Rental June/July 2016

ARE YOU QUALIFYING YOUR CUSTOMERS?

Page 50

HOW TO CREATE A SUCCESSFUL ATTACHMENT RENTAL PROGRAM

PRODUCT NEWS INSIGHT ■

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Page 36

2016

RENTERS’ REVIEW:

TAKING A TURN WITH A POST HOLE DIGGER Find out what happens when we go toe to toe with this machine Pg 24

June/July 2016

WALK-BEHIND TRENCHERS

A CLOSEUP LOOK AT THE LATEST TRENDS Page 30

Find the latest news at ForConstructionPros.com/RENTAL

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JCB’s Range of Rental-Tough Equipment.

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VOLUME 38 ISSUE 4

IN EVERY ISSUE

June/July 2016

4 E verybody’s Business Why the old saying “the customer is always right” has never been more true.

10 Manager’s Digest Market information to give you the insight you need to run your business.

14 Market Watch Rental companies around the country weigh in on how they determine if customers are “ready to rent.”

2016 Renters’ Review:

A TALE OF TWO RENTALS

20 New Products The latest product introductions from leading suppliers.

DIYers take on home projects and report on their rental experiences, highlighting the need to go back to basics for a good impression.

30

40

44 Industry Update

CONSTRUCTION SUPPORT EQUIPMENT

TODAY’S SOFTWARE

A roundup of recent news and happenings in the rental market.

Today’s Trencher Trends

Roundup

Tracked machines are on the rise, offering numerous benefits to equipment owners and operators.

A look at some of the leading systems available right now.

50 Eye on Rental Dick Detmer explains the importance of qualifying your customers for successful rentals.

36 SPECIAL REPORT: ATTACHMENTS

How to Create a Successful Attachment Rental Program Factors to consider as you develop or reevaluate your program for the long term.

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www.ForConstructionPros.com/RENTAL

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When you need a part, you need it now. And you get it with the Kohler Rental Partner Program. Order online and they’re in stock. With big-time discounts on some.

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KohlerEngines.com/RentalPartner

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CONTENTS

www.ForConstructionPros.com/RENTAL

ANYTIME. ANYWHERE. ANY DEVICE.

BUYERS GUIDE

New Products and More ForConstructionPros.com/RENTAL features the industry’s most comprehensive guide to construction-related products and equipment. Visit ForConstructionPros.com/RENTAL and click on the Buyers Guide for the most up-to-date list of what today’s leading manufacturers have to offer. www.ForConstructionPros.com/RENTAL

Visit ForConstructionPros.com/RENTAL

Designed With You in Mind It’s easier than ever to find the industry news and information you need to run your equipment rental business. Just point your browser to ForConstructionPros.com/RENTAL, and scroll for the latest reports. Whether you’re using your desktop, laptop, tablet or smartphone, you get the same simpleto-navigate experience, only faster than ever before. Visit ForConstructionPros.com/RENTAL today. www.ForConstructionPros.com/RENTAL

SOCIAL MEDIA

‘Like’ Rental?

Check out our Facebook page and join our online community. Leave a comment, post some news and photos, or just catch up on the latest happenings in the world of equipment rental. www.Facebook.com/RentalMagazine

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INDUSTRY NEWS

Rental and Construction Market Updates ForConstructionPros.com/RENTAL offers all the latest information pertaining to the topics that matter most to your business. Look here daily for the news and information you need most. And don’t miss our weekly eNewsletter, RentalWATCH, for a digest of the week’s reports.

To subscribe, go to ForConstructionPros.com/Register.

WANT MORE PRODUCT INFO? USE THE EIGHT-DIGIT CODE For more information on any of the products in this issue, simply type the unique eight-digit code into the search bar at the top of www.ForConstructionPros.com/RENTAL

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LIFT MORE. DO MORE. RENT MORE.

Introducing the NEW Bobcat MT85 The NEW MT85 features increased performance and an optional common industry interface (CII) attachment system that allows you to pair the MT85 with many attachments you may already rent. The proven, low-maintenance track system and durable joystick controls keep your machine out in the field and earning money.

For more features and specs: Bobcat.com/More2 1.877.745.7813 Bobcat Ž, the Bobcat logo and the colors of the Bobcat machine are registered trademarks of Bobcat Company in the United States and various other countries. Š2016 Bobcat Company. All rights reserved. | 1308

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EVERYBODY’S BUSINESS ™

B y J e n ny L e s c o h i e r, e d i t o r

The Court of Public Opinion RULES

■

■

Published by AC Business Media Inc. 201 N. Main Street Fort Atkinson, WI 53538 (800) 538-5544 www.ACBusinessMedia.com

One customer’s experience — and your response to it — can make all the difference

Publication Staff

ever before has one customer had the ability to make such an impact on a company’s business, thanks to Google and social media.

If you’re like most consumers today, you use Google search anywhere from occasionally to all the time when you need a product or service and aren’t sure where to get it. And you know a simple query about a company will bring up Google’s summary, including customer reviews and ratings. I personally live and die by these reviews. When all other things are equal, you bet I will base my decision on what those Google reviews and ratings say.

I went through this process recently as I was looking for a company to rent from for our annual Renters’ Review (page 24).

There was one instance during my search where a negative review actually turned me away from a company, even though it was closer to where I live than the one I ultimately rented from.

You can see this happening on social media too, particularly Facebook. I’ve noticed more and more equipment rental companies are maintaining Facebook pages, as they should, particularly if they serve the DIY market. It’s an excellent way to showcase what you have to offer, as well as establish a “vibe” or “atmosphere” for your company.

Keep in mind, however, that Facebook also presents the perfect place for customers to highlight the good, the bad and the ugly of their experience with

Columnist

Dick Detmer

Senior Production Manager

Cindy Rusch

Art Director

Kayla Brown

N

8

PRODUCT NEWS INSIGHT

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Publisher Eric Servais eservais@ACBusinessMedia.com Editor Jenny Lescohier jlescohier@ACBusinessMedia.com

Audience Development Director Wendy Chady Audience Development Mgr

Angela Kelty

Advertising Sales (800) 538-5544 Sean Dunphy Jill Draeger Vaughn Rockhold Erica Finger Amy Schwandt Denise Singsime Tom Lutzke

“…news travels

faster and farther than ever before.”

your company. And news travels faster and farther than ever before.

In this new age of customer feedback, you need to respond quickly and every time (if there’s a problem).

Keep tabs on what people are saying about you on Google, Facebook, Yelp, etc. Respond to complaints quickly, sincerely and productively or that disgruntled customer will get the last word on your company. Not only will a personal response allow you to possibly keep a customer who would have otherwise gone elsewhere, it will also show prospective clients that you care about serving them and do your best to right any wrongs that might come up.

If you’re not paying attention to the court of public opinion, you should be.

The old saying “the customer is always right” has never been more true. ■

sdunphy@ACBusinessMedia.com jdraeger@ACBusinessMedia.com vrockhold@ACBusinessMedia.com efinger@ACBusinessMedia.com aschwandt@ACBusinessMedia.com dsingsime@ACBusinessMedia.com tlutzke@ACBusinessMedia.com

ForConstructionPros.com Digital Operations Manager Nick Raether nraether@ACBusinessMedia.com Digital Sales Manager Monique Terrazas mterrazas@ACBusinessMedia.com Editor Larry Stewart lstewart@ACBusinessMedia.com Managing Editor Kimberly Hegeman khegeman@ACBusinessMedia.com Change of Address & Subscriptions — PO Box 3605, Northbrook, IL 60065-3605, Phone: (877) 201-3915 Fax: 800-543-5055 • circ.rpnmag@omeda.com List Rental — Elizabeth Jackson, Account Executive, Merit Direct LLC, Phone: (847) 492-1350 ext. 18 Fax: (847) 492-0085 • ejackson@meritdirect.com Reprints — Erica Finger, efinger@ACBusinessMedia.com

AC Business Media Inc. Chairman President and CEO Executive Vice President CFO VP Content VP Marketing

Anil Narang Carl Wistreich Kris Flitcroft JoAnn Breuchel Greg Udelhofen Debbie George

Published and copyrighted 2016 by AC Business Media Inc. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage or retrieval system, without written permission from the publisher.

SUBSCRIPTION POLICY: Individual subscriptions are available without charge in the U.S. to rental centers, equipment distributors, and other businesses with rental departments. To subscribe please visit www.ForConstructionPros.com. Publisher reserves the right to reject nonqualified subscribers.

One year subscriptions for nonqualified individuals: U.S. $35.00; Canada and Mexico $60.00; and $85.00 all other countries (payable in U.S. funds, drawn on U.S. bank). Single issues available (prepaid only) $10.00 each.

Rental (ISSN 1067-0904, USPS 686-370) is published seven times per year: January/February, March, April/May, June/July, August/September, October/November and December by AC Business Media, 201 N. Main Street, Fort Atkinson, WI 53538. Periodicals postage paid at Fort Atkinson, WI and additional entry offices. POSTMASTER: Please send change of address to Rental, PO Box 3605, Northbrook, IL 60065-3605. Printed in the USA. Canada Post PM40612608. Return Undeliverable Canadian Addresses to: RENTAL, PO Box 25542, London, ON N6C 6B2.

