Tips for ERAC Renters

[HLES85]

Look dimwit- Don't demand me to be nice or have the "appropriate attitude" when my rental is not on the lot ready to go. The second I give you my drivers license and credit card, a transaction has taken place and a car SHOULD BE READY right then and there. If you give me what I reserved and when I reserved it, I promise you that I will treat you with the utmost respect and professionalism.

Don't give me the song and dance routine about the "status" of my reserved car for 45 minutes. Type up my contract, show me the car, give me the keys and I will be off. The whole transaction should take 5 maybe 10 minutes even for a slow typist inputing my info.

Here are some key things Enterprise can do to help the customer "attitude" problem:

-- Have the specified car size ready for me at my reservation time, or call me if there are not any. I won't waste my time with you and I will certainly find someone who has one.
--Give me a reasonably clean car. Enterprise cars smell like barn animals or stale beer for some reason.
--I am 6'5" and always request a full size car and will pay a premium for that. Don't try to insult my intelligence by saying a four door Cobalt is "almost a fullsize" when it is a compact. I won't waste your time or mine renting an "Aveo now to switch into for a larger car later".
--Don't charge me for gas when the car is on "E" because I will come back and make sure you put in $5.00.
--I expect the car to be in working/safe order. I have been pulled over twice in an Enterprise car for expired tags. Another time, the windshield wipers would not work. All three incidents led to me being a less than satisfied customer.
--Don't try to sell me waiver, I have full coverage with NO DEDUCTABLE and my platinum card gives me secondary coverage ONLY IF I DECLINE YOUR WORTHLESS WAIVER. So don't try to sell it to me.
--Get a designated shuttle/van service with identifiable Enterprise logos at ALL airport locations. I don't know how many times I have waited at an Enterprise pickup location to be picked up by someone in a sedan asking if "I am waiting for a rental". Not professional.

I have to agree with you, the customer is always right. I work for Hertz and I would never dream of passing a little Cobalt off as a full-size. If you have a reservation for a full size, we guarantee you a full size vehicle, if we don't have one, you're upgraded free to the next avaliable class, or have your rate deducted AND given a free upgrade coupon upon your next rental. Remember, when renting a car, you may be a clean customer, but the person who rented it prior may not have been. Rental car companies try their best to keep their cars clean and deodorized.

SYCOPHANTIC EMPLOYEE: As a current employee that actually enjoys most of my job, I thought I'd give some advice to people planning on renting a car from ERAC.

ME: You actually ENJOY your job? Really? Like... the long, hot hours in the sun, swabbing down cars in your suit? Getting those good shoes soaked in soap and water and running up your drycleaning bills? ERAC has always made it out that they are the team that isn't afraid to roll up their sleeves and get dirty: And they demand that of YOU. In your SUIT. It's really a power play on their part - this is their way of forcing subservience and softening you up for the blow of tremendously long hours and high pressure from above.

SYCOPHANTIC EMPLOYEE: 1-Attitude is everything.

ME: Really? Ah, how I wish that the employees themselves would take that to heart. Why is it necessary for the CUSTOMER to have a good attitude? I haven't gone into other rental stores where MY attitude makes any whit of difference whatsoever. However, there is always plenty of snottiness to go around amongst the employees.

SYCOPHANTIC EMPLOYEE: 2-Take some responsibility for yourself. If you make a reservation online, ALWAYS call the branch to verify availability, rates, fees, etc.

ME: And is this stated clearly on the ERAC website? Is this company policy mentioned when reservations are made over the phone? And since when is this the CUSTOMER'S responsibility? If Burger King had this attitude, we'd all have to call before lunch to make sure the patties had arrived that morning.

SYCOPHANTIC EMPLOYEE: 3-Don't come in demanding a discount because you rent "all the time". I get my lunch from the same Subway at least three times a week, and I always pay the same amount. If you really are that much of a VIP, I promise you we will know your name and rental history and we will have no problem "hooking you up." As with most things in society, if you have to identify yourself, you are not that important.

ME: And what you say here just goes to show that discounts ARE offered. Which is why people demand them! At Subway, this is never an option unless you have a coupon. Which is why you DON'T demand a discount at Subway, nor is it expected.

And what's with the snotty comment "if you have to identify yourself, you are not that important." Really?!?! Where did you learn THIS great hairball of wisdom?! I suspect that there are some 'greats' in this world that you haven't heard of or met yet unless YOU are an immensely wealthy and influential individual... ah yes, that's right: You CAN'T be, or you wouldn't be washing cars in your suit at high noon.

SYCOPHANTIC EMPLOYEE: Know the difference between a DEBIT/CHECK card and a CREDIT card. A credit card holds a LINE OF CREDIT. A debit/check card does not. Why should I rent you a $25000+ vehicle if you cannot get a basic CREDIT card?

ME: Ah, why indeed, when Avis doesn't give us one moment of trouble over this. And since you have such an engagingly customer-service-oriented attitude, I imagine customers are falling all over themselves to please you.

SYCOPHANTIC EMPLOYEE: -Realize that anything negative that happens to these cars does not just get written off to some big corporate account. It comes out of my paycheck and my employees paychecks. So, when you total a car, return it all funked out, or drop it without paying your $500+ bill, it directly affects me, not some anonymous corporate pig in St. Louis. This is why I will not rent you a Cadillac with a cash deposit.

ME: And you STILL are working at ERAC? Why are you still there?! Does this not strike you as a highly dysfunctional way to treat an employee? Any one with a backbone would tolerate such treatment for 1.5 seconds before they hit the door.

SYCOPHANTIC EMPLOYEE: -Be respectful of our property.

