Improving Customer Service and Operations for Event Rental Business
Introduction
In this vlog, Lee discusses the challenges he faced in managing his event rental business and the strategic improvements he implemented to enhance customer service and operations. From delegating responsibilities to asset labeling, these changes have elevated his business’s professionalism and customer service.
Welcome to Lee’s Vlog
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Hi, it’s Lee here, the rental guy. Welcome to the Vlog! Welcome to Summer, let’s get into it.
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I started a party rental business from the garage of my house. It’s not in the garage anymore and I’ve documented everything, and this is the vlogs.
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Whoa, you’re probably wondering what I’ve been up to. Well, busy season is finally starting to take effect and I am getting a lot of bookings because I’m able to, well, my wife’s doing a lot of the processing of orders.
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At first I was like, ‘Yeah, you know I’ll get my wife in, she’ll do things.’ You know, I’ll make a place for her and then when she came, I didn’t realize that was a place that I needed because I would have never relinquished the Reigns to just anyone for that. My wife takes care of the office work, she helps manage the finances, she does the payroll, she makes sure that the phone is always answered, you know, people walk into the showroom she’s able to show them things and get their booking. Right before, I was doing the Labor Training on
Improving Customer Service and Operations
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Previously, I struggled to manage customer calls while overseeing other tasks.
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Missed calls often led to lost opportunities as customers would go to competitors.
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Having my wife manage calls has significantly improved our response rate and customer satisfaction.
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We now ensure that every call is answered and returned promptly, preventing potential revenue loss.
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Some customers prefer phone conversations over online bookings, and having a dedicated person for this has greatly increased our sales.
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I initially hesitated to delegate this responsibility, but it has proven to be crucial for our business success.
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We have also implemented a new policy for chair stacking during order deliveries.
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Every order now includes a cart, and a notice indicates a charge for unstacked chairs, ensuring better organization and efficiency.
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These strategic changes have elevated our professionalism and customer service.
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It’s crucial for business owners to recognize the value of investing in operational improvements.
Asset Labeling for Professional Packaging and Tracking
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In the process of managing rentals, it’s essential to ensure that the rented items are properly packaged, tracked, and returned.
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One strategy to achieve this is through asset labeling, which involves attaching labels with instructions and terms to the rented items.
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For example, chairs can be strapped to a cart for the client with a sticker on the bottom indicating the proper stacking for table delivery.
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Additionally, dishes can be placed in the appropriate dish rack with a labeled crate for milk, and other items can be organized in totes with clear labeling.
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To enforce the return of these assets, a system of asset labeling with associated charges for non-return has been implemented.
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This involves labeling items as ‘free of charge’ when included in the rental, but with a clause on the invoice stating that failure to return the item will result in a specified charge.
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The aim is to create a professional and systematic approach to packaging while ensuring the timely return of all rented items.
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This asset labeling strategy extends to smaller items like clips for table skirts, emphasizing the importance of their return for proper packaging and order fulfillment.
Exploring the Entertainment Center
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The entertainment center features a popular game called Step Mania, commonly known as Dance Dance Revolution.
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The frozen pond area doubles as a sports memorabilia store and a mini arcade, complete with retro versus and Pac-Man machines.
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The writer emphasizes the simple yet lucrative nature of video games, especially when properly packaged for customer pickup.
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Renting letters and numbers is highlighted as a lucrative business, with the writer and Les offering a blueprint for interested individuals to get started.
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The convenience of the back door area for processing customer orders is pointed out, allowing quick pickups for customers.
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The writer shares their evening activity of picking up yard games, including Butterball ladder Bowl and bean bag toss, emphasizing the ease and profitability of the venture.
Challenges of Managing a Showroom for Event Planning Business
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One major challenge I’ve encountered is the issue of customers visiting the showroom with unclear intentions.
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Customers often treat the showroom like a mall, wanting to see everything even without a specific purpose in mind.
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To address this, we made the decision to operate the showroom by appointment only, as it became difficult to handle walk-in customers effectively.
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This adjustment was necessary due to the limited capacity of staff to cater to spontaneous showroom visits while managing other responsibilities.
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The showroom primarily serves as a platform for clients to view our offerings in advance, facilitating the booking process for events.
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Despite the challenges, the showroom has proven to be beneficial in securing clients who require a tangible experience before making event arrangements.
Conclusion
Lee’s vlog provides valuable insights into the transformation of his event rental business through improved customer service and operational enhancements. The strategic changes he implemented have significantly elevated the professionalism and customer satisfaction of his business.