Anyone can rent out a tent. But can they make a customer feel like they’ve just gained a trusted adventure partner? That’s where you separate the order-takers from the experience-makers. Here’s how to deliver service so good, customers will plan trips just to work with you again.
The Human Touch That Wins Loyalty
1. Become Their Gear Whisperer
- Remember the nervous dad renting his first family camping kit? Next time, pre-pack his rental with marshmallow roasting sticks and a printed list of “3 Can’t-Miss Campfire Games”
- When a regular books kayaks, automatically include their preferred paddle type from last time (bonus points for a handwritten “The lake’s been calm this week!” note)
2. Answer Like Your Business Depends On It (Because It Does)
- Set up a dedicated adventure hotline with real humans answering 6am-10pm (because that’s when trip emergencies happen)
- Train staff to respond to “What tent should I get?” texts with 10-second Loom videos comparing options
Building a Team That Actually Cares
1. The 3-Question Hiring Test
- “What’s your most memorable outdoor mishap?” (looks for empathy)
- “How would you help a customer who’s clearly out of their depth?” (problem-solving)
- “Show me how you’d explain bear canister use to a 6-year-old” (communication skills)
2. Empowerment That Matters
- Every employee gets a $50/month “Make It Right” budget – no manager approval needed for small gestures
- Staff can upgrade gear on the spot if something’s not perfect (your $200 loss creates $10k in lifetime value)
The Follow-Up That Feels Like Friendship
Post-Trip Text Sequence That Works:
Day 1: “Hope the sunrise was worth the 4am wakeup! Need any gear cleaning tips?”
Day 3: “Saw your Instagram summit shot – epic! Next time ask us about our lightweight summit packs”
Day 30: “Your sleeping bag misses you. 20% off if you book within 48 hours”
Transforming Complaints Into Fanatics
The Apology That Actually Lands
Instead of: “We’re sorry your tent pole broke”
Try: “We just tested all our poles – yours was a fluke. Here’s a credit for your next rental, and we’ve added a free emergency repair sleeve to your account”
Pro Move: Keep a “save the day” kit ready – includes loaner gear, energy bars, and pre-paid Lyft codes. When customers hit snags, dispatch immediately.
The Real Metric That Matters
Track how many customers mention staff by name in reviews. When they do, you’ve moved beyond transactions to relationships.
Remember: In the outdoor industry, you’re not just providing gear – you’re enabling core memories. Service that good doesn’t just get reviews; it gets handwritten thank you notes and referrals for years.