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“This was 6-7 years ago so may not be relevant but when I worked at Enterprise Rent-A-Car, the higher ups were so tunnel visioned on positive customer reviews that if there was any problem at all we would write off anything from gas to whole days of rentals. We had a few repeat customers that would catch on and habitually complain about dumb shit to get parts of the bill discounted.
Only a rating of “Completely Satisfied” counted and it was tied to bonus and promotion so a huge incentive to make people happy.”
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