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Categories: Rental Operations
The Growth of Prepaid Reservations

Prepaid reservations are growing, albeit slowly. Perfecting the model to balance customer service, utilization and profits is where the challenge lies.

https://www.autorentalnews.com/154910/the-growth-of-prepaid-reservations
Categories: Rental Operations, Rental Software

The Internet’s growing role as a core revenue channel, along with other advances in technology, creates growth opportunities for RACs bold enough to adapt...

https://www.autorentalnews.com/146457/the-technology-driven-web-world-order
Categories: Rental Operations

What factors determine whether your customer is satisfied? A focus on the customer’s perspective can help identify means for gaining market share.

https://www.autorentalnews.com/146464/dissecting-the-customer-experience
Categories: Rental Operations

High-pressure sales techniques don’t fuel incremental sales. The truth is, the products genuinely add value to the customer experience and help build...

https://www.autorentalnews.com/146469/its-time-to-ditch-the-incremental-sales-stigma
Categories: Rental Operations

Auto Rental News’ Lamest Customer Excuse Contest drew a bevy of entries detailing excuses from customers returning damaged cars. Here are some of the most...

https://www.autorentalnews.com/146473/if-there-was-an-excuse-hall-of-fame
Categories: Rental Operations
Immeasurable Intuition in Employee Performance

You have the tools to measure utilization, holding costs and RPU. But how do you manage an employee with the attitude, “it’s just a rental car?”

https://www.autorentalnews.com/146523/immeasurable-intuition-in-employee-performance
Categories: Rental Operations

The migration to smaller cars may be temporarily painful, but savvy operators know there’s new business to be had.

https://www.autorentalnews.com/146536/finding-opportunity-in-the-new-reality
Categories: Rental Operations
Small Car Reality

The days of customers being excited about a free upgrade are over. How is the car rental industry dealing with the shift in demand to smaller vehicles?

https://www.autorentalnews.com/146540/small-car-reality
Categories: Rental Operations
When Disaster Strikes, Will Your Car Rental Company Be Ready?

RACs in the paths of hurricanes such as Gustav and Ike say that constant communication, enhanced customer service and a relaxation of policies are keys to a...

https://www.autorentalnews.com/146546/when-disaster-strikes-will-your-car-rental-company-be-ready
Categories: Rental Operations, Telematics

As technology continues to revolutionize the car rental industry, are we straying from the “high touch” approach to customer service?

https://www.autorentalnews.com/146555/high-tech-or-high-touch
Categories: Rental Operations
Fox Celebrates 20

Fox Rent A Car remains focused on the leisure market with a business plan that promotes steady growth while weathering tough economic times.

https://www.autorentalnews.com/146564/fox-celebrates-20
Categories: Rental Operations
Surviving the Car Rental Climate Change

The economic storm of 2008-2009 is causing shifts in the auto rental industry both in front of and behind the rental counter. Can you adjust to new market...

https://www.autorentalnews.com/146578/surviving-the-car-rental-climate-change
Categories: Rental Operations
Customer Service is the New Marketing

Auto Rental News went into the field to ask operators to share some low- or no-cost ways to build relationships and gain repeat customers.

https://www.autorentalnews.com/146596/customer-service-is-the-new-marketing
Categories: Rental Operations
How to Survive "Vehicularly Challenged" Days

Follow this step-by-step guide to handle days when duebacks and cars on the ground will not cover reservations. Four unique scenarios are examined.

https://www.autorentalnews.com/146599/how-to-survive-quotvehicularly-challengedquot-days
Categories: Rental Operations
Protecting Your Business Reputation Online

Are you monitoring the Web for negative opinions of your company? Here’s how to control online complaints before they damage your reputation.

https://www.autorentalnews.com/146606/protecting-your-business-reputation-online
Categories: Rental Operations

When it comes to no-show fees, the car rental industry needs to demonstrate a commitment to customer service and value with a “satisfaction guaranteed or...

https://www.autorentalnews.com/146662/guaranteed-service-for-a-guaranteed-reservation
Categories: Rental Operations
Little Words Lead to Bigger Profits

Proper language during the rental process will increase sales conversions, lower customer complaints and boost the confidence of your frontline sales team.

https://www.autorentalnews.com/146977/little-words-lead-to-bigger-profits
Categories: Rental Operations
Understanding Customer Satisfaction

J.D. Power and Associates’ Stuart Greif talks about the 2010 North America Rental Car Satisfaction Study, how RACs were graded and why brands achieved the...

