Car rental: win regular customers and get renters coming back.

Why don't car rental customers come back?

To get more regular customers for your car rental, above all you need a reason and an opportunity to get in touch. Most renters aren't unhappy, they simply go with whatever comes to mind first the next time they need a car. After the return, contact often stops, and that's exactly where repeat bookings are lost.

How do you stay in touch after the return?

It's best to get in touch on the day of the return or the day after, short and personal. Write just one sentence to say thanks and one question about whether everything was okay. In our experience, this works better than a long text, because the renter still remembers the trip and can reply easily.

Make a note of the details that will help later: the reason for the rental, the preferred vehicle class and the time of year the renter usually books. That way you can follow up at exactly the right moment.

Which occasions lead to repeat bookings?

Occasions the renter knows themselves work best: vacation season, moving house, weekend trips, trade fairs or weddings. Remember what someone rented for and get in touch before the next typical date. Someone who needed a van for a move in the summer probably won't need one again next year. Someone who took a convertible on vacation will think about it again next spring.

In quiet periods, offer something concrete, for example a vehicle that's available, with a date and pickup location. A clear offer is better than a general discount.

How do you turn business customers into regular customers?

Business customers stay when they have a fixed contact person and a simple process. After the rental, ask whether the vehicle, handover and invoice were all fine, and note down any requests. If they don't have to explain everything again next time, they're more likely to book again.

When should you ask for a referral?

Ask for a referral right after a good trip, when the renter is happy. That's when they're most likely to say yes. Keep it short and give them something easy, such as a link they can pass on.

How does WhatsApp marketing with SmartChat help?

Following up takes time when you do it by hand. With SmartChat, follow-ups keep going automatically after confirmation, without phoning around. Renters sign up via a landing page or a QR code at the counter and confirm via double opt-in. After that, follow-ups and newsletters only go to confirmed contacts, and they can unsubscribe with STOP.

Find out more on the page SmartChat for car rentals and in the Follow-ups. To be honest: SmartChat only sends via WhatsApp. If you want to reach renters who don't give you their number, you'll still need another way.

Sample text. You adjust the names and content.