Welcome: Begin your year like it’s spring training
By Clair Urbain, Editor/Publisher
As we enter the new year, it’s a time when rental centers take some time to regroup, repair and replace equipment. It’s also a good time to take a step back and look at how you are approaching getting and keeping customers.
It’s kind of like spring training in baseball. While your team probably can’t travel to warmer climes to get ready for busy times ahead, it’s a good time to revisit the basics. Make sure all team members understand the importance of customer service. Review how they’re answering calls. Follow up with how much they know about the capacities and capabilities of the rental fleet, especially new models coming into the fleet. Many times, new models have increased power and capabilities that improve their versatility. Customers won’t know what equipment can do for them if your frontline people are less than familiar with it.
In visiting rental centers across the country, one common theme with all of them is that in hindsight, they’ve found when business has taken a downturn, it’s often because they’ve gotten away from concentrating on the basics of good customer service.
Rarely does a disappointed customer become a repeat customer. Every customer encounter is an opportunity to exceed that customer’s expectations, but it also runs the risk of creating disappointment. From their first contact with your operation, whether it’s on the phoone or as they walk in the door, all the way through the equipment rental return process, rental centers have the opportunity to have them delight in their rental experience.
PRO CONTRACTOR RENTALS MAGAZINE
Pro Contractor Rentals provides information of value to rental centers who focus time, resources and attention on meeting the demands of construction contractors and other equipment rental customers.
