The most important part of bringing on new RV rental company employees is consistency: it’s crucial to do it the same way every time. Onboarding new team members in a uniform manner ensures all employees are consistent in their understanding of company values and objectives. Here are some good on how to approach effective onboarding for new RV rental company  staff.

    Day One: Your Company Values, Shared Top Down

    Each staff member should have a meet and greet with the company director on their first day. In this meeting, the company history and values should be outlined to the employee, along with the objectives for the future. This gives the employee a very clear picture of the expectations and allows them opportunity to ask questions on anything that they are not clear on.

    Day Two: Shadowing Experienced Staffers

    Shadowing an experienced RV rental company staff members on an employee’s first day is super beneficial. Again, it is giving a very clear picture of what is expected, but it also aids in defining how processes are to be completed in line with company policies. Such processes might include a script for how to answer the phone or greet renters in person, what value-adds staffers can include in client interactions, and how to identify opportunities to close a deal.

    Day Three: Focus on the Product

    RV Rental Company

    Delivering a comprehensive overview of the RV rentals available, the brand and features are imperative in effective employee onboarding. Do not let your staff member show a renter around an RV until they’re confident in the product that they are sharing. There is nothing more off-putting than an unsure sales person, and it really depletes consumer confidence.

    Beyond: Follow Up

    Set some achievable goals with your new employee and schedule a follow-up date. This creates real landmarks for them to hit, and sets an early precedent. Perhaps you can implement some sort of reward system, so that it makes the goals more fun to work towards. Given you are in the RV business, a little trip to test the product for themselves, is sure to be a fabulous way to get new employees on board!


    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    Wheelbase RV software makes your life easier and your RV rental business more profitable. Our last update was about helpful videos for your RV listings. This week we cover the checkout experience, from settings to questions to improved conversion rates.


    CHECKOUT QUESTIONS

    This week, we fine-tuned the checkout experience for your customers.

    Checkout Question Settings

    You can now make your checkout questions required (or leave them optional if you prefer).

    Questions for Each RV

    If you have a larger fleet made up of different types of vehicles, you can now add different questions on a per-vehicle level.

    If you’re renting out trailers, you might want to ask, “What will you be towing this trailer with? Do you already have a brake controller?” For Class A’s, you might want to know what kind of experience a renter has with large vehicles. Now you can require they answer these questions in order to check out.

    Checkout Flow to Improve Renter Conversion

    In addition to the changes mentioned above, we moved trip questions before renter questions so your renters see the total price before we ask for contact info. We’ve found through user testing that this leads to higher conversion rates and more money in your pocket.


    CALENDAR FEED FOR EASY MOBILE SYNC

    Example of what a Wheelbase booked reservation looks like.

    You can now grab your Wheelbase calendar’s feed to add your reservation calendar into your phone (or other gcals, for example). You start by navigating to your profile, then finding your calendar feed.

    Next, find the place where you would like to sync the calendar. Navigate to “Other calendars” on the lefthand side, click the small down arrow, and select “add by URL.” Paste the URL you copied from your profile in Wheelbase (example above) to sync.

    You can now use your synced calendar on various devices as well as directly in your dashboard.


    Bugs Fixes and Improvements Made

    • Fixed an issue so you can now read all your messages (only the first page had been available).
    • Fixed an issue to get mileage calculating properly on large mileage numbers.
    • Added vehicle export to CSV.

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    Wheelbase RV software makes your life easier and your RV rental business more profitable. Our last update was about mileage estimates, mileage charging, and tiered pricing. This week you can add videos to your RV listings, plus see dates associated with your refunds.

    Add Videos to Your RV Listings

    Adding virtual tour and how-to videos can reduce your time on the phone and help you close the rental faster. Do you hear the same question about a certain RV over and over? Make a video and upload it to the listing page. You can point renters to the video and it can do the work for you.

    Another way to get great videos for free is to search out manufacturer videos on Youtube. Even if you don’t have the bandwidth to create your own video, simply including a video like this can do sales legwork for you. Potential renters love seeing videos.

