Failing Enterprise Blog 2006-12

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The Admin talks about our online community

Friday, December 22nd

Gary Stoller wrote an interesting article (archived PDF) in today's USA Today about Enterprise Rent-A-Car.  It's a nice summary of the big-picture strategic maneuvers in the rental car business and it highlights how Enterprise is growing in the airport segment.

Luckily for us and for Enterprise's customers, the article also talks about Failing Enterprise.  From what I've heard from corporate insiders, CEO Andy Taylor forwarded a copy of the article, complete with the discussion of Failing Enterprise, to many or most employees.

Enterprise's corporate spin department must have a string in the back that you pull and get a recorded answer.  In the Newsweek article that mentioned Failing Enterprise, we're told "Enterprise says it has no way to verify claims anonymously posted on the site."  In this USA Today article, we're told "Enterprise spokeswoman Christy Conrad says the overwhelming number of postings are anonymous, so it's difficult to judge their credibility."  Given that there are now 76,000 posts on the discussion board, and that Enterprise has apparently chosen not to investigate any of them, and given that employees have been warned repeatedly that identifying themselves on the discussion board will result in their dismissal, it seems a bit disingenuous to dismiss this tidal wave of complaints because of their anonymity.

Apparently, Enterprise isn't ready yet to face up to the issues, so we're going to have to continue to grow the site until they decide to take customer service seriously.

More on Enterprise car rental at the Failing Enterprise home page.