Why does Enterprise make things so difficult for it's most frequent customers?

Originally Posted by businesstraveler

Hi everyone,

The posts by ThenDontUseERAC and Unregistered789456 are fair points. I nearly came to that conclusion myself after an appaling experience at the Orlando airport, where after waiting 30 minutes for a shuttle, being shuttled to the middle of nowhere (actually, not the middle of nowhere -- just 15 minutes East of the airport, when I was headed west), and waiting in two different lines for an 20 minutes each. It's one thing to insist on a CDW conversation each time, it's another to force customers to wait in two different lines for that long in the name of personalized service.

But here's what gives me pause about dumping Enterprise entirely: I've had plenty of positive experiences, too. At the Philadelphia airport, I was so shocked I didn't get the hard sell I wrote a follow-up email to the agent to tell him how much I appreciated it. I recently rented at the Minneapolis airport and the woman who gave me my car was perfectly nice and reasonable and seemed happy to just rent me the car. I've rented plenty of cars from the Indianapolis airport location and have been pleased, and even more pleased now that they moved it closer to the terminal.

Also, am I wrong to believe that Enterprise wants my business? If I truly wanted to go bargain hunting, I could certainly rent form Advantage or EZ Rental or No Name Rental. Is that who Enterprise is competiting with for business customers, or do they fancy themselves at least competition for Budget or Thrifty, both of whom have timesaving methods in place.

I don't think the company is marketing itself as the equivalent of those things where you listen to somebody make a pitch for you to buy a timeshare for an hour, and then in end you get a free gas grill or maybe an clock radio, or if you're really lucky a vacation in Hawaii. Or is that what it basically comes down to: the CDW is so profitable, they might as well be selling timeshares?

Am I missing something here?

Orlando is in a particularly bad spot but that does not excuse waiting in line that long. Enterprise does want your bussiness but from a facilty and technological standpoint is not ready for the most frequent traveler. Remember Enterprise has only been renting to frequent airport customers for a few years. It takes time to catch up to companies that have been doing it for decades/ Philly and Minn have top notch facilities were others like Orlando dont. Thier are programs being rolled out to improve transaction time at the airports have you asked about them? Unfortunatley for now it will be hit or miss for a customer like you in terms of a "hard sell" and waiting in line. I suggest telling the person that helps you that you are covered by your company and cant take the coverage at the beginning of the rental process. Not that you dont need it but that you CANT take it, this should prevent a hard sell attempt.

[businesstraveler]

Thanks, Unregistered789456. That's helpful, the idea of "can't" take advantage of CDW. Part of the problem with Orlando is that one is forced to stand in the second line regardless of whether you take the CDW. But the second line is created specificallly for the purpose of creating those individual interactions so they can pitch the CDW (and saying "no" in advance doesn't keep you out of the line). Another part of the problem that I saw on the night I was in Orlando was simply not enough staff. I've seen that other places, too, like Baltimore (BWI airport). They just don't have enough people working for the amount of time their sales model calls for spending on each customer.

I signed up for EnterprisePlus, but there seems to be a lot of confusion among Enterprise reps about what it is, exactly, and so far it hasn't saved me any time.

Originally Posted by businesstraveler

I'm a business traveler who is on the road constantly and frequently rents cars. I've been lured to Enterprise on many occassions because their rates are often competitive, and they are pretty generous when it comes to adding a second driver for no additional fee.

I am baffled, however, as to why the company has no equivalent of Budget Fastbreak, of any one of number of other systems that allow for frequent renters to get in and out fast. The biggest challenge is one that's frequently cited on these forums -- having to discuss with the agent the collision damage waiver/buying extra insurance. When I have had that conversation with an Enterprise agent 20 times in the past 6 months, do they really think I'm going to change my mind the 21st time?

Can a current for former employee explain to me the strategy? Would they rather alienate people who could be the most loyal customers because the insurance division is just too profitable? Is there any escape from being hassled about the insurance very time I rent a car?

Just to give you a little more feedback on this subject. Enterprise's niche market is insurance replacement customers and local customers. The airport business (corporate travelers) is another niche market that Enterprise is not a serious player at this point in time, examples of companies for this market are Hertz and Budget. As a result their contracts and training revolve around servicing the insurance replacement and local customers (i.e. people that do not have a corporate account and don't come in on a frequent basis). As a result the way business is done between these two niche markets is identical, it's the one-size-fits-all mentality.

There is hope though. Enterprise is trying to become a bigger player in the airport business (corporate travelers). If that is the case then some sort of frequent corporate customer program will probably be instituted. Enterprise will more than likely adopted a similar program to what National has.

Originally Posted by Unregistered123456

Just to give you a little more feedback on this subject. Enterprise's niche market is insurance replacement customers and local customers. The airport business (corporate travelers) is another niche market that Enterprise is not a serious player at this point in time, examples of companies for this market are Hertz and Budget. As a result their contracts and training revolve around servicing the insurance replacement and local customers (i.e. people that do not have a corporate account and don't come in on a frequent basis). As a result the way business is done between these two niche markets is identical, it's the one-size-fits-all mentality.

