April 13, 2025 • 29 mins
In this episode of the RV Rental Secrets Podcast, your host Stacy Maxon shares her biggest takeaways from the RVDA Conference and MBA Rental School she attended this past November. Whether you’re just starting your RV rental business or you’re a seasoned owner looking to grow and improve, this episode is packed with practical strategies, industry insights, and systems you can implement right away.
Stacy kicks things off with pricing strategies, explaining how dynamic pricing and tiered "menu pricing" packages can help you maximize income while adding perceived value for renters. She then dives into fleet building tips, emphasizing that having 20+ units—especially under consignment—is often the benchmark for earning a full-time income. She shares actionable ideas for building dealership relationships and how to manage underperforming units to keep your fleet strong.
Key performance indicators (KPIs) are also a focus, with a breakdown of what to track—like utilization, lead conversion rates, and the importance of creating a pro forma to forecast and measure your success. From there, Stacy talks about the power of niching down and defining your ideal customer, whether it’s families, festival-goers, or long-distance adventurers. She offers advice on how to craft marketing and services around that one specific avatar to stand out in a competitive market.
Complaints are part of the business, and Stacy outlines smart ways to handle them by implementing policies like cost sheets and future-use credits, rather than emotional or case-by-case decisions. She also explores ways to increase cash flow, from accepting full payments upfront to encouraging rebookings using a customer’s security deposit.
She touches on current RV rental trends like solar panels, king beds, upgraded mattresses, and entertainment systems that renters are looking for. Stacy also cautions against certain features like Murphy beds or cassette toilets that can lead to more customer complaints and repairs.
Mitigating risk is a major topic in this episode as well. Stacy shares advice on verifying customer IDs and insurance, using GPS tracking legally, and maintaining strict and consistent policies to avoid discrimination or liability claims. She also covers ADA compliance regarding service animals, tips for documenting maintenance, and legal best practices when working with both motorhomes and towables.
This episode is full of real-world experience and operational tips that can help you build a profitable, professional RV rental business. Whether you’re managing a few units or aiming to scale, Stacy’s insights will help you avoid costly mistakes and set your business up for long-term success.
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Episode Transcript
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(00:00):
Welcome to the RV Rental Secrets Podcast.
.999I'm your host, Stacey Maxson, and I'm thrilled to guide you through the journey of launching, growing, and managing a profitable RV rental business. 3 00:00:10,30.997732426 --> 00:00:13,930.997732426 I wanted to share some of my top takeaways from that conference. 4 00:00:14,260.997732426 --> 00:00:28,870.997732426 When I attended, I attended the MBA rental school and there were a lot of dealers there that were renting RVs, so it kind of gave a new perspective on what they were doing, and I wanted to share what I learned. 5 00:00:30,190.997732426 --> 00:00:31,840.997732426 So first was pricing. 6 00:00:31,910.997732426 --> 00:00:42,930.997732426 Things are changing in the RV rental industry, as you've seen with hotels and with campgrounds even now using dynamic or pressure point pricing. 7 00:00:43,350.997732426 --> 00:00:47,430.997732426 So with this you know, you wouldn't have the same nightly rate each time. 8 00:00:47,760.997732426 --> 00:00:56,850.997732426 If there's an event or festivals, you would wanna upcharge at least 25% of your normal nightly rate, and then you can even do a. 9 00:00:57,390.997732426 --> 00:00:58,470.997732426 Menu pricing. 10 00:00:58,540.997732426 --> 00:01:08,110.997732426 So think of if you have like three categories, your standard, your preferred, and then luxury, and they can choose which one they would want. 11 00:01:08,450.997732426 --> 00:01:19,700.997732426 So say the standard just includes your basic protection package or insurance and preferred you add on windshield coverage and luxury, a late checkout or an early pickup. 12 00:01:20,555.997732426 --> 00:01:26,885.997732426 And those really aren't costing you anything extra, but it gives added value to the customer. 13 00:01:26,885.997732426 --> 00:01:32,435.997732426 So you can think of different ways that you would price so that they see more value. 14 00:01:32,675.997732426 --> 00:01:34,295.997732426 You're really not changing anything. 15 00:01:34,325.997732426 --> 00:01:38,435.997732426 They might be getting those services regardless, but just showing that information upfront. 16 00:01:40,745.99773243 --> 00:01:43,565.99773243 Next I wanna talk about building and managing your fleet. 17 00:01:43,745.99773243 --> 00:01:50,895.99773243 So I've probably said this before, but it really takes 20 to make money especially when you're doing consignments. 18 00:01:51,345.99773243 --> 00:01:55,545.99773243 So you wanna at least have 20 units to basically earn a full-time income. 19 00:01:56,175.99773243 --> 00:02:00,375.99773243 Some ways to get more units for your fleet. 20 00:02:00,425.99773243 --> 00:02:07,385.99773243 One of the things they mentioned was bringing treats or promo items to dealers, and that was kind of from a dealer's perspective. 21 00:02:07,915.99773243 --> 00:02:15,85.99773243 So, you know, find those dealerships that don't currently do rentals and just go and introduce yourself. 22 00:02:15,135.99773243 --> 00:02:17,175.99773243 You know, like they suggested bring a treat. 23 00:02:17,445.99773243 --> 00:02:21,695.99773243 There's some items that you can hand out just to start building that relationship. 24 00:02:23,75.99773243 --> 00:02:30,225.99773243 Also with the fleet that you have if the unit isn't renting well or has issues, just give it back to the owner. 25 00:02:30,735.99773243 --> 00:02:41,815.99773243 They, they did sign an agreement that they were gonna rent it out, but there's no obligation on your part, if you're always having problems with that because the slide isn't working correctly. 26 00:02:42,35.99773243 --> 00:02:43,625.99773243 And then you're having to give a refund. 27 00:02:44,150.99773243 --> 00:02:47,150.99773243 Or it's just sitting there and taking up space. 28 00:02:47,420.99773243 --> 00:02:54,620.99773243 Just, you know, reach out to the owner, say, I'm sorry, but this unit is just not renting well in our area. 29 00:02:54,920.99773243 --> 00:02:57,950.99773243 And make arrangements for the owner to take that unit back. 30 00:02:57,950.99773243 --> 00:03:04,850.99773243 And that gives you space to take another unit that's gonna rent better for motor homes. 31 00:03:04,880.99773243 --> 00:03:09,930.99773243 You wanna make sure that you're keeping them under 50,000 miles in two to three years old. 32 00:03:10,590.99773243 --> 00:03:15,480.99773243 Their point was they really wanted to help with the resale value. 33 00:03:15,900.99773243 --> 00:03:29,0.99773243 But you know, even when you're not the salesperson that's going to have that unit and resell it, you wanna make sure that you're doing well by your owners and keeping it so that they can still get a good price when they go to resell it. 34 00:03:29,460.99773243 --> 00:03:37,180.99773243 So you don't want to, run the, the unit hard where it's just racking on the miles going cross country back and forth. 35 00:03:37,630.99773243 --> 00:03:51,480.99773243 So if it's getting to the point where it's I think 50,000 could be a little bit low, but I mean, 60,000 start having those conversations with the RV owner to get it back to them so that they can sell it at that point. 36 00:03:52,455.99773243 --> 00:04:04,845.99773243 Also when you're taking in a unit you can look to see if there's any warranty work that needs to be done, or if you bring it to an RV repair shop, make sure that that warranty work gets done ahead of time. 37 00:04:04,935.99773243 --> 00:04:13,425.99773243 That way the vehicle's gonna be in good condition when it starts going out on those rentals, and you're not gonna have to pull it to get any of that work done. 38 00:04:16,395.99773243 --> 00:04:17,865.99773243 Next is KPIs. 39 00:04:17,925.99773243 --> 00:04:20,925.99773243 So you really wanna know the numbers of your business. 40 00:04:21,55.99773243 --> 00:04:28,165.99773243 One is gonna be utilization, so how much each unit is getting used, and that should be above 40%. 41 00:04:28,805.99773243 --> 00:04:34,295.99773243 For seasonal locations, you're just going to want to look of course, during the rental period. 42 00:04:34,405.99773243 --> 00:04:39,865.99773243 Obviously the off season is gonna be, you know, basically zero utilization. 43 00:04:40,355.99773243 --> 00:04:43,745.99773243 You wanna also make sure you're keeping track of how many leads you're getting. 44 00:04:44,810.99773243 --> 00:04:50,390.99773243 From those leads, how many reservations are you actually booking? And that's what your conversions are. 45 00:04:50,900.99773243 --> 00:05:04,275.99773243 So if you're getting calls or inquiries whether it be direct or through a platform, how many of those are actually converting into a reservation? And if they're not converting into a reservation you know, try to figure out why. 46 00:05:05,10.99773243 --> 00:05:13,410.99773243 You can even reach out to them to see, do you mind me asking why you didn't end up booking? It could be because they found a different unit elsewhere. 47 00:05:13,750.99773243 --> 00:05:24,10.99773243 They decided not to take the trip, but that data is all going to be information that you can help improve so that you can start getting more bookings and reservations. 