The Frustration of Good Service


The Frustration of Good Service

I was in Phoenix yesterday to see a new staffer. It was a one day turn around. I arrived at 8:30 AM and was back in LA by 5.  I had to rent a car and was exposed to Phoenix’ brand spanking new off airport rental car center.  Its a great place and I’ll describe it at another time.

My comment this time was on my rental car company. Usually we complain about poor service and lack of anything.  Today I am grouching about great service and overwhelming support.

I normally use Budget but for whatever reason, I used Enterprise this time. I had no reservation so I simply walked up to the counter and a very efficient young woman helped me. The process was painless and took less than five minutes.  I didn’t get my contract then. I was told to go down the escalator to the floor where the cars were located.

I did so. When I arrived there was a fellow there with a clipboard, a smile, and my contract. He walked up to me, shook my hand and told me he would be my coordinator for the rest of my experience with Enterprise.

He took me to my car, chatting all the time. He walked me around the car to ensure there were no dings, filled out the rest of the contract, had me sign, chatting constantly about the weather, my trip, did I love Enterprise, etc.

I finally got into the car and was allowed to escape all this courtesy and efficiency.

So what’s the problem, you say.  Well to be honest it was just a bit too perfect.  I wasn’t sure that I hadn’t been transported into a different dimension.  In the past I knew what to expect. All this happiness was a little too much for me.

Frankly I like my "fast Break" at Budget.  You walk into the rental car area, find you name on a list with a space after it, go get into the car, drive to the exit, have your contract checked, and you are gone.

Maybe Enterprise has a system like this. I don’t know. I know its sad, but we are moving so quickly into a service environment that requires less and less interaction with people (banks/atms; supermarkets/self check out; gas stations/self service — you can even buy insurance on line without talking to a single soul.) that any interaction, no matter how good, is a problem.

Sorry, service companies. There is truly no win.

Picture of John Van Horn

John Van Horn

Leave a Reply

Your email address will not be published. Required fields are marked *

Only show results from:

Recent Posts

A Note from a Friend

I received this from John Clancy. Now retired, John worked in the technology side of the industry for decades. I don’t think this needs any

Read More »

Look out the Window

If there is any advice I can give it’s concerning the passing scene. “Look out the window.” Rather than listen to CNN or the New

Read More »


Send message to

    We use cookies to monitor our website and support our customers. View our Privacy Policy