Next Level Service

20 March 2008

IRN: How does a company the size of United Rentals improve its levels of service? MJK: We are always seeking to take our service to the next level. We look at our current customer service focus as a foundation, not a ceiling. It's very strong, but it can always be stronger. If a process change can make the customer experience more exceptional, we implement it. Recently we introduced new training programs to help our employees get into the mindset of customers and listen to them more astutely.

We know that inside every transaction there are 20 touch points that go well beyond the sales contact. Customer satisfaction depends on our hitting the mark at each one of these touch points. We believe in the value of benchmarking so that each branch, district and region has a handle on how its service performance measures against our objectives.

When you get customer service right, the payoffs are enormous. We have had large customers call us to supply remote jobsites that are 100 miles or more from our nearest branch. It is very important to these customers that United Rentals partners with them on jobs. We aspire to that kind of relationship with every customer. That's how you grow this business.

MAGAZINE
NEWSLETTER
Delivered directly to your inbox, International Rental Newsletter features the pick of the breaking news stories, product launches, show reports and more from KHL's world-class editorial team.
Latest News
Himoinsa to launch battery power genset
EHR Battery Power Generator range offers up to zero emissions and lowers fuel costs through efficient energy use
Rental rate rises assist Sunbelt to pre-Covid revenue levels
Sunbelt Rentals’ first quarter revenue up 22% on 2020 and 12% on 2019, partly thanks to increasing rental rates
Husqvarna invests €1m in Anglo-German tech firm
Swedish manufacturer takes equity stake in the software company which maximises augmented reality technology to boost efficiency 
CONNECT WITH THE TEAM
Murray Pollok Managing Editor Tel: +44(0)1505 850 043 E-mail: murray.pollok@khl.com
Simon Kelly Sales Manager Tel: +44 (0) 1892 786 223 E-mail: simon.kelly@khl.com
CONNECT WITH SOCIAL MEDIA