48 00:05:25,670.99773243 --> 00:05:29,300.99773243 Next is niching down, so you don't have to be. 49 00:05:30,185.99773243 --> 00:05:32,645.99773243 The RV rental business for everyone. 50 00:05:33,105.99773243 --> 00:05:52,610.99773243 For instance, you know, when I had my location in upstate New York, we really focused on families because, you know, we were as owners, we were parents, we had three kids, and we could really resonate with other families that wanted to take trips and give their kids experiences. 51 00:05:53,135.99773243 --> 00:05:57,575.99773243 And with that too, we found that those families were also a longer rental. 52 00:05:57,605.99773243 --> 00:06:04,445.99773243 So they would wanna take that week trip to go explore and see new things and that was their vacation for the summer. 53 00:06:04,955.99773243 --> 00:06:09,35.99773243 So think of what you want your avatar to be and really niche down. 54 00:06:09,405.99773243 --> 00:06:13,905.99773243 So like I said, that could be families, that could be one-way rentals. 55 00:06:13,905.99773243 --> 00:06:17,625.99773243 So you wanna be the expert in doing one-way rentals in your area. 56 00:06:18,330.99773243 --> 00:06:20,940.99773243 You could have it be vacation planning. 57 00:06:21,310.99773243 --> 00:06:34,300.99773243 So maybe you have all drivable units and you wanna help those people do cross country trips and you're going to give them resources and help them plan out their trip to different national parks throughout the country. 58 00:06:34,820.99773243 --> 00:06:38,120.99773243 Maybe you really want to do events or corporate. 59 00:06:38,645.99773243 --> 00:06:51,45.99773243 So you're going to provide trailers for, you know, music festivals or if you wanna do corporate, it could be corporate retreats or having office space available for employees that are moving. 60 00:06:51,445.99773243 --> 00:07:03,505.99773243 So just really think about what you're passionate about, what you've found is popular in your area, and you can really niche down where those are the only reservations that you're taking and you become an expert in it. 61 00:07:03,865.99773243 --> 00:07:19,495.99773243 And then you can, say no to the, the other reservations that are coming in, or you can still take those, but you know it's not who your avatar is and who your marketing is going to be like once you niche down and have that one person that you want to help. 62 00:07:19,495.99773243 --> 00:07:19,555.99773243 I. 63 00:07:19,930.99773243 --> 00:07:22,870.99773243 You would create all of your marketing around that. 64 00:07:22,870.99773243 --> 00:07:29,920.99773243 So it's like you're talking to that one person and then if it attracts other people, fine, you can still take those reservations. 65 00:07:30,230.99773243 --> 00:07:33,470.99773243 But that's not who you're going to have. 66 00:07:33,470.99773243 --> 00:07:46,510.99773243 All of your marketing and all of your processes and procedures and maybe you know, gifts and things that you're gonna provide to the renter is all gonna be based on that one niche and one avatar that you have. 67 00:07:49,145.99773243 --> 00:07:50,465.99773243 Next is complaints. 68 00:07:50,615.99773243 --> 00:07:54,695.99773243 So, you know, of course we all get 'em no matter what we do. 69 00:07:54,775.99773243 --> 00:08:04,735.99773243 You're always going to have people that aren't happy and unfortunately, you know, it's just part of the hospitality business that we're in, that we have to deal with those complaints. 70 00:08:05,365.99773243 --> 00:08:10,115.99773243 Some of the things that you can do to kinda alleviate that stress is. 71 00:08:10,310.99773243 --> 00:08:16,880.99773243 Have a cost sheet for a certain percentage or dollar amount if things break on the trip. 72 00:08:17,420.99773243 --> 00:08:31,980.99773243 So instead of, you know, taking it by a case by case basis and someone's like, oh, my refrigerator broke, like, I wanna refund you could be like, okay, let me look at my cost sheet and see what we would allow for that. 73 00:08:32,280.99773243 --> 00:08:37,110.99773243 So it kind of takes some of that, you know, personal. 74 00:08:37,860.99773243 --> 00:08:39,840.99773243 Feelings and emotions out of it. 75 00:08:39,840.99773243 --> 00:08:47,280.99773243 And it's like, okay, we have a process in place for this and based on what the problem was, this is how much we can give you. 76 00:08:47,280.99773243 --> 00:08:48,540.99773243 And that's our policy. 77 00:08:49,0.99773243 --> 00:08:58,390.99773243 So I think that helps, you know, kind of have something set in stone so you're not feeling guilty about the situation and. 78 00:08:58,720.99773243 --> 00:09:11,20.99773243 Really, it takes like a lot of brain power and decision making when a problem arises and you can get your emotions involved where you feel guilty and you want to help that customer. 79 00:09:11,290.99773243 --> 00:09:24,790.99773243 But if you have something set up ahead of time, it'll just let you stick to the facts and be like, okay, I've already figured this out, that if this went wrong, this is how much I can give you for a refund. 80 00:09:25,420.99773243 --> 00:09:26,440.99773243 And I think that would help. 81 00:09:27,325.99773243 --> 00:09:33,895.99773243 Cut down on a lot of aggravation on your end and on the renter's end also. 82 00:09:34,115.99773243 --> 00:09:39,365.99773243 Instead of, you know, giving them a cash refund, have it be a credit for future use. 83 00:09:39,695.99773243 --> 00:09:47,720.99773243 So, you know, in our, SRA we have a things happen clause so that. 84 00:09:48,755.99773243 --> 00:09:51,575.99773243 We all know with RVs things happen. 85 00:09:51,625.99773243 --> 00:09:54,685.99773243 There are houses driving down the road. 86 00:09:54,685.99773243 --> 00:09:57,925.99773243 Things are constantly moving and things will break. 87 00:09:58,315.99773243 --> 00:10:02,315.99773243 So instead of you know, giving the money back, I. 88 00:10:03,410.99773243 --> 00:10:12,350.99773243 Kind of explain to them, you know, unfortunately things happen with RVs, but we would really love for you to have another experience with us. 89 00:10:12,660.99773243 --> 00:10:29,920.99773243 You know, I do understand that the air conditioning wasn't working during this time period, but you know, we did provide a portable air conditioning for you during that time, and we want to give you a credit for $200 to use towards your next trip. 90 00:10:30,535.99773243 --> 00:10:42,685.99773243 So that way you're listening to them, you are, you know, hearing their concerns, letting them know that you understand that there was an inconvenience and still giving them something. 91 00:10:42,965.99773243 --> 00:10:49,65.99773243 But one, it's showing that you are sticking to your policies. 92 00:10:49,425.99773243 --> 00:10:54,345.99773243 And two, it's giving you the opportunity to win them back. 93 00:10:54,745.99773243 --> 00:10:55,585.99773243 So when they. 94 00:10:55,990.99773243 --> 00:11:03,280.99773243 Make that return trip, it gives you another chance to go ahead and make sure, you know, everything goes flawlessly. 95 00:11:06,610.99773243 --> 00:11:10,180.99773243 Another thing is increasing cash flow in your business. 96 00:11:10,230.99773243 --> 00:11:19,200.99773243 So with rentals, especially if you have a seasonal location, you know, there can be an ebb and flow of cash coming in. 97 00:11:19,845.99773243 --> 00:11:30,435.99773243 So one of the things you can do is if you have them book in full in advance, currently we usually ask for like a $500 deposit when it's a year in advance. 98 00:11:30,895.99773243 --> 00:11:36,355.99773243 But you could have them book in full and give no deposit and they're paying all of that money upfront. 99 00:11:36,985.99773243 --> 00:11:39,295.99773243 Also, if they do cancel. 100 00:11:40,120.99773243 --> 00:11:43,380.99773243 You could do a credit within one year if they cancel. 101 00:11:43,410.99773243 --> 00:11:50,580.99773243 So having a strict cancellation policy, and you're not refunding them that money, but giving them a credit on file. 102 00:11:51,450.99773243 --> 00:11:57,990.99773243 You can also have the customer rebook when they come back from the rental and use their security deposit to rebook. 103 00:11:58,440.99773243 --> 00:12:00,240.99773243 So when they're returning the unit. 104 00:12:00,980.99773243 --> 00:12:03,405.99773243 You, you know, make sure you're doing your walkthrough. 105 00:12:03,435.99773243 --> 00:12:08,235.99773243 You can make sure that they have a good time on their trip and ask for them to leave a review. 106 00:12:08,595.99773243 --> 00:12:12,855.99773243 And if they did have a good time, then you know, ask. 107 00:12:12,855.99773243 --> 00:12:22,45.99773243 Oh, well do you, do you go back to that place every year? Are you looking to take another RV trip next year? I would love to just get that in the books. 108 00:12:22,565.99773243 --> 00:12:31,380.99773243 For you now before that reservation or, maybe they love that unit and you can get that in the books now before that gets reserved by someone else. 109 00:12:31,690.99773243 --> 00:12:35,410.99773243 Or maybe they were looking for a different type of unit and they're at the lot. 110 00:12:35,410.99773243 --> 00:12:41,530.99773243 So you can show 'em a couple different units and say, oh, if you really love this one, we can go ahead and reserve that now for you. 111 00:12:41,860.99773243 --> 00:12:43,120.99773243 That way you don't miss out. 112 00:12:43,430.99773243 --> 00:12:47,450.99773243 And then use their security deposit to rebook for that next year. 113 00:12:47,700.99773243 --> 00:12:53,10.99773243 I know I mentioned it a little bit before with the KPIs, but you really wanna know your numbers. 114 00:12:53,440.99773243 --> 00:12:55,660.99773243 So you can create a pro forma. 115 00:12:55,660.99773243 --> 00:13:05,570.99773243 And what that is, is you are making basically like an estimate of what you think your numbers will be for the upcoming season. 