Common Sense not that Common: ENTERPRISE

My fellow life travelers:

I am just back after some serious business traveling, recharged and ready to pour my heart into this blog. My goal in this section is to share with you some of my frustration in the area of customer service as well as to highlight good business practices whenever I witness one. Of late, unfortunately, the balance sheet is on the debit side.

A few days ago I traveled to Boston. We left the gate at Dayton airport a little late because of bad weather in the East Coast (more about the weather later). Picked up my luggage and went outside to wait for an Enterprise Rent-A-Car shuttle. I waited, and waited and waited for at least 20 minutes. While I waited I saw at least 4 Hertz buses drive by picking up passengers...and no Enterprise bus to speak off...even ALAMO had a least two buses serving my terminal area. I was scheduled to drive to MIT/LL for a meeting scheduled for 3:30 PM. Well, it was 2:40 as we were starting to drive to the Enterprise terminal. Waited at least five more minutes for a customer service representative in a facility in serious need of some remodeling. I was asked to wait for my vehicle (remember, an Enterprise associate will walk you to the car to ensure everything is in order). After another 20 minutes, I approached one of the customers representatives inquiring about my car and expressing to him my need to depart for this meeting. He grabbed my record and walked me to the car reminding me how "unfair" it was for me to jump in front of the line. My response to him was that the business of our nation cannot / should not wait...and off I went. After close to an hour drive (remember the bridge connecting the airport exit to I - 90 West is closed....Lord, was that a mess!) I arrived very late to the meeting...Thank God MIT/LL personnel are truly professionals and waited for me that election day!

My return trip to the airport the following day was not a cupcake, either. Raining cats and dogs, I knew my flight was going to be delayed the moment I was arriving to the airport (UNITED has a wonderful cell / e-mail update system...more about United in my next blog). As I pulled in, who do I run into but my friendly customer representative. He remembered me and asked me if I had made my business meeting (Two points: he actually paid attention to my predicament the day before!). An stimulating conversation followed. In the middle of the Return Area (under a rainstorm) we debated the dynamics of customer service. He shared with me that the Hertz fleet consisted of 23 buses; Enterprise only had five. This group of young people worked hard to ensure they cover the terminals promptly...They cannot (in my view) overcome this disadvantage. As I shared with him that I knew ENTERPRISE was the #1 car rental in the nation and that to hold to that standard the company needed to pay extra attention to detail. We both shook hands and I wished him good luck.

So, my beef is not against this young man nor the Enterprise personnel at Logan...My criticism is against the company higher-ups. As a frequent flyer I have ample experience with car rental companies. Enterprise clearly recruits its employees well...Without exception, these employees understand customer service, work hard (sorry Avis) to ensure a good customer experience, are well read and can engage in conversation in nearly any area of interest. However, these future leaders cannot overcome the fact that ENTERPRISE upper management failed to provide these young people with the tools that will enhance a good customer experience (from buses, to a decent, clean terminal, to a covered returned facility and the list goes on). Good customer service starts way before you arrive to the airport...From reservations to the bus to the counter to the delivery and to the return. These future company leaders deserve better...Hopefully Enterprise will be listening.

To the young man I met in Boston Logan...Keep the excellence in what you do. I can assure you the sky is not the limit for you. Best wishes and continue to keep the customer pulse every day!

Comments are welcomed!

A. Rivera (aka HispaniCoach)
11-Nov-2006