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

[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?

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?

Because, in ERAC's 1950 vision, that 15 minutes spent is developing rapport with the the customer. That rapport will increase business and make you happy. Sure you could go to one of those other shady low class rental companies and have the keys thrown at you, but at ERAC you get VIP treatment which invovles friendly conversation and assitance with your rental needs. This assitance invovles understanding the optional products that ERAC offers. Renting from ERAC=Going to a nice steakhouse. Sure it make take a minute for your steak, but good things take time. Renting from a competitor=going to mc'ds. Quick, bland, and bad service.

That is the mantra that is drilled into ERAC. They are cocky and arrogant and have no respect or understanding of their competition other than "we are better." They have a difficult time comprehending that the avg renter, retail or corp, doesn't give a fuck about talking with a rental hack. They would rather get the keys and go and not deal with rental losers. Furthermore, about the fake insurance they are always pimping, the hack pimping it to you is just doing his job. Promotions are based on how well you sell, and ERAC "managers" believe that everyone should have it, regardless if they've never taken it in the past. When my ex-ARM (area manager) would make his monthly branch visit, he would insist we always attempt to sell the fake insurance, regardless of history. I used to cringe when trying to sell to corp accounts who would never ever take it with this asshole breathing down my neck trying to force the sale.
that's how it is

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?

Because your a Dick Head and we want to ruin your day.


michaelsavage.com

[Robert]

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?

The chimp behind the counter is forced to sell it to you.

[businesstraveler]

Thanks, yambag.

What's odd, though, is the "one size fits all" approach. To borrow your steakhouse analogy, sometimes people go to the steakhouse because it has good food at reasonable prices, not because they want to be upsold the dessert.

At a certain point, wouldn't it make sense to leave the people who want to be left alone, alone? And open doors and load luggage for those for whom that would make them feel special?

Case in point: It's clearly part of Enterprise corporate training to ask a serious of questions of the customer: What brings you to town? Where are you going? It would seem friendly if it where genuine conversation. But instead it's almost like a robot, as though there's a mental checklist of questions that must be asked. That same mental checklist is in process with the extra insurance:

"Who's your insurance company?" [Shake head as though it were sketchy insurance company]
"What's your deductible?" [Shake head as though customer should expect to pay that]

There is a reason why fast food is a highly profitable business, I guess.

Enteprise has won the JD Power award for service 7 of the last 8 years so they are doing something right at the airports. Enterprise does not sell itself to the business traveler so if you are using them to save some money then you arent going to get your name in lights and go strait to your car like you would if you paid 40 dollars more and went with Hertz. Enterprise tells its corporate accounts to make them a secondary provider for road warrior customers. If you are not interested in the type of service Enterprise offers ie talking to a rental agent, getting a map, waiting in line ect...then by all means use National and the Emerald club but expect to pay more.

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?

Not to be an asshole, but if you want more efficient service, you have to pay for it. You said in your first paragraph that the main reason you use ERAC is because they are the cheapest. They give you the lowest rates and don't tack on an additional driver fee. Well, if you want to go with the cheapest and save those few bucks, you are going to have to put up with the chimps at the counter pitching you CDW every time.

If you hate it that much, pay the extra few dollars a day and rent with a company that will give you what you want.

The ERAC business model is not for everybody. Plenty of our customer LOVE the personalized service and rent with us because of it...but if you travel all the time and just want to be left alone, then honestly, ERAC probably isn't the right company for you to use. You'd be better off with Avis, Hertz, or National.

Originally Posted by Unregistered789456

Enteprise has won the JD Power award for service 7 of the last 8 years so they are doing something right at the airports. Enterprise does not sell itself to the business traveler so if you are using them to save some money then you arent going to get your name in lights and go strait to your car like you would if you paid 40 dollars more and went with Hertz. Enterprise tells its corporate accounts to make them a secondary provider for road warrior customers. If you are not interested in the type of service Enterprise offers ie talking to a rental agent, getting a map, waiting in line ect...then by all means use National and the Emerald club but expect to pay more.

Who cares about JD Power awards. You may as well use that trophy as a vibrator on your honeymoon because those awards are doled out to the highest bidder you nitwit!

Originally Posted by now thats funny!

Who cares about JD Power awards. You may as well use that trophy as a vibrator on your honeymoon because those awards are doled out to the highest bidder you nitwit!

so is your vagina

[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?