116 00:13:06,150.99773243 --> 00:13:15,710.99773243 And this will help you track your income, your expenses, you know, making sure that you're getting the reservations that you need to, to hit those pro forma numbers. 117 00:13:16,10.99773243 --> 00:13:21,130.99773243 And it's basically just a goal that you're going to measure yourself against. 118 00:13:21,730.99773243 --> 00:13:24,430.99773243 So you wanna make sure you're looking at expenses daily. 119 00:13:24,500.99773243 --> 00:13:28,550.99773243 You know what, what can you cut? You wanna make sure you're keeping your overhead low. 120 00:13:28,895.99773243 --> 00:13:45,465.99773243 So keeping those expenses as low as possible and then also seeing kind of where there's some bottlenecks where I know sometimes we can needlessly spend when we don't have a process in case and we need to get something fixed quickly. 121 00:13:45,825.99773243 --> 00:13:56,965.99773243 So trying to identify those issues and you know, putting a process in place for those so that you're not needlessly spending that money last minute. 122 00:13:57,730.99773243 --> 00:14:03,760.99773243 For example, maybe you have a reservation going out and the propane tanks are empty. 123 00:14:03,830.99773243 --> 00:14:05,330.99773243 And it wasn't checked ahead of time. 124 00:14:05,360.99773243 --> 00:14:14,30.99773243 So you might have to go to a propane place that's close to the campground and get it filled and their cost is a lot more expensive. 125 00:14:14,300.99773243 --> 00:14:22,320.99773243 And if you go to the place that you normally would go to so if you had a process in place where you were making sure that you were checking those propane tanks. 126 00:14:22,845.99773243 --> 00:14:30,175.99773243 At your facility and getting them filled at certain time periods, then that would alleviate that extra cost. 127 00:14:31,235.99773243 --> 00:14:35,135.99773243 And another thing, it doesn't matter how much you make, but how much you keep. 128 00:14:35,555.99773243 --> 00:14:41,255.99773243 So you could be having you know, $150,000 in revenue, but if. 129 00:14:41,915.99773243 --> 00:14:46,25.99773243 125,000 of that is expenses for you. 130 00:14:46,445.99773243 --> 00:14:51,755.99773243 You may be profitable, but that's not gonna be a business that is going to be sustainable. 131 00:14:52,55.99773243 --> 00:15:00,815.99773243 So you really wanna make sure that not only are you tracking your revenue, but you're tracking your expenses and figuring out ways to keep those expenses low. 132 00:15:01,65.99773243 --> 00:15:04,95.99773243 Another thing that they went over was RV trends. 133 00:15:04,225.99773243 --> 00:15:08,155.99773243 So just some things to keep in mind when you're getting new units in. 134 00:15:08,605.99773243 --> 00:15:11,755.99773243 Solar is beginning to be very popular. 135 00:15:12,345.99773243 --> 00:15:18,135.99773243 People are loving king beds, and along with that upgraded mattresses. 136 00:15:18,225.99773243 --> 00:15:25,695.99773243 So especially on your high end units, think about getting some mattress upgrades because that's really what people are looking for. 137 00:15:26,625.99773243 --> 00:15:28,215.99773243 Maximum sleeping areas. 138 00:15:28,215.99773243 --> 00:15:37,405.99773243 So I'm sure you've seen this where, bunk houses are usually the most popular because they can sleep like 10 to 12 people sometimes. 139 00:15:37,735.99773243 --> 00:15:42,25.99773243 So, you want those units that the dinette is going to fold up to a bed. 140 00:15:42,25.99773243 --> 00:15:43,530.99773243 The couch folds out to a bed. 141 00:15:43,895.99773243 --> 00:15:49,175.99773243 People are looking to have, you know their kids, their parents, everyone in one rv. 142 00:15:51,150.99773243 --> 00:15:52,80.99773243 Slides. 143 00:15:52,320.99773243 --> 00:15:57,0.99773243 As you know, this is really going to increase the living space in the rv. 144 00:15:57,270.99773243 --> 00:16:02,520.99773243 So those are very popular fuel economy fireplaces. 145 00:16:02,620.99773243 --> 00:16:06,520.99773243 Those are nice because they're not eating up all the propane. 146 00:16:06,610.99773243 --> 00:16:14,490.99773243 So if you know it's a fall or spring night, sometimes using the electric fireplace on the campgrounds electric. 147 00:16:15,585.99773243 --> 00:16:20,415.99773243 That'll help cut down costs for you guys as well, because you're not always having to fill the propane for heat. 148 00:16:20,775.99773243 --> 00:16:23,115.99773243 And they're a nice touch for the renters. 149 00:16:23,385.99773243 --> 00:16:29,55.99773243 As well with the maximum sleeping areas, people are also looking for as many seat belts as possible. 150 00:16:29,455.99773243 --> 00:16:35,875.99773243 Sometimes people are just renting the RVs just to get to like their Airbnb or their vacation destination. 151 00:16:36,805.99773243 --> 00:16:41,395.9977324 They just want it for a comfortable place for their family to get from one place to another. 152 00:16:41,695.9977324 --> 00:16:56,955.9977324 So they really want those units that are gonna like, have seat belts for eight people, and then media and entertainment you know, so they're looking for the TVs, they're looking for the Roku and streaming devices the Smart TVs. 153 00:16:57,135.9977324 --> 00:16:58,725.9977324 So, you know, when you're. 154 00:16:59,715.9977324 --> 00:17:02,445.9977324 Looking at units to take them into your fleet. 155 00:17:02,515.9977324 --> 00:17:17,555.9977324 That can just be something that you're checking to make sure that they have, that Some of the potential problems that you can look out for are fold out beds like the Murphy beds, and then the the happy jacks where they're electric and they move up and down. 156 00:17:17,975.9977324 --> 00:17:20,855.9977324 There can be a lot of problems with those working correctly. 157 00:17:20,855.9977324 --> 00:17:22,985.9977324 So sometimes it's best just to avoid 'em. 158 00:17:23,525.9977324 --> 00:17:31,145.9977324 Complicated waste systems, so like the cassette toilets and things like that people don't really wanna have to deal with least. 159 00:17:31,515.9977324 --> 00:17:36,525.9977324 So just making it simple with a normal RV toilet with the black water tank. 160 00:17:37,15.9977324 --> 00:17:40,885.9977324 Is usually best and then residential refrigerators. 161 00:17:41,275.9977324 --> 00:17:46,555.9977324 You know, people don't understand that they're not gonna work when they're going down the road. 162 00:17:47,15.9977324 --> 00:17:54,175.9977324 So there can be a lot of problems with the customer asking why their unit the refrigerator isn't cold when they get there. 163 00:17:54,715.9977324 --> 00:17:58,675.9977324 So sometimes it's best just not to have those units in your fleet. 164 00:17:58,925.9977324 --> 00:18:01,895.9977324 Another thing that's really important is mitigating risk. 165 00:18:02,75.9977324 --> 00:18:15,15.9977324 So some things to think about that's gonna protect you and your business is one, you wanna verify that the insurance card, the driver's license in the credit card, all match the renter's information. 166 00:18:15,475.9977324 --> 00:18:19,645.9977324 And really this doesn't always pose. 167 00:18:20,125.9977324 --> 00:18:34,945.9977324 A problem, but if there was an accident or something that happened, you know, the, the lawyers are gonna look for these inconsistencies if there happens to be a case where something goes to litigation. 168 00:18:35,155.9977324 --> 00:18:41,355.9977324 So you wanna make sure you have all of your ducks in a row that you can provide this documentation if needed. 169 00:18:41,605.9977324 --> 00:18:50,845.9977324 Another thing is make sure you're printing out stickers for the units with the RV height plus six inches and putting that on the dashboard for your drivable units. 170 00:18:51,625.9977324 --> 00:19:03,825.9977324 I actually had an instance, it was a towable unit, but someone went under a low overpass and ripped the entire air conditioning roof and everything off of the rv. 171 00:19:04,420.9977324 --> 00:19:16,130.9977324 If they had that information upfront as to how tall it was, it kind of triggers them to pay attention more to the signs to know what bridges and overpasses they can fit under. 172 00:19:17,720.9977324 --> 00:19:25,590.9977324 If there are going to be additional drivers, make sure that there're on the contract and they have been verified and that they're on the insurance. 173 00:19:25,590.9977324 --> 00:19:29,940.9977324 So if it's a husband and wife, you wanna always make sure that they're both on there. 174 00:19:31,740.9977324 --> 00:19:33,750.9977324 You also wanna get personal information. 175 00:19:33,800.9977324 --> 00:19:36,710.9977324 So get a copy of their personal insurance policy. 176 00:19:37,140.9977324 --> 00:19:44,220.9977324 If they are renting through like outdoorsy or r vShare, they do gather that information. 177 00:19:44,220.9977324 --> 00:19:51,900.9977324 But if it's a direct booking, make sure that you're getting a copy of that because there could be a gap in coverage. 178 00:19:51,950.9977324 --> 00:19:54,590.9977324 For instance, if they don't return the rv. 179 00:19:55,385.9977324 --> 00:19:59,775.9977324 Or if there's limits as far as loss of use. 180 00:20:00,145.9977324 --> 00:20:14,645.9977324 So if they damage the unit, and I know even like MBA, the commercial coverage doesn't cover loss of use, so that could be something that their personal policy may be able to get that money back for you. 181 00:20:16,760.9977324 --> 00:20:23,510.9977324 You also wanna be really consistent with your procedures, because if you're not, it can open you up to discrimination claims. 182 00:20:23,810.9977324 --> 00:20:36,770.9977324 So, for instance say, you know, you have a policy for your walkthroughs, and every time someone comes, you're going through the checklist, walking them through, showing them how everything works. 