    Here’s a Great Example From Winnebago

    Bonus Feature

    • Dated Refunds. When you issue refunds, they’ll now be tagged with the date they hit the account in your logs.

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    Wheelbase RV software makes your life easier and your RV rental business more profitable. Our last update was about iPad/tablet support, sorting for add-ons, and personalization options. This week we’re releasing mileage estimates, mileage charging, and tiered pricing.

    Mileage Estimates and Pre-Trip Mileage Charges

    As part of the rental process, we now ask renters where they’re traveling to for their trip. We’ve added a mileage and generator calculator to all reservations to automatically let you know the estimated distance of the rental.

    Thanks to this new mileage calculator, you’re now able to charge your renters for their mileage up front (as opposed to after the trip is over). You choose when you charge for mileage under “Checkout and Insurance” in account preferences.

    With this change, your renters are able to receive more accurate quotes initially and you receive fewer follow-up questions about mileage charges.

    Tiered Pricing

    Wheelbase RV rental

    Go to Prices tab under your vehicle.

    Set your tiered pricing under Base Rates.

    This is a feature we’ve wanted to bring to you for a while now, so it’s exciting that it’s here. You can now set your prices based on how long your rental will be (it’s also called advanced pricing in the software). It’s a great way to incentivize your renters to take a longer trip.

    Bug Fixes and Improvements Made

    • View/manage customer payment methods
    • Fixed an issue with locations were sometimes not returning all relevant information
    • Automatic billing for insurance/roadside assistance fees

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    Wheelbase RV software makes your life easier and your RV rental business more profitable. Out last update was about new payment support for checks, reservation export, and a whole lot more. This week we’re releasing iPad/tablet support, sorting for add-ons, and more personalization options.

    iPad and Tablet Support for Reservations Calendar

    Do you use an iPad or Tablet in order to run your RV business? You can now do all of your bookings on any touch-enhanced device.

    Note: This gif was made on a desktop computer. Cursor won’t appear on your touch device.

    Add-on Sorting

    The more add-ons you offer, the harder it can be to find what you’re looking for. You can now set the add-on order renters see as they check out and prioritize what’s important to your business along the way.

    Track Employee Changes

    We’ve added employee tracking on bookings and in reservation reports. It will make it a lot easier to trace where changes happened and troubleshoot when something goes wrong with customer service.

    Faster Quote Loading

    We’ve significantly improved the loading times of quote creation on desktop and mobile devices. If you have a large fleet, you’ll especially appreciate this.

    Dealer-Level Settings

     You can now decide if you’d like to require your renters to take the driving check as part of their checkout process (even if they haven’t accepted insurance and are getting their own binders). You can also now set your reservation deposit preferences by individual listing.

    Bugs Fixed, Improvements Made

    • Improved invoices/receipts to include already completed payment information.
    • Improved insurance/roadside assistance selection options for renters when checking out.
    • Fixed several issues with how reports are generated that lead to missing data in some cases.

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    The ubiquity of internet access can be a double-edged sword. On one hand, it’s effectively connected millions of customers with industries, thus making business more seamless. On the other, the internet’s given everyone a sounding board to voice flippant opinions and grievances. Yelp, Trip Advisor, and other review sites have created customer feedback platforms that are very public. This is great when the feedback is good. Unfortunately there is a new wave of disgruntled customers that like to complain on their online soapbox. Businesses often complain that their customers have not aired their grievances in real time, thus blocking the business from the chance to rectify the problem before it hits the wider internet. Here are some ideas of how to handle negative Yelp reviews at your RV rental company.

    Claim Your Business

    Negative Yelp Reviews

    Make sure that you claim your business on Yelp. This is important, as it will allow you to update it with the correct information and the best photos.

    Photos are crucial

    Ensure that you have high quality images. These can overcome negative reviews. A picture is often more powerful than words.

