Often we as consumers are dissapointed by poor sservice which makes some of use write reviews hoping that the provider will learn and improve. Once in a while we get surpirsed by fantastic service. I experienced that recently with the car rental company Enterprise. The service so good that next time I expect to be dissapointed ... I do not expect them to replicate.But if they do ... I will be blown away.
Now, I had booked a car for me and my family to be picked up in Heathrow airport. The rental cars are a bit away so it takes a shuttle ride. Nothing special, but the driver was polite and went direct rather than visiting the other manyu terminals. When we arrived a the rental car center we were received and greeted by one of the clerks when we got of the bus. He walked us all the way to his counter. I thought ... "what is he up to ?" ... he made the contract and we chit chatted a bit. His attitude was positive and unchanged also when he learned that I booked via TravelJigSaw to save money. But he took no offence from that. When finished he walked us to the car, went around it with us to identify any important scratches etc. He stayed by the car when we got in, and asked if I had located all the handles. Then I noted it was a manual gear shift and not the automatic we had booked. When mentioned he took us to another car, the procedure was repeated, and he was super friendly.
This was great service. I am not sure if so much service is sustainable from a business perspective ... obviously it would have a chance if I come back to Enterprise for my next many rental cars because of this experience.
Nothing less than the best experience ever with a rental car company.
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