Vol. 38, Issue 4, June/July 2016

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6/2/16 11:52 AM

TRENCHERS

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MANAGER’S DIGEST

SURVEY:

Contractors Expecting More Big Business in 2016 Contractors surveyed during March and April of 2016 in a study by Equipment Today magazine had taken stock of 2015 and had a good head start on forecasting the 2016 business year. Their outlook was strong.

New Home Sales Jump 16.6% in April to Post-Recession High After several disappointing months, new home sales beat expectations in April and jumped 16.6% to a 619,000-unit annual rate, marking a new post-recession high.

The prior three months of data were also revised higher, pushing sales up 9.0% year to date.

Sales in the Northeast rose a staggering 52.8% for the month. Sales in the West and South also reported solid gains.

Home Prices Rise The median sales price rose 7.8% on the month and is up 9.7% from a year ago.

The share of home sales priced under $150,000 fell to 2%, down from 5% in March, indicating a waning presence of first-time homebuyers.

The stronger April report brings new home sales back in line with what most large homebuilders have been reporting and should raise expectations for the year ahead.

Inventory is thin New-home inventory ticked down to 243,000 homes for sale this month, which represents only a 4.7 months’ supply at the elevated April sales pace. Of the total inventory of new homes listed for sale, only 56,000 are completed, ready-to-occupy homes.

Sixty-two percent of contractors saw above-average business in 2015, with more than 20% calling the year “excellent.” Less than 10% of all contractors characterized business in 2015 as below average.

DIESEL FUEL PRICES JUMP 14% SINCE FEBRUARY The average retail price of No. 2 diesel fuel rose 6.8 cents at press time to $2.266 per gallon, continuing a nearly unbroken streak since February 15 that has lifted diesel’s price more than 14.4%.

U.S. Energy Department numbers show the greatest price increase was in the Midwest, where average prices rose 7.6 cents to $2.232 per gallon. The week held similar gains: • On the West Coast – 7.5 cents to $2.481 • In the Lower Atlantic – 7.3 cents to $2.232

With most contractors reporting an above-average 2015, its significant that 53% of them anticipate more growth in 2016.

Another 41% expect business to remain at what is very likely above-average levels.

Since diesel’s price streak began in mid-February (prices have slipped only one week since then), the Rocky Mountain region’s 38.9-cent increase – a 20.9% leap – has been the nation’s largest, followed by: • The Midwest – 32.4 cents, or 17.0% • The West Coast – 32.4 cents, or 15.4% • The Lower Atlantic – 28.5 cents, or 14.6% Despite these price increases, the national average price of a gallon of diesel fuel remains 58.8 cents less than it was in the same week last year.

As of early May, the spot price per barrel of Cushing crude oil had jumped 54% since the week of February 15.

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6/2/16 8:40 AM

MANAGER’S DIGEST

US NONRESIDENTIAL CONSTRUCTION SPENDING STABLE

DESPITE LACK OF SIGNIFICANT SPENDING GROWTH

→

Nonresidential construction spending fell 0.4% on a monthly basis in March, according to an Associated Builders and Contractors’ (ABC) analysis of U.S. Census Bureau data, but it was up 8.3% on a year-over-year basis to $695.7 billion. Eight of 16 nonresidential construction subsectors experienced monthly spending growth in March and 12 are up on a year-ago basis.

March would have recorded a monthly spending gain were it not for an upward revision to February’s data (from $690.3 to $698.4 billion).

“Viewed optimistically, one can conclude that nonresidential construction has stabilized at a high level,” said ABC Chief Economist Anirban Basu. “While the last several months have failed to deliver significant spending growth, many contractors indicate that they remain busy and that backlog levels are satisfactory.

Still, one might have expected better spending growth performance given the combination of steady job growth nationally, large sums of capital coming from abroad and invested in the U.S., and surprisingly low interest rates.

“Based on recent trends, one concludes that many U.S. corporations remain reluctant to invest in large-scale projects,” said Basu. “Nonresidential fixed investment has generally been soft over recent quarters and has subtracted from GDP growth recently. America has been experiencing a corporate profits recession recently and slow growth. GDP expanded less than 2% on an annualized basis during last year’s final quarter and less than 1% during this year’s first. Combine that with hesitant government agencies and one lacks a recipe for healthy nonresidential construction spending growth.”

Spending has increased in 12 of the 16 construction subsectors over the past year.

Three of the four sectors registering spending declines over that time — water supply, conservation and development, and public safety — rank among the four smallest subsectors. Each of these subsectors is also heavily influenced by public sector capital budgets.

Eight of 16 nonresidential construction sectors experienced spending increases in March on a monthly basis: • Lodging-related spending was up 1% from February 2016 and is up 27.7% from March 2015 • Health care-related spending expanded 1.6% month-over-month and is up 4.1% year-over-year • Commercial-related construction spending rose 1.2% for the month and 14.5% over the last year • Conservation and development-related spending was 1.6% higher on a monthly basis but is 3.3% lower on a year-over-year basis To read the full report visit www.forconstructionpros.com/ news/12202273/

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CATERPILLAR WILL CLOSE FIVE MORE PLANTS, CUT 820 JOBS BASED ON LOW DEMAND

Caterpillar Inc. says it will close five factories as the Peoria, Illinois-based heavy equipment maker reacts to slowing demand for construction and mining equipment worldwide by cutting capacity.

New Caterpillar Plans Target $1.5-Billion Cut in Annual Costs O v e r t h e n e x t 1 8 m o nt h s Caterpillar will close: • 240-employee stamping metal hose coupling plant in Oxford, MS, shifting some production to a plant in Menominee, MI, and some work to outside suppliers • 325-employee electric generator packaging facility in Newberry, SC, and a 75-employee generator assembly panel plant in Ridgeway, SC, shifting work to company plants in Seguin, TX; Lafayette, IN; and Griffin, GA • 70-worker bucket and work tool plant in Jacksonville, FL, shifting work to outside suppliers • 110-worker engine and undercarriage component plant in Morganton, NC, shifting work to other company plants and suppliers The company will also demolish a mostly vacant engine manufacturing building in Mossville, IL, to save money.

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MARKET WATCH

By Rod Dickens, contributing editor

Business operators from around the country reveal how they ensure successful rentals by asking the right questions…

Are They

READY TO RENT? MICHIGAN: GETTING BEYOND THE NAME All Star Rental in Jackson, MI, has been in the rental business for more than 40 years.

“When it comes to qualifying customers, the first thing that needs clarification is what exactly are they asking for,” noted Karen Anderson, whose parents purchased the company back in 1993. “Some of the equipment we rent share the same names. For example, a cherry picker can be either a boom lift or an engine hoist. So if a customer asks for a cherry picker, it quickly prompts a few follow up questions.”

The first and most important question, she noted, is one that takes priority no matter what customers call the equipment they want to rent: “How are you going to use the equipment?” or “What are you trying to accomplish?”

That will give the counter person a good idea of the type and size equipment that will get the results a customer wants.

“Our typical renters are homeowners and most of them are knowledgeable about what they need to get something

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done,” added Anderson. “Still, our guys thoroughly review equipment with customers to familiarize them with its operation and ensure it’s the right tool or equipment for the job.”

MONTANA: CUSTOMER IS ALWAYS RIGHT… MAYBE Sidney Rental is located in Sidney, MT, just five miles f rom t he Nor t h Dakota border.

In business since 1995, the store caters to both homeowners and contractors. Until recently, however, it depended on the oil industry for the lion’s share of its rental business.

“Man lifts and light towers were our biggest rental items to support companies doing the fracking,” said store manager Dennis Lorenz. “That business

has virtually come to a standstill and will likely stay that way until the price of oil comes back up. In the meantime, independent contractors are our biggest customers.”

He continued, “Most contractors and even homeowners know what they want to rent, but not always. For example, a contractor might ask for equipment A. But if we determine from qualifying him that equipment B will do a better job, then he will likely have a better overall experience with us and his rental unit.

“It comes down to asking the right question at the rental counter. I don’t spend a lot of time there nowadays, but my employees will ask what the equipment is being used for and they will most likely try to determine how big the job is.

Sidney is a small town. If a customer wants a man lift for trimming branches but doesn’t know how tall the tree is,

“Most contractors and

even homeowners know what they want to rent,

but not always.”

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MARKET WATCH

we can even drive by and take a look at the project.”

As Lorenz noted, the customer is always right. But just maybe asking a few important qualifying questions even when customers don’t think they’re important will help ensure a positive experience for both the rental store and the customer.

COLORADO: “CUSTOMERS WANT SOLUTIONS” “O ver the years, I’ve discovered that most customers have no i d e a w hat they want. They know, however, what results they want to achieve. Our job is to bridge that gap as efficiently as possible to get the best solution for the customer,” said Chuck Tennant, sales and customer service, Arvada Rent-Alls.

Whether the store is selling or renting a product, h e e mp h a s i z e d that it must first earn the right to do so. “You don’t earn that right until you have asked them at least three questions, and what you ask is key to getting the right answer.”

