Talk to your customers

Do you talk with your customers. I mean really talk with them? Extended meaningful chats for both parties?

The first step is to create the forum where it is possible. We do this by have our skype details on the rentoid.com contact page – it also shows when I am on line – so our members know when I am there if they have any questions.

Here’s a recent chat I had with Anne – one of our smart members who really ‘gets it’

Anne Seccombe
Hi Steve,
I got a message from Rentoid this afternoon saying a gentleman was interested in hiring my camera for a couple of days, but when we spoke on the phone he said he wasn’t interested because it didn’t have an external flash.  Do I need to do anything with the new system to let you know that the transaction did not go ahead?

Steve Sammartino – rentoid.com rocks!
No it’s fine – I’ll check out the transaction – and ask the member if they want a refund
Thanks for letting me know – and we’ve got a new website launching on August 8th
it’ll be heaps better and easier to use….

Anne Seccombe
Thx.  I presume it’s fallen thru – he said he’d call me back in 5 minutes about 4 hours ago
Cool I’ll keep an eye out for it … it’s a great idea I really hope it’s taking off for you..  Has the Global Financial Crisis helped?

Steve Sammartino – rentoid.com rocks!
One of the features will be an ‘on screen’ Q & A’s which is easier to do… and everyone can see….
Yeh, the GFC has helped demand alot…. our main problem is having enough items to satisfy the demand….

Anne Seccombe
It’s a much better way of doing things, taking the 5% commission as a deposit from the renter.

Steve Sammartino – rentoid.com rocks!
Yeh – we think so….. it’s quicker and not a hassle to the owner…..

Anne Seccombe
Well, I’m doing my bit – I put up a chocolate fountain this afternoon … it’s something we rarely use, but enormous fun when you do. :

Steve Sammartino – rentoid.com rocks!
I’ll do a blog entry on it

promote it for you….

Anne Seccombe
Oh thanks, that’s sweet of you.

Steve Sammartino – rentoid.com rocks!
We never have enough laptops, Xbox 360’s, trailers, Video cameras, Appl Mac’s….

Anne Seccombe
Any hints about things to put up? I’m sure there are heaps of things I could … I just don’t know what people want.  I check the wanted section every now and then, but I never seem to have exactly what people are after

Steve Sammartino – rentoid.com rocks!
Umm I’ll send you an email with the list of items in demand if you want….

Anne Seccombe
Ok thanks that would be great.

Steve Sammartino – rentoid.com rocks!
What’s you email…. I’ll also give you some price guidance….

Anne Seccombe
[email protected]

Steve Sammartino – rentoid.com rocks!
we find 5% for a week is a good price – 5% of the items value is a good rental price and 10% of item value for a month…..

Anne Seccombe
Yep, I’ve been using those guidelines since I started.  I don’t know what the chocolate fountain is worth but I thought $25 for a week/party was fair.

Steve Sammartino – rentoid.com rocks!
Any item you want info on how to do – promote – just ask me – I love getting feedback…. because it helps us make the site better….. and the more we spread the word, the more rentals everyone gets….
Are you on twitter?

Anne Seccombe
sort of, reluctantly …also facebook, slightly less reluctantly.. I check it about every 3 months…
Steve Sammartino – rentoid.com rocks!
I really like it – easy b/c it is short and quick to share info / links / ideas
my twitter is @sammartino and rentoid is @rentoid
I put heaps of ideas on there….

Anne Seccombe
I am @xyxyxyxyxyxy (not real)

Steve Sammartino – rentoid.com rocks!
Check this link out I just made: http://twitter.com/sammartino/status/2548382555
Click on the link in the ‘tweet’
I’m sending out a newsletter tomorrow and I’ll make your choccy fountain a ‘feature item’

Anne Seccombe
Excellent! Thanks very much … Do you think the price is reasonable? It was a gift, so I’ve no idea how much they sell for … but it’s awesome fun at a party and I’d gladly pay $25 for a week to rent one

Steve Sammartino – rentoid.com rocks!
I think it’s Ok for a week – with ‘Quirky items‘ price is less important b/c it is for one occasion or a party…. be sure to tag it as ‘Quirky so it appears on the ‘Quirky List’…

Anne Seccombe
l’ll adjust the price and make it $25 for a day, a week, a weekend or a month.  It really doesn’t matter how long they take it for but I wouldn’t want to be fussed for $5 or 10, you know?

Steve Sammartino
Totally – it’s not worth the hassle for $10 It’s like gotta be $20 – you know half a tak of petrol or pay for the Friday night pizza

Anne Seccombe
Shoot, I’ve forgotten how to edit stuff …

Steve Sammartino – rentoid.com rocks!
Go to ‘my rentoid’ – in there are your listed items…. click the ‘edit’ button
the same as listing…

Anne Seccombe
Ah there we are … sorry it was too obvious

Steve Sammartino – rentoid.com rocks!

By the way: the ‘my rentoid’ is going to be a massive improvement very soon with the new site….

Want a sneak preview at the new site?
I have some visuals – shhh it’s a secret…

Anne Seccombe
Ooh yes please

Steve Sammartino – rentoid.com rocks!
Ok – you’re in the ‘circle of trust now’
Stick with me and I’ll give you all the secrets….

Anne Seccombe
Ooh that would be good…

Of course, no worries.  Sadly I can’t interest my friends and partner in Rentoid even when I try   They just get that “Anne’s being a greenie” look on their faces and tune out

Steve Sammartino – rentoid.com rocks!
we can’t all be ‘leading edge innovators’ – they’ll catch on eventually….

I’m a bit ‘green’ too – renting just makes sense…  Same lifestyle – smaller eco footprint.

Anne Seccombe
Yeah, they will… I’ll just keep beating them over the head until they twig

Steve Sammartino – rentoid.com rocks!
You are seriously – my new hero!

Anne Seccombe
Yes, it’s like freecycle only better …

Steve Sammartino – rentoid.com rocks!
Well – people who own stuff should be rewarded financially, in addition it ensure people take care of the stuff.

My vision is a world we’re we all rent from each other – have access to everything we need, without having to buy it all…..

Anne Seccombe
Yes, and it’s so much more convenient to be able to rent things privately when you only need them for a little while.

Steve Sammartino – rentoid.com rocks!
Like I could be a guy with all sporting stuff and you could be a tech person with all high tech stuff – we rent we both benefit.

Anne Seccombe
I think that would be brilliant – I really related to ?what you said in G Mag about how ridiculous it is that everyone in a suburban block has their own lawnmower.  If we were more organised, I’m sure each suburb could make do with a 10th of the stuff they currently ‘need’.

Steve Sammartino – rentoid.com rocks!
Exactly.

Anne Seccombe
Ahhhhh … it’s so good to talk to someone who shares similar views, isn’t it  Gives you that feeling that you can solve all the world’s problems

Steve Sammartino – rentoid.com rocks!
Totally – I loved this chat – so much….

The chat went on – but you get the picture….

Startups all say they want to start a conversation with their people – but it only happens when you create somewhere to chat.