183 00:20:37,260.9977324 --> 00:20:47,315.9977324 So if that's your policy, and then one day a man comes through and then you don't do it because you assume that, you know, he. 184 00:20:48,215.9977324 --> 00:20:51,705.9977324 Because him being a man he would know how to work an rv. 185 00:20:52,35.9977324 --> 00:21:05,845.9977324 And then when the woman comes through as your next rental and she sees that you didn't do that walkthrough, but then you're doing it with her, she could say, you know, you're discriminating against me because you're making me do this walkthrough. 186 00:21:05,875.9977324 --> 00:21:07,285.9977324 And you didn't make him do it. 187 00:21:08,20.9977324 --> 00:21:17,410.9977324 So make sure you're following your own policies and you're going through the same procedure with everyone so that you're not leaving yourself up to a discrimination case. 188 00:21:18,370.9977324 --> 00:21:28,780.9977324 Again, like with test drives, make sure if it's a drivable unit, that they feel comfortable with the unit and you're always doing the test drives and be consistent with that. 189 00:21:29,80.9977324 --> 00:21:45,430.9977324 So if you're making one person do the test drive, you wanna make everyone do the test drives, and if not, again, you can have a procedure in place where they're signing off on that they chose not to do the test drive because they have prior driving experience with an rv. 190 00:21:45,790.9977324 --> 00:21:48,190.9977324 So you just wanna make sure you're documenting everything. 191 00:21:49,330.9977324 --> 00:21:54,130.9977324 As far as towables, they need to be the last person to hook it up and touch it. 192 00:21:54,470.9977324 --> 00:21:58,730.9977324 So if they're not familiar with hooking up a vehicle. 193 00:21:59,225.9977324 --> 00:22:07,535.9977324 What I suggest is you can show them how to hook it up and unhook it once, and then next they have to do it themselves. 194 00:22:07,935.9977324 --> 00:22:24,655.9977324 And you can talk them through it, but you never want to be the final person that hooks it up to the unit because if they drive out of the driveway and that trailer falls off the ball and their vehicle gets damaged or the trailer gets damaged you don't want that coming back on you. 195 00:22:25,585.9977324 --> 00:22:29,635.9977324 You don't want to have them say, well, you're the person that hooked it up. 196 00:22:30,195.9977324 --> 00:22:34,245.9977324 So make sure that they are the ones to actually hook up the unit. 197 00:22:34,935.9977324 --> 00:22:43,935.9977324 Plus you want to make sure they know how to do it so that when they're at the campgrounds they are familiar with the process so make sure that they are completely doing it on their own. 198 00:22:44,820.9977324 --> 00:22:52,690.9977324 And also don't let them go if you know the tow vehicle isn't capable because you can be held liable for that. 199 00:22:53,50.9977324 --> 00:23:03,290.9977324 So make sure that, they have a big enough unit to tow that they have a trailer brake and the trailer controls in their truck. 200 00:23:03,690.9977324 --> 00:23:11,670.9977324 A brake controller, you wanna make sure that they have the proper towing equipment or you should not let them drive off that lot. 201 00:23:14,710.9977324 --> 00:23:17,590.9977324 You also wanna keep up to date on maintenance records. 202 00:23:17,690.9977324 --> 00:23:25,835.9977324 You need to know the date, who did it and what work was done especially for tires, brakes, and fixing past renter issues. 203 00:23:26,880.9977324 --> 00:23:41,410.9977324 So if a renter notified you that there was an issue with something and you didn't fix that you can be held liable for that if someone were to get hurt or if there was like a breakdown in a problem because of that issue. 204 00:23:41,770.9977324 --> 00:23:48,830.9977324 So you just really wanna make sure any recalls any, you know, scheduled maintenance that you have records of that. 205 00:23:49,760.9977324 --> 00:23:55,70.9977324 Also tracking the miles on the renter's tow vehicle to track trailer mileage. 206 00:23:55,370.9977324 --> 00:24:10,980.9977324 So we all do this with you know, drivable of course, but, and, and this won't be used against them at all, but just for your maintenance records, like make sure you ask them to turn on the vehicle and see what their truck mileage is. 207 00:24:11,775.9977324 --> 00:24:19,245.9977324 Then that way when they come back with the unit, you can check it again and see approximately how many miles they towed the unit. 208 00:24:19,675.9977324 --> 00:24:26,215.9977324 You know, with the trailer tires, there's usually a recommended time that they would need to get replaced. 209 00:24:26,245.9977324 --> 00:24:32,575.9977324 So you wanna know whether they went, you know, 100 miles or a thousand miles towing that trailer. 210 00:24:33,655.9977324 --> 00:24:38,305.9977324 And then make sure the signatures and the photos on the ID match. 211 00:24:38,405.9977324 --> 00:25:06,115.9977324 So you wanna always make sure that the person picking it up is the one that is on the contract, and you wanna make sure that the signature on their ID matches the signature on the contract, again, I mean, it seems so simple to not check these things but that one time that things aren't right, that could be the time that something happens and then you need to provide this documentation and you might not have it. 212 00:25:06,415.9977324 --> 00:25:19,445.9977324 So you just really wanna make sure you're protecting yourself so that if something terrible happens and there's a claim and it goes to court, you wanna make sure that you as the rental company will be protected. 213 00:25:21,585.9977324 --> 00:25:24,435.9977324 Another thing they talked about was a DA compliance. 214 00:25:24,485.9977324 --> 00:25:33,45.9977324 So one of the things with service pets and there was a difference between service pets and then I think emotional support, pets, they call them. 215 00:25:33,465.9977324 --> 00:25:35,415.9977324 So it's only for service pets. 216 00:25:35,415.9977324 --> 00:25:37,245.9977324 You can not charge a pet fee. 217 00:25:37,545.9977324 --> 00:25:45,315.9977324 So if they state that it is a service pet you can't charge that fee, but you can charge a cleaning fee after it comes back. 218 00:25:46,230.9977324 --> 00:25:52,770.9977324 So, you know, if there's hair or dirt because of a pet, you can charge that cleaning fee. 219 00:25:53,440.9977324 --> 00:26:10,370.9977324 There's only certain questions that are allowed, so you can ask this if it's a service animal and what does it do, but you can't really ask any questions outside of that because they're protected through a d, a compliance, so they don't have to answer those questions. 220 00:26:13,560.9977324 --> 00:26:18,930.9977324 Another thing that comes up a lot and was touched on was GPS regulations. 221 00:26:19,240.9977324 --> 00:26:22,480.9977324 So California, New York, Montana, and Connecticut. 222 00:26:23,185.9977324 --> 00:26:26,35.9977324 All regulate the use on rental units. 223 00:26:26,375.9977324 --> 00:26:33,305.9977324 So New York, they can't use GPS to impose fines, fees, or penalties for unauthorized use. 224 00:26:33,665.9977324 --> 00:26:44,135.9977324 So what that means is if you're using a GPS to track the unit if they come back and you see that they went to Burning Man or a festival that you. 225 00:26:44,525.9977324 --> 00:26:51,305.9977324 Don't allow, you can't charge additional fees based on what the GPS tells you. 226 00:26:51,975.9977324 --> 00:26:57,455.9977324 And of course, always contact a lawyer to go through this and get some more information. 227 00:26:57,995.9977324 --> 00:27:00,985.9977324 But I just thought it was interesting what they told. 228 00:27:01,75.9977324 --> 00:27:07,735.9977324 And then also, if you're continuously monitoring, you must have procedures in place to do something about it. 229 00:27:08,45.9977324 --> 00:27:10,115.9977324 So there's some are some GPS. 230 00:27:10,760.9977324 --> 00:27:25,200.9977324 Tracking services that also track you know, not only the speed, but it might give you information about if like a check engine light comes on it might have a tire monitoring system, which tells you if the air is low. 231 00:27:25,530.9977324 --> 00:27:32,170.9977324 So if you have access to that information and you don't have a procedure in place, you could be held liable. 232 00:27:32,410.9977324 --> 00:27:42,540.9977324 So, for instance, if it tracked that there was an issue with the engine, and then the engine blows up and the RV starts on fire and the renter got hurt. 233 00:27:43,60.9977324 --> 00:27:47,440.9977324 You could be held liable because you knew that that check engine light went on. 234 00:27:48,685.9977324 --> 00:27:52,225.9977324 Because of the monitoring, but you didn't do anything about it. 235 00:27:52,785.9977324 --> 00:28:02,785.9977324 So I mean, there's a lot of gray areas, but it's just something to be, aware of and make sure you're letting them know that you're tracking them. 236 00:28:02,785.9977324 --> 00:28:14,575.9977324 I know sometimes people can put like an Apple tag in their unit and definitely check with the lawyer because that information might not be able to used in court. 237 00:28:14,725.9977324 --> 00:28:19,525.9977324 So be careful of what you're tracking. 238 00:28:19,945.9977324 --> 00:28:24,475.9977324 And you know, whether you are getting that information to the renter or not. 239 00:28:25,165.9977324 --> 00:28:31,15.9977324 So definitely consult with a lawyer in your state to make sure that you're using it correctly. 240 00:28:33,595.9977324 --> 00:28:35,5.9977324 So that was all. 241 00:28:35,75.9977324 --> 00:28:38,585.9977324 My top takeaways from the event, again, it's. 242 00:28:38,900.9977324 --> 00:28:53,740.9977324 It's not clear cut and dry answers to a lot of it, but it really makes you think of how you can improve your operations, how you can set yourself up to succeed and be protected in case something does happen. 243 00:28:54,140.9977324 --> 00:28:56,420.9977324 So I hope that was helpful for you. 244 00:28:56,540.9977324 --> 00:29:00,920.9977324 You know, feel free to reach out if you have any questions or comments and I'd be happy to help.
