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Originally Posted by FailingEnterpriseAdmin  http://www.usatoday.com/money/biztra...ise-usat_x.htm He accuses Enterprise branches of too few cars available for customers with reservations and renting cars with almost-empty gas tanks. Enterprise spokeswoman Christy Conrad says the overwhelming number of postings are anonymous, so it's difficult to judge their credibility. |
It seems to me that most of the threads and comments made on FailingEnterprise come from current or former employees. Christy, so are you telling me that had I created a user name my comments would become credible?(sigh)
Attention Corporate: Do you really want know what is going on with your companies interworkings all the while saving time and money every two years on a bogus company survey? You may want to consider taking this stuff seriously instead of chalking up the comments as not being creditible.
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Originally Posted by FailingEnterpriseAdmin Taylor says ???????'s rental experiences are "definitely not the norm and definitely not acceptable at Enterprise." He says local offices do not operate with too few vehicles and it is not company policy to provide cars with nearly empty gas tanks. Renting a car with a quarter tank or less is unacceptable, he says. |
Its not worth getting into the whole issue on whether or not we operate with enough vehicles but I think its safe to say that the statement is bullshit.
As for renting the cars on an empty tank it wasn't company policy. However, it was encouraged during the rise of gas prices at my branch, area, region, and group. We were explicitly told not to put gas in our vehicles even if they were on empty based on the fact that our customers typically would return the vehicle with more gas. For the occasional customer that would get upset about this we were supposed to either give them a couple of bucks off of the rental or to give them a free upgrade for their next rental. Under no circumstances were we to issue any sort of gasoline refunds to our customers, period. If so we would get the talking to from the Area Manger. If we encountered a customer that had dealt with the gas bullshit from a prior rental we were instructed to put no more than $15 dollars worth of gas in the vehicle. How about that "company policy" Andy?
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Originally Posted by FailingEnterpriseAdmin Kazanjian, the author, applauds Enterprise's customer service efforts and says it's one of the main reasons the company has become No. 1 in the industry. |
I don't view our success in the past as a result of our customer service as ERAC loves to claim. I view the company's prior success based on the fact that the insurance replacement market was largely ignored by the other rental car companies. Jack and Andy had the hindsight to secure the various insurance companies for their customers insurance vehicles. In essence the renters had very little choice in who to rent a car from.
Feel free to chalk up the success of Enterprise to our founder believing that it is still the 1950's and everyone should go to work wearing a suit and tie, even if that job is washing cars or that we walk our customers to the car and try to develop a "personal" relationship with them to sell them insurance that 99% of our customers really dont need.
At the end of the day they are just cars, whether you rent a taurus from Enterprise, Hertz, Avis or Budget it is still a taurus. The majority of your customers view car rentals as a commodity type of business where the objective is to rent a car for the cheapist price, "Frequent flier Rick Madden, of Londonderry, N.H., says his company has a contract with Hertz, but he usually looks for the cheapest deal and booked Enterprise for five of his 35 rentals this year. "Their courteous and personal style at check-in usually takes an extra five-10 minutes," says the manager of a fiber-optics company. "I just want to get the car and go." Most customers that I encountered would exchange the supposid "customer service" to save an extra 5 bucks off of their rental.