{"id":60931,"date":"2023-12-14T21:29:24","date_gmt":"2023-12-14T21:29:24","guid":{"rendered":"https:\/\/por-development.local\/?p=60931"},"modified":"2023-12-18T16:36:52","modified_gmt":"2023-12-18T16:36:52","slug":"drive-thru-rental-how-to","status":"publish","type":"post","link":"https:\/\/www.point-of-rental.com\/es\/drive-thru-rental-how-to\/","title":{"rendered":"Drive-Thru Rentals: How American Rental Sped Up Service"},"content":{"rendered":"<p>Brad Kniep and his team at <a href=\"https:\/\/americanrental.com\/toolequipment\/\">American Rental<\/a> were frustrated with their equipment return process.<\/p>\n<p>Customers would return items wherever felt convenient. Items would need to be brought back to a location for inspection and servicing, refilling fuel, etc. Because equipment tends to have a low maximum speed, it could take 5-10 minutes to get a piece of equipment from where it was dropped off to the company\u2019s on-site fueling station.<\/p>\n<p>When the company had built its new location in Morton, Illinois, Brad wanted to borrow from an industry that\u2019s mastered quick service: Fast food. Specifically, he wanted a drive-thru.<\/p>\n<p>And after watching machines inch slowly across the lot one too many times, he and the American Rental team knew it was time to make the drive-thru a reality.<\/p>\n<p>The new rental process has led to several benefits at American Rental, including:<\/p>\n<ul>\n<li><strong>Increased efficiency<\/strong> &#8211; cutting down time moving items across the lot for fuel and service<\/li>\n<li><strong>Happier customers<\/strong> &#8211; serving them the way they prefer to be served<\/li>\n<li><strong>Inventory that\u2019s easier to find<\/strong> &#8211; everything comes back to one designated location<\/li>\n<\/ul>\n<p>But creating an entirely new process, taking fast-food principles and implementing them in an industry that\u2019s largely face-to-face and conversational, completely changing the way you do business? It requires planning.<\/p>\n<p>Here\u2019s what you can learn from Brad and American Rental\u2019s drive-thru implementation:<\/p>\n<hr \/>\n<figure id=\"attachment_60956\" aria-describedby=\"caption-attachment-60956\" style=\"width: 1920px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-60956 size-full\" src=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.08.18\u202fPM-e1702589135131.webp\" alt=\"Drone shot of American Rentals in Morton, IL, and their drive-thru.\" width=\"1920\" height=\"988\" srcset=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.08.18\u202fPM-e1702589135131.webp 1920w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.08.18\u202fPM-e1702589135131-300x154.webp 300w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.08.18\u202fPM-e1702589135131-1024x527.webp 1024w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.08.18\u202fPM-e1702589135131-768x395.webp 768w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.08.18\u202fPM-e1702589135131-1536x790.webp 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><figcaption id=\"caption-attachment-60956\" class=\"wp-caption-text\">Drone footage of American Rental&#8217;s lot shows the layout; the drive-thru is on the right side of the building, aligned with the entrance.<\/figcaption><\/figure>\n<h5><strong>First, lay the groundwork.<\/strong><\/h5>\n<p>Not everyone has a new building that they\u2019re creating, so American Rental\u2019s setup (see below) may not work for you. You\u2019ll need to assess your business\u2019s setup to determine the ideal flow of traffic within your facility.<\/p>\n<p>Don\u2019t forget your people! Gather feedback from your team early on, making it clear that they are stakeholders in the process &#8211; your goal is to make their lives easier in this process, not harder.<\/p>\n<p>After you\u2019ve taken their input, but before you\u2019ve actually implemented the drive-thru, define roles and responsibilities clearly and explain why you\u2019ve set up the drive-thru the way you\u2019ve chosen to. Make sure your staff knows how the process works; your customers are going to have questions.<\/p>\n<p>Preparation and education gives your team the confidence to answer quickly, professionally, and get the customer where they need to be &#8211; quickly.<\/p>\n<p>Including your team in the brainstorming phase has an additional benefit: By making staff feel like they\u2019re stakeholders, they\u2019re more likely to take ownership of the new process, increasing your odds of successful adoption.<\/p>\n<figure id=\"attachment_60948\" aria-describedby=\"caption-attachment-60948\" style=\"width: 1920px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-60948 size-full\" src=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.12\u202fPM.webp\" alt=\"Drive-thru signage at American Rental Center\" width=\"1920\" height=\"984\" srcset=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.12\u202fPM.webp 1920w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.12\u202fPM-300x154.webp 300w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.12\u202fPM-1024x525.webp 1024w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.12\u202fPM-768x394.webp 768w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.12\u202fPM-1536x787.webp 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><figcaption id=\"caption-attachment-60948\" class=\"wp-caption-text\">Each lane of American Rental&#8217;s drive-thru is clearly labeled over the awning. There are also signs earlier in the process and directing them to the unload zone at the end of the building.