Welcome to the RV Rental Secrets Podcast.
.999I'm your host, Stacey Maxson, and I'm thrilled to guide you through the journey of launching, growing, and managing a profitable RV rental business. 3 00:00:10,30.997732426 --> 00:00:13,930.997732426 I wanted to share some of my top takeaways from that conference. 4 00:00:14,260.997732426 --> 00:00:28,870.997732426 When I attended, I attended the MBA rental school and there were a lot of dealers there that were renting RVs, so it kind of gave a new perspective on what they were doing, and I wanted to share what I learned. 5 00:00:30,190.997732426 --> 00:00:31,840.997732426 So first was pricing. 6 00:00:31,910.997732426 --> 00:00:42,930.997732426 Things are changing in the RV rental industry, as you've seen with hotels and with campgrounds even now using dynamic or pressure point pricing. 7 00:00:43,350.997732426 --> 00:00:47,430.997732426 So with this you know, you wouldn't have the same nightly rate each time. 8 00:00:47,760.997732426 --> 00:00:56,850.997732426 If there's an event or festivals, you would wanna upcharge at least 25% of your normal nightly rate, and then you can even do a. 9 00:00:57,390.997732426 --> 00:00:58,470.997732426 Menu pricing. 10 00:00:58,540.997732426 --> 00:01:08,110.997732426 So think of if you have like three categories, your standard, your preferred, and then luxury, and they can choose which one they would want. 11 00:01:08,450.997732426 --> 00:01:19,700.997732426 So say the standard just includes your basic protection package or insurance and preferred you add on windshield coverage and luxury, a late checkout or an early pickup. 12 00:01:20,555.997732426 --> 00:01:26,885.997732426 And those really aren't costing you anything extra, but it gives added value to the customer. 13 00:01:26,885.997732426 --> 00:01:32,435.997732426 So you can think of different ways that you would price so that they see more value. 14 00:01:32,675.997732426 --> 00:01:34,295.997732426 You're really not changing anything. 15 00:01:34,325.997732426 --> 00:01:38,435.997732426 They might be getting those services regardless, but just showing that information upfront. 16 00:01:40,745.99773243 --> 00:01:43,565.99773243 Next I wanna talk about building and managing your fleet. 17 00:01:43,745.99773243 --> 00:01:50,895.99773243 So I've probably said this before, but it really takes 20 to make money especially when you're doing consignments. 18 00:01:51,345.99773243 --> 00:01:55,545.99773243 So you wanna at least have 20 units to basically earn a full-time income. 19 00:01:56,175.99773243 --> 00:02:00,375.99773243 Some ways to get more units for your fleet. 20 00:02:00,425.99773243 --> 00:02:07,385.99773243 One of the things they mentioned was bringing treats or promo items to dealers, and that was kind of from a dealer's perspective. 21 00:02:07,915.99773243 --> 00:02:15,85.99773243 So, you know, find those dealerships that don't currently do rentals and just go and introduce yourself. 22 00:02:15,135.99773243 --> 00:02:17,175.99773243 You know, like they suggested bring a treat. 23 00:02:17,445.99773243 --> 00:02:21,695.99773243 There's some items that you can hand out just to start building that relationship. 24 00:02:23,75.99773243 --> 00:02:30,225.99773243 Also with the fleet that you have if the unit isn't renting well or has issues, just give it back to the owner. 25 00:02:30,735.99773243 --> 00:02:41,815.99773243 They, they did sign an agreement that they were gonna rent it out, but there's no obligation on your part, if you're always having problems with that because the slide isn't working correctly. 26 00:02:42,35.99773243 --> 00:02:43,625.99773243 And then you're having to give a refund. 27 00:02:44,150.99773243 --> 00:02:47,150.99773243 Or it's just sitting there and taking up space. 28 00:02:47,420.99773243 --> 00:02:54,620.99773243 Just, you know, reach out to the owner, say, I'm sorry, but this unit is just not renting well in our area. 29 00:02:54,920.99773243 --> 00:02:57,950.99773243 And make arrangements for the owner to take that unit back. 30 00:02:57,950.99773243 --> 00:03:04,850.99773243 And that gives you space to take another unit that's gonna rent better for motor homes. 31 00:03:04,880.99773243 --> 00:03:09,930.99773243 You wanna make sure that you're keeping them under 50,000 miles in two to three years old. 32 00:03:10,590.99773243 --> 00:03:15,480.99773243 Their point was they really wanted to help with the resale value. 33 00:03:15,900.99773243 --> 00:03:29,0.99773243 But you know, even when you're not the salesperson that's going to have that unit and resell it, you wanna make sure that you're doing well by your owners and keeping it so that they can still get a good price when they go to resell it. 34 00:03:29,460.99773243 --> 00:03:37,180.99773243 So you don't want to, run the, the unit hard where it's just racking on the miles going cross country back and forth. 35 00:03:37,630.99773243 --> 00:03:51,480.99773243 So if it's getting to the point where it's I think 50,000 could be a little bit low, but I mean, 60,000 start having those conversations with the RV owner to get it back to them so that they can sell it at that point. 36 00:03:52,455.99773243 --> 00:04:04,845.99773243 Also when you're taking in a unit you can look to see if there's any warranty work that needs to be done, or if you bring it to an RV repair shop, make sure that that warranty work gets done ahead of time. 37 00:04:04,935.99773243 --> 00:04:13,425.99773243 That way the vehicle's gonna be in good condition when it starts going out on those rentals, and you're not gonna have to pull it to get any of that work done. 38 00:04:16,395.99773243 --> 00:04:17,865.99773243 Next is KPIs. 39 00:04:17,925.99773243 --> 00:04:20,925.99773243 So you really wanna know the numbers of your business. 40 00:04:21,55.99773243 --> 00:04:28,165.99773243 One is gonna be utilization, so how much each unit is getting used, and that should be above 40%. 41 00:04:28,805.99773243 --> 00:04:34,295.99773243 For seasonal locations, you're just going to want to look of course, during the rental period. 42 00:04:34,405.99773243 --> 00:04:39,865.99773243 Obviously the off season is gonna be, you know, basically zero utilization. 43 00:04:40,355.99773243 --> 00:04:43,745.99773243 You wanna also make sure you're keeping track of how many leads you're getting. 44 00:04:44,810.99773243 --> 00:04:50,390.99773243 From those leads, how many reservations are you actually booking? And that's what your conversions are. 45 00:04:50,900.99773243 --> 00:05:04,275.99773243 So if you're getting calls or inquiries whether it be direct or through a platform, how many of those are actually converting into a reservation? And if they're not converting into a reservation you know, try to figure out why. 46 00:05:05,10.99773243 --> 00:05:13,410.99773243 You can even reach out to them to see, do you mind me asking why you didn't end up booking? It could be because they found a different unit elsewhere. 47 00:05:13,750.99773243 --> 00:05:24,10.99773243 They decided not to take the trip, but that data is all going to be information that you can help improve so that you can start getting more bookings and reservations. 48 00:05:25,670.99773243 --> 00:05:29,300.99773243 Next is niching down, so you don't have to be. 49 00:05:30,185.99773243 --> 00:05:32,645.99773243 The RV rental business for everyone. 50 00:05:33,105.99773243 --> 00:05:52,610.99773243 For instance, you know, when I had my location in upstate New York, we really focused on families because, you know, we were as owners, we were parents, we had three kids, and we could really resonate with other families that wanted to take trips and give their kids experiences. 51 00:05:53,135.99773243 --> 00:05:57,575.99773243 And with that too, we found that those families were also a longer rental. 52 00:05:57,605.99773243 --> 00:06:04,445.99773243 So they would wanna take that week trip to go explore and see new things and that was their vacation for the summer. 53 00:06:04,955.99773243 --> 00:06:09,35.99773243 So think of what you want your avatar to be and really niche down. 54 00:06:09,405.99773243 --> 00:06:13,905.99773243 So like I said, that could be families, that could be one-way rentals. 55 00:06:13,905.99773243 --> 00:06:17,625.99773243 So you wanna be the expert in doing one-way rentals in your area. 56 00:06:18,330.99773243 --> 00:06:20,940.99773243 You could have it be vacation planning. 57 00:06:21,310.99773243 --> 00:06:34,300.99773243 So maybe you have all drivable units and you wanna help those people do cross country trips and you're going to give them resources and help them plan out their trip to different national parks throughout the country. 58 00:06:34,820.99773243 --> 00:06:38,120.99773243 Maybe you really want to do events or corporate. 59 00:06:38,645.99773243 --> 00:06:51,45.99773243 So you're going to provide trailers for, you know, music festivals or if you wanna do corporate, it could be corporate retreats or having office space available for employees that are moving. 