Customer Service Tips to Wow Your Renters

Providing excellent customer service is crucial to retain customers, earn repeat business, get referrals, and build a positive reputation. Here are important tips to keep in mind to wow your clients and keep them coming back: 

1. Be Responsive 

Answer calls and emails from prospective and current clients in a timely manner. Set response time goals for your team (e.g. within 2 hours) and stick to them to make sure no correspondence slips through the cracks. Quick communication makes a good impression and curbs customer frustration. 

2. Give Clear Instructions 

Ensure customers understand how to properly operate rented equipment. Provide visual aids and written instructions, and the best way to contact you about any questions they may have once they leave the store. Invite them to ask questions, as unclear operation can lead to accidents. 

3. Resolve Issues Promptly 

If a customer reports an issue with a rental, address it immediately – don't wait for them to call again! Make appropriate repairs or replacements right away or offer a discount or refund if appropriate. Communicate with your staff procedures that should be taken when an issue arises so they know what to do, and action is consistent across the team.  

4. Manage Expectations 

Be clear with customers about rental terms, fees, deposits, and policies, and ask if they have any questions. Transparency upfront prevents surprises and complaints down the road. 

5. Follow Up After Rentals 

Check in with customers after their rental period ends and ask how it went. Getting their feedback and addressing any concerns shows the customer you care, and allows you to proactively address any issues.  

6. Train Staff on Customer Service 

Hire friendly employees and thoroughly train them on your company's customer service approach. Customers recognize confident and knowledgeable employees, so empower them to resolve complaints quickly within clear guidelines. 

7. Make it Easy to Reach You 

Provide multiple contact methods (phone, email, live chat, etc.) so customers have options to meet their needs. Post clear contact info on your website, contracts, and rentals to avoid customer frustration, and be readily available.  

8.Go Above and Beyond When You Can 

If possible, waive fees, extend rentals, or offer special perks for regular customers because small gestures go a long way in building loyalty and long-lasting relationships, which at MTA Distributors we consider ourselves experts on! 

With excellent service that makes clients feel valued, your rental business can thrive on repeat customers and word-of-mouth referrals. Focus on promptly addressing issues, transparent communication, and creating a consistently positive experience for everyone.