Quote:
| Originally Posted by FailingEnterpriseAdmin I think you've hit the nail on the head here. Enterprise rents cars out for a base rate that's below their costs, so the only way they can break even or make any money is to upsell like crazy. Therefore, Enterprise has to force the customer to come to the counter and endure the long sales pitch disguised as "good customer service" in order to get his car.
Anybody who values his time hates this. You will never get serious business travellers this way. You're permanently stuck in the low-rent ghetto. |
Perfect quote - low-rent ghetto! I hear Eric Cartman singing "In the Ghetto..." in the background right now!
I know for a fact that Enterprise has a department that does nothing but monitor rates of other companies, and makes sure the rates at the airport are lower. This gets the customers into the branch. Then, once they are there, it's upsell hardway and CDW shoved down their throat. Guess what? Employees get tired of this as well. The ones that do end up seeing the light may just offer a larger car, take the no, and move on. Then, they may offer the waiver, knowing full well this business traveler knows how the program works, and take that no and move on. The customer will then feel somewhat satisfied by Enterprise, feel good about the service they just received, and may think about getting a car again from E in the future. This should be the desired result for any customer service. However, since they got no sell-up and no waiver, the employee then gets disciplined by upper management! Five years in, and this is still simply amazing to me.