Exceeding Customer Expectations

This is the story of Enterprise Rent-a-Car, a family-owned company that has risen to be the top car rental company in the U.S. through a fanatical devotion to customers and employees. It's a young company, founded in 1957, with eight billion dollars in revenue. If your business deals with customers, you owe it to them and to the folks who work for you to listen to this simple text on how to get it right. Gary Telles's professional voice seems to embody the values of this terrific company. He delivers a moving account of the way the Taylor family built and continues to run this extraordinary enterprise. Just try not to rent from Enterprise after listening to this book. I dare you. M.C. (c) AudioFile 2007, Portland, Maine


The story of how a family-owned business bucked trends in the car rental business to create a shop that is obsessive about customer satisfaction is inspirational. Starting as a Cadillac salesman, founder Jack Taylor was relentless in serving customers and developing employee initiative. The story of how he applied these values to a variety of businesses is full of pleasing anecdotes and lessons that anyone in customer service will enjoy. Alan Sklar tells this narrative like he owns it, diving so fully into the emotions of this company's story that you'd think he was a family member or part owner. With this enthusiasm guiding the performance, listeners can overlook some of the confusing quotes and stay connected to the broader lessons in this uplifting success story. T.W. (c) AudioFile 2007, Portland, Maine