60 00:06:51,445.99773243 --> 00:07:03,505.99773243 So just really think about what you're passionate about, what you've found is popular in your area, and you can really niche down where those are the only reservations that you're taking and you become an expert in it. 61 00:07:03,865.99773243 --> 00:07:19,495.99773243 And then you can, say no to the, the other reservations that are coming in, or you can still take those, but you know it's not who your avatar is and who your marketing is going to be like once you niche down and have that one person that you want to help. 62 00:07:19,495.99773243 --> 00:07:19,555.99773243 I. 63 00:07:19,930.99773243 --> 00:07:22,870.99773243 You would create all of your marketing around that. 64 00:07:22,870.99773243 --> 00:07:29,920.99773243 So it's like you're talking to that one person and then if it attracts other people, fine, you can still take those reservations. 65 00:07:30,230.99773243 --> 00:07:33,470.99773243 But that's not who you're going to have. 66 00:07:33,470.99773243 --> 00:07:46,510.99773243 All of your marketing and all of your processes and procedures and maybe you know, gifts and things that you're gonna provide to the renter is all gonna be based on that one niche and one avatar that you have. 67 00:07:49,145.99773243 --> 00:07:50,465.99773243 Next is complaints. 68 00:07:50,615.99773243 --> 00:07:54,695.99773243 So, you know, of course we all get 'em no matter what we do. 69 00:07:54,775.99773243 --> 00:08:04,735.99773243 You're always going to have people that aren't happy and unfortunately, you know, it's just part of the hospitality business that we're in, that we have to deal with those complaints. 70 00:08:05,365.99773243 --> 00:08:10,115.99773243 Some of the things that you can do to kinda alleviate that stress is. 71 00:08:10,310.99773243 --> 00:08:16,880.99773243 Have a cost sheet for a certain percentage or dollar amount if things break on the trip. 72 00:08:17,420.99773243 --> 00:08:31,980.99773243 So instead of, you know, taking it by a case by case basis and someone's like, oh, my refrigerator broke, like, I wanna refund you could be like, okay, let me look at my cost sheet and see what we would allow for that. 73 00:08:32,280.99773243 --> 00:08:37,110.99773243 So it kind of takes some of that, you know, personal. 74 00:08:37,860.99773243 --> 00:08:39,840.99773243 Feelings and emotions out of it. 75 00:08:39,840.99773243 --> 00:08:47,280.99773243 And it's like, okay, we have a process in place for this and based on what the problem was, this is how much we can give you. 76 00:08:47,280.99773243 --> 00:08:48,540.99773243 And that's our policy. 77 00:08:49,0.99773243 --> 00:08:58,390.99773243 So I think that helps, you know, kind of have something set in stone so you're not feeling guilty about the situation and. 78 00:08:58,720.99773243 --> 00:09:11,20.99773243 Really, it takes like a lot of brain power and decision making when a problem arises and you can get your emotions involved where you feel guilty and you want to help that customer. 79 00:09:11,290.99773243 --> 00:09:24,790.99773243 But if you have something set up ahead of time, it'll just let you stick to the facts and be like, okay, I've already figured this out, that if this went wrong, this is how much I can give you for a refund. 80 00:09:25,420.99773243 --> 00:09:26,440.99773243 And I think that would help. 81 00:09:27,325.99773243 --> 00:09:33,895.99773243 Cut down on a lot of aggravation on your end and on the renter's end also. 82 00:09:34,115.99773243 --> 00:09:39,365.99773243 Instead of, you know, giving them a cash refund, have it be a credit for future use. 83 00:09:39,695.99773243 --> 00:09:47,720.99773243 So, you know, in our, SRA we have a things happen clause so that. 84 00:09:48,755.99773243 --> 00:09:51,575.99773243 We all know with RVs things happen. 85 00:09:51,625.99773243 --> 00:09:54,685.99773243 There are houses driving down the road. 86 00:09:54,685.99773243 --> 00:09:57,925.99773243 Things are constantly moving and things will break. 87 00:09:58,315.99773243 --> 00:10:02,315.99773243 So instead of you know, giving the money back, I. 88 00:10:03,410.99773243 --> 00:10:12,350.99773243 Kind of explain to them, you know, unfortunately things happen with RVs, but we would really love for you to have another experience with us. 89 00:10:12,660.99773243 --> 00:10:29,920.99773243 You know, I do understand that the air conditioning wasn't working during this time period, but you know, we did provide a portable air conditioning for you during that time, and we want to give you a credit for $200 to use towards your next trip. 90 00:10:30,535.99773243 --> 00:10:42,685.99773243 So that way you're listening to them, you are, you know, hearing their concerns, letting them know that you understand that there was an inconvenience and still giving them something. 91 00:10:42,965.99773243 --> 00:10:49,65.99773243 But one, it's showing that you are sticking to your policies. 92 00:10:49,425.99773243 --> 00:10:54,345.99773243 And two, it's giving you the opportunity to win them back. 93 00:10:54,745.99773243 --> 00:10:55,585.99773243 So when they. 94 00:10:55,990.99773243 --> 00:11:03,280.99773243 Make that return trip, it gives you another chance to go ahead and make sure, you know, everything goes flawlessly. 95 00:11:06,610.99773243 --> 00:11:10,180.99773243 Another thing is increasing cash flow in your business. 96 00:11:10,230.99773243 --> 00:11:19,200.99773243 So with rentals, especially if you have a seasonal location, you know, there can be an ebb and flow of cash coming in. 97 00:11:19,845.99773243 --> 00:11:30,435.99773243 So one of the things you can do is if you have them book in full in advance, currently we usually ask for like a $500 deposit when it's a year in advance. 98 00:11:30,895.99773243 --> 00:11:36,355.99773243 But you could have them book in full and give no deposit and they're paying all of that money upfront. 99 00:11:36,985.99773243 --> 00:11:39,295.99773243 Also, if they do cancel. 100 00:11:40,120.99773243 --> 00:11:43,380.99773243 You could do a credit within one year if they cancel. 101 00:11:43,410.99773243 --> 00:11:50,580.99773243 So having a strict cancellation policy, and you're not refunding them that money, but giving them a credit on file. 102 00:11:51,450.99773243 --> 00:11:57,990.99773243 You can also have the customer rebook when they come back from the rental and use their security deposit to rebook. 103 00:11:58,440.99773243 --> 00:12:00,240.99773243 So when they're returning the unit. 104 00:12:00,980.99773243 --> 00:12:03,405.99773243 You, you know, make sure you're doing your walkthrough. 105 00:12:03,435.99773243 --> 00:12:08,235.99773243 You can make sure that they have a good time on their trip and ask for them to leave a review. 106 00:12:08,595.99773243 --> 00:12:12,855.99773243 And if they did have a good time, then you know, ask. 107 00:12:12,855.99773243 --> 00:12:22,45.99773243 Oh, well do you, do you go back to that place every year? Are you looking to take another RV trip next year? I would love to just get that in the books. 108 00:12:22,565.99773243 --> 00:12:31,380.99773243 For you now before that reservation or, maybe they love that unit and you can get that in the books now before that gets reserved by someone else. 109 00:12:31,690.99773243 --> 00:12:35,410.99773243 Or maybe they were looking for a different type of unit and they're at the lot. 110 00:12:35,410.99773243 --> 00:12:41,530.99773243 So you can show 'em a couple different units and say, oh, if you really love this one, we can go ahead and reserve that now for you. 111 00:12:41,860.99773243 --> 00:12:43,120.99773243 That way you don't miss out. 112 00:12:43,430.99773243 --> 00:12:47,450.99773243 And then use their security deposit to rebook for that next year. 113 00:12:47,700.99773243 --> 00:12:53,10.99773243 I know I mentioned it a little bit before with the KPIs, but you really wanna know your numbers. 114 00:12:53,440.99773243 --> 00:12:55,660.99773243 So you can create a pro forma. 115 00:12:55,660.99773243 --> 00:13:05,570.99773243 And what that is, is you are making basically like an estimate of what you think your numbers will be for the upcoming season. 116 00:13:06,150.99773243 --> 00:13:15,710.99773243 And this will help you track your income, your expenses, you know, making sure that you're getting the reservations that you need to, to hit those pro forma numbers. 117 00:13:16,10.99773243 --> 00:13:21,130.99773243 And it's basically just a goal that you're going to measure yourself against. 118 00:13:21,730.99773243 --> 00:13:24,430.99773243 So you wanna make sure you're looking at expenses daily. 119 00:13:24,500.99773243 --> 00:13:28,550.99773243 You know what, what can you cut? You wanna make sure you're keeping your overhead low. 120 00:13:28,895.99773243 --> 00:13:45,465.99773243 So keeping those expenses as low as possible and then also seeing kind of where there's some bottlenecks where I know sometimes we can needlessly spend when we don't have a process in case and we need to get something fixed quickly. 121 00:13:45,825.99773243 --> 00:13:56,965.99773243 So trying to identify those issues and you know, putting a process in place for those so that you're not needlessly spending that money last minute. 122 00:13:57,730.99773243 --> 00:14:03,760.99773243 For example, maybe you have a reservation going out and the propane tanks are empty. 123 00:14:03,830.99773243 --> 00:14:05,330.99773243 And it wasn't checked ahead of time. 124 00:14:05,360.99773243 --> 00:14:14,30.99773243 So you might have to go to a propane place that's close to the campground and get it filled and their cost is a lot more expensive. 