The Taylor family has built Enterprise into the world's largest car rental company using some simple principles:
Ask the customer. Enterprise calls about 2 million customers a year to ask how satisfied they are and whether they would consider renting from Enterprise again.
Make happy customers count. While pay depends on branch profits, managers don't get promoted unless they keep customers satisfied.
Link arms with partners. An Enterprise computer system, the Automated Rental Management System, or ARMS, connects Enterprise branches with insurers and body shops to track the progress of repairs, saving everyone countless phone calls and faxes.
Save money to earn money. The technology, along with Enterprise employees working on site at insurers, has helped reduce the length of wreck-replacement rentals, costing money in the short run but bringing in more business.
Help employees grow. Most of Enterprise's top managers started at one of its branches. To add opportunities, Enterprise doesn't expand an office that has grown too busy. Instead, it opens another, partly to give new managers a chance.
Ron of FL @ Jul 07, 2009 14:13:17 PM