Courtesy of Mark, at Manager-Tools, here’s a link to a great article in Fortune Magazine that discusses how Enterprise Rent-A-Car has become number one in the rental car field (in the US).Here’s the money quote:
Hard work, an intense focus on the customer, an imaginative and unceasing use of incentives – these are the fundamentals of Enterprise’s Taylor-made culture.
As the business grew in St. Louis in the 1960s, Jack Taylor laid down rules for doing things right. One of his sayings is today often quoted at the company: “If you take care of your customers and employees, the bottom line will take care of itself.”
In this article, notice:
how Enterprise holds its people accoutable for customer service.
it has established metrics to measure their progress or lack thereof.
how Enterprise has created a incentive/recognition program to reward desired behavior.
“Well, Glenn”, you say, “They’re a humongous corporation. I’m just a small business owner.” Note the reference to Jack Taylor starting a small auto-leasing firm in 1957. They’re big now, but they started small, emphasizing customer service along the way.