A "good customer service" rental agency story appeared on the Inside Business section at the Daily News Miner site, newsminer.com. The story was compared to another story that illustrated "mediocre" service.
The good customer service story, titled, "Marsha's story," told of a woman's experience at Enterprise Car Rental in Boston. She chose the rental solely because of its low price, but she ended up receiving customer service that exceeded her expectations.
Marsha and her sister had to walk from their hotel to the rental agency, but an Enterprise van pulled up to them and the driver gave them a ride to the rental lot. Once they arrived at the rental lot on what was a hot day, another employee greeted them with bottles of cold water.
The woman at the rental counter offered similar stellar service, getting their contact ready for signatures within minutes.
Continuing with the great service, the gate attendant was extremely friendly as well.
When they returned the car five days later, the experience was just as good. Everyone was friendly, courteous, helpful, and cheerful.
The writer of the article concluded that the employees had obviously been well-coached in customer service.