Enterprise Rent-A-Car’s Book of Lists

I’ve already shared with you Enterprise Rent-A-Car’s list of Critical Customer Service Skills their employees must have. That list was plucked verbatim from the EXCEEDING CUSTOMER EXPECTATIONS book which shares a deep-dive profile into the reasons why Enterprise has become a highly successful $9 billion dollar business.

There are many more worthwhile lists in the book which are ripe for any company to plug ‘n play into their business. Review the following lists, taken as is from the book, and determine which aspects your company should aspire to follow.

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ENTERPRISE RENT-A-CAR
12-Steps to Building Relationships with Customers
1. Acknowledge the customer’s presence with a smile or handshake.
2. Be enthusiastic.
3. Always make eye contact.
4. Speak in a friendly manner.
5. If you know the customer’s name, use it in your greeting.
6. Listen actively and carefully without interrupting or allowing yourself to be distracted.
7. Offer solutions.
8. Provide unsolicited help (directions, maps, etc.)
9. Be positive in your comments [to customers].
10. Remember: It’s the customer’s perception that matters.
11. Try to anticipate the needs of customers. Always hurry to help.
12. Never use industry slang or terminology [with customers].
[source | EXCEEDING CUSTOMER EXPECTATIONS, pgs. 98-99]

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ENTERPRISE RENT-A-CAR
8-Steps to Dealing with Angry Customers
1. Actively listen with an understanding attitude.
2. Record what the customer tells you.
3. Apologize.
4. Find out what the customer wants.
5. Propose a solution and attempt to get the customer’s buy-in.
6. If the customer doesn’t like your solution, ask them what a fair resolution would be.
7. Follow-up by calling your customer to ensure satisfaction.
8. Never let the customer lose face.
[source | EXCEEDING CUSTOMER EXPECTATIONS, pg. 100]

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ENTERPRISE RENT-A-CAR
Eight Core Values
1. Our brand is the most valuable thing we own.
2. Personal honesty and integrity are the foundation of our success.
3. Customer service is our way of life.
4. Enterprise is a fun and friendly place, where teamwork rules.
5. We work hard … and we reward hard work.
6. Great things happen when we listen … to our customers and to one another.
7. We strengthen our communities one neighborhood at a time.
8. Our doors are open.
[source | EXCEEDING CUSTOMER EXPECTATIONS, pg. 199]

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Top Reasons Employees Choose to Work at Enterprise
1. The opportunity for growth and promotion.
2. The company’s excellent reputation.
3. Enterprise’s customer-friendly focus.
4. Promotions based on performance rather than seniority.
5. The fact that Enterprise is a growing company and an industry leader.
6. Enterprise’s commitment to leadership.
7. The strength of Enterprise’s friendly, highly motivated workforce.
8. The company’s policy of promoting from within.
[source | EXCEEDING CUSTOMER EXPECTATIONS, pg. 90]

Comments

[Dave]

So is there a process for rooting out the processes that drive customers nuts. I won't rent there. My claims adjustor will send me elsewhere. And, most of the people I tell my Enterprise Rent-A-Car story to, tells me that they never rent there.

Yes, the rep was nice, but nice doesn't cut it when they are ripping you off, and doing stupid things like trying to put a car/truck driver into an SUV. Never! Particularly at a markup beyond what the insurance company is paying.

[johnmoore (from Brand Autopsy)]

Yo Dave ... your missive is missing the backstory. We are unable to understand your beef with Enterprise without understanding the backstory. Dig?

[captain flummox]

My experience with Enterprise backed up most of these policies, my only complaint being that I was not smart enough to decline the insurance.

[ex ERAC employee]

We are trained to upsell and lie! If you don't buy the upgrade of a bigger vehicle, we will opt to give you the vehicle for free (provided that we don't have your vehicle of choice which is mainly a small size vehicle). We will then lie saying, oh the car is being repaired or is damaged and unrentable. And we will use scare tactics to get you to go with our insurance! We will sneak in the medical insurance which you don't need with the damage waiver part of the insurance! The reason why we may seem nice is because promotion and money is based on customer satisfaction. Random customers will be called by third party company to find out how our service was. If we aren't top rated, then managers won't get paid good nor will it look good on their record! Enterprise is a lying scam company that only takes the best sellers and people who have no lives other than the company itself!

[Tony Z]

ENTERPRISE RENT A CAR OR BETTER CALLED SCAM--Company..... I rented a small car-- the next day- I returned it to another location.... and was told that there was a small dent in the bumper-- CANNOT BE!!!! car was garaged....overnight..... I was then sent a BILL for $400 to repair the so called Dent..... I am reporting this to the State ATtorney General as well as the FBI--- if you loo at the internet--you will see that many people have been SCAMMED by the same $400 dent scam........thoughts guys ?

[brenda flanagan]

hi - we are a nyc area tv news station -- looking into this whole issue of "the $400 dent scam." could Tony Z please get in touch with me? i'd love to talk to you!
thanks - brenda flanagan
brenda.flanagan@foxtv.com

[Matt]

"4. Promotions based on performance rather than seniority." This is the best reason.
Your Insurance Agent

[Susan]

You can grab many people with eye contact.
I used it for many many years.
Auto Insurance

[Jeff]

Enterprise always tries to upsell from their little flip book of other cars that you can have for "just a little bit more" money. I think they're trained to do that.

[Ron Swing]

Just returned a VW Jetta to the Queensbury, NY site, after a two day rental. The car was in my possession, well cared for and garaged, and returned in exactly the same condition that it was in when I picked it up. Yet the company is stating that I dented the hood.
NOT TRUE NOT POSSIBLE. I want to pursue this. I've sent an e-mail to the company chief CEO, Andrew Taylor, as well as others.
I will give them bad press whenever and whereever possible. Does anyone have any other suggestions?

[Gman]

Regarding the Enterprise brand; It is damaged beyond repair. I have been junk fee'd, scammed, overcharged, given rental cars with damage, endured bad attitudes from counter help, had to reason with idiotic managers, deal with unfair and deceptive billing practices, been charged incorrectly for rental sales tax both rate and amount, have had nothing but the sh|t kicked out of me by this rogue organization. You are a greedy, filthy, child eating profit machine. I will come over the counter and chew your f'ing rep's face off if I don't get my refund. You hear me GRANT?

[Lora Hudson]

I'd like to know how a company gets away with language like: "I have read and agree to the terms and conditions on pages 1-4 of this agreement and by my signature below I am authorizing owner charges on my credit card(s) and/or debit card(s)for advance incremental authorizations deposits and charges incurred payments refused by a third party to whom billing is directed and certify that the drivers lincense(s) presented is currently valid not suspended, expired, revoked, cancelled or surrendered." This statement is in the smallest font on the agreement page and all I have is page 1 of a 4 page document.

The company then proceeds to process charges weekly for 3 months without notification or notice that there is a problem or an alteration of the original agreement which was for a weekend rental. I have been charged $2900 for an agreement that was for 3 days. I finally called ERAC when my card was maxed out-they never contacted me at all! I have called, faxed, written and appeared in person to no avail.