    Leverage your Fans

    Ask current and past customers who have had positive experiences to share them on Yelp. This is a good start at building a solid foundation on the platform.

    While it may be tempting to ask friends to write bogus reviews, it’s really not a good idea. Yelp monitors all reviews, and if they track back the reviews to someone who is connected with the business owner, you can be penalized. It’s not worth it. Just focus on the customers who are already enjoying the experience, and express to them how much a positive review would mean for your business.

    Think rationally before responding emotionally

    While it can be upsetting to receive poor feedback, it’s a good idea to take some time before you respond emotionally. Research the customer’s account of what happened. This is a great learning tool for your business, as it allows you to identify and respond to gaps in your service.

    Calmly state the facts

    Disgruntled customers can have a gift of exaggeration. When it comes to RV rental, and the possible frustration of user error, the exaggerations can be even greater. It is important to lay out the facts in a respectful manner. Address each complaint separately via email initially and back it up with your evidence. Try to listen to what your renter is saying and ask questions, even if their account seems to contradict the real situation.

    If the review violates the Yelp terms of service, you can also request for it to be removed.

    Remember: while there are always going to be difficult customers, those providing constructive complaints are valuable to your business. They are making sure you stay on your toes and keep you striving for better.

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    Wheelbase RV rental

    Wheelbase makes your life easier and your RV rental business more profitable. Last week we told you about employee logins and edit tracking. This week we’re releasing new payment support for checks, reservation export, and a whole lot more.


    Support for Paying by Check

    wheelbasepro rv rental company

    Wheelbase now supports an additional payment type: You can now input checks into the system with check number logging.


    Reservations export to spreadsheet

    Wheelbasepro RV rental software

    If you need to export your reservations for any reason, you are now able to do that. The data is exported into a CSV file. It can then be used for running your own reports or accounting.


    Calendar improvements

    Wheelbase RV rental

    You can now click the arrows to collapse a section or view your inventory by an internal ID that you’ve set on your vehicles.


    More vehicle info to help your renters make the right decision, faster

    wheelbasepro RV rental software

     You are now able to input the height, width, and length with hitch of your vehicle to help your renters figure out more quickly which vehicle is right for them.


    Bug Fixes

    • Resolved an issue where renters had problems adding drivers to their reservation.
    • Improved renter cancelation notice so you can handle refunds more easily.
    • The interface for quotes now honors the default insurance options, helping you know more clearly what the final cost will be for the renter.
    • Refunds will now automatically update so you’ll know when money was refunded successfully.
    • Insurance binder requests will no longer require a fax number.
    • For consigned vehicles, owners will no longer have to include a security deposits when they rent their own RV.
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    Teaching your new RV rental company employees to close your rental deals should be part of your onboarding process. Some of your employees may feel like sales is a dirty word, but if you focus on your service, the sale will come naturally. Here are a couple of tips to offer to employees who will be booking RV rentals for you.

    Treat every customer as a potential sale

    Even if the customer says they are only inquiring, it is important that you think of them as a potential sale. This requires giving them the same service and advice that you would any other buyer. This can potentially lead them from the inquiry to purchase stage.

    Ask questions, then listen carefully to the answers

    RV rental company employees

    Learn to communicate effectively and listen to your customer’s needs. Ask clear open questions to ascertain what exactly they are looking for, and offer them an RV in line with their budget requirement and trip expectations. Sales people often get it wrong through ineffective listening, for example offering a product out of their customer’s budget. Say less and listen more.

    Follow Up

    Potential deals are often lost through lack of follow up. Ensure that you obtain email addresses or contact details so that you can follow up with the potential renter. Schedule a call in your calendar to show your customer that you haven’t forgotten them. If they were making an inquiry to start with, this is a good opportunity to ascertain if they have firmed up their booking dates or if they were happy with your quotes.

    In for the Kill

    RV rental company Wheelbase

    It is more than OK to ask the direct question. You need to know if the person on the phone is ready to book their rental. The question can be asked in a polite manner. For example: “Shall I book those dates for you today, Sir/Ma’am?” This approach is non-threatening for your client and allows them opportunity to decline if they wish.

