Service done right – Go Enterprise Rent-a-car
You too have probably rented from many companies. In Washington DC, we were at a rental car company and the person helping us couldn’t tell us where we were on the map. Really?
We had great service with the Enterprise Phoenix Sky Harbor, Airport location. This is h
ow it went.
At the rental car, we waited in line about 7 minutes, then we gave our reservation number to our first point of contact.. It was a quick transaction. While we were being helped, I observed the young gentleman at the counter helping a corporate guy in line. The Enterprise employee was friendly, had all the right small talk and even shook the customer’s hand. He did a great job building status and making his customer feel important and welcomed.
Of course, we were in Phoenix. He didn’t take his sweet time, he hustled to get us two waters for the car. Before we reached the cars, he gave us a choice of several cars. Seriously, it was like a car show with the cars shined up instead of the hoods up, the trunks were open and ready to roll. Choice is key. We picked a car and he put the water bottles in the cup holders, then did a thorough walk around the vehicle with us.
What was unusual was that it looked like he knew his job description and he enjoyed his job. This was a rarity indeed. He was observant and recognized how much conversation was appropriate. Next, he asked if we needed help with directions and he showed us the way.
When we drove the car out of the parking gate the gate man, the 3rd point of contact, asked us if we need any directions. That’s great because we might have been embarrassed to ask or felt pressure from the cars behind us to ask. His followup question was how was your service? SMART! I am sure this was to make sure we thought about how great the service was. We were happy campers on our way with no wasted time.
When we drove the car out of the parking gate the gate man, the 3rd point of contact, asked us if we needed any directions. That’s great because we might have been embarrassed to ask or felt pressure from the cars behind us to ask. His followup question was how was your service? SMART! I am sure this was to make sure we thought about how great the service was. We were happy campers on our way with no wasted time.
I’m so glad you had a great experience. We recently had a mix of both. On one day the customer service person we dealt with was very helpful in organizing a one way rental. The next day we called the same location with a question and were told, “We are going to deny this request and any future request you make.” What? Are you kidding? We cancelled the reservation and took our business elsewhere.