Enterprise Rent-A-Car

Enterprise has always been an amazing company to both work for and work with. The people are friendly and truly care that you receive a positive experience.

I typically get great service at Enterprise Dealerships. This morning was a different story for my wife. She was picking up a car while her van was being repaired. Inadvertently we had switched DL’s (another story). I had to take her’s to her. The paperwork was written for the van she was to drive. While waiting this young manager, Douglas Clark, rented it out from under her. He made a mistake. We all do. But what happened next was inexcusable. He never once acknowledged my wife even being there after the mistake was pointed out. He threw his manager trainee, Katheryn Cote, under the bus and let her take all the blame. Expected her to deal with all the negative input we gave them for doing something so lame. No other vans left at this point. It all could have been avoided if he had looked at the pending rental agreement or asked since he knew my wife was waiting there for me and the paperwork had already been completed except for entering into the computer (DL required for that). But, it was apparent he really didn’t care to even try to explain what had happened, or to apologize. After I showed up, he ignored me as well. Not once was even a single glance of the eye in our direction given. Quite apparent he wanted to ignore us. All the while he was nice to 2 other customers that had come in to the store. Now given, we were a bit upset (not obnoxious in the least), but all the more reason for a manager to become engaged with the customer. In this fast paced age we live, many businesses are realizing that the customer experience is what grows the business. This young man is going to have some rude awakenings in his career at some point in my humble opinion. I called him out by name because he was obnoxiously rude and that kind of management really gets under my skin. Especially throwing a subordinate under the bus that way. Katheryn, was flustered, but made the best of it and tried her best to make the situation better. My old boss, Admiral Rickover, would have right then and there swapped their jobs and pay grade on the spot. Of course their boss didn’t see it. That’s why I’m writing this. Hopefully other young managers or wannabes will take it to heart and learn form an Old Dawg, that has learned a few tricks along the way.
Ira B. Funderburk