Published by Soundview Executive Book Summaries, P.O. Box 1053, Concordville, PA 19331 USA
© 2007 Soundview Executive Book Summaries • All rights reserved. Reproduction in whole or part is prohibited.
What Enterprise Rent-A-Car Can TeachYou
About Creating Lifetime Customers
THE SUMMARY IN BRIEF
Enterprise Rent-A-Car grew from a small leasing operation in Missouri
into a private family-owned $9 billion global powerhouse in 50 years.
Enterprise founder Jack Taylor and his son Andy Taylor, chairman and chief
executive officer, attribute the company’s success primarily to a simple yet
hard-to-achieve notion: “Take care of your customers and employees first,
and the profits will follow.”
Exceeding Customer Expectations traces the building of Enterprise
over the years and provides insight into the time-tested strategies that have
propelled Enterprise into the nation’s leading car rental company.
Among these strategies is the company’s belief that winning customer loy-
alty is like running a marathon, not a 100-yard dash. By mastering this princi-
ple, Enterprise has earned an enviable reputation as one of the world’s best
companies to work for by empowering its employees, promoting from within
and sharing company profits with employees. It has also won countless cus-
tomer service awards and enjoyed a nearly unbroken streak of record profits.
In this summary, noted business author Kirk Kazanjian shows you how
you can apply the principles of “The Enterprise Way” so your company can
consistently outperform and outsmart the competition.
In addition, this summary will discuss the following:
✓ The crucial difference between “completely satisfied” and
✓ How to hire smart people and train them from the ground up.
✓ The traits shared by the most successful managers to keep
employees over the long haul.
✓ How to develop differentiating features that set you apart from
✓ The six keys to forming effective business partnerships.
Concentrated Knowledge™ for th