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Case study is for a Vehicle rental company called Hire-Me Company:

The following is a part of the transcript of an interview that Stefan (SN) conducted with the manager, Larry Hardy (LH) of the Hire-Me Company.

SN: Could you explain the process of hiring a vehicle from your company?

LH: Yes, the customer can only hire a vehicle online. They go to our website, Hire-me.com.au, select hire dates, select branch to pick up and to return the vehicle. The customer provides an email address, and we usually confirm the vehicle booking within 24 hours.

SN: Can the customer cancel a booking?

LH: Yes, of course, as long as its 24hours before the pick up date.

SN: Do you require a deposit of any form?

LH: Yes, during the booking process, we request the credit card details for a 10% deposit to confirm the booking. Of course, we need the usual, name, driver licence details, passport details etc.

SN: What happens if the cancellation is within 24 hours?

LH: Then we forfeit the deposit amount.

SN: What happens at the company’s end when you receive a booking?

LH: We have to ensure that a car is available for hire. We use a spreadsheet to keep track of all our cars and which branch they are at. Once we know for sure that we have a car, and then we confirm the booking and ask for a deposit. The car is updated to ensure that it is available for the booking, unless the previous customer damaged it.

SN: Okay. How many branches does your company have?

LH: At the moment, we have 2 branches, one at the Melbourne airport and another at the Avalon airport.

SN: What happens when they visit a branch to pick up a vehicle?

LH: First, the mechanic would have ensured the vehicle is cleaned and serviced. The mechanic has to tick off the service record before the vehicle can be rented out. Once the vehicle has been ticked off, the front desk will ensure that all rental checks and hire forms are filled in before the customer can take the vehicle.

SN: What kind of rental checks and hire forms are these?

LH: Hmm, the customer has to provide details about designated drivers, verify the licenses, and discuss about insurance. Then we have to take the customer through the vehicle to ensure the damage report is filled in. Once that is done, they can take the vehicle.

SN: When do the customer pay for the rest of the hired vehicle?

LH: Yes, we charge the rest of the amount when they pick up the vehicle, using the credit card details.

SN: Do you provide a quotation prior to the booking process?

LH: No, not really.

SN: Why not?

LH: Well, we only have 1 type of rental vehicle, Mercedes A-class. Its $25 per day without insurance and $30 per day with insurance.

SN: What happens during the return process?

LH: The mechanic and customer will go through the damage report and ensure the tank is full. They both have to sign off and the customer can hand over the keys.

SN: And what if there is a problem?

LH: Well, the front desk manager will have to sort it out, depending on what is the problem. If it’s a small issue such as an empty or half-full tank, then we charge $25. If the vehicle is damaged, it will have to be repaired and hopefully, the customer had paid for insurance. Or else, we will need to charge the customer for the full cost of the damage.

SN: What happens if the car is damaged?

LH: Then the car is taken out of service to be repaired. We usually have a couple of spare cars for incidents such as this.