[erac_whore]

Mmmm'kay.... Not even going to quote the original post or the replies here... I'm just gonna jump in with my usual $.02!

Admin, I can only speculate on what the employee you saw was doing... Maybe he was handling a customer complaint. ("Even though I reserved an economy car for $12.95/day, there is no way I can fit my family of six and all of our luggage and skis in that Aveo. I demand that you give me a free upgrade into a Suburban!") Perhaps he was providing a customer directions to their hotel, or recommending a good place to eat, or a local attraction that an out-of-town visitor might like to see. Hmmm, he might have even been trying to offer an upgrade for a discounted price, or even (gasp!) have been trying to sell some damage waiver (shame! shame!)....

The only true complaint I will agree with is that he was visibly chewing gum. Not so professional there, admittedly....

Whenever I have travelled by air since I have been working for ERAC, I have looked at not only our (ERAC's) operations, but also that of our major competitors. Here is what I have seen:

1. Our competitors continue to move towards the concept of the vending machine. If I am not mistaken, National RAC has actually crossed the barrier. You can now avoid the rental counter entirely. Freestanding terminals await you at selected airports: simply swipe your driver's license and credit card and proceed to the parking lot where your car is located. Other competitors offer expedited rental processes as well... (Hertz Gold, Avis Preferred, etc.)

Advantages: No more waiting in line. Show up, present your license (and credit card, if it's not already on file). Proceed to your car. Drive away. Quick. Easy. No hassle, right? (Unless...)

Disadvantages: Treated like a number, not a customer. ("Welcome to Atlanta, Mr. Exxon.") Maybe you would like a map of the local area, or some suggestions as to a good place to eat. Too bad. Wow, I can get a luxury car (SUV, convertible, etc.) for only $X more per day? What a deal! Oh, sorry. The machine didn't know to offer that option for you. You can just stick with what you (or your company) reserved originally. Have fun with your Chevy Aveo. Beep! Beep! "Wow, Mr. Jones, this is the third time this month you have rented from us. Have you heard about our Corporate Class program? We can offer you discounted rates for volume business!" Or you can experience, "Welcome back, Mr. Jones. As a Hertz Gold Member, you full-sized car is only $72.99/day. Thank God you didn't shop our retail rates, or that of our competition, or else you would have seen that everyone's rate today (including our own) is only $34.50 for full-sized cars..." I could go on and on.....

The key point is that no matter how big ERAC gets, or how many airports we go into, at each and every branch, we will still behave as if we are just a small local business. That's what we do! We appreciate your patronage, and will take a little time to talk to you. Yeah, there's someone in line behind you. We will acknowledge them ("Hello, Ma'am, we'll be with you in just a moment...") but we will give you all the attention and assistance you require, even if it takes 10 or 15 minutes. For the person waiting in line, the consolation is that when you get up to the counter, we will spend just as much time with you, too, if that is what you require or desire.... If not, we will be as quick and efficient as possible.

If you want the vending machine, go to Hertz or Avis, National or wherever. If you want individual attention from a professional employee (and not the car prep they just promoted last week who's paycheck is primarily based on how much they can sell you...), then come to Enterprise. Remember, you always have a choice.

Again, just my $.02!

erac_whore