“I can honestly say that most customers don’t have a problem and do not damage my equipment,” said Chuck Hill, owner of Tioga Tool & Equipment Rental in Oswego, NY. “But there are a few who are just abusers of equipment."
He continued, “When customers call or reserve equipment, we ask if they have had any experience with it or have ever run one before. If not, we tell them we will explain everything so they can do anything. We also tell them if someone else will be running the equipment to bring in that individual when they pick it up.
“When giving instruction to lessees we can tell by their facial expressions if they are listening and paying attention. If we get the feeling they didn’t get it or were not paying attention, we go through it again. We have had many pieces returned, with customers thanking us for the good instructions – no damage done.
“We follow the same rule of thumb when renting larger pieces of equipment. However, with larger equipment, damages can be more expensive. We ask how many times they have been on and/or operated the type of unit they are renting. If they have minimal experience, we will explain what the unit’s load capacity is and what they can and cannot do with it. Again, if we feel they didn’t get it or were not paying attention, we start over. This way, it’s clear to the customer what they are renting and the machine’s capability, which minimizes damage.
“We don’t allow any towing unless the customer has a frame hitch and all the electrical hookups to run lights, brakes, and, most important, the right size vehicle.
Hill concluded, “The best thing that has worked in our favor is keeping equipment in top-notch condition. Customers have more respect and take better care of equipment that is running good, working good and looking good.”
