The Official Florida Discussion Board

[EnterpriseWarrior]

Originally Posted by FailingEnterpriseAdmin

We welcome everyone to post on the discussion board. If you're not seeing a lot of satisfied customers here, well than that's something to think about, isn't it?

Since when do completely satisfied customers log on to an CompanyHate internet website to express their happiness?

Isn't the rule of thumb-----Dissatisfied customers spread the hate faster than Satisfied customers? Every dissatisfied customer tells 9 friends?
Where are these dissatisfied customers?

Don't use the satisfied customer theory on this website, obviously this website has generated a crop full of more unsatisfied employees rather than unsatisfied customers.

80plus % ESQI

[FailingEnterpriseAdmin]

Originally Posted by EnterpriseWarrior

Since when do completely satisfied customers log on to an CompanyHate internet website to express their happiness?

Isn't the rule of thumb-----Dissatisfied customers spread the hate faster than Satisfied customers? Every dissatisfied customer tells 9 friends?
Where are these dissatisfied customers?

Don't use the satisfied customer theory on this website, obviously this website has generated a crop full of more unsatisfied employees rather than unsatisfied customers.

80plus % ESQI

I have also heard the statistic that dissatisfied customers tell many, many more people about their experiences than satisfied customers. For example, last month 9,599 unique IP addresses viewed pages at FailingEnterprise. This one dissatisfied customer got the word out to that many people in just one month!

You'd think retail companies would know this and work hard to have satisfied customers, or, at a minimum, avoid having infuriated customers.

Let's hope word of mouth and a free market work their magic here...

Admin

And I am sure that over 95% of those posts where from ex enterprise employees who feel that they should have been promoted but didn't have what it takes to be in management.

If you are hearing whistles blowing, it is just confirmation you might have screws loose in your head[/quote]







If I have any screws loose in my head/neck it is becasue of ERAC and yes i may have 6 or so loose in there, thank you and you sahould know what it feels like to have them there in the first place

I guarantee most of the hits on this webpage come from ex or current employees. You don't see too many posts from customers because most of them could care less I would think. If they have a bad experience, they will tell others, but I would think not too many take the time to research the company and try and find a way to post a complaint. People just don't have time and initiative to do that for the most part. I've had bad customer service from other companies, and I just leave it at that. I don't hunt out a medium to vent my frustrations. Now, I'm not putting this site down at all because I get a big kick out of it, and I'm not try to demean admin's experiences, but employees are more likely to be drawn to this site because they have to deal with that company every week.

"For example, last month 9,599 unique IP addresses viewed pages at FailingEnterprise. This one dissatisfied customer got the word out to that many people in just one month!'"

Admin, how can you possible know if those 9000 + views were from customers or potential customers? I would say that the majority of those are from employees or ex employees. I would bet my sarcastic wit on it. The company still sucks any way you slice it, but let's call a spade a spade.

[Heartland Girl75]

Before I worked at Enterprise I was a customer. I had rented a car from group 42 St. Pete. I had reserved a full size and got a Gallant. It was filthy, had no gas, and had a smashed rear bumper. Definitely an ESQI issue. At the time I had no other choice but took the car. I even took it to a car wash and cleaned it myself that is how gross it was. When I returned to drop it off I told the MT the problems and he gave me a free day rental. I did not expect that but was glad to take it. As a customer what I expected and what most expect is to come in to a branch and get 1. A Car 2. A clean car 3. A car with some gas 4. A car to get me from point A to point B 5. A car in a timely manner.

After I started working at Enterprise I took my experience and tried to improve on it by giving the things customers needed upfront instead of having to compensate a bad experience when they returned. What I found out is that poor facilities, understaffed offices, overworked employees do not allow for good customer service to happen. 80% ESQI? Why isn't it 100%? We know in customer service there is always going to be those people that bitch about anything and 100% is impossible to reach. Basically all 80% ESQI is saying is that 1 out of every 5 of Enterprise customers can have a bad experience and that is acceptable. I don't want to be that 1 out of 5.

I do not believe that the problem is in the branches alone or even at a group level. It is the same all over the country with this company. Sure you will find some gems of branches that do great and have great customer service. However, the culture of the company is not about great customer service. The culture is how to make as much money by cutting costs and squeezing as much money out of a branch as possible. That is business, I understand that, but when you are talking about customer service this company would not be at the top of my list. Outwardly they may say it is, but the way it is run now does not allow customer service to be priority.

By the way, I didn't make it to management and didn't want to. I am so glad for that. I have a really great life now without Enterprise. I wish current employees in love with Enterprise could understand that. I am glad for those employees that have had a wonderful run with Enterprise. Please understand that there are those of us that have had a wonderful life without them. No bitterness, no regrets. And guess what I am now a customer again. What are you going to do to earn my business? Come on this site and tell me what a loser I am? If you want to represent Enterprise as a good company represent yourself as a good mature person that doesn't need to defend inadequacy and tear down others to make yourself feel better about where you work.

