Courtesy of FailingEnterprise.com
Enterprise Rent-A-Car Customer Rental Checklist
A Handy One-Page Print-And-Go Guide To Getting Customer Satisfaction Check off these steps as you complete each one: Step 1: Plan Ahead: You should allow for a 30-60 minute delay at the rental counter. Plan your schedule accordingly. Also, figure out your car insurance and what your credit card covers in advance. You need facts in order to be strong when they do the hard sell for insurance add-ons. Lastly, print out this checklist so you can bring it with you. Step 2: Make A Reservation Yes, we all know that a reservation isn't really a reservation at Enterprise Rent-A-Car, but when you print it out and bring it with you to the counter, it will be a fine piece of ammunition with which to start the conversation. Make your reservation on the web, where they'll verify and confirm there will be a car waiting with your name on it. Step 3: Call To Make Your "Double-Secret Reservation" Call the local office where you'll be renting the car. Ask them to reserve a car for you and give all the details on your other reservation . Don't bother telling them about your other reservation; they never look at those anyway. Step 4: Call To Confirm Your "Double-Secret Reservation" Two Hours Before Arriving Call the local office again two hours in advance and confirm your reservation. Swear to them that you'll be there, on time, no matter what, and that you really need that car. Extract a promise to hold it for you. Step 5: Arrive To Pick Up Your Car Be on time. Show them your reservation. Show them this checklist and tell them "I'm following the recommended checklist I found at FailingEnterprise.com". Step 6: Politely Decline All Offers To Upgrade An upgrade offer means they've already rented your car to someone else and they're trying to divert you from being murderously surprised into being just pleasantly surprised. Getting a larger car means a higher CDW fee and higher gasoline costs. Just say "No thanks, I'd prefer the car class I made my reservation for". Step 7: If They Say They re Out Of Cars, Explain How That's Impossible Show them your reservation again. Explain that they're holding a car back there somewhere with your name on it, because you made a reservation and that you then called the office, twice, to confirm it. They will duck and dodge and weave, but just keep repeating this phrase over and over again: "But I have a reservation...". Finally, say This is just like all those stories on FailingEnterprise.com . Step 8: When You Finally Get Your Car, Inquire About The Gas Tank Refuse to accept a car with less than half a tank. You re not there to do their car service for them. Step 9: Be Strong During The Insurance Add-On Hard Sell They've been trained not to give up until you say "No" three times, so start off by looking them in the eye and saying "No, No, No. Will you stop now?". Tell them you learned that trick at FailingEnterprise.com. Step 10: Be Very Thorough On The Pre-Rental Car Inspection They're certainly going to be thorough when you bring it back! Protect yourself.