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[FailingEnterpriseAdmin]

Originally Posted by EnterpriseWarrior

80 percent of the customers are completely satisfied...

Or are at least willing to say this to quickly end an intrusive phone call in the middle of dinner, especially given that the local branch repeated the phrase "completely satisfied" over and over again.

If you're looking for a justification to ignore the customer service problems at Enterprise, these ESQI scores are as good as any. At some point you've got to ask yourself though why FailingEnterprise gets 8,000 page views per day. Maybe ESQI isn't the metric you thought it was?

Admin

[EnterpriseWarrior]

Originally Posted by FailingEnterpriseAdmin

Or are at least willing to say this to quickly end an intrusive phone call in the middle of dinner, especially given that the local branch repeated the phrase "completely satisfied" over and over again.

If you're looking for a justification to ignore the customer service problems at Enterprise, these ESQI scores are as good as any. At some point you've got to ask yourself though why FailingEnterprise gets 8,000 page views per day. Maybe ESQI isn't the metric you thought it was?

Admin

Or at least saying this website recieves 8,000 page views per day
(including recent ex-employees+ customers)=You do the math on the posts on this forum...

But back to your point on ESQI.
IF customer's were dissatisfied they would hardly hang up the phone....or yap the words "completely" satisfied...they would give a piece of their mind.
On dissatisfied customers: You represent a minority of the majority who love the company with backbreaking workers leading the forefront.

Originally Posted by GP51Sux

I don't know how you can believe this. Well I do...I was once "bought in" to ERAC's crap they shovel. With gas near $2.50/gal in many parts of the country, do you honestly believe that everyone would rather drive a truck or SUV??? The Dodge 1500s and GMC Envoys barely get 10mpg!!!!

I realize that ERAC does their orders a year in advance, but a year ago it was apparent that gas was going to go way up. Order a few more Rios and Sentras and less F150s and Yukons!!

I also realize that you can't satisfy 30 rezs for compact cars on a given Friday, and the internet is a huge letdown there, but don't pretend that you don't first try to sell up that CCar rez into the SUV before "giving" it to them. Any money that they "save" by the free or small upgrade price will more than be crushed by the increased fuel cost on a longer trip.

As a matter of fact I do believe that people will want to get into a bigger vehicle. I can only speak for the location and the area that I work in. Also if you re-read my quote I said most people not all people. The vast majority of people that walk into my office own a SUV, and in some cases two. The vast majority of people in this world think that the bigger the car is, the safer it is. People dont mind sacrificing the extra couple of dollars to have piece of mind knowing that they are in a "safe vehicle."

Nothing is wrong about doing a blind sell up. Its business. The person who shows their cards first always loses. How is it considered "sticking it to them" when I offer a customer an upgrade for less then if they had made a reservation for that specific vehicle. Businesses do this sort of thing all the time. People will sell you a product at Best Buy for example when they know that the product is going to go on sale the next day.

What I find absolutely astonishing about the anti-Enterprise employees is that they have not come to grips with reality. This is how business works in the real world, whether that business is enterprise or not. Past employees get upset that they have been passed over when it came to a promotion, blaming it on not kissing as much ass as the other guy, that upper management was just picking favorites. That stuff happens all over the place. Its life.

Nothing says that you cannot cover part of the customers gas. View the situation as the customer is helping you out by taking an SUV instead of a compact car. Return the favor by covering part of their gas. If you feel that you are having a moral issue over something like the gas then comp. some of it. Tell them "Mr/Ms. Johnson, the gas is currently at 3/4ths of a tank, I want to help you out since you did us a favor, just return the vehicle with 1/2 a tank." Turn the situation into a win-win situation instead of the negative "screw the customer over" situation. If you were to get bugged about it by your manager then let them know that by covering just $10 bucks for gas you have made a customer that is not only 1) going to be completely satisfied but 2) will probably rent from Enterprise the next time they rent a vehicle. Sometimes you need to take some initiative and make a decision. Thinking outside of the box and resolving an issue is whats going to get you promoted in life, its not gonna be from just following the rule book exactly to a T.

Enterprise hopefully has taught you that you shouldn't just be some mindless drone and do everything by the book. Not everyone's situation is exactly the same, so why should you resolve every issue in the same way. Use your minds people, I hope that you learned how to think for yourself when you were in college.

[Intern]

FailingEnterpriseAdmin, when are you going to get a chance to rebuttle my comments in response to yours? I am just dying to see what you have to say to I can counter your logic again. I know that you want to embarrass me soooo bad.

I also see that you have been watching "People's Court" on television thinking that you know a few legal terms. Im trully impressed. However, why don't you sit in on a business law class and learn what your two favorite terms "bait-and-switch" and "fraud" really mean. You might learn something that will help you not look like an idiot when you have no idea what you are talking about.

Waiting to hear from ya gorgeous.

[GP51Sux]

Originally Posted by Unregistered

Also if you re-read my quote I said most people not all people..

Yes, I am sorry...99% is not all, but most. My Bad...