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    wheelbase software

    Writing a script for the person answering your calls is a great, easy way to make life easier for everyone on your RV rental company team. Here are some reasons why, and how you can go about creating your own script.

    Uniformity

    While uniformity sounds a little bit dull, it is important in handling your sales and service enquiries. A uniform script builds brand awareness, and ensures that people know what service to expect. It gives the impression of a polished business, that takes pride in every facet, right down to the simple phone call. A standard greeting and signing off should form the foundations of your script template. Decide on how to address your client. Madam or sir might work, but if that is too formal, you could ask for their first name, and use it throughout the conversation.

    phone script

    Photo by Joi Ito

    Body

    While queries will vary, it is good to have a standardized script for general customer RV rental queries. It’s the best way to offer potential renters exactly what they want and need, without missing any vital information. Here’s a good example of an opening:

    “Thank you for calling [Name of Company].” No matter what the customer says, the response is: “Great, I’d be happy to help you with that.” And then you create a set of questions for the customer support team member to ask the customer. Questions should cover topics like budget, length of trip, number of people, and preferred destinations. Create a template with the opening and the required questions, then print it off for everyone in the office. That way no one misses out on offering the best service and advice to the customer.

    Brainstorm

    After you’ve created the first pass at the script, get your staff together and brainstorm potential questions that clients ask. This is a great opportunity to squeeze out areas that may need training. It also gives you lots to work with when creating the ultimate phone script.

    Confidence

    A phone script is a great aid in confidence building for your staff. When new employees start, it can be nerve wrecking to feel unprepared when a customer calls. A script helps onboard new team members and offers a great guideline for how a call should travel. When your staff sounds more confident in the information that they are delivering, it makes your client feel more confident in their purchasing decision.

    fleet management

    For more ways to move your rental business forward go to www.wheelbasepro.com and schedule a demo today.

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    We’re here to make your life easier and your RV rental business more profitable. Last week we told you about drag and drop calendars and more. This week we’re releasing employee logins (to let you see who took what action in the software), more support for dealers with numerous locations, and a new quick navigation menu.


    Employee Logins

    You can know allow individual employees to log in to the Wheelbase system by creating a login for them. Start at the Employee & Users tab on the lefthand menu.Wheelbase rental software

    Now that you’ve set up your employees in the system, you will be able to see who added notes, details, add-ons, and more.

    Edit Tracking by Employee

    Wheelbase rental software

    And coming up…

    The default setting for all employees is currently the same. They can do everything but change bank payout info or rules. But we’re working on adding more functionality to this area of the system to specify rules for what employees can and cannot do.


    Improved location support to filter by an individual location

    To add a new location into the system, choose store locations from the lefthand menu, then click the “Add new location” button.

    Wheelbase rental softwareTo manage the calendar and settings of a specific location, go to your dropdown menu at the top of the page and select the location you’d like to focus on.

    more coming soon including permissions: #1 Right now employees can do everything but edit the master account, meaning they can't change bank payout info or rules, we're working on adding the ability to specify what employees can and cannot do


    Quick navigation added to the main navigation

    In your main menu dropdown under your account, there’s now a quick navigation section with shortcuts listed under “Jump To” to save you time.

    rv rental software Wheelbasepro


    Internal ID support if you maintain your own Stock numbers

    If you have multiple identical vehicles and you want to differentiate your stock, you can now  create internal IDs within the system to help keep your accounting clean. For example, if you use your own stock numbers you can refer to the vehicles consistantly both inside Wheelbase and when speaking with employees.

    rv rental software wheelbase

    • Improvements
      • 15x speedup when loading your inbox messages.
      • Edit/change your own password & contact info on your profile.
    • Bug fix
      • Resolved an issue where sometimes the inbox wouldn’t show newest messages at the top.
      • Resolved an issue where sometimes booking charges would show as off by a penny.
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