The company's most impactful ideas, including its famous "We'll pick you up" slogan and its digital check-in feature, originated from employees in the field. This highlights a culture that values and acts upon insights from those closest to the customer.
The CEO maintains a direct connection to the business by regularly visiting field operations, talking to employees at all levels, and getting direct updates. This practice prevents executive detachment and ensures decisions are grounded in operational reality.
Enterprise's strategy is fundamentally built around serving customers in specific situations of need, primarily after a car accident. This focus has dictated key business decisions, from branch distribution to service offerings like customer pickups.
The CEO describes the company as an "aircraft carrier" that requires slow, deliberate adjustments rather than rapid pivots. This philosophy of making "slight tilts" ensures stability and cohesion across its 90,000 employees while still moving forward.
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