Corporate ESQi Average Falling?

[C9Kid]

He's not out of touch. He's trying to bullshit you. If he doesn't put on that kind of facade, it may crack the perfect image of ERAC for those who are still drinking the koolaide. But, why would he care? MT's are a dime a dozen, and those who are making commission will still try to make more money, thereby making him more money...it's the perfect business set up for an apathetic CEO.

[FailingEnterpriseAdmin]

Originally Posted by Unregistered

Here is the exact email sent out by Uncle Andy:

"This past February we hit 80 percent ESQi in Daily Rental, which means
80 percent of our customers were "completely satisfied" with their
rental experiences for that month. It was the first time we achieved this
milestone in our history. However, since February we have seen our
ESQi trend downward to 76 percent in July.

It's no secret Enterprise has experienced a great deal of success over
the past 50 years, but it took a long time to earn our position as the
industry leader, a fact I know we are all proud to say. We earned this
spot because of one thing - we strive to provide "top box" customer
service with each and every customer interaction. Simply put, we are a
customer service company that happens to rent cars.

Customers seek out and stay with Enterprise because of the courteous,
personalized service you provide them every day. This standard of
excellence and the idea of treating our customers and partners like family is
what fuels our success and creates opportunities for all of you.

I know the summer months can be an incredibly busy and difficult time
to maintain this edge, but let's start this new fiscal year by elevating
our customer service to the world-class level we and our customers are
accustomed to. That's what Enterprise is all about.

Once again, thank you for all you do.

Andy"

Simply put, we are a customer service company that happens to rent cars.

Oh. My. God.

These words are so far from reality I'm almost speechless. You would think that after the recent convictions of CEO's from Enron, WorldCom, etc., he'd be more careful to avoid just these types of blatant outright lies.

If Enterprise ever goes public or does a spin-off, I'm going to use the power of Failing Enterprise to publicly audit their public financial statements. If he lies to Wall Street like he lies to his customers and employees, I'll bet we could see a conviction. Whoever is the next Eliot Spitzer is going to have my cell phone number on speed dial and we'll work together to clean up these issues.

We're fighting a war, for Pete's sake; the last thing we need is someone like this scamming American men and women back home.

I believe that Andy believes his company to be honest and fair. BECAUSE that is how HE RAN it....back in the day. Well, the times are different. And yes our ESQI is down. At my branch it is very low. In the high 60's. And I can not get promoted because of it. It is not because we are not providing great customer service, it is bc my manager is mentally checked out, degenerate customers know how to work the system, and mainly because upper managment sets us up for failure...ie not selling out when they know there is not a freakin car in site.
No, I can not make a customer completely satisfied if they can book a deal on the internet at 9pm and want to go in at 8am and pick it up. The whole system is a bunch a crap. And hell yes do I wish I payed attention in college and went into a different career....but no....by 6:30 I am on monster.com bc this shit hole of a job bends me over every fucking day.

And no I dont feel like making a customer "completely satisfied" when I work 60 hours a week, get paid shit, and never get a lunch break!

[slave no more]

I agree with the above poster 100%. Andy has no idea what REALLY goes on in his company or has turned a blind eye to it (I go with the first). The shadyness usually starts on the RRM level and down. VPs are usually a little better at cutting off the BS but again there are those out there that promote it. Andy is a genuine business man and genuinely cares about people and service and his FAMILIES name and company. I was always taught and told that working for ERAC is a sales job. Not customer service and every interview I took place in my ARM started off with that exact line. The shit rises but I don't think to the top. Also Admin and I have stated this before, no one is going to use FE.com as a reference for anything until you gain back the integrity of the site. It is being tarnished by sucks to be you and ahost of others, the threads on people sucking dick and giving ??? for promotions and all of the other nonsense that has gone from the customer service intentions to basically a mudslinging site for ex and current employees to talk shit about people behind their backs.

The other issue here also is the integrity of this sites "mission statement" towards free speech. "Free speech is not for sissies" yet it doesn't seem to be for you. I am in no way trying to call you out or bash but you cannot expect people to take the above quote seriously when you are deleting threads soley going against you and not those that are verbally harmful to others and are in most cases not provable. I respect your intentions and your opinions about every this site means to you and if I am banned after this then so be it but you cannot sit there, call ERAC liars for taking reservations and having the intentions of getting you into a car and failing those intentions, call them liars and then out and out "lie" to your customers here on FE.com. Change the mission statement, allow people to post whatever or make this a site of customer service and employment issues. Not a high school locker room where the person with the smallest dick and the biggest mouth (sucks to be you) rants and raves about nonsense.

I am not sure what happened-and if we are talking about the sucks to be you fella. I think this site should be free speech to a point.
listen i get verbally abused at work, i dont wanna read it when i log on here to vent about how erac bends me over everyday.

we are all adults and i dont know why that guy (or others) can not act like it. I am not saying we have to be PC here because god knows that is not how the real world is....but there should be a level of respect shown.

but i do understand that-it would not be considered free speech but there is a level of respect that i think we all deserve. and if someone was cut off, that should be ok.

[FailingEnterpriseAdmin]

Originally Posted by slave no more

I agree with the above poster 100%. Andy has no idea what REALLY goes on in his company or has turned a blind eye to it (I go with the first). The shadyness usually starts on the RRM level and down. VPs are usually a little better at cutting off the BS but again there are those out there that promote it. Andy is a genuine business man and genuinely cares about people and service and his FAMILIES name and company. I was always taught and told that working for ERAC is a sales job. Not customer service and every interview I took place in my ARM started off with that exact line. The shit rises but I don't think to the top. Also Admin and I have stated this before, no one is going to use FE.com as a reference for anything until you gain back the integrity of the site. It is being tarnished by sucks to be you and ahost of others, the threads on people sucking dick and giving ??? for promotions and all of the other nonsense that has gone from the customer service intentions to basically a mudslinging site for ex and current employees to talk shit about people behind their backs.