There is hope though. Enterprise is trying to become a bigger player in the airport business (corporate travelers). If that is the case then some sort of frequent corporate customer program will probably be instituted. Enterprise will more than likely adopted a similar program to what National has.

Tell us something we don't know moron.

[businesstraveler]

That makes sense, Unregistered123456.

There's an Enterprise branch downtown in the city where I live. They have a small parking lot and I walk by there regularly on my way to other errands. I can see the approach when I overhear snippits of the conversations -- very local-business feel even though they are a national chain. You could see somebody coming in a little shaken up after having been in a major wreck, needing an insurance replacement car, talking with the Enterprise agent about what happened, and thinking afterwards, "What a nice young man."

But, again, I ask the simple question: Why is it so hard to realize there needs to be two different approaches for two different types of customers. Isn't that Sales 101? If you treat all your customers the same, you're only going to have one type of customer, which will severely limit your market.

When I say to the agent, "I rent cars 50 times a year, I already know I want to decline the CDW." What is so hard about saying, "Ok, no problem." Is it that hard?

Part of customer service is recognizing that each customer has different needs, and there's a certain type of customer that just doesn't need to have the conversation with you about the CDW. And when that customer makes that clear, a good sales agent backs off. Most Enterprise agents are incapable of doing that. They have the script in their head, and they are going to complete that script no matter what.

Originally Posted by businesstraveler

That makes sense, Unregistered123456.

There's an Enterprise branch downtown in the city where I live. They have a small parking lot and I walk by there regularly on my way to other errands. I can see the approach when I overhear snippits of the conversations -- very local-business feel even though they are a national chain. You could see somebody coming in a little shaken up after having been in a major wreck, needing an insurance replacement car, talking with the Enterprise agent about what happened, and thinking afterwards, "What a nice young man."

But, again, I ask the simple question: Why is it so hard to realize there needs to be two different approaches for two different types of customers. Isn't that Sales 101? If you treat all your customers the same, you're only going to have one type of customer, which will severely limit your market.

When I say to the agent, "I rent cars 50 times a year, I already know I want to decline the CDW." What is so hard about saying, "Ok, no problem." Is it that hard?

Part of customer service is recognizing that each customer has different needs, and there's a certain type of customer that just doesn't need to have the conversation with you about the CDW. And when that customer makes that clear, a good sales agent backs off. Most Enterprise agents are incapable of doing that. They have the script in their head, and they are going to complete that script no matter what.

Look, quit being so cheap and take the DUB. Your are the type of customer who gets into an accident and then claims after the fact no one told you about DW. Hopefully for you, you will never have to go through an accident in a rental car. I can tell you'd be one pain the ass about it!

[businesstraveler]

I'm not familiar with the acronym DUB, I Bleed Green. I, too, hope I never get into an accident with a rental car. Any accident would be a scary experience, and from what people write on these forums, getting into an accident with an Enterprise car would be particularly scary.

Do you actually have customers -- Enterprise customers -- complaining they had no idea that they could get insurance for the car? Really now.

Originally Posted by businesstraveler

I'm not familiar with the acronym DUB, I Bleed Green. I, too, hope I never get into an accident with a rental car. Any accident would be a scary experience, and from what people write on these forums, getting into an accident with an Enterprise car would be particularly scary.

Do you actually have customers -- Enterprise customers -- complaining they had no idea that they could get insurance for the car? Really now.

It happens more often than you would think, at least at off-airport locations. People will claim no one told them the rental would be their responsibility, hoping that we will cave in to them. From the customers view, it is worth a shot, to put the blame on Enterprise. It does not work though, and this is why we stress the importance of purchasing Damage Waiver (DUB).

[Branch$$$isaloser]

Originally Posted by Steve Williams

It happens more often than you would think, at least at off-airport locations. People will claim no one told them the rental would be their responsibility, hoping that we will cave in to them. From the customers view, it is worth a shot, to put the blame on Enterprise. It does not work though, and this is why we stress the importance of purchasing Damage Waiver (DUB).

LITTLE STEVIE!!!!!!!!!!!!!!!!!!!!!!!!! Still taking those 3 no's now are ya? Hey, I got one for ya, my credit card covers it!!! What do you think of that? Well, except for Italy and Isreal and Jamaica, but good ole American Express covers everything, from any damage, stolen car and loss of use. Cost to me...zero! You just have to love that! So why would I pay $19.99 a day for ERAC coverage? Just dumb, man, just dumb. Tell another lie now about the benefits of dub.

[Robert]

Originally Posted by Steve Williams

It happens more often than you would think, at least at off-airport locations. People will claim no one told them the rental would be their responsibility, hoping that we will cave in to them. From the customers view, it is worth a shot, to put the blame on Enterprise. It does not work though, and this is why we stress the importance of purchasing Damage Waiver (DUB).

Sounds like a little frustration with your prized customers is creeping into Steve. It's OK, we have all been there. When you leave that place you will be surprised to find out you are no longer an asshole.