In this morning's webinar we focused on Chapter Three of Be Our Guest - Perfecting the art of Customer Service and how 'auditions' / 'orientation' - typically associated with acting/performances - can translate to being a great host.
How can looking at listings as ‘auditions’ potentially serve as a benefit to your business? Are you doing everything to make sure your ‘auditions’ stand out?
Similarly, it’s interesting to think of walkthroughs as ‘orientations’ (though it may be the case that this step is repetitive to you, we have to remember that many ‘guests’ are experiencing it through a much fresher lens).
Thinking creatively and shifting perspective can be a great way to set yourself apart from the competition.
Effective and thorough walkthroughs are a great way to ensure you're feeling 100% comfortable handing over those keys (and the guest is feeling 100% confident driving away/kicking off their adventure). Below are some points to keep in mind:
walkthroughs are also great way to keep potential claims at a minimum
- be cognizant of your audience (particularly first time guests)
- have a script/checklist outlining points to touch on
- going by memory or ‘winging it’ can lead to omissions (and potential regret down the line)
- make sure you’re taking those pre/post trip photos
great opportunity to build trust & rapport
📒 Rules of the Road / Notes to Guests
The Wheelbase dashboard defines each as per below:
Rules of the Road
‘This is a great place to specify rules like ‘no climbing on the roof’ and ‘no smoking’
Notes to Guests
‘Appear on your Wheelbase and Outdoorsy listings, so you can share anything you’d like someone to know before renting your vehicle. Renters also see these during checkout, when booking a vehicle, and on 'rental receipt’
Are you utilizing these functions to ensure your guests are fully aware of your expectations and offerings? Transparency is so key to setting the right tone. Bonus: this information appears on the 'Reservation Receipt' (signature page)
✅ Driver Verification
Not all guests are created equal when it comes to driver verification. Though there are times that manual approval is the answer, it's important to recognize potential risks associated with drivers who have raised red flags and/or failed entirely.
As discussed in the webinar this morning, we are continuously expanding our toolbox and refining processes around effectively vetting guests for your safety.
💬 Chat (transition to zendesk)
Earlier this month, we made the switch from 'intercom' to 'zendesk' as a measure to streamline the business. We've heard quite a bit of feedback - please note points below as we actively work to iron out wrinkles affiliated with this change:
- chat history is no longer visible
- if you would like a transcript please request as you close out the chat (this takes 24 to 48 hrs to process)
- yes, we know...the bubble/window is enormous and inconvenient
- consider opening a second ‘working’ tab
not seeing the chat bubble at all (make sure you have the most updated version of google chrome)?
support email address is now email@example.com
we are working to ensure all content is appropriately updated (please let us know if we have missed anything!)
We dove a bit deeper into GPS on the webinar earlier today. For those not currently tracking your fleet, it's highly recommended that you do so. With Zubie, you'll receive discount pricing and the following nifty benefits:
- track location and status of your rigs
- slick dashboard to track maintenance schedules and service logs
- reporting functionality (notifies you of speeding, driving habits, etc.)
- app and desktop friendly
- click here for rates
If you have questions or prefer to reach out by phone please do so via 844.852.6171 (for sales) or 651.401.7239 (for support).