Today At The Tampa Airport

[FailingEnterpriseAdmin]

Hello All,

I flew in to the Tampa airport today, and while I was waiting for my luggage, I got to observe the Enterprise rental counter.

Behind the counter was only one employee, a tall white guy, looked about 24, with white shirt and a striped tie. During the ten minutes I watched him, he was still talking with the exact same customer, even though six additional customers had now joined the line. At this rate, the customer at the end was in for a more than one-hour wait.

By contrast, I went to the counter for the company I normally use and they had three people working and no line. I had keys and was gone in 45 seconds.

How many times do I have to keep making this point, Enterprise? Your insistence on having a ten-plus minute conversation with every customer, while chronically short-staffing your branches, is going to drive away every customer who values their time in the slightest. No business traveller will ever put up with this.

Oh, and for the entire ten minutes he was doing the "upselling", he was chewing gum with his mouth open.

Andy Taylor: Do you just completely not travel by commercial flight anymore and just never see this?

Doomed.

All this time you live and breathe ERAC and you still dont get it???Corporate business is just a bonus for ERAC. It could drop to ZERO and no one would lose any sleep. They are not going to change the way they do things to satisfy such a small percentage of there business model. Time to move on.

[GP51 Weidner's Bitch]

Originally Posted by Unregistered

All this time you live and breathe ERAC and you still dont get it???Corporate business is just a bonus for ERAC. It could drop to ZERO and no one would lose any sleep. They are not going to change the way they do things to satisfy such a small percentage of there business model. Time to move on.

Not entirely true - they've mastered just about everything else (insurance replacement for sure) and have a very significant market share. However, corporate business is something Enterprise has not come close to dominating. So, for the past two or three years, they've been salivating profusely about possibilities in the corporate market. They've shoved new program after new program down our throats, wanting to capture and steal as many corporate accounts as possible. In fact, we get the ridiculous and majorly exagerrated messages everytime we "steal" an account away from Hertz. Woo-hoo...high fives all the way around! So, yes, they would lose sleep if they lost their corporate business.

My only question is this: if they want to even compete with the competition, why the hell don't they change the system for corporate travel? In and out in 45 seconds would make them somewhat of a competetion (although the choice of cars will still never be able to compete). But they'll never do that. So, Admin - keep renting from where you rent. And go slap that SOB for chewing gum at the counter!

Originally Posted by FailingEnterpriseAdmin

Hello All,

I flew in to the Tampa airport today, and while I was waiting for my luggage, I got to observe the Enterprise rental counter.

Behind the counter was only one employee, a tall white guy, looked about 24, with white shirt and a striped tie. During the ten minutes I watched him, he was still talking with the exact same customer, even though six additional customers had now joined the line. At this rate, the customer at the end was in for a more than one-hour wait.

By contrast, I went to the counter for the company I normally use and they had three people working and no line. I had keys and was gone in 45 seconds.

How many times do I have to keep making this point, Enterprise? Your insistence on having a ten-plus minute conversation with every customer, while chronically short-staffing your branches, is going to drive away every customer who values their time in the slightest. No business traveller will ever put up with this.

Oh, and for the entire ten minutes he was doing the "upselling", he was chewing gum with his mouth open.

Andy Taylor: Do you just completely not travel by commercial flight anymore and just never see this?

Doomed.

Wow Admin, you really don't know Enterprise's core business. Like the couple of posts before me, Enterprise is not interested in changing to meet the needs of the "I gotta have my car now, parked in a spot with my name on it, warmed up, with a fresh-baked cookie on the seat" customer. They believe in customer service through spending a couple of minutes actually talking to the customer and showing some semblance of being human. I recommend you stay with renting who you rent from and stay away from Enterprise, they will not change for you.

Originally Posted by FailingEnterpriseAdmin

Hello All,

I flew in to the Tampa airport today, and while I was waiting for my luggage, I got to observe the Enterprise rental counter.

Behind the counter was only one employee, a tall white guy, looked about 24, with white shirt and a striped tie. During the ten minutes I watched him, he was still talking with the exact same customer, even though six additional customers had now joined the line. At this rate, the customer at the end was in for a more than one-hour wait.

By contrast, I went to the counter for the company I normally use and they had three people working and no line. I had keys and was gone in 45 seconds.

How many times do I have to keep making this point, Enterprise? Your insistence on having a ten-plus minute conversation with every customer, while chronically short-staffing your branches, is going to drive away every customer who values their time in the slightest. No business traveller will ever put up with this.

Oh, and for the entire ten minutes he was doing the "upselling", he was chewing gum with his mouth open.

