The Official Florida Discussion Board

Originally Posted by FailingEnterpriseAdmin

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

Admin- i take it you have given up renting from ERAC, period. i dont blame you and if more people were like you, who protested enough not to rent from them anymore maybe we could see some reform within, but honestly i think change is going to have to happen from within the company and since this company is so imbued with wrong doing it will take a major over haul to get anywhere with them. but i will keep on keeping on and you too. my hat is off to you and others who are trying to seek this company to reform in some way however small

[FailingEnterpriseAdmin]

Originally Posted by Unregistered

Admin- i take it you have given up renting from ERAC, period.

No, I haven't. I would like to go back to being a regular customer. Their office is conveniently located right around the corner and their rates are low. I'd love to go back to being just a regular customer! I'd even be a good customer!

Originally Posted by Unregistered

i dont blame you and if more people were like you, who protested enough not to rent from them anymore maybe we could see some reform within, but honestly i think change is going to have to happen from within the company and since this company is so imbued with wrong doing it will take a major over haul to get anywhere with them. but i will keep on keeping on and you too. my hat is off to you and others who are trying to seek this company to reform in some way however small

Yes, I agree it's going to take something major to get them to reform. The profits they get from these unethical and possibly illegal practices are huge and all the senior managers are probably addicted to those huge bonuses. It's going to take a lot of pressure sustained over a long period of time. They're going to resist as long as humanly possible, plus many months after that, I'm sure.

I don't see any reason our traffic can't keep growing until we're 100 times larger than we are now, seeing as traffic just keeps growing at these exponential rates. I've got a three-year plan in place for growing FailingEnterprise. I understand I need to be patient and that we're really only at the beginning of our process here, but with daily visits doubling every 75 days, time is on our side.

Thanks for the encouragement!

Admin

Originally Posted by FailingEnterpriseAdmin

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

Admin

I know you weren't. But a lot of the new posters on this site that support the green, do not. I had corporte customers like you at some of my branches. They were nice and polite and had to suffer from some of the bullshit at erac. We always made it a point to try and accommodate them fairly. The branch you went to seemed like they didn't make any effort at all. If it wasn't for that branch, Erac wouldn't have this fine website to deal with. If it wasn't for that branch, you would not have the pleasure of reading my friendly banter... :)

Funny how shit works out.

Originally Posted by Heartland Girl75

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.
.

In no way is this ment to be disrespectful, but 1 out of 5 is not the same as 80% unless you sample consists of only 5 customers. Sample size plays a huge, fundamental role in statistics (you went to college, you remember this).

And may I also point out that the other 20% might not have had a bad experience, they just did not feel COMPLETLY satisfied. They have four choices completely, somewhat satisfied, somewhat dissatisfied and completly unsatisfied.

Originally Posted by FailingEnterpriseAdmin

No, I haven't. I would like to go back to being a regular customer. Their office is conveniently located right around the corner and their rates are low. I'd love to go back to being just a regular customer! I'd even be a good customer!
Admin

Hey Admin
Book a reservation at my branch and i promise I'd find a way to convert you into a completely satisfied customer. Can i offer you a "weekend special"?

[FailingEnterpriseAdmin]

Originally Posted by Unregistered

Hey Admin
Book a reservation at my branch and i promise I'd find a way to convert you into a completely satisfied customer. Can i offer you a "weekend special"?

I have no idea how to interpret this offer... There are many possibilities. Which did you intend?

Admin

[FailingEnterpriseAdmin]

Originally Posted by Unregistered

In no way is this ment to be disrespectful, but 1 out of 5 is not the same as 80% unless you sample consists of only 5 customers. Sample size plays a huge, fundamental role in statistics (you went to college, you remember this).

And may I also point out that the other 20% might not have had a bad experience, they just did not feel COMPLETLY satisfied. They have four choices completely, somewhat satisfied, somewhat dissatisfied and completly unsatisfied.

Please correct me if I'm wrong, but I thought the ESQI score was the percentage who chose one of the two top categories, not just the top category. If this is true, then the other 20% chose "somewhat satisfied", or lower.

Which is correct?

Admin

[EnterpriseWarrior]

The marketing theory taught nationwide stands as is:

one dissatisfied customer is more likely to tell as many as 9 people about their bad experience with a company.

Now lets take your argument on satisfied customers:
happy customers will not post on this website because they have better things to do.

If these more proactive dissatisfied customers were to spread the disgust with enterprise? where are they at on this website? Your forums are "probably" divided about 98% ex employees/current 2% dissatisfied customers..when posts are taken into account.

I really dont see how you can support your argument about 1 dissatisfied customer has led to 10k unique ip addresses.

Thats an extremely weak argument with an extremely biased generalization on an extremely broad audience ?

Warrior,

I think admin was referring to himself as the one dissatisfied customer. His dissatisfaction resulted in this website which led to those 10,000 addresses.

Erac drops the ball with many customers, but it's not often that they drop it that many times with the same customer. If Admin had rented from a different branch, he may not have been let down as often, which very well could have resulted in this board never existing. That would have meant that you wouldn't be reading this message at this very moment.

Again, it's funny how shit works out......

[FailingEnterpriseAdmin]

Originally Posted by EnterpriseWarrior

I really dont see how you can support your argument about 1 dissatisfied customer has led to 10k unique ip addresses.

Thats an extremely weak argument with an extremely biased generalization on an extremely broad audience ?

I'm the one customer. Sorry that wasn't clear.

Admin