Enterprise Encourages Exceptional Service

enterprise I can’t quite remember if I read it in a book or magazine, but I did read a story about how Enterprise (the car rental company) has a policy that encourages its employees to provide exceptional service to customers. The policy is simple, but if used, has the potential to be extremely successful.

The policy encourages Enterprise employees to stop and assist customers that they notice have a flat tire or are pulled over on the side of the road. If the employees pull over and assist the customer, they get $100. The policy is as simple as that.

I imagine there is a sticker or something on the license plate indicating the cars are from Enterprise. I can imagine how pleasantly surprised a customer would be if he or she was having car trouble and someone from their car rental company pulled next to them and offered to help.

While I’m not 100% sure how often this actually happens in reality, it is a good idea in theory. Having policies and procedures in place that actually encourage and provide a motivation to employees to provide better service are far more effective than most.

Do you have policies for your employees to follow that are specifically designed to impress and wow customers? If not, you should think about ways that customers could use the help and then encourage your employees to provide it.

4 Responses to “Enterprise Encourages Exceptional Service”

  1. Best Customer Service Ever. Period. said:

    Feb 12, 08 at 10:32 pm

    […] If you find our posts useful, don’t forget to subscribe to our RSS Feeds or Email UpdatesIf this is true, it’s the best example of customer service I’ve heard of in a while. Enterprise Rent-a-Car pays $100 to employees who notice a customer with a flat tire and stop, pull over and provide help.  […]

  2. Ben Hubbard said:

    Feb 13, 08 at 8:21 pm

    Ten or so years ago I bought a Ford Taurus. After some years of ownership in the DC Metro area, I was on the 495 beltway and the engine overheated. Broad daylight, and I was with another person, but I was still happily surprised when a single woman stopped to help. She was from the local Ford dealership, not even the one where I bought my car.

    She wasn’t a mechanic by any stretch of the imagination, but did give me information about the Ford Service department at the next exit (which conveniently enough was where I lived) and called them to report my symptoms (which were textbook overheating symptoms if my memory serves).

    In short, she saw a Ford pulled over, and stopped to help. I can’t imagine anyone could do that for any brand of car they see pulled over, but she did this for me.

    As chance would have it, I bought my next car from her dealership’s partner in the same town eight or so years later.

    For the dealership, they would have recouped the $100.00 easily if they were paying this person.

  3. Service Untitled said:

    Feb 13, 08 at 10:09 pm

    Ben,

    That’s a terrific story! That is definitely good customer service and I think along the same lines of what Enterprise is thinking with their policy.

  4. Best Customer Service Ever. Period. said:

    Nov 12, 09 at 8:53 pm

    […] this is true, it’s the best example of customer service I’ve heard of in a while. Enterprise Rent-a-Car pays $100 to employees who notice a customer with a flat tire and stop, pull over and provide […]