This document outlines the mission and values of a car rental company. It emphasizes putting customers first to ensure their satisfaction and build loyalty. Key aspects of customer service are highlighted, including maintaining clean vehicles, being on time, finding the right car, and small touches like opening doors and using customers' names. The company aims to be a fun, team-oriented workplace and give back to the community. Customer feedback is highly valued for continuous improvement.

1. “ One Great Team, One Bright Future” Austin Callaro Maxine Clark Kevin McCann David Scott ESQI

2. Enterprise Mission “ Take care of your customers, take care of your employees and profits will follow” We believe in complete customer satisfaction everyday Our goal is to exceed every customers expectations Our brands are the most valuable things we own Our company is a fun and friendly place where team work thrives Great things happen when we listen…to our customers and to each other We strengthen our communities, one neighborhood at a time

3. Our Definition of ESQI The customers perception of the rental experience as well as their level of satisfaction for the duration of the business transaction.

4. Operational Expectations Fully maintenance cars Clean cars On time for customers Walking the lot Fact Finding 3 Critical Questions Professionalism Callbacks

5. Wow Factors Open ALL doors Shake hands Always smile Ask customer for comforts Radio Preferences Turn on A/C; Heat Use umbrella when raining Always use customers name Continuous repetition On busy days, provide food/refreshments Customer Satisfaction Report

6. Ways to Improve Your Branches ESQI Focus on the essentials and what works Try not to reinvent the wheel Winners of the JD Power and Associates Award “ The Vote” Incorporating “The Vote” feedback guide into the daily business

7. How was your experience with us today? How did you enjoy the presentation? Was there anything we could have done better?