Tips for Better Delivery of Rental Equipment

RER magazine interviewed owners, managers and delivery drivers for their tips on how to do delivery right. More than a dozen rental companies shared tips and best practices including Michael Frey, rental operations manager for Finning Canada. Here are a few of his top tips.

Safety No. 1:  A progressive safety program is a legal obligation and a vendor requirement for many customers, and drivers need to be trained in every aspect, says Michael Frey, rental operations manager, Finning Canada. “This includes best practices with respect to safe equipment and vehicle operation including vehicle safety training, collision avoidance, defensive driving, maintaining a digital logbook, job hazard recognition and knowledge of local or site-specific safety requirements such as personal protective equipment, safety operations and radio operation on private roads,” Frey says. “Customers need to be confident that equipment delivery drivers can safely complete their work on site while adhering to the safety practices of their employer and of the customer.”

Guarantee Delivery Times: “Equipment that arrives later than promised is frustrating for customers and can present challenges as they often work within tight deadlines,” says Frey. “Crews may be waiting for the equipment to arrive before they can start a job and any equipment delays can cost time and money. An organized delivery schedule is important for any rental house but guaranteeing your delivery times as part of your service package can provide customers with another level of confidence and value. The guarantee might come in the form of discounts, store credit, or free rental days, in exchange for a late delivery; demonstrating a high-level service commitment and increasing the customer’s confidence in your reliability and your business.” 

Make Delivery & Pickup Inspections Standard: “There are few situations that cause more frustration to rental operators and customers than disputes over damages,” adds Frey. “Having drivers implement an inspection process -- take pictures and complete a walk-around inspection with customers at delivery and pickup, can help mitigate these disputes. More effective damage recovery means more money to your bottom line and provides a better experience for customers who are responsible for any damages that occur on their site. It also protects them from being charged for damages they were not responsible for. Establishing a clear inspection process and a means of checking for condition at the time of the rental and upon return will benefit your rental operation and add value for your customers.”  

Sell delivery: Most rental companies offer delivery, but it’s important to promote this service to potential customers. “Many positive customer reviews result from the rental company making the rental experience easy for the customer,” says Frey. “After considering rental and determining the right type of equipment for a job, many customers are still left with the question of delivery and pickup. By offering to also take care of delivery with the added value of competitive rates and a trained delivery driver makes the experience that much easier and gives customers the confidence that rental is the right option for the job.” 

Read the full article in RER.

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