Portable Sanitation Association International

ASSOCIATIONINSIGHT Portable Sanitation Association International News BIWEEKLY EDITION AUGUST 5, 2020 Page 14 6. Keep a missed rentals list. Every time a customer wants something you don't offer, log it. Once an item or service has been requested a few times, plan to purchase a few of those items and add them to your rental inventory. Those few may be enough to keep your customers happy – or you may find that the item is easy to sell and decide to add a whole business line. Equipment Delivery and Return Tips 1. Update your transportation or delivery fees. This fee is going to be most effective and fair if it is based both on the distance involved and the type of job involved. Driving a "onesie" 40 miles for someone's birthday party is expensive. So is accommodating a very tight customer window for delivery or pick up. Create a fee schedule that is based on a per-mile (or kilometer) measure, and make your most affordable rates those that allow you large window of time. If the customer can only accommodate your truck within very narrow windows of time, add an up charge and procedures that have your driver calling ahead to ensure the customer is ready for you. If you're not currently charging a fee for transportation and delivery, think about how to implement one. 2. Do pre- and post-trip inspections of equipment. This may seem like a no-brainer, but letting the obvious slide can cost you money. Whenever possible, have your customer do a "walk around" with you when the equipment is delivered. You can do this using a carbonless form like those you get when you rent a car, or something electronic like an iPad. Either way, record (and photograph if possible) the condition of the equipment at delivery and have the customer sign off. Do the same when you pick up and charge for damage in excess of normal wear and tear. If the customer isn't available, take date/time stamped pictures. You may want to have a specific fee schedule for broken seats, interior hardware, and graffiti. 3. Use "instruction" sheets. Portable sanitation equipment may seem pretty basic to some people, but you know all the questions you get from customers. To reduce headaches for everyone and increase the chances of a successful rental, make sure your drivers leave an instruction sheet with the responsible party at the time of delivery and set up. The sheet should cover basics about how to use your equipment safely, answers to frequently asked questions, and the "what ifs"—like how to handle running out of toilet paper or needing to reach your firm in an emergency. It doesn't hurt to include a short list of fun facts like how many uses they can expect a portable unit to handle and equipment upgrades they might want to consider. Educating your customer this way can increase rental success, provide up selling opportunities, and reduce the number of times you have to respond to routine inquiries. 4. Call before you service or pick up. In the past few years it has become increasingly common for service-based businesses to call ahead when delivering or conducting service. This ensures the customer is ready when the driver arrives. It feels like a courtesy to them, but it also saves you time and money. 5. Charge if you spend time waiting around. No matter what you do, there will be times when the units aren't available, equipment has to be moved, the gate is locked, or something else holds you up. The route sheet may specify that the customer doesn't want you to call ahead—and that's okay, but the onus is on the customer to be ready for your driver's arrival either way. Tips for Making Money…continued from page 3 Continued on page 17

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