<\/figcaption><\/figure>\n<h5><strong>Educate your customers and provide them with tools.<\/strong><\/h5>\n<p>Great &#8211; your staff knows how to operate the drive-thru. And your customers have definitely been through a drive-thru at some point &#8211; often on the way to pick up whatever they\u2019re renting. So everyone should understand what to do intuitively, right?<\/p>\n<p>Wrong. Even though you feel like it\u2019s obvious and you and your team understand the processes, your customers don\u2019t. Long-time customers do what they\u2019ve always done, and new customers, well, they have no idea what to do or why you want them to use a drive-thru.<\/p>\n<p>So educate your customers &#8211; create maps and signage that show your customers where to go and what to do when using your drive-thru. If you\u2019re using eCommerce features within your rental software (or independently), you can make the on-site process much faster by sending documents and emails detailing the process in advance. And use the email confirmations to provide directions.<\/p>\n<p>Remember to be patient throughout the process. Most renters aren\u2019t at your business every day, so it\u2019ll take time for them to become familiar with your new processes.<\/p>\n<p>In time, though, the education you provide your customers pays off: Your team spends less time on the lot moving things back and forth, trying to find where items got returned, or getting items to and from an inconveniently-located step in the return-to-rental process. Your customers will spend less time in line at your counter, signing documents or waiting for you to find items. And you\u2019ll spend less time wondering why it\u2019s taking so long to get rentals out (and back in).<\/p>\n<p>In short, everyone will get where they need to be, faster.<\/p>\n<figure id=\"attachment_60964\" aria-describedby=\"caption-attachment-60964\" style=\"width: 1921px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-60964 size-full\" src=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.51\u202fPM.webp\" alt=\"Staff at American Rental's drive-thru counter manage rentals in Elite.\" width=\"1921\" height=\"1080\" srcset=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.51\u202fPM.webp 1921w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.51\u202fPM-300x169.webp 300w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.51\u202fPM-1024x576.webp 1024w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.51\u202fPM-768x432.webp 768w, https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-1.09.51\u202fPM-1536x864.webp 1536w\" sizes=\"(max-width: 1921px) 100vw, 1921px\" \/><figcaption id=\"caption-attachment-60964\" class=\"wp-caption-text\">Counter staff have a station right next to the drive-thru window, allowing them to easily see the lot and direct traffic appropriately.<\/figcaption><\/figure>\n<h5><strong>Evaluate and adjust as necessary.<\/strong><\/h5>\n<p>Below is a video and a description of how American Rental implemented drive-thru within their rental business, but even if you use their template perfectly, it may not work for you and your customers. Even if you\u2019ve painstakingly built your own customized plan and you\u2019ve thought everything through, conditions can change and you\u2019ll need to adjust.<\/p>\n<p>So make sure you\u2019re keeping in touch with your customers and your staff, evaluating what\u2019s working and what isn\u2019t, and improving your experience.<\/p>\n<hr \/>\n<h4><\/h4>\n<h4><strong>So, how does American Rental do drive-thru rentals?<\/strong><\/h4>\n<p><iframe title=\"Maximizing Efficiency With Drive-Thru Rentals At American Rental\" width=\"800\" height=\"450\" src=\"https:\/\/www.youtube.com\/embed\/Q6yn5MPurWQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h5><\/h5>\n<p>Because they had the space for it and because they\u2019d customized their building for it, American Rental was able to build a three-lane drive-thru setup, with each lane serving a specific need and ideal customer.<\/p>\n<h6 style=\"padding-left: 40px;\"><strong>Lane 1: Face-to-Face Interaction<\/strong><\/h6>\n<p style=\"padding-left: 40px;\">A good number of rental customers prefer to maintain a face-to-face interaction where possible. The first lane allows for that direct staff interaction and make for easy conversations when a customer has questions or additional requirements, like additional signatures on documentation.<\/p>\n<h6 style=\"padding-left: 40px;\"><strong>Lane 2: Contactless Rentals<\/strong><\/h6>\n<p style=\"padding-left: 40px;\">Lane 2 is the next one away from the window, so like a fast-food restaurant, American Rental has installed a speaker system to make it easy to communicate with customers. This lane is great for customers who prefer a contactless experience or have already completed the necessary paperwork online.<\/p>\n<h6 style=\"padding-left: 40px;\"><strong>Lane 3: Trucks and Trailers<\/strong><\/h6>\n<p style=\"padding-left: 40px;\">As a large equipment company, American Rental rents items that don\u2019t fit easily under their awning, especially if they\u2019re on a trailer. The third lane accommodates them and their returns.