https://www.autorentalnews.com/146877/understanding-customer-satisfaction
Categories: Rental Operations

Last year, Priceline.com brokered more than 15 million rental days to the global car and truck rental industry. Are you increasing your share?

https://www.autorentalnews.com/147807/opaque-rentals-is-the-opportunity-clear
Categories: Rental Operations
Car Rental Q&A: Stolen Vehicles and Getting Associates to Understand Their Responsibilities in Prevention

Learn how to get your staff to understand their responsibility in helping to prevent theft, and also get some quick tips on how to set your operations apart...

https://www.autorentalnews.com/148071/car-rental-qa-stolen-vehicles-and-getting-associates-to-understand-their-respons
Categories: Fleet Acquisition, Rental Operations
Maximizing Car Rental Operations for Major Events

Four franchise and independent operators share their best practices on preparing and managing operations when events travel to their cities.

https://www.autorentalnews.com/152710/maximizing-car-rental-operations-for-major-events
Categories: Rental Operations
Survey Reveals Why Car Renters Choose Ride-Hailing

The AlixPartners survey found that 50% of respondents cited parking issues and associated costs; 35% cited the laborious process of renting a car as reasons...

https://www.autorentalnews.com/310374/consumers-replacing-car-rental-with-ride-hailing-study-finds
Categories: Rental Operations
The Benefits of Letting Some Car Rental Charges Slide

Sometimes knowing when to waive a charge on a car rental bill matters more than a strict adherence to the bottom line — and can be a cost-effective...

https://www.autorentalnews.com/328014/the-benefits-of-letting-some-car-rental-charges-slide
Categories: Rental Operations
Overcoming the 'It’s Personal' Mentality

An irate customer is never fun. But helping your counter associates understand that they aren’t directing their ire at them personally is the first best...

https://www.autorentalnews.com/349758/overcoming-the-its-personal-mentality
Categories: Telematics
How to Choose a GPS Tracking System

It can be a cumbersome task choosing the right GPS tracking system. Read this comprehensive guide so that you can find the right fit for you.

https://www.autorentalnews.com/333320/choosing-a-gps-tracking-system
Categories: Rental Operations
Defining the Helping Mindset

How you handle the customer in an urgent time of need determines the size of your reward.

https://www.autorentalnews.com/346762/defining-the-helping-mindset
Categories: Rental Software
Managing Your Operations With the Mobile Office

The mobile office is changing the way operators conduct business as Web-based software and affordable hardware — such as laptops, portable printers and...

https://www.autorentalnews.com/146732/managing-your-operations-with-the-mobile-office
Categories: Rental Operations

Q: I am a local market operator and we recently made a significant investment in an advertising campaign. Now that the phones are ringing, what are some...

https://www.autorentalnews.com/148242/car-rental-qa-how-do-i-capture-my-call-in-customers
Categories: Rental Operations

An independent car rental operator asks for tips on how to compete with the major car rental companies.

https://www.autorentalnews.com/156284/car-rental-qa-how-can-independents-compete-with-the-majors
Categories: Rental Operations
Anatomy of a Customer Call

During the initial phone call, what are the do's — and the don’ts to avoid — to help a rental agent book the reservation and win a repeat customer?

https://www.autorentalnews.com/156820/anatomy-of-a-customer-call
Categories: Rental Operations
What Can Rental Companies Do to Extract More Revenue From Their Rentals?

At the end of a rental or reservation call, a rental agent should always ask to book future rentals.

https://www.autorentalnews.com/157801/what-can-rental-companies-do-to-extract-more-revenue-from-their-rentals
Categories: Rental Operations
Redesigned Economy Location Ups Customer Experience

Recently updating its facility, Orlando Airport's Economy Rent A Car location now features a customized coffee shop serving more than your regular cup of Joe.

https://www.autorentalnews.com/155879/redesigned-economy-location-ups-customer-experience
Categories: Rental Operations
Why Did Customer Satisfaction Drop in the Latest J.D. Power Survey?

