I want to say, “thank you for being so kind,” So that’s what I’m doing with this little rhyme. Just stay as nice as you have been so far, And customers will come to you to rent a car!
A customer from in Kansas City felt so inspired by her recent rental experience that she took pen to paper to poetically express her gratitude. Area Manager Joe K. responds with equal eloquence about how to become “The Good Guys.”
Keep it simple and be prepared. I focus on asking the customer these three critical questions every time:
How was our service?
What could we have done to make your experience better?
What can we do to make it up to you?
Additionally, we make calls daily to customers who are already in cars to gauge our service performance.
Do you have advice for current and prospective employees looking to provide exceptional customer service?
My advice is do not try to reinvent the wheel and – again – keep it simple. Enterprise has provided us with processes and resources that work. The key is executing. Many of our customers rent from us during stressful situations. Our job is to allow the customer to have a pleasant interaction.
What motivates you to stay focused and positive on the job?
Receiving any feedback from a customer is valuable. Customers are usually more vocal with concerns which I appreciate because it helps us learn and improve. However, when a customer takes the time to hand-write a positive note, the team feels an extra sense of pride, and it keeps them motivated.
What happens when your mom-mobile breaks down and ends up in the shop leaving you, and your five children, in the lobby of an Enterprise looking for a rental?Leave it to Nick L., Branch Rental Manager in Tampa, to answer this question and calm a flustered parent while solving her transportation needs.