I just wrapped up a long, strange trip to see Dead & Company over three days at Golden Gate Park in San Francisco. It was a send-off for my son before he heads off to his freshman year at Syracuse. Since there’s only one nonstop flight out of my hometown in Richmond, Virginia, we decided to make a whole week out of it.
Our trio (my brother came along as well) started off by heading down to Monterey in a rental truck from Enterprise. We originally reserved a midsize SUV, but we upgraded to the F-150 because my son likes trucks. We spent the next three days exploring Carmel-by-the-Sea, Big Sur, and eating all the seafood we could shake a stick at.
We rolled back to San Francisco on Friday to catch the beginning of the festival, dropping off the truck along the way at Enterprise’s downtown San Francisco location. We rocked out all weekend, and, as luck would have it, when we went to pick up the vehicle for our trip to Muir Woods and Napa on Monday, the same truck was available, right where I left it.
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The original airport pick-up had been pretty straightforward, but Union Square was a different story. It felt like the first day this Enterprise team had ever rented a car. The confusion started with a sign that said if I had already checked in, I could skip the line and go straight to the garage. I followed the sign but was stopped by an employee who told me the signage was premature and unnecessary. He motioned for me to join a long queue full of weary-looking Deadheads.
I waited in line while the buffer time I had built into our schedule to visit Muir Woods was quickly disappearing. I was told the vehicle would be ready in 10 minutes. Ten minutes came and went. Still no vehicle. Eventually, the truck came careening around a corner and screeched to a halt in front of the main door. The gentleman who brought it out was doing his best, and to his credit, he hustled. I was handed my paperwork and quickly ushered out.
I got in the cab and immediately noticed the gas tank was only a quarter full. I thought it was a little odd and took a photo for documentation purposes while we continued on to the beautiful redwoods and wine country of Northern California.
When it came time to return the vehicle to the airport, I noticed the rental rate was way off. The truck cost about $80 per day the week before, but this time the daily rate was $280. I hadn’t noticed any of this until I looked at the paperwork. At the return desk, I was told the rate couldn’t be changed because it had been set at the Union Square location. Meanwhile, the person at Union Square had told me the airport team should adjust it. I began to feel the good vibes waning and my pulse beginning to quicken.
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I appealed to the manager at the airport. I told her I rent from Enterprise because it’s a “no shenanigans” experience and compared the surprise billing to some of the experiences I’ve had with shady foreign car rental agencies. She initially told me there wasn’t much she could do. I asked her to reconsider doing the right thing for the customer. She paused, looked me over, and realized I wasn’t going to let it drop. She pecked away at her keyboard for a few minutes, doing her best Airplane! imitation and then handed me a revised contract showing the same daily rate I had paid the week before. I gave her a fist bump and thanked her for looking at the bigger picture. In a few minutes, Enterprise had the opportunity to create a raving fan or a detractor. Thanks to great training and hiring practices, they chose the former.
The entire experience made me reflect: How often in our businesses do we step over dollars to pick up pennies? Are we empowering our employees to do the right thing?
At Livewire, we have a policy that any employee is authorized to spend up to $2500 to make it right for the customer. I’m not sure how often that’s being used, but I know we could do a better job of reinforcing that message. When these policies are baked into the culture, they aren’t one-offs. They become part of the DNA.
Our lowest-paid employees are often the ones who interact with customers the most. Whether it’s in a huddle, a call, or an all-hands meeting, consider making space to emphasize how passion for service can set you apart.
What are you doing in your company to empower your team to make it right for the customer?
Stay frosty, and see you in the field.