<\/p>\n<p>They\u2019ve implemented Point of Rental <a href=\"https:\/\/www.point-of-rental.com\/ecommerce\/\">eCommerce<\/a> features like electronic signatures and web payments throughout the process. When customers have taken care of their paperwork and payment online, they\u2019re able to skip the counter, skip the line, and they can go straight to the drive-thru. They\u2019re not wasting valuable rental time waiting at a counter, signing paperwork, walking back out to the car, driving to a loading area, etc.<\/p>\n<p>The person managing the drive-thru plays a vital role. They act as the director of the entire process, overseeing the drive-thru and monitoring Point of Rental for contract details. They have a comprehensive view of the inventory in American Rental\u2019s yard, allowing them to orchestrate pickups and dropoffs.<\/p>\n<p>And when they return items, customers pull straight ahead to the unload zone to unload, following the clearly-marked instructions. It\u2019s right next to the garage and the fueling station, which makes it easy to quickly inspect equipment and get it ready for another rental (or pull it into maintenance if necessary).<\/p>\n<p>If you\u2019re looking for tools that\u2019ll help you make your rental business more efficient, fill out the form below; we\u2019ll contact you to find out how we can help.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Brad Kniep and his team at American Rental were frustrated with their equipment return process. Customers would return items wherever felt convenient. Items would need to be brought back to a location for inspection and servicing, refilling fuel, etc. Because equipment tends to have a low maximum speed, it could take 5-10 minutes to get [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":60972,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[55],"tags":[],"class_list":["post-60931","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-rental-industry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 4.9.7.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"When American Rental wanted to speed up their service, they borrowed from the fast food industry to create drive-thru rental.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"Brian Beaudry\"\/>\n\t<meta name=\"google-site-verification\" content=\"1Cn-sgF7ANKsYJMiqx6OAyEFBNDVT9PIH0q1IrlLtJw\" \/>\n\t<meta name=\"msvalidate.01\" content=\"5D8BB6893DD36192F342744721A2D3DC\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/www.point-of-rental.com\/es\/drive-thru-rental-how-to\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO Pro (AIOSEO) 4.9.7.2\" \/>\n\t\t<meta property=\"og:locale\" content=\"es_ES\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Point of Rental Software ES | Software de gesti\u00f3n de alquiler e inventario\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"Drive-Thru Rentals: How American Rental Sped Up Service\" \/>\n\t\t<meta property=\"og:description\" content=\"When American Rental wanted to speed up their service, they borrowed from the fast food industry to create drive-thru rental.\" \/>\n\t\t<meta property=\"og:url\" content=\"https:\/\/www.point-of-rental.com\/es\/drive-thru-rental-how-to\/\" \/>\n\t\t<meta property=\"og:image\" content=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-3.18.53\u202fPM.webp\" \/>\n\t\t<meta property=\"og:image:secure_url\" content=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2023\/12\/Screenshot-2023-12-14-at-3.18.53\u202fPM.webp\" \/>\n\t\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t\t<meta property=\"article:published_time\" content=\"2023-12-14T21:29:24+00:00\" \/>\n\t\t<meta property=\"article:modified_time\" content=\"2023-12-18T16:36:52+00:00\" \/>\n\t\t<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pointofrentalsoftware\/\" \/>\n\t\t<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n\t\t<meta name=\"twitter:site\" content=\"@PointofRental\" \/>\n\t\t<meta name=\"twitter:title\" content=\"Drive-Thru Rentals: How American Rental Sped Up Service\" \/>\n\t\t<meta name=\"twitter:description\" content=\"When American Rental wanted to speed up their service, they borrowed from the fast food industry to create drive-thru rental.\" \/>\n\t\t<meta name=\"twitter:creator\" content=\"@PointofRental\" \/>\n\t\t<meta name=\"twitter:image\" content=\"https:\/\/www.point-of-rental.com\/wp-content\/uploads\/2021\/05\/pointofrentalsoftware_meta.png\" \/>\n\t\t<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t\t<meta name=\"twitter:data1\" content=\"Brian Beaudry\" \/>\n\t\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n\t\t<script type=\"application\/ld+json\" class=\"aioseo-schema\">\n\t\t\t{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.point-of-rental.com\\\/es\\\/drive-thru-rental-how-to\\\/#article\",\"name\":\"Drive-Thru Rentals: How American Rental Sped Up Service\",\"headline\":\"Drive-Thru Rentals: How American Rental Sped Up Service\",\"author\":{\"@id\":\"https:\\\/\\\/www.point-of-rental.com\\\/es\\\/author\\\/brianbeaudry\\\/#author\"},\"publisher\":{\"@id\":\"https:\\\/\\\/www.point-of-rental.com\\\/es\\\/#organization\"},\"image\":{\"@type\":\"ImageObject\",\"url\":\"https:\\\/\\\/www.point-of-rental.com\\\/wp-content\\\/uploads\\\/2023\\\/12\\\/Screenshot-2023-12-14-at-3.18.53\\u202fPM.webp\",\"width\":1920,\"height\":1080,\"caption\":\"The front of American Rental's building in Morton, IL. 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