Enterprise

  • Area Manager

Company Philosophy

  • Name our 8 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: They drive consistency, build trust, support a strong workplace, and ensure long-term success while protecting the brand and serving local communities.

AWARDS:

  • Most prestigious awards include JTFV, DR EAA, and Chairman’s Award.

    • Criteria:
      • Jack Taylor Founding Value - Award for groups exemplifying Founding Values throughout a fiscal year.
      • Chairman's Award - Exceptional performance across all business lines.
      • EAA Exceptional Achievement Award - 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.

  • Recognition for winning:

    • General Manager receives a plaque and the group gets $20,000 for community programs.

  • 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 and 4 pillars:

    • Employee Development is the most important aspect.
    • Always exceed customer expectations.
    • Consistent execution of plans.
    • Aim to be the best and 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

Customer Service:

  • GP 68 Non-Negotiables: Rental Ready 100%, Open/Close Clean, Clean Car Log completion, and customer interaction behaviors.
  • ESQi: Enterprise Service Quality Index, measuring customer satisfaction.
  • Top satisfaction drivers include Transaction Timeliness, Vehicle Cleanliness, and Employee Professionalism.
  • Three critical customer questions and importance:
    • How was our customer service?
      • Ensures continual improvement.
    • Did everything go well with the rental?
      • Understands customer needs for service recovery.
    • Do you leave any belongings in the rental?
      • Capture feedback for improvement and create lasting impressions.
  • Importance of a clean car: Reinforces commitment to customer experience.
  • Customer alerts process: Managers get notified via email and follow up to resolve 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.

DE Growth:

  • GP 68 Non-Negotiables for Growth include 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.

Profit:

  • 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.

Employee Development:

  • 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, and 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.

Business Management:

  • Most important Value: "Our doors are always open."
  • Ethical issues handling: Managed by the Ethics Committee comprising GM, HR, Risk Manager, and Controller.
  • Bad debt management: Aim for a goal of $5/car; proactive collection practices are essential.