InTents December/January 2020 - 57

bookings. "We use Insightly [a CRM
platform], which allows you to set
reminders, track revenue and not forget
about your upcoming events and calls,"
says Brittney Bouche, Orlando Wedding
& Party Rentals business development
manager. "It's great for history records
if you keep up with it and go back to get
reviews from past clients. We also like
to send [clients] personal emails to ask
how the event went, and if they respond
positively, we ask for a review."
4. Learn to say, "Let's see." To get ahead
in the market, new event rental companies
hungry for business tend to fall into the
trap of saying yes to anyone who calls,
Davis says. Can you deliver that today?
Yes. Can we rent more inventory than
you have? You bet. Can you change the
equipment you just delivered? Sure thing.

Can you move my yard furniture? No
problem. Can you make it? Sounds good.
This was the scenario in PTG's early days.
"This habit helped us form key client
relationships that helped the business
grow and thrive," she says. "This habit
put inventory on our shelves and paid the
bills. This habit also formed unsustainable
expectations from our clients and
exhausted our staff.
"Enter phase two, resentment," she
continues. "After some time, management,
staff and the vendors we rely on are
getting tired. The excitement of being a
hero is fading and the loss of time with our
families is setting in. This resentment is
manifested in less-than-stellar customerfacing communication. The irony in this
phase is that the initial effort to offer
exceptional customer service results in
just the opposite."

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www.InTentsMag.com

57


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InTents December/January 2020

Table of Contents for the Digital Edition of InTents December/January 2020

InTents December/January 2020 - Cover1
InTents December/January 2020 - Cover2
InTents December/January 2020 - 1
InTents December/January 2020 - 2
InTents December/January 2020 - 3
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InTents December/January 2020 - 5
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InTents December/January 2020 - Cover3
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