Enterprise Rental Car 09-01-08

My Experience: Well one thing I am learning is that I do shop rental cars by price because I keep coming back to Enterprise for more.  This time I started to leave in my can when they realized my vehicle had expired tags…from June!

Total Score from a possible of 10:  7

Interaction Cost: $80

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  0 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Westin Hotel Denver 09-01-08

My Experience: Polished experience as it should be from this brand.  Charging for internet is a cheap-shot in this day and age.  I wonder what the time spent online vs. watching TV is for business travelers…?

Total Score from a possible of 10:  10

Interaction Cost: $130

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Homewood Suites Henderson, NV 8-21-08

My Experience:The check in was smooth.  They need a system to keep track of Hilton Honors numbers better.  I have stayed in this hotel literally 40 nights in the last year and every time I check in I have to find my card.  Also, the staff wear a button which says, “catch me at my best.”  I asked her what this meant and she said when you (the customer) sees her doing something well we should ask for a card to fill out to submit to the company stating so.  So…now good customer service is not to be demanded or expected but we are to help manage the process also?  USAIR does this.  I am a Gold Member which means I fly like 35,000 miles a year with them.  In the pack I got welcoming me to the “club” are small business cards I am suppose to give to some USAIR staff memember if I see them doing a good job.  I do not understand how this idea got off a spiral notebook and into play.  I will be writing on airline travel later today.

Total Score from a possible of 10:  7

Interaction Cost: $99

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Hertz Rental Car Las Vegas 8-21-08

My Experience: Being Hertz Gold a member makes it a service-less but flawless experience. So the only person I deal with is the guard at the exit gate.

Total Score from a possible of 10:  10

Interaction Cost: $88

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Homewood Suites Hotel Henderson, NV 8-19-08

My Experience: Quick check-in.  No fuss no muss one night stay.

Total Score from a possible of 10:  10

Interaction Cost: $109

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Enterprise Rental Car Las Vegas, NV 8-19-08

My Experience:  Great job from all. The big smile, no hard sell on the insurance and only one hand-shake.  When I had to answer to the young’n about my career choice (What business are you in MR…) I just said, “Stuff.”  He laughed, got it that I didn’t want to chat about my J.O.B. and sent me on my way..yea!

Total Score from a possible of 10:  10

Interaction Cost: $80

Said “Hello” first:  1 Out of 1 point

Smiled:  3Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Budget Rental Car Las Vegas, NV 8-19-08

My Experience: I walked up to the counter and the woman told me I was at the wrong Budget Counter and had to go back inside.  I asked if she could help me since I was there and nobody else was around.  She said no since I was not a frequent renter and turned back to the other agents and their chatting.  On my way back inside I passed the Enterprise Counter which had a “Cars Available” sign.  Just for kicks I asked the price, talked them down ten bucks, and felt good that I did not give Ms. Snotty-Budget my business.  Enterprise redeemed themselves after three rough ones, see the post.

Total Score from a possible of 10:  0

Interaction Cost:

Said “Hello” first:  Out of 1 point

Smiled:  Out of 3 points

Efficient:  Out of 2 points

Friendly, Engaged or Enthusiastic:  Out of 2 points

Said “Thank You”:  Out of 1 point

Bonus for getting all of the above:  Out of 1 point

If you have been here please leave a comment about your experience!

Extended Stay Hotel Denver-Lone Tree 8-12-08

My Experience: It was $52 for a clean room in a reasonably new property right where I needed to be.  Enterprise could take a lesson from this.  The guy didn’t smile but…it was $52 for a hotel room in DTC!   Smooth and easy transaction.

Total Score from a possible of 10:  6

Interaction Cost: $52

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  Out of 1 point

If you have been here please leave a comment about your experience!

Enterprise Rental Car Denver 08-12-08 & 08-13-08

My Experience: If buying  a car today is a commodity transaction then renting one should be fast food.  Why do I have to shake the person behind the counter’s hand and explain my purpose for travel?  Even www.expedia.com makes this an option.  Also, I wish they would stop with the up-sell/fear tactic on insurance.  Having a 22 year old ask me what my deductible is really bothers me.  Also, the “pre-paid gas deal” is actually more expensive then gas in Denver, although not more than the lone gas station at the airport.  Fill-up on I-70 12 miles from the return and save some dough.  Third time is not a charm for Enterprise since it is my third botched visit in three weeks.  This time a manager checked me in and said to go outside and someone (the kids who want to know about my insurance) would be right with me.  So I waited 10 minutes and watched those behind me in line drive off.  Finally I went back in and we got a car…but the tags were expired, so we got another.  Upon returning they charged me the wrong rate by five bucks.  Why so much energy into a rental car?  It was $180 for one day and two hours!  Skip the handshaking and chit-chat and give me one smooth experience…Friendliness does not make up for consistently poor performance.

Total Score from a possible of 10:  8

Interaction Cost: $180

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  0 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:   0 Out of 1 point

If you have been here please leave a comment about your experience!