I believe that Andy believes his company to be honest and fair. BECAUSE that is how HE RAN it....back in the day. Well, the times are different. And yes our ESQI is down. At my branch it is very low. In the high 60's. And I can not get promoted because of it. It is not because we are not providing great customer service, it is bc my manager is mentally checked out, degenerate customers know how to work the system, and mainly because upper managment sets us up for failure...ie not selling out when they know there is not a freakin car in site.
No, I can not make a customer completely satisfied if they can book a deal on the internet at 9pm and want to go in at 8am and pick it up. The whole system is a bunch a crap. And hell yes do I wish I payed attention in college and went into a different career....but no....by 6:30 I am on monster.com bc this shit hole of a job bends me over every fucking day.

And no I dont feel like making a customer "completely satisfied" when I work 60 hours a week, get paid shit, and never get a lunch break!