Want to drive up your ESQI?
Having completed her training file in 12 months and stepped up to branch manager in two years, Abby Shardlow led a team to achieve an ESQi score of 96% in Hereford and lifted the ESQi score in Cheltenham from 67% to 90%. What’s her secret? Jordan Marsh finds out.
“Ensuring my team is fully bought into the Enterprise customer service philosophy is vital to our success. We always strive to go the extra mile, delivering until late or finding a last minute vehicle for a stranded customer. I encourage my team to ensure that every single customer leaves our branch with a smile. On one occasion a customer arrived with the AA, soaking wet, looking shattered. So we made him a cup of tea, and as we wouldn’t have a vehicle for another hour, we gave him a lift home and delivered a car later to his home address. He was completely satisfied and very grateful.”
Abby’s top tips for ESQi
- Encourage your team to buy into the customer service culture and commit to providing the best service at all times
- Have an open and honest attitude. Bad news is better than no news
- Organisation is king
- Have efficient call back procedures
- Knowing your fleet inside out is intrinsic to delivering every single customer’s requirement