In a world where corporate giants (e.g.: Bank of America, Wells Fargo, JP Morgan/Chase, Goldman Sach

What's the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nation's #1 car rental dream hotel new york city company. Drawing upon the time-tested strategies that have propelled Enterprise from a single location in St. Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to:
In EXCEEDING CUSTOMER EXPECTATIONS, noted business author Kirk Kazanjian reveals how your company can consistently dream hotel new york city outperform and outsmart the competition by following a simple philosophy espoused by Enterprise founder dream hotel new york city Jack Taylor: "Take care of your customers and employees first, and the profits will follow." Winning customer loyalty is like running a marathon–not a 100-yard dash. By mastering dream hotel new york city this principle, Enterprise has earned not only record profits, but also received numerous awards for customer service and earned an enviable reputation as one of the world's best companies to work for.
EXCEEDING CUSTOMER EXPECTATIONS by Kirk Kazanjian may be viewed in a variety of ways. Many will consider this book nothing more than a marketing campaign, and in large part, they would be correct. However, I find no fault in that. If that were the intention of the people at Enterprise, it is ingenious. They certainly won my loyalty, not that I ever have much need to rent a vehicle, but if I ever do, .
Others dream hotel new york city might view this book just as the title opines, an instructional treatise on customer service. They too would be correct, but only to a certain degree. I say that because I found the book to be more of a business model. In fact, I would say this book is broken down thusly; 50% business model, 30% Enterprise company history and 20% customer service. Therefore, my only big knock on this book is the title, which leads the reader to believe customer service is the primary focus here. It is not. That is not to say, however, that readers will not glean valuable dream hotel new york city information on customer service, just not as much as this reader would have liked.
The book reads well and Kazanjian is to be commended for his work, but I do not believe the story paints dream hotel new york city quite the intended picture. dream hotel new york city I found in large part, the Enterprise Company bumbled its way into prosperity because a few headstrong employees refused to follow company policy! A good example is the Enterprise we ll pick you up mantra. I won t give too much of the book away, but this and other business innovations within the company happened by chance. Please do not mistake this as ridicule of the company. Enterprise is certainly a gem in today s marketplace, just understand that according to this book, much of the company s success wasn t planned that way. Perhaps that in and of itself is what has made them successful; their ability to adapt.
I would like to make one other observation about the title of the book. My fear is that many will miss out on this book because dream hotel new york city of the title. This is an excellent resource for constructing a business model and is, at best, a mediocre source on customer service. If you are on a quest for knowledge on exceeding customer expectations you will likely be disappointed here as there are certainly more informative volumes available.
This is a good book, but Mr. Sklar s reading of the material makes it sound like the guys at Enterprise Rent A Car should, dream hotel new york city by the 4th disc, have a cure for cancer! It is interesting to hear how CEO Jack Taylor was able to start the business from a small idea at a single dream hotel new york city car dealership in St. Louis. But, as the company grows, Jack and later his son Andy are given credit for anticipating every challenge, and solving them with their stunning execution of the business dream hotel new york city plan to provide excellent customer service.
At every turn, Enterprise emerges as the leader, the innovator, the business where everything turns to gold! When talking about the succession plan from Jack to Andy Taylor, Andy is presented as the humble genius who has the vision that dad did not, while wise dad looks on with fatherly pride as his son and family members dream hotel new york city of course think that running a family business is best because after all, Enterprise Knows Best!
By the 3rd CD, I kept listening just to hear how amazing everyone could Enterprise could be! IT Systems? Deployed in a single dream hotel new york city bound. Partnerships with insurers? Progressive L O V E loves Enterprise, so much so that the CEO appears unscripted in a Thank You commercial sent to Enterprise employees. Enterprise is so smart that they know that if they reduce the number of days that their insurance customers are in a car (thus reducing immediate revenue to Enterprise), it will save the insurer money, which will result in more love for Enterprise among claims adjusters truly a Win Win! Rah Rah Sis Boom Bah.
As a claims adjuster who started in the insurance business in 1984, I am interested in the subject insurance replacement vehicles. But I know from experience as an Enterprise customer that the genius and seamless technology touted only partly works. I ve made reservations on the ARMS automated rental system, then called the office to talk about the order that I placed on ARMS. The local offices have told me that they don t know how to use ARMS, so they can t answer my question about how ARMS works. dream hotel new york city Or, if I assign dream hotel new york city a car at insurance rates, the local office will still try to sell supplemental insurance and ad ons even though the local office knows that it isn t part of my company s profile.
While the book makes it sound like the Enterprise field offices are entrepreneurial fields dream hotel new york city of dreams, they are sometimes run down and scuff walled dream hotel new york city lonely outposts in the backs of car dealerships and body shops. The book says that Enterprise doesn t want to spend much money on offices dream hotel new york city because customers won t be there long. This is balanced by the awesome customer service, and the free soda offered on a hot day. I ve never been offered a free soda at an Enterprise office.
As to the culture, from speaking with former Enterprisers, after a while, the go go go atmosphere becomes too much. If you are not 25-30, dream hotel new york city young and willing to party it up, you won t keep up with the culture. I also get the impression that the work hours are very tough 7 a.m. to 7 p.m. daily at a job where you are running dream hotel new york city all day to move cars.
All that being said, Enterprise is the only car rental company that I refer as a claims adjuster. They get the job done, know the claims process, and have plenty of locations. I can confidently refer a claimant to Enterprise and know that the process will go smoothly enough, and Enterprise will be helpful to me and the claimant.
This book was written in 2007. Listening to the book in 2009, after the bank meltdowns and stock market flop, it s hard to be this enthusiastic about the wizards of car rental that founders of Enterprise are made out to be. This business book has some solid customer dream hotel new york city service ideas, many which are in practice dream hotel new york city at the $4B/year company I work for, but I would have liked a little less candy coating ala Mr. Sklar s reading of the material.
In a world where corporate giants (e.g.: Bank of America, Wells Fargo, JP Morgan/Chase, Goldman Sachs) and the executives who populate them have been revealed to be the lowest form of human filth (they lie, cheat, dream hotel new york city and steal as a regular course of business and then they pay off the politicians to avoid prosecution) this book offers an extraordinary dream hotel new york city peek into the inner-workings of one of the world s great companies! dream hotel new york city They are ruled by, honor, integrity, customer service, fair pricing, and doing what is right always! dream hotel new york city Simply dream hotel new york city refreshing!