Tennant noted that his questions are usually open-ended in nature designed to elicit a short conversation. Questions phrased to generate a “yes” or “no” answer are considerably less valuable.

As he pointed out the old adage, “they don’t care how much you know until they know how much you care” applies just as much to renting equipment as it does to any other customer interaction.

Tennant’s first questions are designed to find out customers’ specific needs. What are they doing? What

do they want to achieve? Who will be using the equipment? Have they previously used this type of equipment?

As he said, “You have to ‘get into their head’ to extract what YOU need to get the results THEY want.

“Customers want solutions, not raw data. For example, they don’t know (or care) how many watts a generator develops; they simply want power for their refrigerator and lights in the event of an electrical outage. Hence, asking about what they’re powering instead of how many watts they want will deliver far more useful information.

“Be prepared, too, so you know what to do with all the information you receive from customers.

It’s our job to know products and their capabilities so we can offer customers an option or two that will perfectly fit their needs.”

Arvada Rent-Alls has been doing business in the Denver suburb of Arvada for 52 years. Its customer mix

“You have to ‘get

attitude plays a big role in disarming and relaxing these people.”

IDAHO: HAVING A GOOD EXPERIENCE IS A TWO-WAY STREET Brad Bengson, president of Brown Rental is Boise, has been in business 36 years. He no longer logs much time behind the counter renting to customers. That job belongs to his employees.

“I’m probably not the right person to talk to when it comes to qualifying customers today,” said Bengson. He emphasizes the word “today.” I’m just not in step with what today’s customers want or how they approach renting equipment.”

Pulling from past experience, however, he noted that a dissatisfied customer was likely the result of one of three things: 1) the counter person didn’t ask the right questions, 2) the customer was a little cheap and didn’t want to rent the right piece of equipment, or 3) the customer either didn’t listen or wasn’t capable of taking in all the pertinent information.

But satisfaction is a two-way street, he added. You want both the store and the customer to have a good experience.

“Our economy has really taken off in both residential and commercial construction. We’re seeing potential renters coming into our store that we’ve never dealt with before.

“Unfortunately, some have proven to be less than scrupulous. They’ve kept equipment longer than originally indicated or, worse yet, failed to even bring it back. Yes, if that happens, it’s simple to say the counter person should have vetted the customer more closely, but that’s easier said than done. Some

into their

head’ to extract what YOU need to get the results THEY want.”

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based on dollar volume is somewhere around 60 percent contractors and 40 percent homeowners.

“The easiest customers to do business with are those who’ve been in the trades for years,” added Tennant.

“They speak the language and understand the pitfalls of having the wrong solution. Conversely, the most difficult ones are those who know everything about a particular subject, but, in reality, they don’t have a clue. This can be a new tradesman as well as a homeowner. Having patience and learning to ask the right question (sometimes in multiple ways) is the way I get to a solution here. A genuine smile and a positive

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MARKET WATCH

people can be very crafty, and the type of person you want behind the counter isn’t someone who’s always on the lookout for being conned. No, you want a friendly, outgoing person who wants to help out a customer.”

With that said, qualifying customers takes on a dual meaning, one that not only determines how customers expect to use the equipment, but also how likely they are to honor their commitment to pay for equipment, return it in good condition, or return it at all.

ILLINOIS: PROBING QUESTIONS CAN HELP THE CUSTOMER “One of the first things we do when customers come in is find out if they are knowledgeable about the equipment and the application,” said Phil Stumme, president of A to Z Rentals in Elgin, IL. “In most cases they know what they want and how to use it.

A to Z Rentals was started by Stumme’s father in 1954. Phil joined the company full time in 1987. “Like any business, operating a general rental store can be challenging,” noted Stumme. “But it’s very gratifying, too, when you know you’ve helped a customer solve a problem.”

Like most industries, the rental business is ever changing, he added.

“Thirty years ago, contractors made up 75 percent of our rental sales. Today, homeowners account for 75 percent of the sales. A quarter of that comes from renting party goods.”

He explained that mega developers have since replaced their smaller counterparts in the marketplace. They rely less on smaller contractors and more on long-established relationships with larger entities who own their own equipment.

“Don’t’ get me wrong. We still have small contractors as customers.

Typically, they are relatively new in the

“Thirty years ago, contractors made up 75 percent of our rental sales.

now with 18 branch locations throughout the Northwest. The company primarily caters to the non-residential construction market and industrial customers in both Washington and Oregon.

“Ninetyfive percent of our customers are repeat customers,” noted company president Bob Kendall, who has been with Star Rentals for 33 years. “Even though we’re familiar with them and vice versa, we still qualify them. Once we know what equipment they’re looking for, we inquire about the application, terrain, unusual aspects of the project, and so forth. I call it asking the right questions, and it’s important to make sure they have the appropriate equipment for the job and the equipment is being used safely as intended by the manufacturer.”

Kendall started working for Hertz in 1977 right out of college, and stayed there five years before joining Star Rentals. After nearly 40 years in the industry, he knows that one cannot just assume that customers, even veteran repeat customers, know the exact piece of equipment they need.

He’s also plugged into the economy and the marketplace. “Right now, the population is continuing to expand in Washington and most of the expansion is in the Seattle area,” he remarked.

“Times are good in high tech, aerospace and biomedical, among other industries, for the moment. There’s a lot going on and we expect a good year for our company but feel we are late in the economic cycle and anticipate peaking in early 2017.” ■

Today, homeowners account for 75 percent of the sales.

“Occasionally, however, the piece of equipment they want won’t get the job done and that’s where the upfront questioning can be very beneficial to them.” He gives this example: A customer wants to unclog a drain and asks to rent a 2-inch capacity, hand-held drain cleaner. After asking a few questions about the stoppage, the counter person determines the clog isn’t in the floor drain, but is in the main line instead. He encourages the customer to rent a larger unit that will get the job done. Yes, the unit is more costly to rent but ultimately the customer will be happy with the results.

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business and are unable to purchase equipment, so they rent,” said Stumme.

That, too, will likely evolve over time, but new or old, homeowner or contractor, having satisfied customers depends on them leaving your store with the right equipment. That’s where a few probing questions are worth your time and effort.

WASHINGTON: EVEN REPEAT CUSTOMERS NEED TO BE QUALIFIED Kent, Washington-based Star Rentals has been in business 56 years,

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6/1/16 2:09 PM

BIG OR SMALL, POWER FOR EVERY JOB

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6/1/16 2:09 PM

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• Provides 66 ft. of working height, 36 ft. 7 in. of horizontal outreach and 24 ft. 3 in. of up-and-over clearance • Standard 5-ft. jib offers 70° up and 65° down range of motion and a 160° platform rotation

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The 650 articulated loader is powered by a 64.4-hp Yanmar Tier 4 Final engine with diesel particulate filter, while the 750 comes with a 74.3-hp Deutz Tier 4 Final engine utilizing a diesel oxidation catalyst.

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• 6- or 8-ft. platform offers a 500-lb. capacity, side entry swing gate and front sliding midrail entry as standard

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No matter the challenge your contractor customers face, Vermeer has the equipment to help master it — from trenching to chipping to digging and more. With a variety of productive and easy-to-use Vermeer machines in your fleet, you’ll be the go-to rental yard. So when your contractor customers come back looking for equipment to tackle their next challenge, you can tell them, “Yeah, we’ve got that.”

VISIT VERMEER.COM OR YOUR LOCAL DEALER FOR MORE INFORMATION.

Search: 10075117 Vermeer, the Vermeer logo and Equipped to Do More are trademarks of Vermeer Manufacturing Company in the U.S. and/or other countries. © 2016 Vermeer Corporation. All Rights Reserved.

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6/1/16 2:15 PM

NEW PRODCUTS • NEW PRODCUTS • NEW PRODCUTS • NEW PRODCUTS • NEW PRODCUTS

 Briggs & Stratton Vanguard Big Block EFI Engine

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• EFI technology available in 33-, 35- and 37-gross-hp Big Block horizontal shaft models • Three diagnostics options Search: 12208811

 Ditch Witch SK850 Mini Skid Steer PLUS

To improve jobsite productivity for landscapers and renters, the Ditch Witch SK850 mini skid steer PLUS enhances operating capacity to 1,062-lbs. With its 37-hp (27.6 kW) Tier 4 Yanmar diesel engine, the machine delivers more power to the attachment to help operators increase performance of dozens of attachments for a wide range of tasks, including landscaping, plumbing and installing underground utility.

• Equipped to lift heavier objects on the jobsite for improved versatility and performance • Belt-free design and low-maintenance track-tensioning system maximize uptime • 74-in2 (188-cm2) operator platform • Ergonomic dual-lever ground drive controls • Optional single-lever joystick Search: 12211279

 Gen-Eye Prism Video Inspection System

The new Gen-Eye Prism video inspection system from General Pipe Cleaners lets you use a tablet or Smartphone to monitor your inspection work – and record it - no need to pay extra for a monitor or recording device. A Wi-Fi transmitter inside the Prism sends video to your designated device – up to 500 ft away.

