Satisfying customers is a challenge for any service company. But if you’re growing fast, how do you maintain consistent, high-quality service wherever you operate? That’s the challenge we at Enterprise Rent-A-Car faced in the mid-1990s. We discovered it’s one thing for people to believe in providing superior service and quite another to ensure that busy, ambitious, and largely autonomous managers stay focused on delivering it.
A version of this article appeared in the July 2002 issue of Harvard Business Review.