125 00:14:14,300.99773243 --> 00:14:22,320.99773243 And if you go to the place that you normally would go to so if you had a process in place where you were making sure that you were checking those propane tanks. 126 00:14:22,845.99773243 --> 00:14:30,175.99773243 At your facility and getting them filled at certain time periods, then that would alleviate that extra cost. 127 00:14:31,235.99773243 --> 00:14:35,135.99773243 And another thing, it doesn't matter how much you make, but how much you keep. 128 00:14:35,555.99773243 --> 00:14:41,255.99773243 So you could be having you know, $150,000 in revenue, but if. 129 00:14:41,915.99773243 --> 00:14:46,25.99773243 125,000 of that is expenses for you. 130 00:14:46,445.99773243 --> 00:14:51,755.99773243 You may be profitable, but that's not gonna be a business that is going to be sustainable. 131 00:14:52,55.99773243 --> 00:15:00,815.99773243 So you really wanna make sure that not only are you tracking your revenue, but you're tracking your expenses and figuring out ways to keep those expenses low. 132 00:15:01,65.99773243 --> 00:15:04,95.99773243 Another thing that they went over was RV trends. 133 00:15:04,225.99773243 --> 00:15:08,155.99773243 So just some things to keep in mind when you're getting new units in. 134 00:15:08,605.99773243 --> 00:15:11,755.99773243 Solar is beginning to be very popular. 135 00:15:12,345.99773243 --> 00:15:18,135.99773243 People are loving king beds, and along with that upgraded mattresses. 136 00:15:18,225.99773243 --> 00:15:25,695.99773243 So especially on your high end units, think about getting some mattress upgrades because that's really what people are looking for. 137 00:15:26,625.99773243 --> 00:15:28,215.99773243 Maximum sleeping areas. 138 00:15:28,215.99773243 --> 00:15:37,405.99773243 So I'm sure you've seen this where, bunk houses are usually the most popular because they can sleep like 10 to 12 people sometimes. 139 00:15:37,735.99773243 --> 00:15:42,25.99773243 So, you want those units that the dinette is going to fold up to a bed. 140 00:15:42,25.99773243 --> 00:15:43,530.99773243 The couch folds out to a bed. 141 00:15:43,895.99773243 --> 00:15:49,175.99773243 People are looking to have, you know their kids, their parents, everyone in one rv. 142 00:15:51,150.99773243 --> 00:15:52,80.99773243 Slides. 143 00:15:52,320.99773243 --> 00:15:57,0.99773243 As you know, this is really going to increase the living space in the rv. 144 00:15:57,270.99773243 --> 00:16:02,520.99773243 So those are very popular fuel economy fireplaces. 145 00:16:02,620.99773243 --> 00:16:06,520.99773243 Those are nice because they're not eating up all the propane. 146 00:16:06,610.99773243 --> 00:16:14,490.99773243 So if you know it's a fall or spring night, sometimes using the electric fireplace on the campgrounds electric. 147 00:16:15,585.99773243 --> 00:16:20,415.99773243 That'll help cut down costs for you guys as well, because you're not always having to fill the propane for heat. 148 00:16:20,775.99773243 --> 00:16:23,115.99773243 And they're a nice touch for the renters. 149 00:16:23,385.99773243 --> 00:16:29,55.99773243 As well with the maximum sleeping areas, people are also looking for as many seat belts as possible. 150 00:16:29,455.99773243 --> 00:16:35,875.99773243 Sometimes people are just renting the RVs just to get to like their Airbnb or their vacation destination. 151 00:16:36,805.99773243 --> 00:16:41,395.9977324 They just want it for a comfortable place for their family to get from one place to another. 152 00:16:41,695.9977324 --> 00:16:56,955.9977324 So they really want those units that are gonna like, have seat belts for eight people, and then media and entertainment you know, so they're looking for the TVs, they're looking for the Roku and streaming devices the Smart TVs. 153 00:16:57,135.9977324 --> 00:16:58,725.9977324 So, you know, when you're. 154 00:16:59,715.9977324 --> 00:17:02,445.9977324 Looking at units to take them into your fleet. 155 00:17:02,515.9977324 --> 00:17:17,555.9977324 That can just be something that you're checking to make sure that they have, that Some of the potential problems that you can look out for are fold out beds like the Murphy beds, and then the the happy jacks where they're electric and they move up and down. 156 00:17:17,975.9977324 --> 00:17:20,855.9977324 There can be a lot of problems with those working correctly. 157 00:17:20,855.9977324 --> 00:17:22,985.9977324 So sometimes it's best just to avoid 'em. 158 00:17:23,525.9977324 --> 00:17:31,145.9977324 Complicated waste systems, so like the cassette toilets and things like that people don't really wanna have to deal with least. 159 00:17:31,515.9977324 --> 00:17:36,525.9977324 So just making it simple with a normal RV toilet with the black water tank. 160 00:17:37,15.9977324 --> 00:17:40,885.9977324 Is usually best and then residential refrigerators. 161 00:17:41,275.9977324 --> 00:17:46,555.9977324 You know, people don't understand that they're not gonna work when they're going down the road. 162 00:17:47,15.9977324 --> 00:17:54,175.9977324 So there can be a lot of problems with the customer asking why their unit the refrigerator isn't cold when they get there. 163 00:17:54,715.9977324 --> 00:17:58,675.9977324 So sometimes it's best just not to have those units in your fleet. 164 00:17:58,925.9977324 --> 00:18:01,895.9977324 Another thing that's really important is mitigating risk. 165 00:18:02,75.9977324 --> 00:18:15,15.9977324 So some things to think about that's gonna protect you and your business is one, you wanna verify that the insurance card, the driver's license in the credit card, all match the renter's information. 166 00:18:15,475.9977324 --> 00:18:19,645.9977324 And really this doesn't always pose. 167 00:18:20,125.9977324 --> 00:18:34,945.9977324 A problem, but if there was an accident or something that happened, you know, the, the lawyers are gonna look for these inconsistencies if there happens to be a case where something goes to litigation. 168 00:18:35,155.9977324 --> 00:18:41,355.9977324 So you wanna make sure you have all of your ducks in a row that you can provide this documentation if needed. 169 00:18:41,605.9977324 --> 00:18:50,845.9977324 Another thing is make sure you're printing out stickers for the units with the RV height plus six inches and putting that on the dashboard for your drivable units. 170 00:18:51,625.9977324 --> 00:19:03,825.9977324 I actually had an instance, it was a towable unit, but someone went under a low overpass and ripped the entire air conditioning roof and everything off of the rv. 171 00:19:04,420.9977324 --> 00:19:16,130.9977324 If they had that information upfront as to how tall it was, it kind of triggers them to pay attention more to the signs to know what bridges and overpasses they can fit under. 172 00:19:17,720.9977324 --> 00:19:25,590.9977324 If there are going to be additional drivers, make sure that there're on the contract and they have been verified and that they're on the insurance. 173 00:19:25,590.9977324 --> 00:19:29,940.9977324 So if it's a husband and wife, you wanna always make sure that they're both on there. 174 00:19:31,740.9977324 --> 00:19:33,750.9977324 You also wanna get personal information. 175 00:19:33,800.9977324 --> 00:19:36,710.9977324 So get a copy of their personal insurance policy. 176 00:19:37,140.9977324 --> 00:19:44,220.9977324 If they are renting through like outdoorsy or r vShare, they do gather that information. 177 00:19:44,220.9977324 --> 00:19:51,900.9977324 But if it's a direct booking, make sure that you're getting a copy of that because there could be a gap in coverage. 178 00:19:51,950.9977324 --> 00:19:54,590.9977324 For instance, if they don't return the rv. 179 00:19:55,385.9977324 --> 00:19:59,775.9977324 Or if there's limits as far as loss of use. 180 00:20:00,145.9977324 --> 00:20:14,645.9977324 So if they damage the unit, and I know even like MBA, the commercial coverage doesn't cover loss of use, so that could be something that their personal policy may be able to get that money back for you. 181 00:20:16,760.9977324 --> 00:20:23,510.9977324 You also wanna be really consistent with your procedures, because if you're not, it can open you up to discrimination claims. 182 00:20:23,810.9977324 --> 00:20:36,770.9977324 So, for instance say, you know, you have a policy for your walkthroughs, and every time someone comes, you're going through the checklist, walking them through, showing them how everything works. 183 00:20:37,260.9977324 --> 00:20:47,315.9977324 So if that's your policy, and then one day a man comes through and then you don't do it because you assume that, you know, he. 184 00:20:48,215.9977324 --> 00:20:51,705.9977324 Because him being a man he would know how to work an rv. 185 00:20:52,35.9977324 --> 00:21:05,845.9977324 And then when the woman comes through as your next rental and she sees that you didn't do that walkthrough, but then you're doing it with her, she could say, you know, you're discriminating against me because you're making me do this walkthrough. 