• Weighs 3 lbs. and can be mounted securely on any Gen-Eye GL or POD reel • Expandable cradle on top of the unit safely supports a standard size tablet – and easily adjusts for optimal viewing • On-screen distance counter to track how much push rod remains in the line Search: 12211268

Search: 10073697

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6/1/16 2:15 PM

When NO!...is a good thing.

Skyjack has consistently approached the issue of emission compliance with the knowledge that rental rates don’t just go up with emissions standards cost increases. The all new Skyjack TH range is engineered to require NO diesel particulate filter (DPF), NO diesel exhaust fluid (DEF), NO additional engine and exhaust sensors, NO complicated engine programming and computer logic, NO selective catalytic reduction (SCR) and NO other active exhaust after treatment on standard engines for Tier IV Final.

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6/1/16 2:15 PM

RENTERS’ REVIEW

OF TWO RENTALS

DIYers take on home projects and report on their rental experiences, highlighting the need to go back to basics for a good impression 24

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6/2/16 11:13 AM

It’s always an adventure when Rental staff members set out to rent equipment and use it for their home projects. Sometimes things go well, and sometimes they don’t.

Either way, it’s always an enlightening look at what customers go through when they visit a rental center. This year, we offer you a tale of two rentals.

Read on to find out what lessons can be learned from each.

Editor survives post hole digger rental,

DESPITE WARNINGS B y J e n ny L e s c o h i e r, e d i t o r

I

of duct tape which had been covering the gas cap. With the duct tape removed, you could easily see several cracks in the warped and deteriorated cap. I should note this is the second year in a row I’ve rented a machine with a seriously leaking gas cap. Last year, the leak was bad enough during equipment operation that we had to stop using the machine and send it back. I began to worry about what would happen this time.

tents and equipment on display in what put the word out to friends and appears to be good condition. neighbors that I was looking for The employee behind the counter a project that required rented greeted me with a smile and when I told equipment. My friend Kayla told him I had a post hole digger reserved, The moment of truth me she and her husband wanthe got to work on the contract. He The next morning, I delivered the ed to build a playset in their backyard didn’t spend too much time explaining machine to Kayla’s house. She and her and needed a post hole digger to get the terms of the rental, but I was told husband, Nick, had clearly marked six started. Perfect, I thought. I’ve heard to bring the machine back with a full spots where they aimed to dig 4-foot these machines are a beast to operate. gas tank or there would be an additiondeep holes for the main posts to the It should make a good story. al $12 charge. playset which would surround a tree in It’s always my goal to find a the backyard. They had called new rental source every year. It’s Diggers Hotline, so we “…this is the second year in a challenging, considering I live in knew we were clear a small town with a fair amount row I’ve rented a machine with a of any underground of distance to bigger metropoliutilities. .” tan areas.

Nick was my digI Googled equipment rentging partner for the al and found a company I’d Up o n h a v i n g t h e day. I was clearly getnever rented from before and spoke to machine loaded into my ting the better end of the a helpful employee who said they had car, I could see it had been deal, as there’s quite a two post hole diggers available and one around the block a time size difference between would be available that Saturday when or two. It was literally held us. He’s about six feet tall I needed it. The price I was quoted was together with duct tape in and muscular, whereas $70 for a one-day rental, plus $8 for an a couple of places.

I’m five feet two inches 8-inch bit. The 18-inch extension piece On the way home, the and scrappy. was included. Fair enough. I reserved smell of gasoline began Gas caps are inexpensive Nick got the machine the machine and looked forward to seeto fill my car. I wasn’t and easy to replace, so why started without too much are so many in bad shape? ing what it could do. too concerned at first, trouble, we each held a but when I arrived, I disset of handlebars, and Not again… covered the machine had leaked a fair flipped the switch. The auger bit began The store I rented from is very amount of gas into the trunk. to rotate as it slowly descended a few inviting from the road. It has excellent Dismayed, I grabbed hold of the inches into the ground. I was almost a signage and the building looks to be in machine to remove it from my car and little disappointed at the relative ease very good shape. Outside, you can see my hand came away with a slimy piece of operation, based on what I had been

seriously leaking gas cap

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RENTERS’ REVIEW warned against. I had to fully brace myself while the auger was rotating, and there was a fair amount of vibration and so on, but it was going just fine… until it wasn’t.

After a minute or two of operation, and only a few inches of depth achieved, we hit a tree root, and then another… and another. This pattern repeated itself throughout the process. At times, we made good progress, but there was always a root in the way. Some were small enough for the machine to chew through, others were discovered to be several inches in diameter. There was nothing to do in those cases except hack away at the root with a saw before going any further.

Nick had wanted to get below the frost line to ensure solid footing for the playset, but with so many roots in the way, we began to realize we might only get to a 3-foot depth, and some of the

The rented post hole digger was put to the test by some thick tree roots, but ultimately did its job to our satisfaction.

holes had to be fully relocated due to huge roots. Eventually though, the holes were ready for the 18-in. extension.

After installing the extension, the machine was taller than me, which was somewhat comical, but once we muscled the unit into one of the 3-foot holes, it became manageable again. With the extension, the unit was much longer and more unwieldy to use, and after a few minutes, I simply could not manage it. Due to my height disadvantage, I couldn’t get enough leverage to pull or push the machine up out of the hole. So Kayla, who is several inches taller than me, took over. In the end, the three of us

Bad gas With the work completed, it was time to return the machine. We loaded it back into my car with care, realizing full well it would continue to leak. I should note we didn’t notice any leaking during

complete source for

lity ! qua ols 2 of to ars ade 01 ye n m 130 rica - 2

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Your

got the holes dug pretty close to a fourfoot depth.

Overall, my impression of using a post hole digger is that it’s a workout, but not quite the scary and dangerous experience I was warned against. That being said, I was working with a guy almost twice my size who was doing most of the heavy lifting. Sorry, Nick!

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6/2/16 11:13 AM

operation, which was a plus. Still, I had no intention of refilling the gas tank.

When I arrived at the rental center, I explained the leak and told the counter employees I chose not to refill the gas tank because I knew it would leak in my car, as it had on the trip home. I asked if they could waive the gas charge as a result. The employees agreed, and then talked among themselves about how both of the post hole diggers in their inventory have leaking gas caps.

Moral of the story Overall, this was a successful rental. The company had the equipment I needed, employees were friendly and courteous, and the machine got the job done. The condition of the equipment, however, did not instill confidence and the leaking gas cap was problematic.

It was clear from the condition of the

cap it had been leaking for quite some time, yet whoever inspects this equipment attempted to seal the cracks with duct tape instead of simply getting a new gas cap. A quick Google search reveals these can be found for a few dollars from a number of sources online.

in the machine was compromised when I saw the duct tape, and was seriously tested when it leaked gas in my car.

This won’t stop me from renting from this company again, but I’m certain there are customers who would have been put off. In that same vein, there are likely customers who would have demanded some sort of makeAnd a few bad reviews good due to the mess left in their car. At the end of the day, can definitely put a it’s important to ensure all of . your equipment – not just the big-ticket items like tents and We all know maintenance is a top backhoes – are in tip top shape because priority, as equipment uptime is crucial. it leaves a lasting impression. Whether In this case, I can’t say there was any it’s a first-time customer or a loyal one, downtime as a result of the duct tape keep in mind today’s consumers aren’t holding the unit together. This is more afraid to go public with their reviews of of a lesson about the customer’s peryour equipment and service. And a few ception. The post hole digger I rented bad reviews can definitely put a dent in worked fine, but I admit my confidence your bottom line.

dent in your bottom line

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RENTERS REVIEW

WEEKEND WARRIOR seeks pressure washer

Y

By Eric Servais, publisher

ou know that 4-foot wooden picket fence that is ubiquitous in suburbia? Some are gorgeously stained and really accent the yard. Others are left to slowly fade from their natural colors but are still well kept and flawless. And then there are those that are flat out neglected. Caked in lichen, they look like they should be keeping the kids off the lawn of an abandoned home. Guess which one was mine. In addition to the deck needing a deep clean before staining and a house with a couple of patches in need of a good scrub, I decided to rent a pressure washer.

I gave two businesses a shot at my rental, a national chain and a regional outfit. First up was the national where I was able to track down the location information easily enough online, but not any tool or equipment inventory specific to that branch. So I called and spoke to a pleasant gal who, after listening to what I needed, suggested a suitable unit. She quoted a rate and explained how weekend rentals work.

I would have to pick it up before they closed on Friday. Understood. I could have it all weekend but it would need to be back first thing Monday to be considered a one-day rental. Got it. I could have it all weekend but not use it for more than eight hours. Wait, what? She chatted on about the meter and how up to eight hours was a day’s rental. I knew what I had in store for my weekend and this pricing structure immediately doubled my rental cost.

Make it or break it with weekend hours After looking over the website of the regional player, I found a couple of units

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that I felt would work well. A no-nonsense fella took my call, listened to my needs and suggested a 2,600 PSI unit.