I've been making more of an effort here lately to improve the tone of things. Every day I'm deleting several messages that are nasty or offensive or would discourage people from participating. I think things have been better in the last week or two.

Originally Posted by slave no more

The other issue here also is the integrity of this sites "mission statement" towards free speech. "Free speech is not for sissies" yet it doesn't seem to be for you. I am in no way trying to call you out or bash but you cannot expect people to take the above quote seriously when you are deleting threads soley going against you and not those that are verbally harmful to others and are in most cases not provable. I respect your intentions and your opinions about every this site means to you and if I am banned after this then so be it but you cannot sit there, call ERAC liars for taking reservations and having the intentions of getting you into a car and failing those intentions, call them liars and then out and out "lie" to your customers here on FE.com. Change the mission statement, allow people to post whatever or make this a site of customer service and employment issues. Not a high school locker room where the person with the smallest dick and the biggest mouth (sucks to be you) rants and raves about nonsense.

I find myself with two core values that are somewhat in conflict. I really value free speech and I also really value civil discussion. One person's free speech can have the effect of suppressing another person's desire to participate in the discussion. There are some people on this discussion board who seem to have a well-practiced ability to be so mean, nasty and offensive that they have the net effect of driving other posters away. It's not obvious which "free speech" I should support at the expense of the other; the shitheads or the people really trying to have a conversation and learn something here?

I regularly get complaints that I'm deleting messages and thus not allowing true "free speech" and I also regularly get complaints that I'm not deleting nearly enough messages and that the site has too much garbage on it. Sometimes I get both of these mutually exclusive complaints from the same person. I think this is further evidence of the idea that these two goals are often in conflict.

I'm still learning how to run a community like this. Over the past couple of weeks, I've found that by being a more active presence here and suppressing some of the more nasty comments, many posters feel safer about posting here and we've had better conversations.

As for Sucks-To-Be-You: it's hard to know what to make of him. I've generally found him to be pretty harmless (the one glaring exception is that I don't want him making threats of physical violence here or anywhere else). I actually found him to be sort of entertaining. Sure, I deleted several of his more out-of-bounds messages, but overall I didn't feel like he was trying to suppress other people from posting.

Yes, he clearly has some problems and perhaps some failings in judgement and self-control, but underneath it all, I thought he was actually of pretty good character. He wasn't trying to hurt anyone else (again, the threats are a big exception here), and basically just wanted to get his job back and be left alone.

Maybe here's my standard: there's an important difference between having an argument in which our ideas are competing in a contest to see which provides a better approximation of the truth, and a fight in which the goal is to hurt the other person so much they give up and walk away.

In my opinion, a lot of people get these two ideas, arguing and fighting, confused, and as soon as someone disagrees with them they immediately launch into a series of nasty insults to try to "win" the fight. I think this error in thinking is especially common among the highly social, heavy drinking, middle-range frat boys and sorority girls that Enterprise tends to hire.

I like a good argument, but I'd rather stay out of fights. I've had two hour arguments with friends in which we've both learned a tremendous amount. By contrast, any posting that starts off with "You're such a fucking douche bag no wonder you're the laughingstock of this discussion board" isn't going to illuminate anything.

I can perfectly well understand how you or anyone else could feel that I'm being inconsistent in the way I run things here. We all come from different backgrounds and have different values. We all react to different provocations differently. It may be the case that I'm being consistent within my own moral framework but others, who have a different moral framework, feel I'm being inconsistent within theirs.

Yes, there were a handful of shitheads that I banned from the board. They seemed to focus on just being relentlessly nasty and verbally abusive, and were attempting to bully me and mock me with every post. Truth1 even tried to mock me for how easily he "dominated" me on the board. Taunting the Administrator like that is a fast way to get thrown out of anyone's discussion board.

Please remember that free speech only means that the government can't shut you up, and that no one can use the courts to prevent you from speaking the truth. This is a private discussion board and I can uninvite anyone I want. They still have the right to go anywhere else and say whatever they want. I'm not suppressing their right to free speech, I'm just throwing out someone who's being disruptive to everyone else's right to free speech. Somebody's got to be the daddy here, and a lot of people are just naturally going to be angry at whoever that is.

And no, I'm not in the least bit offended by your post. You're bringing up good ideas and trying improve things here and actually learn something rather than simply attack me. Keep up the good work.

How's business been?

Originally Posted by FailingEnterpriseAdmin

I've heard corporate ESQi average recently fell 3 points to 76. Is this true? What's been the reaction?

Kind of funny that this whole thread is a result of a guy simply poking the beast. It is just Admin bragging that he knows information that Enterprise would rather not have the public know.

[slave no more]

Originally Posted by FailingEnterpriseAdmin

How's business been?

Business is good. We are experiencing 57% YTD revenue growth over last year and 65% profitability growth over last year as well so we are making some waves. I see your point about the inner conflict and I think you have done an admirable job in attempting to keep things civil I just think that since you are the admin and threads and posts about you are getting deleted and are more prominent it looks that you are keeping things one sided. I have seen some other posts deleted from other threads not pertaining to you so it's not one sided. Good luck on poking that beast as the above mentions.