Crafting the perfect boat rental customer journey
How to build a relationship from start to finish
Renting a boat for a memorable experience on the water can be an exhilarating prospect. Whether planning a relaxing fishing trip, an adventurous island-hopping expedition, or a scenic trip through the canals, the important thing to remember is that your customer takes this journey with you.
Starting as early as the moment they become aware of your business, their unique experience isn’t over until they have left reviews of their fantastic trip, told all their friends and family, and booked another excursion. Show off your business acumen and customer-driven verve by streamlining this process, from start to end.
In this article, we will delve together into the nuances of the customer journey when renting a boat, highlighting the key stages from initial research to post-rental communication and customer loyalty. By recognizing the importance of each stage in the customer journey, boat rental companies have the opportunity to optimize their services and elevate the overall rental experience.
Research
Next, your future customer will do what any of us do when we learn of an exciting opportunity: make sure it isn’t too good to be true. By researching the boat rental company they have just heard of, your customer will undoubtedly compare your company to others in the area, scrutinizing prices, reviews, testimonials and any other information they can find, such as your commitment to environmental sustainability and paying the living wage. It is important to have this information easily accessible and as up to date as possible, and for your information, sharp images and catchy customer testimonials to demonstrate your competitive edge.
Awareness
Once the advertising is done – you’ve been to the local pub to get to know local businesses, residents and holiday goers; partnered with local tourism companies; and nailed your social media presence through targeted advertising and influencer endorsements – it won’t be long before you’re overcome with customers. And while you only become aware of your customer the moment they book with you, your relationship with them started as soon as they heard about your brilliant boating company. This is why word-of-mouth recommendations are vital, and why your marketing strategies must be at the top of their game.
(Read more: How to make perfect boat rental website)
Booking
After reading great customer testimonials, seeing fair prices, and how your company values Environmental, Social and Governance (ESG) sustainability, what else is there for curious adventure seekers to do but book? Whether it is directly through your company’s website, via an online external booking system, or the old-fashioned over-the-phone way, the most important thing is that your booking system is clear, along with your pricing and booking policies – and that whoever answers the phone does so with an enthusiastic hello and a working pen to hand.
However, we at Let’s Book want to help you take the stress out of booking by giving you the booking system your company deserves. Ensuring a clear and efficient booking and payment process is of utmost importance for customer satisfaction, and who better to do it than the boat rental software company that books over 50,000 boat trips yearly, in ten countries across three continents, while generating more than $20 million for our fantastic customers? Using Let’s Book, a quick, efficient and easy-to-use booking system, not only maximizes your profits by providing the most innovative and top-of-the-range services, but optimizes operational efficiency, saving valuable hours for your rental company.
Once your customer has booked, it is your company’s responsibility to follow up with a booking confirmation including essential details about their upcoming rental experience. Life can often be chaotic, and so sending reminder emails nearer the date is a great way to make sure you don’t have a no-show on the day. In fact, with Let’s Book, you can take full advantage of custom-made emails and fully automated follow-up communications.
So, join us and the cutting-edge boat rental companies staying one step ahead. Drive your company to the next level with an innovative booking system software that works for you.
Arrival and check-in
Check-in can be completed with a member of staff present, or done by your customer alone through their mobile phone if they’re renting an electric boat. There are perks to both options, but the primary thing is that your customers arrive and check-in, and that it is communicated to the managing staff one way or the other. An in-person check-in (and check-out) shouldn’t be overlooked. Checking customers in and out is your opportunity for personalized customer service.
During the check-in process, employees can offer a warm, personal welcome; offer recommendations and add-ons; and create a two-way discourse by both answering any questions, and gathering feedback (during the check-out).
These small, easily implementable actions have a big impact, allowing your company to build strong customer relationships and enhance overall quality of service. Customer service is almost always mentioned in great reviews, so this is the perfect opportunity to secure that 5* rating.
At check-in, a customer may be required to show identification, sign rental agreements, and receive safety instructions. Making your customer aware of local navigation rules, and how to operate their specific boat, is also vital. All this and more can be fully automated by Let’s Book’s cutting-edge software.
Boat rental experience
While everything in your customer’s journey up to this point has been important for building a strong customer-relationship, the boating experience itself is what matters most, which is why it is important to really deliver on this aspect. Your business promises an opportunity for your customers, their friends and family to navigate the waterways, to enjoy the freedom and experience of being on a boat, to fully immerse themselves in the local wildlife, and even to get their heart racing with watersports activities.
This experience should be as breezy as possible, with fully inclusive food packages available, local information leaflets on board, and small comforts like nice (and dry, clean!) cushions. To truly enhance this experience, perhaps include binoculars or other ways to engage your customers with the scenery and many wonders of the natural world, or packs of cards and boardgames. These inexpensive additions can transform your customers’ experience and reinforce your drive for excellent customer service and reviews.
(read more: A guide to profitable add-ons)
Customer support
Information stickers around the boat are a great and inexpensive way to provide support to your customers or answer any queries, but it is important that they can contact management or personnel during the rental period. If you hire out electric boats, software connecting you to the fleet makes sure communication is constant, but in all cases you should also have dedicated hotlines so your customers can contact you in case of an emergency.
With a number they can either text or call, customers can reach out for assistance, report any issues, or seek guidance on routes, safety concerns or operational questions like extending their trip.
Post-rental communication
In today's competitive business environment, boat rental companies are continually seeking ways to foster long-term relationships. One increasingly popular marketing tool is the use of after-sales emails. With Let's Book you can create custom-made after-sales emails, crafting personalized and engaging messages to connect with your customers long after they’re back at home.
Post-experience communication is an effective way to gather valuable feedback; capitalizing on surveys and feedback forms can help your business locate the weak spots and refine these areas, and even help nourish customer confidence by creating a two-way conversation. Really nailing post-rental communication can lead to securing positive reviews, retained customer interest, and return business.
However, this success is contingent on tactfully using post-rental communications,
and not taking advantage of your mailing list by sending an excessive amount of un-related emails. Overdoing it with the emails can lead to your customers viewing them as unwanted spam, causing damage to your reputation and alienating your valued customers. It is crucial to strike a balance between maintaining contact and avoiding overkill. The best of us have learned this the hard way, so we hope you can learn from our experiences!
Repeat business and loyalty
If the customer had a positive experience, it will only be a matter of time before a thirst for adventure gets the better of them again. With exceptional customer service, attractive offerings, and continued communication, your business aims to foster customer loyalty, encouraging repeat business and word-of-mouth recommendations. Offering memberships, complete with special offers and exclusive access to events and activities, is a surefire way to secure return customers. In fact, even having a membership system demonstrates to your customers that, while their rental with your company was a fabulous experience, it doesn’t need to be a once-in-a-lifetime one.
There are many ways of implementing a membership system, and we are sure that you will find one that suits you and your customers. Pay-per-use memberships can be particularly effective, encouraging customers to sign up for a membership and pay reduced rates for each boat rental experience. Perfect for occasional renters who value flexibility, it’s a system that is sure to retain their interest. At the other end of the scale are loyalty programs designed for more avid boaters.
The right membership system can enhance customer satisfaction, increase revenue, and drive long-term success. Let's Book has settings where you can configure all these types of membership, so why not get in touch to see how we can help you drive your business to the next level?
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