I Am On Their Dnr List

[FailingEnterpriseAdmin]

Originally Posted by realitycheck

I guarantee most of the hits on this webpage come from ex or current employees. You don't see too many posts from customers because most of them could care less I would think. If they have a bad experience, they will tell others, but I would think not too many take the time to research the company and try and find a way to post a complaint. People just don't have time and initiative to do that for the most part. I've had bad customer service from other companies, and I just leave it at that. I don't hunt out a medium to vent my frustrations. Now, I'm not putting this site down at all because I get a big kick out of it, and I'm not try to demean admin's experiences, but employees are more likely to be drawn to this site because they have to deal with that company every week.

"For example, last month 9,599 unique IP addresses viewed pages at FailingEnterprise. This one dissatisfied customer got the word out to that many people in just one month!'"

Admin, how can you possible know if those 9000 + views were from customers or potential customers? I would say that the majority of those are from employees or ex employees. I would bet my sarcastic wit on it. The company still sucks any way you slice it, but let's call a spade a spade.

Yes, it's probably true that most but nowhere near all of the traffic on the site comes from current and former employees. In addition to customers, I also see some from candidates going through the interview process.

As I've said before, I built the site because of my experiences as a customer, and aimed it towards customers. I'm still amazed at how many current and former employees come on the site to say, basically, "You think it sucks to be a customer at Enterprise, you should try working there!". The employee interest in the site was a complete surprise to me! I'm delighted it happened, of course, and it helps further our cause.

So, no, I don't claim that most of the traffic here is from customers. Some people seem to get all bent out of shape on this point. They see the site was designed for customers, and they see most of the postings coming from employees, and they start accusing me of misrepresenting the site in some way, or cheating in some way when I talk about our large and growing traffic.

Nonetheless, 9,599 unique IP addresses visited the site last month. Regardless of the role of the people visiting, that's got to be an all-time world record for one customer spreading the word on a rental car company. Enterprise still doesn't get it that the Internet allows their customers and employees to compare notes on them. Huge amounts of their profits are predicated upon their employees not being able to easily communicate with each other and their customers not being able to find an audience for their complaints. And the Internet wipes all that away.

Their whole business model is dependent upon this difficulty in communication. Of course, FailingEnterprise is designed to facilitate this sort of communication. Sure, it takes a long time to turn a battleship, but they've got a persistent bow thruster right here in San Francisco. Oh, and we're gaining more power every day (daily site visits now up to 2,200/day, and growing by 32%/month).

When are they going to "get it"?

Admin

The more people that hit the site up, fine by me. I think you get a lot of flak from employees or ex employees because they pulling from their own experiences and are so tired of jerk customers bitching. The San Fran branch dropped the ball big time with you and you have valid complaints. But, I think when some people see that this site was started by a customer, they just assume that you are one of those jerks that would make their day that much longer. They tend to jump to conclusion because they have had many bad experiences with customers in general. I still don't think this site will change Erac because they are blind to the whole concept of change. I think it does provide some solid information to newbies that Erac tried to reel in. I enjoy this site. I enjoy posting silly things. I enjoy telling an asshole that he is one. I think it's great that you have become a thorn in the side of the big green. Keep it up. I agree with much of what you have ot say. Some things seem like a stretch (a few of those articles you posted), but it's your site and if ya want to post them, knock yourself out. This site is a great source for many things: information, venting, experiences, chit chat, and of course my favorite...entertainment.

[FailingEnterpriseAdmin]

Originally Posted by realitycheck

The San Fran branch dropped the ball big time with you and you have valid complaints. But, I think when some people see that this site was started by a customer, they just assume that you are one of those jerks that would make their day that much longer. They tend to jump to conclusion because they have had many bad experiences with customers in general.

Yes, I can understand how a lot of customers can be really infuriating to deal with. Working retail is a tough job and I'm sure some customers can make it really difficult.

Maybe one of the reasons I kept going back to Enterprise and trying again so many times was that I kept thinking that if I just kept trying, it was going to work out. I really didn't want to be one of "those" customers, so I made sure I stayed calm, patient, flexible, and friendly. It was pretty obvious the employees were stressed out and didn't have the resources they needed. I know it sounds awfully weird, but I kept trying to be the best customer I could, in hopes that the problems would resolve themselves. I always made a reservation in advance, showed up on time, usually took CDW, brought the car back on time and never damaged the car. I remember thinking "If I just keep trying hard enough, things will work out there". After fifteen rentals, when they made it clear that this stuff was going to happen all the time, and that I was a sucker and a fool, that's when I felt really betrayed.

In short, I started compensating for them to help them with their issues, and then felt like a sucker for doing so. You want a fast way to get a really pissed off customer? Make them feel like a sucker and a fool. Just don't do it to customers with basic web skills and good lawyers.

Yes, some customers are a pain in the ass and make you reconsider retail altogether. I just wasn't one of them.

Admin