LOST REVENUE, THE TRUE COST OF INEFF
Turning Tension Into Trust
Tent rental businesses have many moving parts. To succeed, you must keep up with customer demand and manage your crew and inventory while staying efficient to maximize profits. It’s a delicate balance, and dirty tents can throw everything off. The sooner you can address inefficiencies in the tent-cleaning process, the sooner you’ll see an impact on your overall profitability. Hidden Costs of Inefficient Washing Many companies share a similar problem. Crews often spend excessive time trying to stay ahead of their dirty pile, but it’s never enough. As the season ramps up, employees who are already stretched thin don’t have the time or energy to clean them properly. Then, a ripple effect starts. With dirty tents piling up, companies don’t have enough clean ones to meet seasonal demand. So, their only option is to buy extra tents that will probably only be used a few times a year. The rest of the time, they sit in storage and eat up capital that could have been spent elsewhere. You also have the problem of last-minute demand during peak season. Some of the most profitable bookings are those that come in with short notice. If all your tents are
Smart Strategies for Handling Tough Customers
Rude customers are a growing problem for businesses.
According to the Society for Human Resource Management, more than 70% of workers experienced or witnessed acts of incivility daily for three months in 2024, damaging employee productivity and morale.
Is it ever okay to “fire” a customer? Or is there a hidden upside to investing the time and energy required to win them over?
dirty and can’t be sent out, that’s lost revenue. Worse yet, if you send out a tent that’s less than spotless, the client will notice, and they will tell people. Reputation is everything in this business, and nothing kills word-of-mouth marketing faster than a tent that doesn’t meet expectations.
Challenging customers allow you and your employees to practice active listening and show empathy for the customer’s anger or frustration. Consider the possibility that the customer is having trouble understanding what to expect from your product or how to interpret the instructions. In some cases, the customer’s problems may have nothing to do with your company. They could be looking for attention or venting to ease their own anxiety over other issues. To understand the problem in depth, allow the customer to voice their complaints completely — don’t interrupt them. Practice active listening by making eye contact, avoiding distractions, and signaling your interest by verbally confirming you hear their concerns. Repeat a description of the customer’s complaint to show that you understand. For example, you might say, “If I understand you correctly, you’re upset because the product you received arrived too late for you to use.” This shows the customer you’re paying attention and validates their emotions. Figuring out the underlying issue can help you respond most effectively. Even if your business is not to blame, never descend to the level of an irate customer by abandoning your professionalism, politeness, or respect. Instead, apologize for their distress and work with them to find a solution. With luck and a little skill, you can turn that stressful encounter into an opportunity to show you are committed to excellent service — and transform that irate customer into a loyal, trusting fan. 2
“Buying our first machine was a big decision for our company after learning about so many different cleaning styles being used in our industry. We definitely made the right move. Our machine not only does a better job, but does the work of two full-time staff members and shows up for work every day.” –Richard Young Event Rental, Gretna, Louisiana Testimonial
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