Andy Taylor: Do you just completely not travel by commercial flight anymore and just never see this?

Doomed.

Yawn. . . . Oh, I'm sorry; I fell asleep through that last post.

Well, like so many others have told you, get a life. No body cares if Enterprise have great service or crappy service.

Why don't you really do something about it? Get the BBB to start investigating. By some advertising time on a local network. Get laid. But please, do SOMETHING! I grow weary of this mock action.

The guy was chewing gum? Who gives a shit? Not me. Certainly not your loyal readers. And, I can assure you, Andy is too busy counting his money to be concerned. In fact, I wouldn't even address him on your site; it only falls on deaf ears . . . seein' as how he's not ever going to read your posts.

It really is time to move on Admin. The lust you have for vengeance against ERAC has rotted your soul away. And that's just...well... completely pathetic??? Even the corner of the market that they are so bad at accomodating is GROWING!!!! You can't stop the green machine!!! And why would you?? or anyone for that matter!!!! So some whiteguys are making money, and you think if they did things differently they'd make more. That's really what this fight is about. Put your passion into something meaningful like stopping world hunger, or global warming. Make the WORLD better. Not the REPLACEMENT RENTAL CAR INDUSTRY!!!!!!

[gp65:(]

I think it is hilarious how passionate ERAC employees feel about ERAC.

Originally Posted by FailingEnterpriseAdmin

Hello All,

I flew in to the Tampa airport today, and while I was waiting for my luggage, I got to observe the Enterprise rental counter.

Behind the counter was only one employee, a tall white guy, looked about 24, with white shirt and a striped tie. During the ten minutes I watched him, he was still talking with the exact same customer, even though six additional customers had now joined the line. At this rate, the customer at the end was in for a more than one-hour wait.

By contrast, I went to the counter for the company I normally use and they had three people working and no line. I had keys and was gone in 45 seconds.

How many times do I have to keep making this point, Enterprise? Your insistence on having a ten-plus minute conversation with every customer, while chronically short-staffing your branches, is going to drive away every customer who values their time in the slightest. No business traveller will ever put up with this.

Oh, and for the entire ten minutes he was doing the "upselling", he was chewing gum with his mouth open.

Andy Taylor: Do you just completely not travel by commercial flight anymore and just never see this?

Doomed.

What's really funny is that 6 people got into line, and were willing to wait for their car. They must be doing something right if people are willing to wait. Good job Admin, you are really making a dent in their business.

[FailingEnterpriseAdmin]

Originally Posted by Getoverit

Wow Admin, you really don't know Enterprise's core business. Like the couple of posts before me, Enterprise is not interested in changing to meet the needs of the "I gotta have my car now, parked in a spot with my name on it, warmed up, with a fresh-baked cookie on the seat" customer.

Thanks for setting up a straw man just so you could knock it down. I don't know anyone like that.

Originally Posted by Getoverit

They believe in customer service through spending a couple of minutes actually talking to the customer and showing some semblance of being human.

Except that's not why they do it. They do it because upselling at the counter under the guise of being friendly is extremely profitable. And if you want to show some semblence of being human, making your customers cool their heels for 30 minutes isn't going to do it.

Originally Posted by Getoverit

I recommend you stay with renting who you rent from and stay away from Enterprise, they will not change for you.

Even if they won't change for me, at a minimum we'll be able to warn everyone who values their time in the slightest to stay away from Enterprise.

[FailingEnterpriseAdmin]

Originally Posted by Unregistered

Yawn. . . . Oh, I'm sorry; I fell asleep through that last post.

OK, that was funny.

Originally Posted by Unregistered

Well, like so many others have told you, get a life. No body cares if Enterprise have great service or crappy service.

We serve 23,000+ pages per day. What, exactly, do you mean by "nobody" cares?

Originally Posted by Unregistered

Why don't you really do something about it? Get the BBB to start investigating. By some advertising time on a local network. Get laid. But please, do SOMETHING! I grow weary of this mock action.

The guy was chewing gum? Who gives a shit? Not me. Certainly not your loyal readers.

If he's going to have a four year degree, and be called a "Management Trainee", and wear a white shirt and a tie, and force customers to have a ten-minute conversation for which the sole purpose is to upsell them out of what Enterprise already agreed to, then, no, he can't chew gum with your mouth open. If you don't understand this, then you need to look for another career.

Originally Posted by Unregistered

And, I can assure you, Andy is too busy counting his money to be concerned. In fact, I wouldn't even address him on your site; it only falls on deaf ears . . . seein' as how he's not ever going to read your posts.

Oh, I've heard he reads them. He probably has someone print them out occasionally, but he reads them.