While satisfaction in the 2014 survey bucked an overall positive trend, a few survey insights show a more complete picture.

https://www.autorentalnews.com/155880/why-did-customer-satisfaction-drop-in-the-latest-j-d-power-survey
Categories: Legal & Legislative

As a lobbyist for the car rental industry, the American Car Rental Association (ACRA) presents customer service skills when communicating car rental...

https://www.autorentalnews.com/157400/acra-practices-customer-service-skills-in-politics
Categories: Rental Operations
How Social Media Impacts Customer Service

We talked to rental operators and marketing specialists to learn more about how a rental company’s activity on social media can improve its customer service...

https://www.autorentalnews.com/157410/how-social-media-impacts-customer-service
Categories: Rental Operations
A Relationship Business

In spite of challenging economic times, Driving Force has grown to 30 locations and a fleet of 12,000 vehicles by fostering strong relationships with...

https://www.autorentalnews.com/156296/a-relationship-business
Categories: Rental Operations
Ziad Khoury: Salespeople Aren't Born; You Can Develop Them

As Frontline Performance Group celebrates its 20th anniversary in car rental, Founder and President Ziad Khoury shares his thoughts on the car rental...

https://www.autorentalnews.com/153362/ziad-khoury-salespeople-arent-born-you-can-develop-them
Categories: Rental Operations
Customer Service and Damage Recovery

Recovering the full amount of what you're rightfully owned in damages translates to better customer service — to your external customers as well as your...

https://www.autorentalnews.com/155151/customer-service-and-damage-recovery
Categories: Fleet Acquisition, Remarketing
5 Ways to Meet this Year's Fleet Challenges

This year, the challenges will be both new and old, making fleet planning now more important than ever.

https://www.autorentalnews.com/155152/5-ways-to-meet-this-years-fleet-challenges
Categories: Rental Operations
Cut Costs, Not Customer Service

By analyzing these often overlooked areas of car rental operations, you can add to your bottom line without affecting the rental experience.

https://www.autorentalnews.com/146572/cut-costs-not-customer-service
Categories: Rental Operations
Reimagining the Role of the Car Rental Distribution Channel

What if the car rental customer interacts primarily with the distribution channel, and the car rental company becomes more of a service provider?

https://www.autorentalnews.com/343071/reimagining-the-role-of-the-car-rental-distribution-channel
Categories: Rental Operations

A car rental operator wants to know if he doesn't feel comfortable renting a car to a customer, what can he do to not get sued by the customer?

https://www.autorentalnews.com/156604/car-rental-qa-how-do-i-refuse-to-rent-a-car-to-someone-and-not-get-sued
Categories: Rental Operations
How to Reduce the Risk of Auto Rental Chargebacks

Suresh Dakshina, president of Chargeback Gurus, shares insight on why auto rental companies can be susceptible to chargebacks and tips to lessen the risk.

https://www.autorentalnews.com/157143/how-to-reduce-the-risk-of-auto-rental-chargebacks
Categories: Rental Operations
Car Rental Operations: Five Areas You Can Improve on Now

While dismal economic conditions may be out of our hands, there are things you can control to help your team post higher results and weather the current...

https://www.autorentalnews.com/146551/car-rental-operations-five-areas-you-can-improve-on-now
Categories: Rental Operations, Rental Software
Tips to Engage and Retain Existing Customers

Rental companies can maintain relationships with past customers by keeping up with communication, offering incentives to rent again, and continuing to...

https://www.autorentalnews.com/157818/tips-to-engage-and-retain-existing-customers
Categories: Rental Operations

Hotels have found that an uncluttered front counter and assigning all managers to "visibility posts" enhances the customer experience. Can car rental adopt...

https://www.autorentalnews.com/157398/what-car-rental-can-learn-from-the-hotel-industry
Categories: Rental Operations
Why Dealership Rental Operations Don't Work - And How They Could

With streamlined operations and lower cost structures, a dealer rental operation should be a powerful competitor to more traditional rental operators. Why...

https://www.autorentalnews.com/146595/why-dealership-rental-operations-don39t-work-and-how-they-could
Categories: Fleet Insurance, Rental Operations
Maintaining Customer Service When the Rental Goes Bad

Experts give tips on how to remain professional when dealing with difficult situations such as vehicle recovery, subrogation, or chargebacks.

https://www.autorentalnews.com/157409/maintaining-customer-service-when-the-rental-goes-bad
Categories: Rental Operations

At the September Car Rental Show, J.D. Power's Vafa Akhavan explained the importance of the customer experience and incorporating it in a business model to...

https://www.autorentalnews.com/146487/the-customer-experience-satisfaction-as-strategy
Categories: Rental Operations
Professionalizing Auto Rental Through Certification

Scheduled to launch at the 2009 Car Rental Show in Las Vegas, the new Rental Car Professional certification program will institute a minimum standard of...

https://www.autorentalnews.com/146559/professionalizing-auto-rental-through-certification


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