Welcome: Leverage feedback
Don’t be afraid to ask customers to post reviews on Yelp or other social media site to comment on their rental experience. It’s a great way to help promote your business in a low-cost or no-cost way.
By Clair D. Urbain, editor/publisher
Have you Googled your business name and reviewed what customers are saying about you? It can be rewarding, seeing comments from customers who have been over-the-top pleased with your service and equipment.
Still other reviews may be eye-opening. Managers who are not on the front line or at the rental counter may not realize their employees – who often are the customer’s first and maybe even only contact with your company – don’t embrace customer service etiquette and treat customers rudely or condescendingly.
Great customer service is often the decision driver for repeat rentals, especially for equipment that’s commonly available at most equipment rental centers. Further, bad reviews may steer away would-be first-time customers who review these negative comments and take their business elsewhere.
To prevent this from happening, regularly observe front-line workers, both at the counter and in the yard, and evaluate their customer interactions. Coach them with advice on how they could improve their interaction with customers.
Don’t be afraid to ask customers to post reviews on Yelp or other social media site to comment on their rental experience. It’s a great way to help promote your business in a low-cost or no-cost way. Positive customer comments also make great grist for your website, reinforcing the fact that your business is a friendly and helpful rental resource. If you receive poor customer reviews, respond to their comments in a constructive manner to help diffuse any ill will they may cause with potential customers.
This article originally appeared in the July-August 2025 issue of Pro Contractor Rentals magazine. ©Urbain Communications LLC. All rights reserved.