☕️ What Contractors Remember About You

Hey 👋,

Don’t you wish you could be in your customer’s head to understand what they need ? It would make things simpler and answer some questions. Like, how do you get to being the number 1 call ? But mostly, how do you stay the number one call ? 

A lot of rental companies go about this differently. But what is the solution ? It’s hard to say because every client has a different need and job site.

This week, I listened to the ARA’s Podcast called Shop Talk that was hosted with contactor Jon Kaye and Elliott Vigil’s on what contractors really need. A few things stood out, not tips, exactly, just reminders of how service is felt on the other side of the counter or the phone.

“Your logo isn’t what I’m loyal to.” Jon said this almost in passing, but it stuck.

“I’m renting from the person who gives me the best service. If they move companies, I follow them.” This makes us reflect how much hinders on the quality of the service everyone at the rental center is able to give. From the counter clerk and the shop person who makes sure the equipment is well taken care of, to the delivery employee dropping off the equipment. They enjoy fast, quality service when things go sideways. The ones who admit when they don’t have something, and still find a way to make it work stand out.

This reminds me of a lot of the conversations we had at Quebexpo where we saw how rental center owner are always working, harder and harder, to make things happen for their clients. That's dedication! I think a good indicator is;f is it hard to get a hold of you in the busy seasons, or are customers always answered and well taken care of ?

“A $100 rate difference is annoying. A two-hour delay is a disaster.”

This one probably won’t surprise you, but it’s still worth pausing on. Rate shopping is real — but it’s not what keeps contractors up at night. Which is interesting. Waiting for a machine to show up represents a lot of costs as it slows down the flow of the construction sites. The costs of a stopped construction site include paid workers that aren’t able to work and machine cost that is unable to run.

“If the machine runs well, I don’t care what name is on it.”

Contractors, especially these days, are renting to stay efficient. They’re leaner, more cautious. The brand doesn't matter as much as the efficiency. Perfect brand apparently doesn’t matter as much, some operators have preferences, but performance seems to trump brand loyalty. A reliable, well-maintained machine from a lesser-known manufacturer is often preferred. Sometimes what we think are big selling points — make, model— aren’t what tip the scales at all.

I’m guessing these aren’t big surprises to you, most of you probably know this already.

But it’s always good to hear it straight from the customer.

What they remember isn’t always the price, or the equipment, or even the name on the invoice. It’s the way you made the stress feel a little lighter. The way you answered the call when they really needed you.

👉 You can watch the full episode here.

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