Being a company that specialises in providing Car hire in the USA is a tricky thing logistically, not only do you have to be competitive, have great locations and purchase the correct amount of vehicles (not supplier wants cars sitting around) you also have to provide great customer service.
Today’s post is about 5 things I think customer want that would make the perfect car rental supplier.
The old adage “you get what you pay for” rings true in car rental. I think customers would pay a little more if they were guaranteed a higher level of service. If car rental company A is £40.00 more expensive than car rental company B than I think its only fair that the customer gets £40.00 worth of better service.
Makes and Models
We can never guarantee make or model of the vehicles our suppliers provide, they buy from a selection of manufactures and therefore they can differ location to location. This has always been the case.
What the suppliers could do though, is provide more than one make or model that are likely to fall into that category to give the customer a wider idea of the likely model they will get. It would be pretty easy to manage, as the supplier will already have this information stored within their systems.
The advantages are pretty clear, the customer is able to select the correct vehicle to suit their needs and for the supplier it adds a opaque quality that is missing.
Pet peeve for everybody, Queuing!!!
It really isn’t that hard to speed this section up, we live in a word of high speed wifi. I recently wrote a post about how I would improve that car rental office, if we have to queue at least make it interesting and above all quick!
Completely Eliminate Hard Sell
Although hard sell tactics are very rare, just that fact that a small minority of staff do this leaves a very bad taste in customers mouths and promotes a negative vibe towards collection.
We’ve always been a big supporter of rewarding staff based on customer services instead of sales. Is it ever worth selling a customer something they don’t require and losing them forever?
At the moment we (U.S. Rent A Car) have access to certain parts of the suppliers inventory and booking process. It would make things a lot easier if the supplier opened up more of their information to us. For example Rental Agreements, in this example if we had access to this information after the customer had signed we could make them aware of any additional charges that were due. It would also speed up customer service queries and lighten the workload for the suppliers CS team.
These are just a few basic idea’s on how to improve the car rental experience. I’d love to hear what you think and if you have any ideas of your own?