Recently, I flew from Houston, TX to Detroit, MI via Charlotte, NC. I took the bus from the airport to the Enterprise Rental Car facility, dreading the experience.
I travel about 40 weeks a year and normally rent with National. I can get to the lot, grab any car, and hit the road. Like most business travelers, it’s all about getting to my hotel room or to my home as quickly as possible.
Enterprise is a different animal. Their customer service is stellar. They greet you at the door, walk you to the counter where they take your information. Then you wait to be personally escorted to your car where the clerk walks around with you to look at any potential damage and help you get into the car. They have you sign your paperwork and point you to the gate to leave the facility. It’s a warm, welcoming experience.
Unfortunately, it’s not an experience I have the time for. I don’t need an escort. I don’t want you to walk me around. I want my car and I want to get to the hotel. In my opinion, the only person who might need this service is one who’s never rented a car before. For anyone else, either a road warrior like myself or a family ready to head to Disney, the quicker we get out, the better.
When you look at how your company defines customer service, are you looking at what you THINK the customer wants or what they actually NEED? Do you see it from your perspective (Golden Rule: Do unto others as you would have done unto you”) or from theirs (Platinum Rule: “Do unto others as they would have done unto them”). It makes a huge difference.
Personally, this Enterprise experience has happened to me each time I’ve HAD to use them (I never choose to, but my client made the arrangement) and I for one wish they’d dump the formalities and just rent cars. I’ll rent with National ANY day!
This week, take a look at what you’re calling “customer service” and see if it’s warranted and works. You might be surprised what you find.