RM Online - Let's value our suppliers - and understand the terms of a good relationship

The three crucial elements that are needed to run a rental firm are suppliers, employees and customers. Which one is most important? None: they all are needed equally. Remove any one of them and you'd have a tough time making a living.

Over the years, I don't think we have always given the manufacturers and suppliers the credit they deserve. I suppose all rental people complain from time to time about their suppliers; some complain a lot. But to me, they are among my greatest assets. It upsets me when I hear of trouble between a rental guy and a supplier, or of any real or imagined fault expressed by either side. The vast majority of rental suppliers are honest, dependable people who will go out of their way to help you - but only if, over the years, you've been fair with them. I try to treat my suppliers with the same respect I treat my customers. I need them both; without either of them, everything in my business would grind to a halt.

The art of negotiation is to make every deal a win-win experience for both parties, by mutual fairness and loyalty, and long-term relationships built over time on a foundation of dependability and trust.

This month's assignment is to check your trucks and delivery vehicles. A program of daily and weekly inspection should be in effect. Set up your own frequency, but regularly check basic things on the truck such as oil, transmission fluid, all lights, interior and exterior cleanliness.

All company vehicles should be equipped with the standard safety items such as fire extinguisher, first aid kit, road flares, etc., and also with a complete emergency tool kit. Nothing is more frustrating for a driver than to be unable to solve a simple problem and help a customer only because he lacked a pair of $3 pliers. A trip back to the shop costs a bit more than that. I purchased a small toolbox and put in a claw hammer, screwdrivers, pliers, tape, wire and other handy quick-fix tools and accessories.

Don't get me wrong - I don't want my drivers to become mechanics, but I do want them to do whatever it takes to help the customer: that's the name of the game. E-mail me (richardpaquette@compuserve.com) and I'll be glad to send you a copy of our toolbox list. Feel free to modify it - I doubt you'll need a spray can of ether (cold-weather starting fluid) if your business is in Phoenix!

Also, all vehicles should have a prepared package of company literature and handouts like credit applications, catalogs, pads and pens that the driver can give to current - or maybe more importantly, prospective customers. Even if you have salesmen who visit the job sites, sometimes the driver will see a new opportunity for a rental - drivers often come face to face with customers who have never ventured into the rental store. Drivers should look sharp and reflect your company well - they should be clean and uniformed in addition to courteous and knowledgeable. They are the only image that many clients have of your rental firm, so let's make it a good one.