With clipped efficiency he quoted a rate (lower than the national) and gave me pick up options (which include Saturday morning). In fact, he delivered every bit of relevant information - without a word wasted - and I knew all I needed to know in just couple of minutes. Most importantly, there was no metered rate and he seemed somewhat annoyed that I wasted the time to ask. His response implied that if there was a metered rate, he would have already let me know. Fair enough. This was a no-brainer and I reserved the unit immediately.

As it turned out, the pick-up flexibility proved crucial. While I had every intention of getting there Friday before close, life simply prevented me from

The pressure washer made such a difference in Eric’s deck and fence that neighbors asked where he rented it.

cranked through the line with direct questions and crisp movements. I recognized his style immediately - my reservation guy.

I could see his game and was ready with all of my information as I stepped up to the counter. He fired the questions off rapidly and I had fast answers.

After the basics were sorted he asked if I wanted the insurance waiver to cover any accidental damage. I paused (not something you do in this guy’s line) and asked how it differed from the standard coverage. He slowly lifted his

“I’ll

go back to this business again, no question. Many use them as their primary rental partner, despite there being multiple options in the area.” doing so. By life I mean being unable to extricate myself from IKEA in a timely fashion. (Hey, that newly washed and stained deck was going to need some patio furniture.)

The store opened at 8 a.m. on Saturday and I pulled into the parking lot at 8:02, but I was still fourth in line. There were two gents working the counter. The first wasn’t showing any real urgency and was working with the same customer the entire time I was in the shop – to the point where the customer grabbed a stool. The second was ruthlessly efficient. He didn’t spend much time with pleasantries and

head and deadpanned, “It covers any accidental damage.” As it was only $6, there seemed to be no downside and I recovered my pace. The rest of our dealings were quick and as I stepped from the counter with my contract, he was already starting to help the next (of eight) people now in line behind me.

If the counter guy was a bit curt, the yard guy was the opposite. Despite his being very busy with steady arrivals into the yard, I never felt rushed and he had a very conversational demeanor. He was waiting for me in front of the building I had been directed to, pressure washer at the ready. He asked if I had ever used a

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6/2/16 11:13 AM

pressure washer before. Of course I had but I admitted it had been some time.

Within seconds he showed me the gas lever, choke, kill switch, etc. and emphasized that the water needed to be on first or I’d burn up the pump in no time.

I really appreciated this information as I had no desire to test my $6 of coverage. He helped me load the machine up and I was on my way.

leaks at the attachment point, no cracks on the rubber, and I had a full line of nozzle tips to choose from. This unit was absolutely perfect for my needs and I have already recommended it to my neighbor who was impressed with my yard’s transition.

I’ll go back to this business again,

no question. As their steady business can attest to, the secret is out and many use them as their primary rental partner, despite there being multiple options in the area. The only concern is that this business might be too busy to get me in and out quickly, but I have faith that they can keep that line moving. ■

Positive results leave lasting impression The unit was an older Simpson with a Honda GX200 engine. It started on the first pull – every time – and hummed along like a champ. I was working by 9:30 a.m. and stood behind that wand for 18 hours over the next two days. My hands still tingle when I think about it. The deck was first and it shined up beautifully. The siding was next and everywhere I cleaned now looks new. The fence was the real job and the results were the most dramatic. From sparkling house to fresh cedar fence, I cannot overstate how much my curb appeal improved. As the sun set on Sunday, the only thing that looked worse for the wear was me - soaking wet, caked in dirt and feeling like someone had just spent two days hitting me with a 2x4. I’d do it again in a heartbeat.

The biggest takeaway here is where my business went and why. I understand the national rental chain I approached caters primarily to contractors, but it would not have been difficult to earn my business. You could say that it isn’t cost effective for them to be open on a Saturday morning and cater to the DIY crowd, but the regional shop I rented from was packed with both homeowners and plenty of contractors. With the phone ringing off the hook like it was – and it rang nonstop while I was waiting - I actually wondered why they didn’t have another person up front.

The equipment, while a bit older, was tip top. The engine was clearly well maintained, everything tight and tidy, with a snug gas cap. The hose had no

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READY FOR RENTAL Husqvarna’s line of small grinders and vacuums are perfect for the rental industry. The PG 450, PG 400 and PG 280 grinders as well as the DC 3000 and DC 1400 vacuums were created not only for the professional user, but also for the do-ityourself homeowner. They are durable, flexible and easy to use thanks to great new features!

Features such as a chassis/frame that can be separated from the grinding head and folded to create two separate pieces that easily fit into the trunk of most vehicles. A self-adjusting floating cover as well as the fixed speed make it easy to use. To learn more, scan the QR code to watch a video on the machines or call your HusqvarnaCP rep!

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facebook.com/husqvarnaconstruction Copyright © 2016 Husqvarna AB (publ.). All rights reserved. Husqvarna is a registered trademark of Husqvarna AB (publ.).

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EARTHMOVING EQUIPMENT B y J e n ny L e s c o h i e r, e d i t o r

Today’s TRENCHER TRENDS Tracked machines are on the rise, offering numerous benefits to equipment owners and operators

W

alk-behind t re nche rs are no one’s favorite machine to use, but they do serve an important purpose for your customers and your inventory. These machines have seen many technological improvements over the years and we asked leading manufacturers to tell us what’s new.

RENTAL: What are some general trends in walk-behind trencher design?

ANDREW SCHUERMANN, product manager for trenchers and compact utility equipment, Ditch Witch: Tracked trenchers are a newer trend in walk-behind trencher design.

Ten years ago, all walk-behind trenchers were designed with rubber tires. Today, the market is trending toward rubber tracks versus rubber tires. Tracks offer the operator improved flotation over rubber tires, and provide the guarantee of no flats on a job. For customers wanting a lower upfront cost on their walk-behind trencher, however, there is still a market for rubber-tire machines.

With this market trend in mind, the new Ditch Witch CX-Series walkbehind trenchers are designed with rubber tracks. The machines have a longer track on the right and a shorter track

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Ditch Witch’s CX-Series has a patent-pending short track/long track design the company says promotes greater maneuverability and balance for maximum production.

on the left, providing more balance, ground-traction and maneuverability in tight spaces – a patent-pending design.

This track design also helps center the digging attachment for improved productivity on the jobsite.

TIM PHELPS, product/sales manager at Barreto Manufacturing: Tracked machines with steering capabilities are one of the main trends we see. Hydraulic steering, or skid-steer type steering, is improving the operator experience with walk-behind trenchers.

It’s such a trend, you might think the industry is trying to forget about the old-style wheeled trenchers, but we believe there’s still a place for those too.

Tracks offer many benefits, but they accommodate the deeper dig depths more so than the smaller ones. There are times when a customer doesn’t need all the features that a tracked trencher provides, so we’ve grown in both directions. We offer our new RTK and TKD tracked models on the larger end, and our line also goes down to our 9-hp 912 and the 7-hp 712 MT on the smaller side. These wheeled units are easier

to transport and are generally more compact, so they make more sense for smaller, simpler jobs.

And for customers with jobs like that, the biggest benefit is the price. A small wheeled machine costs a lot less than a tracked machine, so it will rent for a lot less too.

MATT HUTCHINSON, product manager, tree, rental and landscape, Vermeer: Walk-behind trenchers are predominantly sold into the rental market. Uptime of the machine and the ability to turn the unit quickly between jobs is crucial in maximizing the profitability of a small trencher, especially since they are dedicated to one task, and their use may be limited by seasonality based on the region in which they are sold. With that in mind, serviceability is a critical design goal for walk-behind trenchers. The ability to perform daily service checks — without the use of tools or having to remove shields — helps ensure that machines are being checked more frequently.

Having accessible and well-identified grease points also helps with proper

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6/2/16 11:50 AM

Tiny titans. Big profits.

Versatile and highly efficient, G-Series Compact Excavators can work almost anywhere, anytime. They’re easily trailered behind a pickup, and reducedtail-swing configurations make them perfect for a variety of jobs, especially close-quarters work. Their simple, durable designs feature proven Yanmar engines. And hinged steel doors, side-by-side coolers and spin-on filters for accessible service checks enable fast make-readies for the next rental.

Visit your local John Deere dealer today and see why adding the G-Series to your fleet will bring in big profits. Again. And Again.

JohnDeere.com/RentalSales Search: 10073483

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EARTHMOVING EQUIPMENT

RENTAL: What is being done to make walk-behind trenchers easier to use?

PHELPS, BARRETO: On the larger, tracked machines you have hydraulic steering to make them more maneuverable. To make our smaller machines easier to use, we incorporate a hydraulic system that makes them automatic.

Once the operator has the boom down to depth, they just pull both the chain lever to start the chain, and then

another lever to start the wheels. The machine, through its hydraulics, automatically adjusts the wheel speed to the load on the digging chain so the operator doesn’t have to be conscious of how fast they’re trenching. This makes it much easier to use.

This load-sensing hydraulic valve feature is unique to Barreto and it’s only found on our 712 MT trencher. Without it, the operator would have to adjust the wheel speed or travel speed; they’d have to be constantly making adjustments according to what’s happening in the ground. This can be hard to understand and frustrating for novice users.

