The Blizzard of 2011 was a real pain. For me, it meant cancelling a trip to California. And St. Louis, where we’re based, was pretty much a ghost town for a day or so after the storm passed through. But what we got here last week doesn’t compare to what folks faced in some other parts of the country, including Chicago.
You may be a little tired of all the buzz about the storm, but I hope you’ll bear with me as I share a great story I heard today.
Some new hires just beginning our Enterprise Rent-A-CarManagement Training Program were in Chicago for orientation and got stranded at their hotel, along with a crowd of other anxious guests. That may sound like the setup for a lazy snow day, but not for these folks.
Drew Butts is one of our Chicago talent acquisition managers. He and his colleague Krista Malone, a training and development manager, were worried that the blizzard was getting the new hires off to an unlucky start. Instead, it set the stage for them to make a great first impression.
Customer service is at the heart of our culture and success. Here’s Drew’s account of how these new recruits already displayed an awesome grasp of how we take care of customers:
When the first few MTs came down to the lobby at 8am, they borrowed the hotel’s shovels and began digging hotel patrons out of the snow, including an anxious elderly lady who later sent flowers to show how impressed she was at the quality of people in our company. This continued all day, with positive attitudes and no signs that their help to others was wearing them down. After only 48 hours with the company, they took what could have been a bad situation and turned it into a WOW customer service moment. These new hires exemplified the Enterprise spirit of “Above & Beyond” and presented our brand in the most positive way possible.
Here are some photos of our new hires hard at work that morning…a far cry from the rental counter!
What better example of the kind of service ethic that can ensure the sustainability of your business? As Scott Shrum pointed out last Thursday in the Wall Street JournalHire Education blog, “I have to say that the employees I’ve encountered really are very similar, all with friendly demeanors and ‘Let me take care of that for you!’ attitudes.”
Spot on, Mr. Shrum.
What great tales of service arose from your dealings with last week’s blizzard? I hope your moments were as inspiring to you as this group was for us.