Hello. My name is Heidi and I am an Assistant Manager at Enterprise. Our values are very important to us as a company and are the cornerstone of our success. Over the next few weeks, I’m going to look at each of our values in turn and talk about what they mean – for the business and for me.
“Our doors are open”
Before my first day at Enterprise I received a phone call from my area manager, welcoming me to the company and offering me a hand with any queries I had. At the time I thought: ‘Wow, this is fantastic! I have direct access to an area manager!’ This has continued throughout my journey at Enterprise. Whether I have a query and need help or simply want a chat, I know there is a range of people I can reach out to. At a lot of companies, if you received an email saying your area manager had organised a meeting with you, you’d be thinking ‘What have I done wrong?’. But with Enterprise, it’s a common occurrence! You get to meet and engage with people across all levels of the organisation. This not only gives you access to any assistance you might need, but also enables you to gain insight into where you could move to with the company. I love being part of a company where I can go to anyone and not be afraid to ask for help, where I can be part of a vision, and be involved with continued growth. I love that our doors are open to our employees but what I have learnt since joining enterprise is the true meaning of this value…
Enterprise also has a strong diversity committee (something I became involved in when I joined) and likes to keep its doors and ears open to many different communities. We support lots of events – everything from sponsored walks and smaller-scale charity events to Brighton Pride Parade. Being involved in this and being part of Enterprise makes me feel proud of myself and the company I work for.
I passed my skills test within the first three months of being in the company, with a thrilling 99%. This meant I received a £100 bonus and was well on my way to completing my Management Qualification Interview. After my 90-day review (which involved a delicious lunch) I was set goals for the next year: to hit our ‘elite sales club’; manage the south terminal at Gatwick airport; and complete my training. I hit the elite sales club twice – once in October and then again in February. This is a fantastic reward from the company for having some of the top sales in the area and is effectively a paid day of fun filled with networking! The second one I went on was a trip to the Savoy Hotel. This happened immediately after I completed my training, so it was an amazing way to celebrate and get my name out there!
As I got to grips with how things worked at the airport, I began to look for positions elsewhere. I wanted to progress and broaden the skillset I had been developing at Gatwick and I was eager to go to a home city branch. So when a position became available up at Brighton I jumped at the opportunity to apply! I got the job as the Assistant Manager in Brighton in April. This meant that I had gone from being a Management Trainee to an Assistant Manager in under 10 months. (Enterprise release a promotion email when staff get promoted. Receiving this email filled me with pride – as did the responses I got from some of the people I had met along the way including my recruiter who offered me the position in the first place.)
When I first moved here to Brighton, it was a challenge, but who doesn’t love a challenge? The branch runs very differently here but there’s always a real thrill at the end of the day when you have managed to keep your customers happy!
“Customer service is our way of life”
This value was one of the biggest factors behind my decision to join Enterprise. It is about going the extra mile not just for one or two customers, but for every customer that walks through your door.
Recently I had an insurance customer who was worried about the replacement vehicle we were giving her. It was going to be the first time she had driven a different car in eight years and she didn’t know whether it would fit in her garage. The first thing I did was to make sure the car would fit in the garage for her. Then I took her on a drive to demonstrate the controls. When I left her I not only felt sure she was comfortable with the vehicle, but also that I had given her the best possible service I could. This left me with a great feeling inside!
Whether a customer has had an awful day, or they have had a problem with their vehicle, we are here to offer support. A big part of this is having a ‘Yes’ mentality. If you’re having an awful day the last thing you want to hear is ‘no we can’t help’ in a dull fed-up tone! In my branch I have become known as the really annoyingly chirpy person whatever time of day!