E-commerce and operator training top an ever-growing list of what rental customers expect in the coming years. And as our industry continues to expand, there is an increasing level of product and service awareness.

Our customers will look to us to train their trainers or employees continuously. Training their operators will definitely be a vital and important service expected by our customers. But just as we are expected to deliver a piece of equipment to a job site, our customers should expect to pay for this service.

E-commerce is another trend that refuses to go away. In our highly technical society, a new breed of customers wants and demands information, right here, right now. We should see the Internet as a tool for rental companies to disseminate information faster and more efficiently.

Customers, like us, will increasingly learn to log on cyberspace to check on account status, issue purchase orders, check on product availability and transfer information such as delivery instructions. More importantly, they can purchase equipment online. Keep in mind that this technology will not replace the outside salesperson, but when used right, will only make companies more productive and efficient.