Originally Posted by Unregistered

Nothing is wrong about doing a blind sell up. Its business. The person who shows their cards first always loses. How is it considered "sticking it to them" when I offer a customer an upgrade for less then if they had made a reservation for that specific vehicle. Businesses do this sort of thing all the time. People will sell you a product at Best Buy for example when they know that the product is going to go on sale the next day.

It is sticking it to them when you force them into another vehicle, weather getting the extra $5/day or not when they wanted a car (C,I,S,F,P, whatever). I know all too well about running too tight, but to overbook and not be realistic about what your branch should have in fleet or on hand is a disservice to the customer. As for Best Buy or any other major retailer, they have price matching. If something goes on sale within a period after purchace, they will REFUND you the difference. If you're going to make some huge point about American business, at least have some clue what you are talking about.

Originally Posted by Unregistered

What I find absolutely astonishing about the anti-Enterprise employees is that they have not come to grips with reality. This is how business works in the real world, whether that business is enterprise or not. Past employees get upset that they have been passed over when it came to a promotion, blaming it on not kissing as much ass as the other guy, that upper management was just picking favorites. That stuff happens all over the place. Its life.

I'm way in touch with reality....reality is there is more to life than working 60+hrs a week and not seeing your family and friends. I'll admit some of my best friends now are current and former ERACers, but at the price of many other friends did I gain them. As for promotions, yeah I'll agree that stuff happens everywhere. However, I doubt that all companies straight lie to employees by saying that promotions are based off of #s alone. In 3 years of working there that was true sometimes, but more often not true. One of my best friends was #3 AM in the matrix and got beat for a spot by an MA that had been an MA for 2 mos, despite being with ERAC for 2yrs, because he worked in the area that the spot was in. Sure it's easy to get upset over that....I'm sure it will eventually happen to you :)

Originally Posted by Unregistered

Nothing says that you cannot cover part of the customers gas. View the situation as the customer is helping you out by taking an SUV instead of a compact car. Return the favor by covering part of their gas. If you feel that you are having a moral issue over something like the gas then comp. some of it. Tell them "Mr/Ms. Johnson, the gas is currently at 3/4ths of a tank, I want to help you out since you did us a favor, just return the vehicle with 1/2 a tank." Turn the situation into a win-win situation instead of the negative "screw the customer over" situation. If you were to get bugged about it by your manager then let them know that by covering just $10 bucks for gas you have made a customer that is not only 1) going to be completely satisfied but 2) will probably rent from Enterprise the next time they rent a vehicle. Sometimes you need to take some initiative and make a decision. Thinking outside of the box and resolving an issue is whats going to get you promoted in life, its not gonna be from just following the rule book exactly to a T.

Enterprise hopefully has taught you that you shouldn't just be some mindless drone and do everything by the book. Not everyone's situation is exactly the same, so why should you resolve every issue in the same way. Use your minds people, I hope that you learned how to think for yourself when you were in college.

Wow....I had a flashback to reading the policy manual. This is such a canned answer!!I can see your typical Area Manager fired up and gesturing wildly in some after hours meeting that no one wants to be at.

[FailingEnterpriseAdmin]

Originally Posted by Intern

Waiting to hear from ya gorgeous.

You just sit right there and keep waiting.

[Intern]

Originally Posted by GP51Sux

Yes, I am sorry...99% is not all, but most. My Bad...

Its something. Thats 1 out of every 100 customers that bitch about an upgrade. I would say that it is pretty damn close to accurate, at least that is what it is at my branch.

Originally Posted by GP51Sux

It is sticking it to them when you force them into another vehicle, weather getting the extra $5/day or not when they wanted a car (C,I,S,F,P, whatever). I know all too well about running too tight, but to overbook and not be realistic about what your branch should have in fleet or on hand is a disservice to the customer. As for Best Buy or any other major retailer, they have price matching. If something goes on sale within a period after purchace, they will REFUND you the difference. If you're going to make some huge point about American business, at least have some clue what you are talking about.

So you put a gun up to their head and tell them to get in the car and shut up. If you know how to talk to people this wouldn't be an issue. Also, if you are overbooking then who's fault is that? No one told you to book reservations when you knew that you didn't have the cars and couldn't get the customer going. For my Best Buy comment, yes, it was poor example since the do buy backs, however, the point is that it happens in thousands of other businesses when they dont have buy backs. Since you want to be a smart ass about this, how about when you buy a car from a dealer. Once you sign those papers the deal is done. The type of model that you just purchased could go on sale the next day. Do you think that sales people are unaware of these sales. NO. Does that one work a little better for you? Sometimes you just need to look at an analogy and try to understand what it means instead of trying to pick apart every detail.

On a side note, I can guarantee you that I know a hell alot more about American business then you. I know exactly what I am talking about. Perhaps I should give you a clue too, why dont you retake a high school english class and learn that there is a difference between weather and whether. Learn to spell.

