In business and in life, it helps to have contingency plans. The world is an unpredictable place and events beyond anyone’s control can disrupt your customers’ ability to make use of the equipment you provide them. From inclement weather to labor disputes to mechanical breakdowns, any number of forces can shut down job sites out of the blue.
When such events transpire, your customers count on your ability to be flexible. This is where temporary rental suspensions come in.
Temporary rental suspensions allow rental companies to pause billing on open contracts without customers having to return any equipment. By doing so, rental companies can ensure their customers that unforeseeable occurrences won’t impact their operating expenses. Once customers are able to return to work, billing can resume in accordance with their new rental period.
While rental contracts are exact in their language for a reason, a little flexibility goes a long way in the name of customer service. To that end, rental companies should have established protocols in place for determining when issuing a temporary rental suspension is appropriate. By training customer-facing staff on what situations warrant a charge freeze, rental companies can empower their personnel with a powerful option for strengthening customer relationships.
And finally, in order to make effective use of temporary rental suspensions, rental company personnel need to be able to initiate them easily and effectively. To achieve that, whatever ERP system your company relies on needs to allow for authorized employees to process suspensions in just a few clicks.
When businesses go the extra mile in the name of customer service, people take notice. Temporary rental suspensions are just one way rental companies can grant a little bit of leeway to be there for their customers when the unexpected occurs.