In partnership with

Forwarded this email? Join over 10k weekly subscribers.

Hey Friend

When customers are unhappy, consequences are brutal.

Research reveals there’s a 91% chance customers won’t do repeat business with a company when they’re dissatisfied (Lee Resources). Dissatisfied customers typically share with 9–15 other people about their experience—and some even tell more than 20 (White House Office of Consumer Affairs).

It gets worse.

A poor customer experience is the sole reason 86% of consumers quit doing business with a company altogether(Customer Experience Impact Report).

At Enterprise Rent-A-Car, success was built on what happened after problems showed up.

Enterprise uses a modified Service Quality Index —the Enterprise Service Quality Index (ESQi) to measure one thing

Was the customer totally satisfied?

Not “mostly satisfied.”
Not “fairly satisfied.”
Totally Satisfied.

This is called top-box scoring, and it’s intentionally unforgiving.

If you wanted to get promoted at Enterprise, your ESQi scores had to be 92% or higher. No exceptions. No averages. No hiding behind great sales either.

Puking Doesn’t Kill Loyalty. Not Rallying Does..

After analyzing millions of customer interactions, Enterprise uncovered a counterintuitive truth:

Customers who had an issue, but felt listened to, respected, and helped, often scored just as high—or higher—on “totally satisfied” than customers who had no issue at all.

Read that again.

The setback wasn’t the issue.
The response was everything.

Recovery—ownership, speed, empathy, and follow-through.

But, I don’t want to PUKE! 

Here’s the uncomfortable truth:

I don’t want to puke either. But, it happens!

Mistakes happen and they hurt.
Growth always does.

Trust within a team and organization isn’t built when everything goes right.
Trust and customer loyalty is built when things go wrong—and are handled well.

That’s the comeback.

Revenue Is the By-Product

Enterprise learned that revenue doesn’t come from perfection.
It comes from great customer service, delivered consistently—especially under pressure.

Revenue is the by-product of trust.
Trust is built from the comebacks.

And comebacks start with one decision:
Puke & Rally.

Advertisement

More than $10k in debt? We can help.

Debt happens. Getting out starts here.

Millions of Americans are tackling debt right now.

Whether it’s credit cards, loans, or medical bills, the right plan can help you take control again. Money.com's team researched trusted debt relief programs that actually work.

Answer a few quick questions to find your best path forward and see how much you could save. answer a few short questions, and get your free rate today.

Find your options for free

End Advertisement

^{Nally, B. (2023). Analysis of Service Quality Index (SQI) [Capstone paper]. ScholarWorks@UMT.}