Originally Posted by GP51Sux

I'm way in touch with reality....reality is there is more to life than working 60+hrs a week and not seeing your family and friends. I'll admit some of my best friends now are current and former ERACers, but at the price of many other friends did I gain them. As for promotions, yeah I'll agree that stuff happens everywhere. However, I doubt that all companies straight lie to employees by saying that promotions are based off of #s alone. In 3 years of working there that was true sometimes, but more often not true. One of my best friends was #3 AM in the matrix and got beat for a spot by an MA that had been an MA for 2 mos, despite being with ERAC for 2yrs, because he worked in the area that the spot was in. Sure it's easy to get upset over that....I'm sure it will eventually happen to you :)

Once again, I honestly dont have sympathy for your friends. I know for a fact when you and your friends got hired that informed you that the job was tough and that you would be working 50 to 60 hours a week. They already knew it upfront. Going with your company example tell me a company that you worked for or know that someone has worked for that said they promote based somewhat on numbers but more on whose ass you kiss? Every company says that its all about numbers. Did you honestly believe that Enterprise promoted solely on good ESQI scores? They are a business too, they are looking to make money. If you want to bring myself into the discussion then thats cool. I am an intern that is still attending college. But since I have such a huge grasp about what is going on in the company I handle every single detail on the back end at my office. I have more responsibilities then most assistant managers to get experience. I have already made it quite clear that with my soon to be acquired degree in finance that I will either move to a position outside of daily rental or quit and get a job that starts me out at a lot more. I already have offers for 60k a year jobs waiting for me from people. If people are bitching about the job then quit, if you dont quit then shut up about why the job sucks.

Originally Posted by GP51Sux

Wow....I had a flashback to reading the policy manual. This is such a canned answer!!I can see your typical Area Manager fired up and gesturing wildly in some after hours meeting that no one wants to be at.

You bet your ass I have done things like that. And you know what, my manager and area manager have commended me on this. I have never once been reprimanded in my 3 year career with Enterprise. Area managers deal with bigger issues and waive a hell of a lot of money for customer service to worry about 10 bucks of gas.


It seems that you are really bitter about enterprise. I have to assume that you still work for the company since this specific section is for current employees. Why dont you do yourself a favor and quit. Take your work experience from Enterprise and your liberal arts degree from college and get another low level job at another company. You should be thanking your lucky stars that Enterprise exists so they can employee someone like yourself and give you a legitimate shot at moving up in the ranks. Just remember that everyone starts at the same level. If others are getting promoted over you then I would assume that they are doing something that you aren't.

[Intern]

Originally Posted by FailingEnterpriseAdmin

You just sit right there and keep waiting.

I am just soooo scared. Wanted to let you know, why don't you check out my other post regarding your body shop comment page. I think that you will enjoy the comments made about one of your complainers.

I must admit it though, I really do enjoy coming on your site refuting the vast majority of anti-enterprise crap that is posted and exploiting the stupidity of the anti-enterprise cult that post comments on here. Keep it up. I absolutely love the high amount of grammer errors that appear all over this site from supposed college educated people, don't you?

[Catharsis]

Hey Intern,

Maybe I'm one of the stupid people you mentioned, but I can't figure something out. Are you trying to be ironic when you wrote:

"I absolutely love the high amount of grammer errors that appear all over this site from supposed college educated people, don't you?"

The sentence, which attempts to belittle people based on your superior intellect, is actually absurdly written and incorrectly spelled... and I'm not sure the grammar (that's "g-r-a-m-m-A-r") is correct either. I'm not claiming to be perfect, I just can't tell if you're trying to be ironic.

I've mentioned this in another post. It's not nice to be a word/grammar Nazi, but it's pretty stupid to be critical of other people's writing while your own is pretty bad. Just a thought.

[GP51Sux]

Originally Posted by Intern

It seems that you are really bitter about enterprise. I have to assume that you still work for the company since this specific section is for current employees. Why dont you do yourself a favor and quit. Take your work experience from Enterprise and your liberal arts degree from college and get another low level job at another company. You should be thanking your lucky stars that Enterprise exists so they can employee someone like yourself and give you a legitimate shot at moving up in the ranks. Just remember that everyone starts at the same level. If others are getting promoted over you then I would assume that they are doing something that you aren't.

You're pretty sharp on my life's story...I'm not bitter, just think its funny when you get past level2 and see what the uppers actually think about the employees. I think it's more along the lines of disillusioned. My BBA isn't a cool as a Lib Arts degree, sorry. I thank ERAC for the experience that I did get, and parlayed that into an outside sales job where base is 1.5x what I did make overall last year, plus a car (that they pay for, not me) and an expense account, and monthly bonuses for hitting #s. Ah and that 40 hr work week with company paid golf sure is a drain on my personal life too.

Good call on the weather/whether deal...that is the one I'm worst at. Not to nitpick, but you EMPLOY someone, not EMPLOYEE them.

Anyway, I'd think a 90+ ESQI, 150OP and +20% fleet growth would be good enough to get promoted, but is the nose isn't brown, promotions don't abound!!