This is a quick note to highlight the outstanding service I received today at Enterprise Rent-A-Car (ERAC) in Boston, Massachusetts today.
I spotted the ERAC shuttle in the distance and wondered if I could make it. I started towards the shuttle after stepping outside and tried to make eye contact with the driver, who had already closed the doors. To my delight, he spotted me and waited.
As we pulled up to the ERAC office, the driver instructed us to leave our bags where they were and that he would unload them for us. As we stepped off the shuttle, a cheerful young lady greeted each of the customers as they stepped onto the sidewalk.
Stepping into the air conditioned lobby, the same young lady who greeted customers passed out cold water bottles and maps to individuals waiting in line. As ERAC employees became available, they walked up to the person waiting in line, shook their hand, and introduced themselves. After finalizing the reservation, the employee walked out to the car with the customer.
I noticed that the young man helping me (we’ll call him Samuel, since that’s his name) was moving slowly, seemingly in a bit of pain. His supervisor actually instructed him to take a break after assisting me. Despite this, he made conversation with me as he assisted me, and offered to take my luggage as we walked to the car. I declined of course, but the gesture was appreciated. I found out after inquiring that Samuel was suffering from a blown back, a bad hip, and a hurt ankle. He still walked me out to my car and actually upgraded my vehicle since the class I booked was unavailable.
Outstanding.
Contrast this with my experience at Hertz last week:
- The shuttle driver only permitted customers who had pre-existing reservations, as they were out of vehicles.
- It took almost 30 minutes to get the rental that I reserved online.
- The line was out the door in the lobby and moved abysmally slow.
- The self-service kiosks were unable to complete transactions for anyone who tried them while I was there.
I signed up for their Hertz #1 Gold Club this weekend to avoid the ridiculous wait, only to find them out of cars this week.
Who do you think I’ll be renting with next week?
{ 5 comments }
I’m pretty loyal to Hertz. I’ve been a member of the gold program for a while and love the fact that I can roll to my car without waiting in line…and if there’s a problem I can step in the Gold line if there’s a long line….all you hear is “WTH…he’s next!.”
I’ve had the no cars available happen, especially living in Vegas with all the conventions but if you try calling the day of or or the day before sometimes they can get you into something–if there’s a cancellation.
I’m really trying to like Hertz, man. Like I said, I signed up for the Gold Club in an effort to get around the lines, but I booked too late it seems. Both Avis and Hertz were out of cars for Monday when I checked.
I’ll probably give Hertz a call tomorrow — I’ll let you know how it goes :)
Yeah…I’m not too fond of Enterprise….not since one of their employees jacked my laptop…their asst. manager of that location no less. When something like that happens it doesn’t matter if it’s local or the entire company.
I think your distaste for the brand is understandable after something like that, man—that’s awful. It’s unfortunate that one bad experience can do that, and companies are really quick to absolve themselves of all responsibility when things like that happen.
At least yall didnt deal with Budget! I want to cuss so bad Willie but I am trying to be tactful instead of being a corporate gangster !
Budget is the worst – the website never works and the 800# doesnt work. I told my wife next time to deal with Alamo or Enterprise or Hertz ( and that is a 1-2-3 for u).
You speak of Gold membership are they worth looking into?