Meet Eagan at Enterprise!
Let me introduce you to Eagan Keever Hill — an assistant manager in the rent-a-car division at the Mesa West Enterprise location in Arizona.
The moment we walked into the store, it was clear: this team had customer service dialed in.
The greeting was warm, the vibe inviting, and the professionalism was top-tier. A rare triple win in the world of car rentals. (The office has large windows and lots of natural light. You’ll see why I point that out in a moment.)
When we returned the midsize car our daughter had rented for us to share with them in the Mesa, Arizona area last week, we planned to rent a different car for our road trip back to Tennessee. In addition to the items given us from Leticia’s parents (that we needed to still load), we had also purchased 15 gallons of local mesquite honey, to be split among family members.
Enterprise made it easy. Instead of asking us to switch keys or repack, they said, “You can keep the same car.”
Only one problem — we needed more space.
They didn’t have the next size up (which, by the way, was only $6 more per day), so they upgraded us to a Nissan Rogue — maintaining the $6 more per day. No paperwork pain. No up-selling. Just helpful service.
Eagan even drove and parked the Rogue next to our current vehicle to make transferring our possessions a breeze.
His cheerful personality and genuine helpfulness were so refreshing, I tipped him before I drove off.
I’ve never thought to tip a car rental agent in my life.
But not doing so this time would’ve felt so wrong. He was surprised and exclaimed, “Oh, God bless!”
Enterprise Earns Its Top Ranking
Out of curiosity, I searched “Enterprise car rental great customer service” on DuckDuckGo.
Turns out, a Forbes article says Enterprise won top honors in the 2024 Readers’ Choice Awards by Elliott Advocacy — ranking #1 for customer satisfaction.
Not the least bit surprised.
The article, “These Car Rental Companies Have The Best Customer Service In 2024“ says Enterprise is “one of the most forward looking car rental companies.” For example, some of Enterprises SOPs include:
- A no nonsense loyalty program that’s simple to understand and fairly rewards its best customers.
- The latest greatest technology to eliminate long lines and unnecessary paperwork.
According to Mario Matulich, president of Customer Management Practice (CMP), “Enterprise is leading the charge. They’ve reduced friction points, created an effortless customer journey, and put customer needs above all else.”
(CMP is a market intelligence firm focused on customer management.)
Forbes also reports that Enterprise’s “entrepreneurial culture with local accountability” is a key driver behind its exceptional service. Locations are empowered to act like small businesses — with autonomy, ownership, and real incentives to care.
Enterprise spokesperson Michael Wilmering, revealed at least part of the secret to Enterprise’s incredible customer service. He said the company is structured in such a way that it allows the various locations to essentially act as an independent business.
In other words, each location is empowered to do what they feel they need to do to serve their customers. But I’m sure corporate has provided a great foundation to deliver stellar customer service.
Wilmering then explains the company’s corporate structure and strategy further: “This has built an entrepreneurial culture with local accountability and autonomy and leaders who know their customers and communities inside and out. The healthy competition amongst groups has driven a seemingly endless push for constant improvement, especially in the realm of customer service.”
That’s absolutely beautiful business acumen. Do you see how this applies to any company, even on the granular level?
It’s simply sound management practices. The same applies to managers and how they manage their team.
Employees love to feel empowered and trusted.
Take Note, Nü Car Rentals
On a previous AZ trip, we tried Nü Car Rentals.
Sure, the price was good. But the experience? Abysmal.
Their office looked like a dive bar that forgot to serve drinks. It was dim, dated, and completely lacking natural light.
We stood in a roped off zigzag line while agents shouted “Next!” with the warmth of a hungover DMV clerk. Their booths were hidden behind dividers on either side of the center walkway, so you weren’t even sure where to go.
Agents were disengaged. The atmosphere felt more like a sterile clinic than a hospitality business.
I couldn’t get out of there fast enough. You couldn’t pay me to rent there again.
From Transaction to Transformation
The difference between these two experiences couldn’t be more stark. One company empowered its employees, treated customers like VIPs, and simplified the process. The other just… existed.
Enterprise transformed a routine task into something memorable.
And that’s the power of thoughtful communication and internal culture. It turns customers into evangelists.
3 Big Driveaways
- Empower Employees — When people feel trusted and empowered, they go the extra mile. Eagan didn’t need a manager’s approval to offer great service — he just did it.
- Design for Delight — An effortless, friction-free customer journey is no accident. It’s a system built with care and intention.
- Details Drive Loyalty — From warm greetings to seamless upgrades, the little things shape the customer experience — and create lifetime loyalty.
So… Eagan, if you’re reading this: You’ve got fans in Tennessee. And Enterprise, you’ve got a lifetime customer.
Have you had a customer service experience so good it caught you off guard? Let me know — I’d love to hear about it.
Until next time — stay authentic (and always strive to deliver sweet customer service). And yes, we’re already enjoying the honey.
Jeffery E. Pizzino, APR (seen here in a vintage photo circa 1983 serendipitously doing a Clash impersonation in a since-forgotten location) is a spin-free public relations pro who is passionate about telling the why of your story with clarity, impact and authenticity. He began his PR career in 1987 at Ketchum Public Relations in New York City but has spent the majority of his career as a solopreneur. He’s the Chief Authentic Officer of the Johnson City, TN-based public relations firm, AuthenticityPR. He also functions as the fractional CCO for technology startup Converus.
Jeff has an MBA in Management from Western International University and a Bachelor of Arts degree in Communications — with an emphasis in PR — from Brigham Young University (rise and shout!). He’s a native of Milwaukee, Wisconsin, but also holds an Italian citizenship. Jeff and his storyteller wife Leticia have four children and four grandchildren. In his extremely limited nonwork hours, he studies italiano, practices guitar, write songs, gardens, disc golfs, reads, listens to New Wave music, serves in his church, watches BYU football, and plays Dominion and Seven Wonders. Email Jeff.
