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Originally Posted by Unregistered  I worked for Rob and liked him a lot...He did work the hell out of ya though. He also worked a lot himself! I will agree about the take 10 deals for the 1 van you got...His response to me when I mentioned my concerns for overbooking was that you don't even get a chance to give good service if you don't get the customer in the store, so take all deals...At the end of the day it was stressful but it always seemed to work out...even if I was driving a packer home that was lent to me from B'Burg office at 7:30pm. |
1. I have to ask: Did you get minivans for all of the people who called to make those reservations? Probably not...which means that someone didn't get the vehicle that he/she needed (and was told was going to be there) when they arrived. But, it still may have worked out; with giving those people "upgrades" to SUVs (if there were any of those left) or throwing some folding chairs in the back of a cargo van. But, that is NOT giving good customer service; that is "making it work". There is a HUGE difference. Good customer service would entail taking a tentative reservation and calling them back AFTER you locate the vehicle so that you don't, you know, WASTE THEIR TIME with coming in to pick up a vehicle that you never had in the first place. Enterprise got their fleet utilization numbers up and that is where their real concern lies; not: "not being able to provide good customer service if you don't get the customer into the branch."
2. Do you not see anything wrong with the fact that you get off from work at 7:30 p.m. when most branches close at 6:00 p.m.? Don't you get tired of not being able to make plans for anything relatively close to closing time (or worse, making the plans and then having to call and tell whomever you are meeting that you aren't going to be able to make it, AGAIN, because something came up at work, AGAIN...? I don't care how fabulous any AM is, I never saw one working at a branch until 7:30 p.m. Or 7:00 p.m. or even 6:30 p.m. for that matter. Yeah, yeah; They worked their way through the ranks; they've been there, done that...blah blah blah. What I am saying is: Since they have been there and they know how much it sucks, why aren't they doing something to help alleviate/prevent that happening to everyone else? Just a thought...