Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers

by Kirk Kazanjian

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 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

• Actively seek out un satisfied customers and quickly turn them into loyal fans
• Hire smart people and train them from the ground up
•Develop methods to reduce costs and add value for your customers in every interaction.
• Grow your business by rewarding employees with financial incentives, forming strong partnerships, and focusing on the long-term
• Thrive during tough economic times by bringing new advantages to the market
• Cultivate a fun and friendly workplace where teamwork rules

In EXCEEDING CUSTOMER EXPECTATIONS, noted business author Kirk Kazanjian reveals how your company can consistently outperform and outsmart the competition by following a simple philosophy espoused by Enterprise founder Jack “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 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 imparts timeless lessons on satisfying both customers and employees that you can put to use right away, no matter what your business or industry.

Genres: Business

256 pages, Hardcover

First published January 1, 2007

Reviews

[Ivan Kuznetsov · Rating 1 out of 5]

Seems to have been written by a no-name management consultant...

[Carrentalpunjab · Rating 4 out of 5]

Good Book. Read this very informative. We also run Self Drive Car Rental business in Ludhiana, Punjab check our site Carrentalpunjab.com

[Anne · Rating 3 out of 5]

The CEO at my last company made the members of the Employee Council read this. Why we were reading a book about customers instead of employees, I'm not sure. This book was very interesting, though. I liked reading through it and thinking about what my company (and past companies I'd worked for) was doing like Enterprise, what we were not, how Enterprise's principals could be applied to other situations, etc.

Also, it made me think about the experiences I've had with Enterprise and what I've seen put into action. And pretty much convinced me to rent a car from them every time.

[Derek · Rating 3 out of 5]

I agree, it is somewhat of a self-aggrandizement, but that's what I began reading the book knowing. They gave a generally good idea of what brought about their success, of how their focus on the customer led to a stand-out position in their industry. Unfortunately, they would discuss a few general points, then summarize the chapter at the end with a long list of incredible traits/values that I WISH they would've discussed in greater depth. The book gives a few specifics but most are broad and too vague. Still beneficial read and good ideas, though.

[Don · Rating 4 out of 5]

uss enterprise, measure and track, make everyone feel special, over 2/3 leave due to poor treatment, $5 blades, kiss, dress professional, solid vocabulary, one price sales, Druker-manage what measure, lose company difference, esqi factor, 9 pt best/worse and 80 goal, visit stores meet staff individually, service over product, hear you smile, shake hand and thank you, active listening, teach others, 8 month training, partnerships, continuous focus on what customers.

[Bryan Nann MBA · Rating 1 out of 5]

Was a little disappointed, having worked for Enterprise for 12 years and grew up around the company since age sixteen. There are some great historical takeaways from Enterprise and the professional philosophy of Jack Taylor, the book really only captured surface information. It read more like an infomercial for joining Enterprise than digging into the specifics that made them great at exceeding customer expectations.

[Renee · Rating 2 out of 5]

To me, this book was common knowledge. I mean, it seems SO CLEAR. SO EASY. But truth be told, some of the simplest ideas on servicing customers is not practiced in the business world today. I am proud to work for a company that sets the standard for excellency, but feel, that honestly, even some of our own employees could use some 'one on one time' with this book.

[Vi · Rating 3 out of 5]

This book details both the history of Enterprise Rent-A-Car, but also its corporate values and mantras. The company itself is a fiscally conservative company that takes risks slowly; however, the method in which it has maintained its growth and kept its customer and employees is well worth reading.

It is akin to reading Drucker. Obvious, common sense ideas from the get go.

[Hari · Rating 4 out of 5]

Good Book detailing the story of how one company grew from nothing to a major player in the car rental business. The author Kirk sometimes comes across as almost sucking up to the owners of the business but in general not a bad read.

Borrow it, don't buy it. Definitely worth a read for anyone interested in customer service,

[Sam Motes · Rating 3 out of 5]

Gives a history of the Taylor family's creation of Enterprise and extols on leadership advice based on their successful track record. Pleasing customers beyond expectations and building an engaged up petard mobile employee base passionate about customer service is the take away. Nothing earth shattering here but still an inspirational read on leading an organization.

[Devin Partlow · Rating 3 out of 5]

One big anecdote. I mean its cool to read about how Enterprise became the huge success it is today, but you can't just take everything they did and teach it as if it will work out for everyone else.

2.5 stars

[Jeff]

Basically a warm fuzzy endorsement of Enterprise car rental.

[Jakob Kristensen · Rating 5 out of 5]

Great business book, I got lots of inspiration from reading this book! Recommended.