Question for ?????

Why do you think that there are almost never any new posts from customers that are unsatisfied? Of the few new posts from customers that are dissatisfied most of them are obviously not Enterprise's fault (ex. leaving key underneath mat and expecting Enterprise to find it or dropping the car off with a dealer and neither party notifying Enterprise that the car has been returned). Most of the new posts are gossip among employees. It is kind of funny to read about Sucks to be You's job hunt though.

[FailingEnterpriseAdmin]

Originally Posted by i did not register

Why do you think that there are almost never any new posts from customers that are unsatisfied? Of the few new posts from customers that are dissatisfied most of them are obviously not Enterprise's fault (ex. leaving key underneath mat and expecting Enterprise to find it or dropping the car off with a dealer and neither party notifying Enterprise that the car has been returned). Most of the new posts are gossip among employees. It is kind of funny to read about Sucks to be You's job hunt though.

I encourage satisfied customers to come on here and tell us about their experiences. I'm looking to get more opinions and more voices here.

Originally Posted by FailingEnterpriseAdmin

I encourage satisfied customers to come on here and tell us about their experiences. I'm looking to get more opinions and more voices here.

My question was, Why do you think you don't get more posts from dissatisfied customers? That seems like the original intent of the website, yet you rarely get any. The few that do post something are usually obviously the one at fault but don't understand it.

[FailingEnterpriseAdmin]

Originally Posted by i did not register

My question was, Why do you think you don't get more posts from dissatisfied customers? That seems like the original intent of the website, yet you rarely get any. The few that do post something are usually obviously the one at fault but don't understand it.

I don't have any speculation on why people do or don't post here. What would you like to see?

Originally Posted by FailingEnterpriseAdmin

I don't have any speculation on why people do or don't post here. What would you like to see?

You have speculation on how much you think your website is adversely effecting Enterprise so I thought you would have some speculation on this topic as well. My thought is that there is a reason why Enterprise usually ranks at or near the top of customer satisfaction and that is why you get relatively few customers complain about them on this site.

[tailfins1959]

Originally Posted by i did not register

My question was, Why do you think you don't get more posts from dissatisfied customers? That seems like the original intent of the website, yet you rarely get any. The few that do post something are usually obviously the one at fault but don't understand it.

Part of it has to do with dissatisfied customers getting "beat-up" by posters on this board and getting responses with a variation of telling them to just eat their loss.

[DD Sucks]

Originally Posted by i did not register

Why do you think that there are almost never any new posts from customers that are unsatisfied? Of the few new posts from customers that are dissatisfied most of them are obviously not Enterprise's fault (ex. leaving key underneath mat and expecting Enterprise to find it or dropping the car off with a dealer and neither party notifying Enterprise that the car has been returned). Most of the new posts are gossip among employees. It is kind of funny to read about Sucks to be You's job hunt though.

Let me ask you a question. Why does bad news travel faster than good news? Of course you will never see satisfied customers or satisfied employees on this board, because good news is boring. Happy customers never got the ESQI call, it was only the angry ones. If one angry customer ever called one of our area managers disatisfied, the area manager would harp about it and completely disregard the 10 happy customers we had the same day. People love controversy and drama.

Originally Posted by tailfins1959

Part of it has to do with dissatisfied customers getting "beat-up" by posters on this board and getting responses with a variation of telling them to just eat their loss.

That's probably because most of the unsatisfied customers I've seen on this website are in the wrong. ERAC bends over backwards to make something right for an unsatisfied customer because the company focuses so much on the customer service aspect of the business and the branch's ESQI score. If the customer didn't get their problem taken care of at the branch level and decided to make their gripe on this site, it was probably because the customer was asking for something completely unrealistic. The one exception is holding the right car for a reservation. I admit ERAC is horrible at that. I'd be as mad as ????? in that situation. Only difference is I would have stopped renting from that company after the second time instead of waiting for the tenth time, and would never have created a website with the erroneous belief that it actually affected Enterprise's profits.

Originally Posted by DD Sucks

Let me ask you a question. Why does bad news travel faster than good news? Of course you will never see satisfied customers or satisfied employees on this board, because good news is boring. Happy customers never got the ESQI call, it was only the angry ones. If one angry customer ever called one of our area managers disatisfied, the area manager would harp about it and completely disregard the 10 happy customers we had the same day. People love controversy and drama.

My thought is that just about every business focuses on customer service so much that great customer service is expected rather than appreciated. Plus some people are lonely and like to bitch and moan for attention. I do not expect satisfied customers on this board. My surprise was at the lack of unsatisfied customers posting.

[formererac]

I'm not so sure about "most companies focusing on great customer service". I find that I get mediocre service at best in most places. I'm constantly surrounded by people who must feel it's an absolute chore to do the job they're paid to do, which is service me, the customer. They'll will mumble when they speak to you, not look you in the eye, and give you a condesending attitude in general. Although, working at ERAC it seemed like I dealt with alot of people who just weren't reasonable. I'm not sure if it's because they weren't bright, had unreasonable expectations from the get go, or just enjoyed being able to "talk down" to someone. Probably a combination of all.