On our tracked trenchers, we’ve

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redesigned the controls to make them easier to understand and operate. Fewer levers is the key. To achieve this, we’ve moved away from a cable actuated system to direct rod linkage. Eliminating the cables and going to rods allowed us to eliminate a clutch lever. Now the chain is engaged with just one hand, the same hand used for forward and reverse controls.

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machine maintenance. Walk-behind trenchers are predominately powered by hydraulics, eliminating belts and mechanical drive components that wear and need adjustment over time.

Hydraulic systems have proven to be more reliable and have a lower total cost of ownership.

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Quality Aftermarket Parts for Lift Equipment

Quality Aftermarket Parts for the Aerial Industry

Precision Components offers aerial lift replacement parts for JLG®, Genie®, Skyjack™ and Snorkel equipment.

With an assortment of the most commonly used replacement parts in the aerial lift industry in stock, including platforms, railings, ladders, hoods, tires and many more items, Precision Components is your quality aerial lift replacement part leader. You can count on getting the best service, delivery and pricing in the industry. Most orders ship the same day.

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EARTHMOVING EQUIPMENT The old system used six cables to drive the tracks. Now we do that with two rods. It simplifies the machine for the better.

HUTCHINSON, VERMEER: Along with the hydraulic trencher drive, Vermeer utilizes a hydrostatic ground drive system in all of its [tracked] walkbehind units. This gives us the ability to incorporate steering into the units.

Vermeer walk-behind trenchers use our patented VZ-Steer system, which allows you to intuitively steer the machine to

controls, providing the operator with a responsive machine that is easy to use, even when operating for long hours on the job.

RENTAL: What features contribute to greater durability?

HUTCHINSON, VERMEER: We are continually assessing the wear items on walk-behind trenchers and finding better seals and bearings to stand up to the various soil conditions. We

Barreto’s new RTK Stand-On Trencher features a fixed platform to promote greater operator control and visibility.

and from the work site, and guide the machine while trenching. Your hands are guiding the machine, while they remain comfortably on the control arms, rather than constantly manipulating ground-drive levers, which may cause fatigue over an extended period of time.

Additionally, the track-drive system has several benefits including flotation, meaning you can use the machine in ground conditions where rubber-tire machines may sink or lose traction.

Tracks also provide the ability to cross existing trenches more easily when installing an irrigation grid or drainage system.

SCHUERMANN, DITCH WITCH: Intuitive, easy touch controls have been incorporated into the design of our machines to make them easy to use.

Our new machines offer ergonomic

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also look at chain and sprocket design and configuration to ensure we have a long-lasting, smooth-operating cutter system. The move from tires to tracks also eliminates flat tires.

SCHUERMANN, DITCH WITCH: To make walk-behind trenchers more durable, hydraulic circuits are being simplified and designed to be reliable.

The C- and CX-Series trenchers utilize simple hydraulic systems. They also use reliable gear pumps and proven motors to power the trencher smoothly and consistently every day.

PHELPS, BARRETO: We’re always looking for ways to make machines more durable. We listen to our customers and absorb their feedback and we make a lot of minor changes and tweaks as a result.

I was at a customer location where the customer pointed to a pin that goes

through the front of the trencher, suggesting it’s an area where he’s seen some failures. He made a simple suggestion that we thought would work, so when we got back, our lead engineer implemented that change. That’s what we constantly do. If we get feedback and we think it’s a good idea, we go ahead and do it. Nothing is perfect. There are always little things you can do to make things better.

RENTAL: Are there any advancements intended to make machines simpler to maintain?

PHELPS, BARRETO: As a whole, walk-behind trenchers are easy to maintain, there are just a few things you need to do, but our philosophy is that we’re not just putting a product out there.

As we’re designing, we’re not above somebody giving us a solution to make something a little bit better. Most of the time, once one of these machines comes back from rental, you just need to pressure wash it, inspect it, grease it and get it ready for the next rental.

SCHUERMANN, DITCH WITCH: The C- and CX-Series trenchers do not have any grease zerks, making them easier to maintain and keep rentalready with less hassle and prep time.

Additionally, they offer high-quality, sealed bearings to keep the machines running day after day, without being dependent on an operator to grease it. The newly designed machines also provide easy access to all of the machine’s components. By simplifying routine maintenance and reducing downtime, rental stores and operators spend more time on the jobsite and less time in the shop.

HUTCHINSON, VERMEER: With the increased use of hydraulics, we are also optimizing the ability of the machine to cool the hydraulic fluid.

One way we do this is with the use of steel hydraulic lines. They offer more cooling efficiency and last longer than conventional hydraulic hoses.

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RENTAL: What unique features do your trenchers offer?

MATT HUTCHINSON, VERMEER: Vermeer walk-behind trenchers utilize our patented VZ-Steer system, which allows you to intuitively steer the machine to-and-from the work site, and guide the machine while trenching. We also incorporate an operator presence system that requires the operator to be in contact with machine while the trencher drive is running, and disables the machine from starting if the trencher is engaged.

SCHUERMANN, DITCH WITCH: As mentioned above, the Ditch Witch CX-Series trencher has a patent-pending, short track/long track design.

This unique orientation provides the operator with a short trencher that is maneuverable, and balanced for

maximum production. By having a shorter track on the auger side of the machine, the overall length of the machine remains short, allowing the trencher chain to perform its work in the middle of the machine and in between the tracks versus in front of the tracks for better productivity.

Additionally, the C- and CX-Series walk-behind trenchers utilize the new Ditch Witch 35K digging system or the new, exclusive OptiCut digging system – both specifically designed to work with the Ditch Witch trenchers for optimized performance in all soil conditions. The OptiCut system is an all-in-one chain design with maintenance-free teeth and 19,000 pounds of tensile strength.

PHELPS, BARRETO: For Barreto, one of the biggest things is the reliability of our hydraulic system. We do a good

job of matching hydraulic components to horsepower. Hydraulics run at a certain pressure, so we try to run our components safely below the maximum psi rating so they will last longer and won’t build up as much heat. With hydraulics, the lower the heat, the more efficient you are. When it gets too hot, hydraulic oil gets thin and works less efficiently.

We also run a lot of fluid, gallon wise, and on our bigger tracked trenchers we run that system through a hydraulic oil cooler. This keeps performance at its maximum and adds life to components.

Our machines are also heavier than others on the market. On average, they weigh 35 to 40 percent more than other brands. The weight comes from heavierduty construction and a greater volume of hydraulic fluid. This means track to ground contact is greater, which helps with machine stability. ■

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SPECIAL REPORT: Attachments

How to Create a

SUCCESSFUL ATTACHMENT RENTAL PROGRAM

Factors to consider as you develop or reevaluate your program so it can sustain your business over the long term

T

o be competitive, you need to squeeze more volume from your existing fleet, and a strong attachment rental program can help.

Derek Betcher, rental marketing manager, and Gregg Zupancic, product marketing manager for John Deere Construction & Forestry, answer questions about the importance of attachments for rental companies, factors to consider as you develop or reevaluate your current attachment program and how these programs can enable your business to be sustainable over the long term.

RENTAL: Why is a strong attachment rental program important?

BETCHER: In two words, it’s utilization and versatility. For rental companies to be financially successful they need strong utilization. They need the assets in their fleet to be out on rent as often as possible, providing value to their customers and generating a strong return.

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The attachment is then valuable because it gives rental companies another avenue to increase the versatility of any compact machine base unit, allowing more customers to do more work that a machine by itself would be poorly suited for.

ZUPANCIC: Part of that equation is the financial return. Rental companies can get a premium rate for a machine that’s more versatile, and can do more work or more difficult work in many different applications. For any type of job you might think of, there’s likely an attachment for it. There are buckets, hammers, thumbs, grapples, trenchers, breakers, forks, augers, rakes and stump grinders (to name a few) and even more that can transform compact machines into multi-functional equipment to meet the varying needs of rental customers.

RENTAL: How do attachments increase a machine’s versatility?

ZUPANCIC: It’s really quite simple – the attachment makes the machine

different and your opportunities are broadened by the piece you put on the front of it. Successful rental companies are the ones who can make these machines as productive as possible on as many different jobsites as possible.

I would say that 80 percent of all skid steers or compact track loaders are sold or rented into three broad categories: construction, landscape and agriculture. Each segment has opportunities to supplement the existing units in their fleets. Help your customers identify these opportunities. You can rent to more than just your typical contractor if you have a nice selection of popular attachments that are really focused on all of the diverse segments. Attachments will keep the machine more marketable and more rentable depending on the customer who walks through the door.

Even new customers offer an opportunity to build a relationship – one they might not be able to foster with a limited selection of attachments.

BETCHER: The way that you grow your business is to sell more to your existing customers or to sell to new

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customers, and in both cases, attachments can open up those doors. We have a saying in our department that “rental doesn’t create demand, rental fills demand.” The smart strategy is to evaluate customer needs in your markets and provide attachment solutions to meet those needs. Always ask yourself: “Can I get my hands on attachments

mini excavator, or a broom for cleaning up at the end of the day. The easiest example would be forks. Any skid steer operator handling bulk material with a standard bucket may be on a jobsite where they also have to offload palletized material, so you could ask “would you like forks with that?”

