I experienced the worst car rental company customer service I can ever remember from Enterprise Car Rental in the Oklahoma City Airport recently. The line at the counter was ridiculously long, and they only had one person working the desk. The reservation system ensured they knew the other customers and I were coming, but they chose not to be prepared when we arrived.
I stepped back and took a video of the line which I then posted to my Youtube channel. I tweeted my complaint and within a short time received a reply tweet from @enterprisecares. They gave me an e-mail address and asked for more information, so I sent them the link to my video of the long line along with an explanation of the situation. Within a short time I had this direct reply in my e-mail.
The e-mail promised someone would get back to me and discuss the issue. That was nine days ago, and I’ve heard nothing – no call three days later and no e-mail reply. By any standard, that is dismal customer service. If the long line at the counter was not evidence enough that Enterprise Car Rental does not really care about customers, the non-response to the e-mail certainly is.
When I returned the car a few days later about 5:45 am, there was only one attendant working a lot that was a mess. Once I finally located the attendant, I just gave her my keys and took off.
I see two big problems with Enterprise based on this experience. One is operational. There are no excuses for failing to prepare to impress your customers when you know they are coming. That’s a local leadership issue that I suspect is driven by corporate level training, policy, and reward systems.
The other problem is the disconnect between their social media monitoring teams and the people with the real authority to resolve customer complaints. The Twitter team actually did their job very well, but because of the way Enterprise has structured their response system, the social media team has neither control nor responsibility over the final resolution of the complaint. If you are going to give your Twitter team the authority to promise customers a response from other departments in the company, you should also make it a responsibility for them to follow-up on the promises they make.
Enterprise does have low rates, but their service sucks. I think other companies offer competitive rates and competent service, so I won’t be renting from Enterprise again anytime soon.
What do you think? Please share your thoughts in the comment section below!