From humble beginnings, Jack Taylor, founder of Enterprise rental cars encouraged his employees to always provide exceptional service. Taylor would reward employees who came upon Enterprise customers and assist them with changing a flat tire or calling for help in the case of a breakdown; exceeding customer expectations was his mantra.
Today, more than 50 years later, Enterprise still leads the way in exceptional customer service. “Take care of your customers and employees first, and the profits will follow,” stated Taylor. Calling his customer service essentials, “founding values” Taylor contended a business doesn’t necessarily have to be perfect, but it needs to handle all of its business promptly and appropriately. Enterprise employees are taught to listen, to be sympathetic and to apologize; customers are kings. Enterprises continues to strive to:
– Protect their brand.
– Be a fun and friendly place to work.
– Emphasize teamwork in all departments.
– Reward hard work.
– Help their own communities.
The 2010 annual satisfaction survey conducted by J.D. Power and Associates, entitled North America Rental Car Satisfaction Survey showed Enterprise Rent-A-Car leading for the seventh year in a row. This year the poll was based on 11,500 business and leisure travelers at airports during the past year. The criteria were based on the following:
– Costs and fees.
– Pick-up.
– Returns.
– Reservation processes.
– Shuttle bus/Van service.
This year’s ratings have risen since the very lean years of 2008 and 2009, but now shows satisfaction is on the rise again, and with the heavy competition and huge inventory of rental cars, the good news is car rental rates are unlikely to increase.
Of the top ten rental car organizations, National scored second place, Hertz scored in third place, and Thrifty came in as number ten.
photo credit: JLaw45
