Enterprise

Eight Founding Values

Our brand is the most valuable thing we own; personal honesty and integrity are the foundation of our success; customer service is our way of life; Enterprise is a fun and friendly place where teamwork rules; we work hard and we reward hard work; great things happen when we listen to our customers and to each other; we strengthen our communities, one neighborhood at a time; our doors are always open.

Cultural Compass Points

Operations, Diversity and Inclusion, Workplace Quality, Business Practices, Public Affairs & Philanthropy, Environmental Conservation.

Importance of Founding Values

They drive consistency, build trust, support a strong workplace, and ensure long-term success while protecting the brand and serving local communities.

JTFV Award

Jack Taylor Founding Value Award for groups exemplifying Founding Values throughout a fiscal year.

Chairman's Award

Award for exceptional performance across all business lines.

EAA Exceptional Achievement Award

Based on TSQi and Net Profit above Corporate Average.

Current Group Qualifying Status

Qualifying in customer service and growth but need to improve net profit for EAA Award.

General Manager Recognition

Receives a plaque and the group gets $20,000 for community programs for winning awards.

Mission Statement

Take care of our customers, take care of our employees; growth & profits will follow; be the Best Mobility provider in the World.

GP68 Performance Philosophy

Focus on Employee Development, exceeding customer expectations, consistent execution of plans, and aiming to win awards.

Core Areas of Business

Customer Service, Employee Development and Retention, Days Earned Growth, Profitability.

FY Goals

Customer Service: 90; Employee Development: 100% one-on-one completion for all employees; Growth: 10%; Profit: OP $150.

Fiscal Year

August 1 - July 31.

GP 68 Non-Negotiables

Rental Ready 100%, Open/Close Clean, Clean Car Log completion, and customer interaction behaviors.

ESQi

Enterprise Service Quality Index, a measure of customer satisfaction.

Top Satisfaction Drivers

Transaction Timeliness, Vehicle Cleanliness, Employee Professionalism.

Three Critical Customer Questions

How was our customer service? Did everything go well with the rental? Do you leave any belongings in the rental?

Importance of a Clean Car

Reinforces commitment to customer experience.

Customer Alerts Process

Managers receive notifications via email and follow up to resolve customer issues.

Scale Point Analysis

Categorizes customer satisfaction levels to identify operational issues.

Damage Waiver Dispute Handling

Apologize for miscommunication, charge for one day only, investigate further.

Rental Ready

Ensures quick transactions and enhances customer service.

ARMS Reservation Guidelines

Contact required within 20 minutes.

GP 68 Non-Negotiables for Growth

Revenue management and weekly marketing outreach.

E-Plus Benefits

Speeds up transactions, offers discounts, and improves customer experience.

Employee Actions for Corporate Business Growth

Call inactive accounts and make targeted marketing appointments.

GP 68 Non-Negotiables for Profitability

Goal board updates, daily sales execution, and weekly GYST completion.

Importance of Profitability

Enables long-term growth and service improvement.

Sales Wheel Process

Upgrades and ancillary product sales to boost income.

Income and Expense Analysis

Monthly breakdowns of branch performance.

GP 68 Employee Development Non-Negotiables

Monthly one-on-ones and training completion.

Core Competencies for Management Trainee Position

Persuasion, Leadership, Flexibility, Customer Service, Work Ethic, Communication.

S.O.S. Process

Show, Observe, Shape.

Timecard Approval Expectations

100% review and approval daily, addressing errors promptly.

Personal Relationship Policy

Limits manager relationships with direct reports to avoid conflicts.

EAP Resource Program

Confidential support for employees facing personal challenges.

Diversity

Enhances team performance and customer service.

Most Important Value

'Our doors are always open.'

Ethics Committee

Comprises GM, HR, Risk Manager, and Controller to handle ethical issues.

Bad Debt Management Goal

Aim for a goal of $5/car; proactive collection practices are essential.