ME: Are you listening to yourself? In one breath, you tell us that ERAC takes the money for damages out of YOUR paycheck. In the next, you tell us that this is somehow YOUR property. You have really bought into this, hook, line, and sinker, haven't you? Let me guess: You're an ex-sorority sister.

SYCOPHANTIC EMPLOYEE: We do not require that you clean our cars before you return them, but I can assure you that best way to guarantee you get a POS for your next rental is to return our car full of pet hair, dirty diapers, food, etc.

ME: So, again, you DO make this clear to everyone that rents from you, right? So they aren't held to some sort of petty guessing game, right? And if you ARE making it clear, why do you feel the need to restate it here? I'm betting you DON'T make it clear... you simply bitch about it later.

SYCOPHANTIC EMPLOYEE: -
In summary:

-be nice
-have your reservation number
-have what is required (license, insurance card, credit/debit card, proof of address for debit card)
-don't junk the car; return it how you found it[/quote]

ME:
In summary:

-be nice
-be honest (something that is woefully lacking in ERAC at all levels)
-be fair
-put yourself in the customer's shoes
-communicate
-grow some humility and a little backbone

[hekiliko'olau]

Originally Posted by Esme: Former ERAC Exec

SYCOPHANTIC EMPLOYEE: As a current employee that actually enjoys most of my job, I thought I'd give some advice to people planning on renting a car from ERAC.

ME: You actually ENJOY your job? Really? Like... the long, hot hours in the sun, swabbing down cars in your suit? Getting those good shoes soaked in soap and water and running up your drycleaning bills? ERAC has always made it out that they are the team that isn't afraid to roll up their sleeves and get dirty: And they demand that of YOU. In your SUIT. It's really a power play on their part - this is their way of forcing subservience and softening you up for the blow of tremendously long hours and high pressure from above.

SYCOPHANTIC EMPLOYEE: 1-Attitude is everything.

ME: Really? Ah, how I wish that the employees themselves would take that to heart. Why is it necessary for the CUSTOMER to have a good attitude? I haven't gone into other rental stores where MY attitude makes any whit of difference whatsoever. However, there is always plenty of snottiness to go around amongst the employees.

SYCOPHANTIC EMPLOYEE: 2-Take some responsibility for yourself. If you make a reservation online, ALWAYS call the branch to verify availability, rates, fees, etc.

ME: And is this stated clearly on the ERAC website? Is this company policy mentioned when reservations are made over the phone? And since when is this the CUSTOMER'S responsibility? If Burger King had this attitude, we'd all have to call before lunch to make sure the patties had arrived that morning.

SYCOPHANTIC EMPLOYEE: 3-Don't come in demanding a discount because you rent "all the time". I get my lunch from the same Subway at least three times a week, and I always pay the same amount. If you really are that much of a VIP, I promise you we will know your name and rental history and we will have no problem "hooking you up." As with most things in society, if you have to identify yourself, you are not that important.

ME: And what you say here just goes to show that discounts ARE offered. Which is why people demand them! At Subway, this is never an option unless you have a coupon. Which is why you DON'T demand a discount at Subway, nor is it expected.

And what's with the snotty comment "if you have to identify yourself, you are not that important." Really?!?! Where did you learn THIS great hairball of wisdom?! I suspect that there are some 'greats' in this world that you haven't heard of or met yet unless YOU are an immensely wealthy and influential individual... ah yes, that's right: You CAN'T be, or you wouldn't be washing cars in your suit at high noon.

SYCOPHANTIC EMPLOYEE: Know the difference between a DEBIT/CHECK card and a CREDIT card. A credit card holds a LINE OF CREDIT. A debit/check card does not. Why should I rent you a $25000+ vehicle if you cannot get a basic CREDIT card?

ME: Ah, why indeed, when Avis doesn't give us one moment of trouble over this. And since you have such an engagingly customer-service-oriented attitude, I imagine customers are falling all over themselves to please you.

SYCOPHANTIC EMPLOYEE: -Realize that anything negative that happens to these cars does not just get written off to some big corporate account. It comes out of my paycheck and my employees paychecks. So, when you total a car, return it all funked out, or drop it without paying your $500+ bill, it directly affects me, not some anonymous corporate pig in St. Louis. This is why I will not rent you a Cadillac with a cash deposit.

ME: And you STILL are working at ERAC? Why are you still there?! Does this not strike you as a highly dysfunctional way to treat an employee? Any one with a backbone would tolerate such treatment for 1.5 seconds before they hit the door.

SYCOPHANTIC EMPLOYEE: -Be respectful of our property.

ME: Are you listening to yourself? In one breath, you tell us that ERAC takes the money for damages out of YOUR paycheck. In the next, you tell us that this is somehow YOUR property. You have really bought into this, hook, line, and sinker, haven't you? Let me guess: You're an ex-sorority sister.

SYCOPHANTIC EMPLOYEE: We do not require that you clean our cars before you return them, but I can assure you that best way to guarantee you get a POS for your next rental is to return our car full of pet hair, dirty diapers, food, etc.

ME: So, again, you DO make this clear to everyone that rents from you, right? So they aren't held to some sort of petty guessing game, right? And if you ARE making it clear, why do you feel the need to restate it here? I'm betting you DON'T make it clear... you simply bitch about it later.

SYCOPHANTIC EMPLOYEE: -
In summary:

-be nice
-have your reservation number
-have what is required (license, insurance card, credit/debit card, proof of address for debit card)
-don't junk the car; return it how you found it

ME:
In summary:

-be nice
-be honest (something that is woefully lacking in ERAC at all levels)
-be fair
-put yourself in the customer's shoes
-communicate
-grow some humility and a little backbone[/quote]
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