Page 59 - Canadian Industry Online

DISCOUNT CAR AND TRUCK RENTALSand talk to a real person on the screen to compete your transaction. The car is waiting for you outside. The results of this project have been really good. We’re also launching a do-it-yourself for trucks.What really separates Discount from those global companies?Jay Singer: We don’t expect ev- ery store to be exactly the same. Every neighbourhood is different.Barry Singer: I also think we’ve proven in this market that you really have to be flexible and nimble and we’ve done that: it’s what works here in Canada. That competitive edge for us is huge.What is the company culture like across stores, across provinces?Barry Singer: We push for nothaving silos. We appreciate our work- ers’ input and ideas. Our best ideas have come from our employees, such as the “One, two, free weekend” idea, which came from an employee in 1992.Jay Singer: Their opinion does matter here. People are happier as a result. We believe in making sure our employees are on the right track. In the service business even if you’re at the top of your game you’ll have high turnover so we are very careful to keep our people happy.Barry Singer: Our staff is our front line. And we do what we need to do to make people happy. We like to say that if you’re looking for a rental company that isn’t cookie cutter with how it approaches each customer, we’re that company.59