Preparing for a long, busy summer In roads made by RTO

Preparing for a long, busy Summer

This summer is the first since 2019 where UK residents will be able to travel freely across the country and much of Europe. The removal of social distancing requirements and mandatory testing is expected to see demand spike, with customers expecting the same high levels of service they were used to pre-pandemic.

That returning demand will be welcome relief to many rental operators, but it is important that your processes, workforce and vehicles are prepared.

Many operators had to shrink their workforce during the pandemic or have seen a higher-than-average level of turnover within their teams. Vehicle shortages have also left many with a smaller, older fleet. All these issues present a greater risk when it comes to retaining high levels of customer service, or simply keeping up with demand. u

Particular points that members should consider this summer include:

Are your staff fully trained and able to handle all types of customer query?

Security checks, vehicle availability and return standards often lead to emotional exchanges.

How are you communicating vehicle availability or standards with your customers?

With many fleets getting older, or incurring more cosmetic damage before being replaced, are you making your customers aware of that before they collect?

Are you being transparent with your pricing, including any extras?

Make sure your website is clear about what the price contains, and what extras the customer may wish to consider.

Are you offering your customers alternatives if their

first choice isn’t available? Is there any external equipment you can offer that will give the same experience, such as roof boxes, trailers, or sat nav systems?

Do you know what the customer will do with the vehicle?

If they are driving in areas with clean air zones or congestion charges, advise them of charges ahead of time to avoid having to process fines at a later date.

Are you providing drivers with VE103B ‘Vehicle on hire’ certificates with drivers planning to take the car abroad?

Failure to present the correct paperwork could see your vehicles impounded or delay your customer’s return to the UK.

Reducing Your Risk

A rental car or van is a very expensive asset, so it is important that you can trust your customer to return it in good condition and within the time agreed.

The RISC database is the BVRLA’s risk management tool for rental and leasing companies. It allows businesses to qualify their customers when hiring out vehicles, containing information that can help in preventing, detecting, and controlling fraud and other losses.

RISC contains details of over 7,000 individuals and companies who have been identified as a potential risk based on previous experience. The data held is a factual report of incidents where there have been breaches in terms and conditions of rental.

A community of BVRLA members contribute to the data, collectively allowing each other to make more informed customer qualification decisions.

The more members that are using the database, the more reliable it can be. Members not currently subscribed to RISC should contact risc@bvrla.co.uk for more details. u