Excellent customer service is essential to keeping your business ahead of the competition. The rental business needs not only to focus on how the rental process can excel but also address the consideration of customers who have started searching for rental businesses with whom they want to do business.
In today’s digital world, customers are most often quite advanced in their ability to search for quality audio-visual equipment and the features that they need. This is where a rental business has an opportunity to step in to educate potential customers about the variety of equipment available for rent that matches their needs. Answering customer queries in a friendly and knowledgeable manner can help them through their decision-making process and also inspire them to trust your business in fulfilling their AV rental needs.
A consultative approach can extend the time to close new deals. All quotes, questions, and negotiations will require extra time and mutual agreement on terms and conditions, as a major part of this process will consist of satisfying customer queries so they can decide to rent from your business instead of others.
Here are some key customer considerations that can help your business convince prospective customers to rent your audio-visual equipment:
1. Types of Audio visual equipment available for rent
Customers of A/V equipment require leading-edge equipment to cater to different event needs. Professional audio and visual effects can have a large impact on the overall success of an event. To adjust to frequent event changes and revised requirements, they might also request audio visual equipment at the last minute, so equipment availability is important.
A wide variety of audio-visual equipment is a win for the rental business to satisfy many customer needs, ranging from mid to large-sized companies. When searching for the right equipment to rent, customers will visit your website to explore the different equipment types that are available. To simplify their search, it is helpful to categorize items that are suitable for different event types. Here are a few examples:
i. Conferences
Equipment can include high-quality monitors, projectors, displays, speakers, and microphones for conferences, meetings, and hosting events.
ii. Weddings
Displaying top-quality LED stage and disco lighting, sound systems, and wireless microphones can be a few of the top picks for any customer’s wedding event.
Audio and visual equipment for any event are often rented out together, so rental businesses may offer unique bundle deals at special rates to make rentals easier and more attractive. For example, a wedding event bundle can include all standard equipment related to a wedding event, with additional accessories as add-ons per unique customer requirements.
2. Factors to consider when renting out
The primary objective of any rental business is to keep customers happy by offering them equipment that meets their requirements. When rental customers are choosing audio-visual equipment, a key consideration is whether the equipment has sufficient quality and features to run a successful event.
Consider the example where an AV rental customer has decided to rent out audio-visual equipment for a conference but is still unsure whether the chosen items are the right fit. The questions that influence this decision can include:
- Is the equipment suitable for the location of the event, indoors or outdoors? How will the equipment be set up in case of a mixed location?
- If it is a large-scale event, how many pieces of equipment must be rented to cover the entire space?
- Who will set up the equipment? Is technical support available throughout the event, in case of unforeseen incidents?
Providing end-to-end customer support is key for rental businesses to retain and grow their customer base. When renting out technical audio visual equipment, it’s important to ensure that a qualified professional is sent to properly set up the equipment, explain any safety precautions, and also be present at the time of the event date to tackle any inconveniences that may arise.
3. Audio-visual equipment rent-out process
There are several steps to renting out equipment to guarantee a trouble-free rental experience.
Customers will often shortlist a few rental businesses after thorough research. The next step is to request quotes and see if it’s within budget.
With a pool of AV rental businesses in the same market comes increased competition. Companies can compete on equipment quality, customer service, and especially on rental rates. This is why it is important for a rental business to offer competitive quotes to entice customers to their business.
When the customer agrees to the quotes offered, then both parties sign the rental agreement. It is a legally binding contract that states the rental terms, rates, rights, and obligations of each party. Both parties can read the agreement before signing it in order to agree upon any changes.
After the documents are signed and complete, the rental business can book the audio-visual equipment ordered by the customer and prepare for its delivery.
4. On-time delivery of equipment
Audio-visual equipment delivery to a customer location delayed by even an hour can lose customer trust and cause frustration. On-time deliveries are one of the major considerations of customers before renting out equipment. Equipment delivered before the rent-out date can help them check, install, and operate the equipment beforehand.
Rental businesses can schedule delivery dates and times at the time of booking audio-visual equipment for the customer. Flexibility to choose delivery days before the actual event dates can help customers ensure smooth operations on the event day.
5. Testing the equipment before the event
Audio-visual equipment might be tested by customers to ensure that it is functioning properly. Testing the equipment a day before the event can confirm that all elements necessary to operate the equipment are in working order, such as testing a speaker to confirm that it produces clear sound.
Rental businesses can become part of this testing process by providing adequate training to the equipment users. Guidance on the position of controls, control function, labeling, and other operating procedures can go a long way toward a successful event. The business can also provide dos and don’ts for the use of the equipment to avoid inconvenience, minimize risks, and ensure smooth operations.
Seamless rental experience to retain customers
A successful AV rental business understands its customers’ needs, provides quality audio-visual equipment at competitive rates, arranges for timely deliveries, and provides excellent customer support to become its customers’ choice again and again.