RENTAL: What type of financial return can rental companies expect with an attachment rental program in place?

BETCHER: Generally speaking, properly stocking attachments based

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Your rental business depends on reliable, tough, cost effective equipment to keep your customers happy and your balance sheet on track. that will help make my customers more productive and lead to rental growth?”

RENTAL: What are some tangible ways rental companies can strengthen or expand an existing attachment rental program?

ZUPANCIC: Every customer provides an opportunity to rent another machine or attachment. Maybe they only take advantage of an add-on 20 percent of the time, but having the inventory to show you are in the business of providing solutions, and reminding customers of the options available to them, helps you build a value relationship.

If you’re committed to stocking attachments and having machines that can run them, you need to be dedicated to selling them. You need to be ready help educate your customers. That is a service rental companies should always provide.

BETCHER: One strategy I like is the old “would you like fries with that?” approach. When you know your customers, their industry and all of the potential attachment needs on work sites, it can be an excellent upsell and customer service technique. It’s knowing to ask if they need a breaker for that

The Terex TLB840R backhoe is built from the ground up to enhance your return on investment from day one with: Extremely competitive pricing Lease payments as low as $715 a month including a five year full machine warranty* Parts direct from Terex* ROPS or Cab, Standard or Extendable dipper stick options Standard 4 wheel drive Contact your Terex Compact or Genie Regional Sales Manager for more information or visit us at terex.com/construction.

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SPECIAL REPORT: Attachments

on your market can be a low initial investment with a high return. Many attachments cost a fraction of what the base machine does, but you now have the ability to significantly increase your rate. The rental rate with a specialized attachment like a hydraulic breaker can be up to double the rate of a compact machine alone, which I’m sure, is very attractive to any rental company.

RENTAL: What are some of the most commonly rented attachments that rental companies should consider as part of their fleet?

ZUPANCIC: Must-have attachments include: • Forks • Buckets/Multipurpose buckets

• Augers & Trenchers • Hydraulic Hammers/Breakers • Grapples • Brooms Beyond this list, it all goes back to knowing your customer segment, niche businesses or applications they may work in and attachments they need to supplement their work. Popular niche attachments include: • Cold Planers • Rotary Cutters • Mulching Head • Snow blowers/Snow blades • Graders & Boxblades

RENTAL: What is one thing rental companies might not be thinking about when renting attachments?

BETCHER: Implementing strong inventory control procedures is a smart strategy rental professionals should always consider as part of their attachment program. Lost inventory is lost revenue.

ZUPANCIC: If you want to rent top-notch equipment, you need to be able to offer top-notch attachments and be prepared to service them.

That said, your rates must reflect your assets. Attachments often have a lot of ground engaging components, which translates to a lot of wear. It’s important to make sure you’re getting a rental rate that helps you replace the wear components. Whether it’s bristles on a broom, or teeth on a trencher, you want to be sure to factor in compensation for any wear or improper use of the attachment. ■

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SOFTWARE

inspHire Rental Management Software inspHire rental management software gives businesses control from start to finish, helping them to manage the rental, sales and service of their equipment. The system allows users to see at a glance what’s available, manage shortfalls through ultimate sub-rent functionality, plan the logistics of deliveries, collections and exchanges with Forward Planning and Daybook screens, improve intangible efficiencies with seamless accounting integration and make dynamic interactive reporting simple with business intelligence dashboards.

• Rental management solutions are scalable and deliver powerful tools to increase productivity, minimize admin costs and maximize equipment utilization • KPI Reporting, Dashboards, Mobile and Business Intelligence give everyone involved in the business access to information • Provided over 1,800 rental software solutions to rental companies around the world since 1997 Search: 12213496

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Baseplan Enterprise Baseplan Enterprise is specifically designed to meet the needs of the rental and equipment industry. From equipment maintenance to field service management, Baseplan Enterprise creates an unprecedented level of control over business processes and supply chain management in a fast and easy to use Microsoft Windows system.

• Complex company structures are catered for with the ability to consolidate financial reports • Any number of branches can be controlled, including time offsets for different time zones, branch profit and loss reporting, branch defaults, and inter-branch services such as equipment transfers • Detailed, role-based security methodology has been integrated to allow very granular security control; users only see menu options they can access, reports they can run and form functions they are permitted to use • Allows for user reports generated in Crystal or SQL Reporting Services to be integrated • Reports can be scheduled to automatically run at certain times of the day when integrated with SQL SSRS and SharePoint • Can be connected to other systems providing further integration; data can be exposed to external applications (security controlled), and the system can be connected to mobile data entry devices such as the in-vehicle terminal system Search: 11544015

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Call us today on (702) 410 8600 Find out more at www.baseplan.com

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SOFTWARE

InTempo Software Combines RentalMan, Enfinity and CounterPro InTempo Software builds customized solutions for local and regional rental operators across equipment, tool, event and specialty markets. Its business management solutions Enfinity, RentalMan and CounterPro have powered rental companies for decades, going beyond technology, with an expert customer support team and active user groups.

• User community includes hundreds of rental system users in the United States and Canada who manage single and multiple locations • Combines Solutions by Computer with a segment of Wynne Systems to offer three of the rental industry’s most prominent business management technologies – RentalMan, Enfinity and CounterPro – as desktop, mobile and cloud-based solutions

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TrakQuip from Corporate Services TrakQuip is an equipment rental software but can also benefit non-rental companies manage the utilization and maintenance of equipment.

• Allows the user to rent, sell and repair all in one program

• Enables exchange of data with “office” applications

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• Supported in Windows 2000 and higher • Available modules include Basic Rental Package, Fleet Maintenance, Repair, Batch Invoice, Accounts Receivable, Accounts Payable and Purchasing Search: 10082443

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NEVER STAND STILL Introducing the TIGER SHARK A towable, easy to maneuver hot water pressure washer with the power to keep the jobsite running clean.

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6/2/16 8:04 AM

INDUSTRY UPDATE

ARA FORECASTS 5.6% US RENTAL-REVENUE GROWTH IN 2016 The American Rental Association (ARA), which offers quarterly updates to its five-year forecast for equipment rental industry revenue to reflect more current economic factors, has released its second quarter outlook, which calls for continued revenue growth of 5.6 percent in 2016 and 4.9 percent in 2017 in the U.S. The numbers are slightly modified when compared to the first quarter forecast, but continue to tell a positive story about equipment rental’s future.

Total revenue in the U.S., including the three segments of the equipment rental industry — construction/industrial, general tool, and party and event — in 2016 is expected to reach a record $47.9 billion and climb to an unprecedented $55.6 billion in 2019.

Several factors pose potential risk to the industry’s growth, including unexpected government policy changes, oil price changes and more.

“The adjustments in our forecast reflect changes in the outlook for the entire economy. The fact that the equipment rental industry continues to have revenue growth more than double that of the U.S. economy as a whole underscores the positive aspects of this latest forecast by IHS,” says John McClelland, ARA vice president for government affairs and chief economist.

“The U.S. economy continues to expand. The wild card is that much of the global economy has failed to ignite. Sluggish growth from U.S. trading partners continues to weigh on oil prices, preserve the high value of the dollar and subdue business confidence in key industries,” says Scott Hazelton, managing partner, IHS Global Insight, Lexington, Mass., the respected global forecasting firm that compiles data and analyses for the ARA Rental Market Monitor.

“The lingering weakness in manufacturing and energy markets will limit rental revenue growth somewhat more than expected, but construction and home renovation remain strong. We have lowered the national growth rate by about 150 basis points, but the outlook remains fundamentally strong at about twice the growth rate of gross domestic product (GDP) in the U.S.,” Hazelton says.

Kubota to Purchase Great Plains Manufacturing

Kubota Corporation, Osaka, Japan, parent company to Kubota U.S.A., Inc., has entered into an agreement to purchase Great Plains Manufacturing, Inc., based in Salina, KS. Once final, the purchase will expand the company’s long-time partnership with Land Pride and will include all five Great Plains divisions with multiple facilities in Kansas and a manufacturing plant in Sleaford, England.

Since 2007, Kubota has worked closely with Land Pride to provide performance-matched implements to Kubota dealers and customers across the U.S. and Canada.

For the foreseeable future, all five Great Plains divisions will continue to operate as they have been with their infrastructure intact. “Once final, this acquisition is going to lead to great advancements for both businesses without being a significant change for our people,” emphasized Todd Stucke, senior vice president of sales, marketing and product support for Kubota.

IPAF

NO BANNERS ON SCISSOR LIFTS The International Powered Access Federation (IPAF) urges organizers and exhibitors at county/state fairs and local festivals not to attach banners to scissor lifts, as this could create a “sail board” effect which could cause it to turn over.

Scissor lifts are a safe way to perform temporary work at height when used properly by trained personnel. However, they are not designed to hold banners or advertisement

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boards. Some scissor lifts are designed for indoor use only at zero wind speed. Those designed for outdoor use may be at risk of being blown over in an elevated position when the maximum safe wind speed is exceeded.

