Innovation is important to the success of any rental business, and much of what drives it is convenience. RER's annual Innovative Product Awards are often dominated by equipment that helps rental companies grow their businesses by making jobs more convenient for customers. But what can rental companies do internally, beyond their product offerings, to make doing business with them more convenient for customers? How about adding a drive-through?

Started in 1987 by Phil Krupp, as a spin-off of his father Ron's construction company, R&R Masonry Inc. & Tool Rental, Tiffin, Ohio-based Tiffin Rental recently moved its headquarters to a new location with better visibility, a larger showroom and a drive-through. The original location, which was off the beaten path in a residential area, consisted of several outbuildings.

Krupp, Tiffin Rental's president, had been planning to relocate the business to the expanding side of town to increase its visibility when he decided it would be a good opportunity to incorporate a drive-through. The building he found just needed some minor renovations, and the garage doors were in the perfect position for a drive-through.

“We just cut a hole in the block wall separating the rooms and you could see this was going to be something that was going to work well for us and our customers,” says Jim Steinmetz, Tiffin Rental vice president.

Benefits of the rental drive-through are plentiful and its utilization processes are well thought out. Customers may either call ahead to reserve rental equipment, or call ahead with their needed list of materials; the Tiffin staff will have the order ready for them to pick up and will load it into their vehicle or onto a trailer. Customers may also come into the store to request equipment and supplies, then drive around to pick them up. The drive-through entrance and exit doors can be operated by both buttons at the door or by remote openers at the inside counter.

“We have had great success with the drive-through,” Steinmetz says. “Our regular customers know the flow process and have told us how they like being out of the weather. New customers are pleasantly surprised when we tell them to pull into our drive-through. We've enjoyed hearing our customers compliment something that was designed to make their experience with Tiffin Rental smooth and easy.”

Tiffin's processes are designed to make the drive-through as efficient and convenient for customers as it can be. Large rental tools and retail items are set up on pallets located on either side of the drive-through stall for optimum accessibility. Seasonal rental items are stored on shelves that match the height of most pick-up truck tailgates. Rolling carts of the same height are then used to transport items from the shelves to the customer's truck bed, making loading and unloading quicker, easier and safer than before.

“If the customer is picking up a rental that needs to be on a trailer, doing it out of the weather helps immensely,” says Steinmetz. “If you remove weather elements that distract a customer from hearing your safety and operation presentation, everyone benefits.”

For additional convenience Tiffin's service shop and equipment wash bay are also located off of the drive-through to help keep everything centrally located and convenient to Tiffin's employees.

According to Steinmetz, about 90 percent of Tiffin's customers use the drive-through, confirming to both him and Krupp that the concept was a good one to incorporate into the new location.

Nathan Lucius, owner of Arnold-Lucius Construction, is a loyal Tiffin Rental customer who appreciates the convenience and ease the drive-through has brought to the business. Being able to load and unload equipment under cover and out of the weather is another benefit he highly regards.

“Now that they have moved to a larger and more central location, their retail inventory has increased generously and the drive-through has been a convenient addition,” Lucius says. “These guys go out of their way to accommodate my needs. Compared to their previous buildings, this location with the drive-through has eased the congestion of loading and unloading.”

Tiffin Rental offers for rent mini-excavators, backhoes, skid-steer loaders, lifts, hand tools, lawn and garden equipment, concrete-working equipment, flooring tools, scaffolding, saws and some basic party rentals. And if you need equipment right away, the company makes rentals as easy as 1-2-3.