Why is there even a counter? With Hertz Gold we just get a text message that tells us where the car is. We get in. Papers and key are in there and those get checked for about ten seconds at the exit. That's it. So much more effective for everyone. Budget's equivalent has a weird board that someone needs to update with the info. So much more effective for company and customers. However, for some reason that's the premium experience for which you party the loyalty program. It makes no sense to me that this isn't the heavily encouraged experience. I'd want to make this the only experience so that I have happier customers and can fire large portions of the counter staff. Ideally the paperwork that's in the car right now would be a PDF as well, so that you can lay off the people who do the printing.
When I return cars at my local Enterprise it's so absurd. I have to park the car to then go into a little house where I wait in line to talk to a guy in a suit who then runs out to check on the car to then come back in and tell me we are all set. Hertz at SFO had people with iPads where you park the car and you are out in under a minute. Why doesn't Enterprise fire half the guys in suits and put the remaining ones in yellow vests into the parking lot and get rid of the little building?!
This industry couldn't seem more ready for disruption.
When I return cars at my local Enterprise it's so absurd. I have to park the car to then go into a little house where I wait in line to talk to a guy in a suit who then runs out to check on the car to then come back in and tell me we are all set. Hertz at SFO had people with iPads where you park the car and you are out in under a minute. Why doesn't Enterprise fire half the guys in suits and put the remaining ones in yellow vests into the parking lot and get rid of the little building?!
This industry couldn't seem more ready for disruption.