“Scissors lifts are safe, but improper use of this equipment can make them very dangerous,” said Andy Studdert, IPAF president, and chairman & CEO of NES Rentals. “A machine with a banner attached to it could get blown over even in modest winds. Aerial lifts are not toys for joy rides or hanging banners and displays.”

More information is available at www.ipaf.org and www.ipaf.com

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6/2/16 11:57 AM

GIVE YOUR RENTAL BUSINESS

A BOOST WITH PROPANE. CUT COSTS AND INCREASE PROFITS WITH MOBILE GENERATORS AND OTHER EQUIPMENT. Boost your rental business proďŹ tability by adding propane-powered rental equipment to your lineup. There are more types of propane-powered equipment than ever before, and an increasing number of rental customers are asking for the performance that only propane can provide. This environmentally-friendly fuel is cleaner than diesel or gasoline and can be used indoors and out. Plus, propane is produced right here in the U.S.A. Learn more about propane-powered scissor lifts, forklifts, heaters, mobile and portable generators, light towers, and the growing list of additional propane-powered equipment at PropaneOnTheJob.com.

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INDUSTRY UPDATE

NEW PREVENTIVE MAINTENANCE PROTOCOL for Genie Scissor Lifts and Telehandlers

Maintenance time and costs are reduced with a new consolidated maintenance protocol for all Genie GS-scissor lift models and Genie GTH-telehandler models in North America. Following updated procedures and simplified intervals, the new Genie maintenance instructions provide rental store owners the flexibility needed to keep their equipment on rent longer while making routine tasks a priority.

“With rental equipment constantly going out and coming in, the streamlined maintenance procedures reduce the number of visits a Genie scissor lift or telehandler needs to make to the shop for preventive care. Less time in the shop translates to more time out on rent, lowering our customers’ total cost of ownership and driving a higher rental return on invested capital (rROIC).” says Karen Stash, Genie senior director, Global Product Management and Marketing, Terex Aerial Work Platforms (AWP).

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Terex Corp. reported that discussions with Chinese equipment maker Zoomlion Heavy Industry regarding the purchase of Terex have been terminated. Terex also said sale of its Material Handling and Port Solutions business (MHPS) to Konecranes for approximately $1.3 billion will proceed.

“Unfortunately, after many months of discussions, Zoomlion was unable to provide a fully financed, binding proposal for the purchase of Terex with or without MHPS,” said David Sachs, chairman of the Terex board.

“The sale of the MHPS business to Konecranes will now proceed,” said John L. Garrison, Terex president and CEO. “The proceeds will significantly reduce Terex’s debt levels and improve our balance sheet, providing us with the ability to buy back shares and invest in our remaining businesses.”

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October 11, 2016

ACCESS, LIFT & HANDLERS

CONFERENCE &AWARDS2016

Miami Marriott Biscayne Bay

Learn, debate, network and celebrate at the key North American access event CONFIRMED SPEAKERS KEYNOTE SPEAKER Larry Silber CEO, HERC Dale Asplund CIO, United Rentals

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SUBMIT YOUR AWARDS ENTRY

Chad Hislop Director of Engineering, Genie

AWARDS SUBMISSIONS MUST BE RECEIVED BY FRIDAY JULY 31, 2016 TO DOWNLOAD AWARDS ENTRY FORMS OR FOR MORE INFORMATION VISIT OUR WEBSITE

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Tony Groat North American Manager, International Powered Access Federation (IPAF) Michael Crouch President/COO, ACME Lift Co

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INDUSTRY UPDATE

SUNBELT RENTALS TO SPEND $8 MILLION ON YORK COUNTY, SC HEADQUARTERS EXPANSION Sunbelt Rentals announced it is investing $8 million to expand its Fort Mill headquarters in York County, SC. The company has more than 550 locations in North America, making it one of the nation’s largest equipment rental suppliers. The company supplies general construction equipment; industrial tools; scaffolding; remediation and restoration equipment; heating, ventilating and air conditioning (HVAC equipment); pumps and power generation equipment.

In Fort Mill, SC, the company is located at 2341 Deerfield Drive.

Search: 10074668

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The decision came just a day after the York County Council rejected a temporary freeze on residential growth in booming Fort Mill Township. Many in the business community, and York County Council chairman Britt Blackwell, have said a freeze would create a “negative business climate image” for York County.

“We are thrilled to have one of the largest equipment rental companies in North America expand their operations here in York County,” Blackwell said in a statement. “Sunbelt Rentals’ decision to continue to invest in our county makes us proud. We are

excited about the significant job opportunities this announcement will provide for our community.”

Brendan Horgan, Sunbelt CEO, said in a statement, “We are thrilled to continue our investment in the county and state of South Carolina with our expansion project and very much appreciate all the support we have received.”

Gov. Nikki Haley lauded the decision Sunbelt made to choose South Carolina.

“It’s always exciting when a company like Sunbelt Rentals can choose to invest and expand anywhere in the country and they decide to do it right here in South Carolina,” Haley said in a written release. “The fact that Sunbelt has decided to invest more than $8 million in York County is a huge win for the people of our state and is a real reason to celebrate across South Carolina.”

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ADVERTISER’S INDEX ADVERTISER

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Albany Tractor Co.....................39* Allmand Brothers Inc..................15 Barreto Manufacturing Inc...........9 Baseplan......................................41 Bobcat............................................7 Brunner & Lay, Inc.......................26 Corporate Services L.L.C.............42 Curry Supply Company...............27 Ditch Witch, The Charles Machine Works Inc......................52 Ebac Systems...............................49 EDCO Equipment Development Co.........................46 EZ Oil Drain..................................32 E-Z Trench....................................38

ADVERTISER

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Generac Power Systems.............19 General Pipe Cleaners.................11 Ground Hog.................................35 Hercules Sealing Products..........46 Husqvarna Construction Products.......................................29 inspHire Software.......................40 InTempo Software.......................42 JCB Inc.........................................2-3 JLG Industries Inc........................17 John Deere Construction Equip.....................31 Karcher North America...............43 KHL Group...................................47 Kohler Company...........................5

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EYE ON RENTAL

By Dick Detmer

Are You QUALIFYING Your Customers?

Ask the right questions to ensure your customers get the equipment they need and are able to use it properly for maximum productivity

Y

ou want each customer to have a successful rental experience with every item they rent, but even if a rental item is in perfect operating condition, without qualifying the potential renter, it’s possible there could be serious problems. Is your company doing all it can to ensure customers are able to operate the equipment they rent? Here are a few ideas to consider: Train employees that asking questions is a critical part of the qualification process.

Just asking “yes” and “no” response questions (such as “have you used one of these before?”) is not enough.

Employees should be trying to discover the “who, what, where, when and why” types of information.

Train employees not to assume that the customer is able to use the equipment. Sometimes customers ask for the items they wish to rent in such a confident manner they lead you to believe they’re experienced and capable. At times, they are not.

Ensure your employees are properly trained in “equipment operation” for your entire inventory.

Some well-meaning homeowner/doit-yourself customers are unaware of the physical strength needed to operate

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certain rental items. Undertrained employees are not going to have the equipment operation knowledge to make the judgement call of when not to rent certain rental items to a customer. Remember, there is no such thing as common sense – everything must be learned.

Be certain employees also receive proper “equipment application” training. I know a rental business owner whose employee was confident the customer could use a chain saw, but failed to ask what the customer was cutting. The customer used it to cut a chain link fence and readily admitted it upon return. Of course, the chain saw was severely damaged and the customer was lucky he didn’t injure himself. Remember to train employees that not only should they be qualifying the customer’s ability to use the equipment but also they should be finding out if the equipment is a good match for the customer’s project.

The opportunity to discover whether a customer is likely to be able to use your equipment properly is often during or after instructions are given. In addition to giving each customer verbal instructions and a

demonstration, have the customer show you they can operate the item, if possible. Of course, if they have rented the item from your company previously, “testing” the customer’s ability might not be necessary. But, it’s always better to be safe than sorry.

Make qualification training universal. It’s not good enough to have just one or two employees who possess the skill to qualify customers. All who have dealings with customers need to be trained. This includes counter personnel who assist rental customers by phone and in person, those who help customers with instructions, employees who help load the equipment customers are renting, those who deliver equipment for operators in the field, etc.

Make employees comfortable.

Great rental companies are focused on saying “yes” to customers. But, make it “okay” to decline the occasional rental when renting would likely cause a problem. Remind employees that renting to unqualified customers can ruin equipment, cause unsatisfied customers and can be very dangerous.

Certainly, customers can make a mistake or forget instructions, so it’s not always the case that the problems arose because they were not qualified to be using the equipment. However, a major effort to try to rent to only those who are qualified will decrease profit-robbing expenses and enhance your company’s reputation. ■

Dick Detmer is a nationally recognized consultant, lecturer and writer with over 35 years of experience in the equipment rental industry.

For consulting, on-site employee training or to order his books, visit www. detmerconsulting.com. Dick can be contacted directly via his website, by emailing dick@detmerconsulting.com or by calling (309) 781-3451.

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