Difficult Customers in Your Tent Rental Business
Today’s tent rental customers are more demanding than ever. You know, the ones expecting personal and immediate service at unrealistically low prices. They try anything to get their way. It seems they just don’t understand or respect your business, your hard work and the time you invest in making their event a success. Handling them is exhausting! The trick is to get ahead of the situation, but how?
Set Boundaries and Communicate Clear Tent Rental Policies
If a potential customer gives off negative energy early on, your best approach is to convey your price and scope of work clearly, up front and in writing. Protect yourself, your business and your staff by communicating rental policies firmly in easily understandable terms. Set boundaries to keep them from monopolizing your time. If their behavior is disrespectful and requests are unreasonable, just say NO. It’s not worth the trouble and stress working with them.
My Customer is a Nightmare!
Sometimes a seemingly easy-going customer does a complete turnaround and attempts to make your life difficult. They become super critical, and nothing pleases them. In this case, it’s probably a refund-seeking personality you’re dealing with. The best you can do is act professionally, stay calm and be firm. Be sure to have documentation to support your stance.
How to Protect Your Tent Rental Business
Write clear agreements with your tent rental clients and be sure that your staff understand the terms. Explain policies for any potential problems such as late fees and damage to the rented equipment to clients up front.
In addition, photograph your inventory after setting up, before leaving the event. Documented proof of the condition of the rented items before use can be very helpful, as well as customer signatures for delivery. Insist that the customer check all the items and sign off they were received in good condition.
Remember
You are an industry pro. Always maintain a professional demeanor, positive attitude and listen to your customers. However, you shouldn’t waste your time on clients that are high maintenance. There are customers that truly appreciate your time and attention to detail to make their event memorable. Focus on the positive!
