Donna Miller is HR Director at Enterprise Rent-a-Car. Here she explains why the company has backed the recommendations from the Extra Costs Commission report, and pledged to become a disabled-friendly service and employer.
We’re surrounded by brands who want to assure us that they not only provide an excellent service and great value for money, but do so with integrity, equality and inclusivity firmly in mind.
But behind the good intentions and overuse of buzzwords, it seems that there is a gulf between what companies claim to stand for and what they actually deliver to consumers.
The Extra Cost Commission has unveiled that people with disabilities pay an extra £500 a month for goods and services, which seems to be at odds with what companies assert about their ‘inclusive’ business practices. It seems that people with disabilities have to pay a premium to live the same life as others – hardly good value.
I believe that Enterprise is different. Like other companies, we also have nice sounding words and phrases that make up our core values. They are at the core of every decision we make and that is why we are trying to make Enterprise a more disabled friendly service provider and employer.
As a service provider, Enterprise is firmly committed to providing disabled people with the same services at the same prices as other customers. We pride ourselves on our award winning customer service, which extends to everyone regardless of race, gender, religion, or disability. Furthermore, we have been taking practical steps to make our offices and branches more accessible where we can, but that’s not to say that we get it right 100 per cent of the time.
Despite us making progress towards its goal of being the first choice for disabled consumers, we have quite a way to go. It’s a journey that’s made up of many steps, but we are absolutely committed to getting it right.
Serving the disabled community is the right thing to do from a moral perspective, which should be motivation enough for any business. However, treating disabled customers equally could also have some benefits for those companies that get it right.
The Extra Cost Commission has called on disabled consumers to make their collective annual spend of £212 billion heard. Companies that listen to their disabled customers could find their ‘integrity’ and ‘inclusivity’ result in other well know business terms, such as profit, satisfaction, and loyalty.
I can assure you that Enterprise is listening.
Are you a business that would like to pledge to take on some of the Extra Costs Commission recommendations? We’d love to know.