186 00:21:05,875.9977324 --> 00:21:07,285.9977324 And you didn't make him do it. 187 00:21:08,20.9977324 --> 00:21:17,410.9977324 So make sure you're following your own policies and you're going through the same procedure with everyone so that you're not leaving yourself up to a discrimination case. 188 00:21:18,370.9977324 --> 00:21:28,780.9977324 Again, like with test drives, make sure if it's a drivable unit, that they feel comfortable with the unit and you're always doing the test drives and be consistent with that. 189 00:21:29,80.9977324 --> 00:21:45,430.9977324 So if you're making one person do the test drive, you wanna make everyone do the test drives, and if not, again, you can have a procedure in place where they're signing off on that they chose not to do the test drive because they have prior driving experience with an rv. 190 00:21:45,790.9977324 --> 00:21:48,190.9977324 So you just wanna make sure you're documenting everything. 191 00:21:49,330.9977324 --> 00:21:54,130.9977324 As far as towables, they need to be the last person to hook it up and touch it. 192 00:21:54,470.9977324 --> 00:21:58,730.9977324 So if they're not familiar with hooking up a vehicle. 193 00:21:59,225.9977324 --> 00:22:07,535.9977324 What I suggest is you can show them how to hook it up and unhook it once, and then next they have to do it themselves. 194 00:22:07,935.9977324 --> 00:22:24,655.9977324 And you can talk them through it, but you never want to be the final person that hooks it up to the unit because if they drive out of the driveway and that trailer falls off the ball and their vehicle gets damaged or the trailer gets damaged you don't want that coming back on you. 195 00:22:25,585.9977324 --> 00:22:29,635.9977324 You don't want to have them say, well, you're the person that hooked it up. 196 00:22:30,195.9977324 --> 00:22:34,245.9977324 So make sure that they are the ones to actually hook up the unit. 197 00:22:34,935.9977324 --> 00:22:43,935.9977324 Plus you want to make sure they know how to do it so that when they're at the campgrounds they are familiar with the process so make sure that they are completely doing it on their own. 198 00:22:44,820.9977324 --> 00:22:52,690.9977324 And also don't let them go if you know the tow vehicle isn't capable because you can be held liable for that. 199 00:22:53,50.9977324 --> 00:23:03,290.9977324 So make sure that, they have a big enough unit to tow that they have a trailer brake and the trailer controls in their truck. 200 00:23:03,690.9977324 --> 00:23:11,670.9977324 A brake controller, you wanna make sure that they have the proper towing equipment or you should not let them drive off that lot. 201 00:23:14,710.9977324 --> 00:23:17,590.9977324 You also wanna keep up to date on maintenance records. 202 00:23:17,690.9977324 --> 00:23:25,835.9977324 You need to know the date, who did it and what work was done especially for tires, brakes, and fixing past renter issues. 203 00:23:26,880.9977324 --> 00:23:41,410.9977324 So if a renter notified you that there was an issue with something and you didn't fix that you can be held liable for that if someone were to get hurt or if there was like a breakdown in a problem because of that issue. 204 00:23:41,770.9977324 --> 00:23:48,830.9977324 So you just really wanna make sure any recalls any, you know, scheduled maintenance that you have records of that. 205 00:23:49,760.9977324 --> 00:23:55,70.9977324 Also tracking the miles on the renter's tow vehicle to track trailer mileage. 206 00:23:55,370.9977324 --> 00:24:10,980.9977324 So we all do this with you know, drivable of course, but, and, and this won't be used against them at all, but just for your maintenance records, like make sure you ask them to turn on the vehicle and see what their truck mileage is. 207 00:24:11,775.9977324 --> 00:24:19,245.9977324 Then that way when they come back with the unit, you can check it again and see approximately how many miles they towed the unit. 208 00:24:19,675.9977324 --> 00:24:26,215.9977324 You know, with the trailer tires, there's usually a recommended time that they would need to get replaced. 209 00:24:26,245.9977324 --> 00:24:32,575.9977324 So you wanna know whether they went, you know, 100 miles or a thousand miles towing that trailer. 210 00:24:33,655.9977324 --> 00:24:38,305.9977324 And then make sure the signatures and the photos on the ID match. 211 00:24:38,405.9977324 --> 00:25:06,115.9977324 So you wanna always make sure that the person picking it up is the one that is on the contract, and you wanna make sure that the signature on their ID matches the signature on the contract, again, I mean, it seems so simple to not check these things but that one time that things aren't right, that could be the time that something happens and then you need to provide this documentation and you might not have it. 212 00:25:06,415.9977324 --> 00:25:19,445.9977324 So you just really wanna make sure you're protecting yourself so that if something terrible happens and there's a claim and it goes to court, you wanna make sure that you as the rental company will be protected. 213 00:25:21,585.9977324 --> 00:25:24,435.9977324 Another thing they talked about was a DA compliance. 214 00:25:24,485.9977324 --> 00:25:33,45.9977324 So one of the things with service pets and there was a difference between service pets and then I think emotional support, pets, they call them. 215 00:25:33,465.9977324 --> 00:25:35,415.9977324 So it's only for service pets. 216 00:25:35,415.9977324 --> 00:25:37,245.9977324 You can not charge a pet fee. 217 00:25:37,545.9977324 --> 00:25:45,315.9977324 So if they state that it is a service pet you can't charge that fee, but you can charge a cleaning fee after it comes back. 218 00:25:46,230.9977324 --> 00:25:52,770.9977324 So, you know, if there's hair or dirt because of a pet, you can charge that cleaning fee. 219 00:25:53,440.9977324 --> 00:26:10,370.9977324 There's only certain questions that are allowed, so you can ask this if it's a service animal and what does it do, but you can't really ask any questions outside of that because they're protected through a d, a compliance, so they don't have to answer those questions. 220 00:26:13,560.9977324 --> 00:26:18,930.9977324 Another thing that comes up a lot and was touched on was GPS regulations. 221 00:26:19,240.9977324 --> 00:26:22,480.9977324 So California, New York, Montana, and Connecticut. 222 00:26:23,185.9977324 --> 00:26:26,35.9977324 All regulate the use on rental units. 223 00:26:26,375.9977324 --> 00:26:33,305.9977324 So New York, they can't use GPS to impose fines, fees, or penalties for unauthorized use. 224 00:26:33,665.9977324 --> 00:26:44,135.9977324 So what that means is if you're using a GPS to track the unit if they come back and you see that they went to Burning Man or a festival that you. 225 00:26:44,525.9977324 --> 00:26:51,305.9977324 Don't allow, you can't charge additional fees based on what the GPS tells you. 226 00:26:51,975.9977324 --> 00:26:57,455.9977324 And of course, always contact a lawyer to go through this and get some more information. 227 00:26:57,995.9977324 --> 00:27:00,985.9977324 But I just thought it was interesting what they told. 228 00:27:01,75.9977324 --> 00:27:07,735.9977324 And then also, if you're continuously monitoring, you must have procedures in place to do something about it. 229 00:27:08,45.9977324 --> 00:27:10,115.9977324 So there's some are some GPS. 230 00:27:10,760.9977324 --> 00:27:25,200.9977324 Tracking services that also track you know, not only the speed, but it might give you information about if like a check engine light comes on it might have a tire monitoring system, which tells you if the air is low. 231 00:27:25,530.9977324 --> 00:27:32,170.9977324 So if you have access to that information and you don't have a procedure in place, you could be held liable. 232 00:27:32,410.9977324 --> 00:27:42,540.9977324 So, for instance, if it tracked that there was an issue with the engine, and then the engine blows up and the RV starts on fire and the renter got hurt. 233 00:27:43,60.9977324 --> 00:27:47,440.9977324 You could be held liable because you knew that that check engine light went on. 234 00:27:48,685.9977324 --> 00:27:52,225.9977324 Because of the monitoring, but you didn't do anything about it. 235 00:27:52,785.9977324 --> 00:28:02,785.9977324 So I mean, there's a lot of gray areas, but it's just something to be, aware of and make sure you're letting them know that you're tracking them. 236 00:28:02,785.9977324 --> 00:28:14,575.9977324 I know sometimes people can put like an Apple tag in their unit and definitely check with the lawyer because that information might not be able to used in court. 237 00:28:14,725.9977324 --> 00:28:19,525.9977324 So be careful of what you're tracking. 238 00:28:19,945.9977324 --> 00:28:24,475.9977324 And you know, whether you are getting that information to the renter or not. 239 00:28:25,165.9977324 --> 00:28:31,15.9977324 So definitely consult with a lawyer in your state to make sure that you're using it correctly. 240 00:28:33,595.9977324 --> 00:28:35,5.9977324 So that was all. 241 00:28:35,75.9977324 --> 00:28:38,585.9977324 My top takeaways from the event, again, it's. 242 00:28:38,900.9977324 --> 00:28:53,740.9977324 It's not clear cut and dry answers to a lot of it, but it really makes you think of how you can improve your operations, how you can set yourself up to succeed and be protected in case something does happen. 243 00:28:54,140.9977324 --> 00:28:56,420.9977324 So I hope that was helpful for you. 244 00:28:56,540.9977324 --> 00:29:00,920.9977324 You know, feel free to reach out if you have any questions or comments and I'd be happy to help.
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