RSM100Y1 Lecture : RSM Notes Oct 29.doc
Document Summary
38 countries lowest debt to equity ratio customer satisfaction. 7 to over 1 million cars in 50 yrs. 75,000+ employees at 7,000 branches in 5 countries. Take car of your customers and employees firstand profits are sure to follow : 5-7 employees, 100-150 cars, decentralized, profit-and-loss responsibility, employee income linked to performance, responsibility to grow local business (organically, replacement market --> more economically sound. Strategy: niche market, everyday car rental, business-to-business market, not just tourists, target market, local businesses, people who live live/work locally, pickup & deliver. Referral sources: go directly to --> insurance co"s, dealers, businesses, build rapport/trust, analyze situations and provide solutions, keep e on their mind, offer pickup & delivery, connivance. Rates- a way to be competitive but not only reason for business. Also: convenience, locations (all look the same) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149) (cid:149, people who are extremely satisfied --> come back (become repeat customers, service.
