I hate to admit it, but there are many #ATVrental companies in #Colorado, and in nearby states who give the industry a bad name. Some are closer to us than we’d like.
I look at it like this: If you rent an ATV or #Jeep from a company and they treat you poorly, you might never try it again. That’s bad for me because you might have considered Backbone Adventures in #Estes #Park for your ATV rental next time around.
Unfortunately, most ATV rental businesses care only about the profits. Sure, I care about profit as well. I have good employees and family to support. However, profit comes in third on my list of values when it comes to business. The most important is customer service. If you research us, you’ll plainly see this is reflected in our online reviews. Second is equipment quality.
When it comes to customer service, I have a simple rule: Treat others how you would like to be treated, regardless of how they treat you. This is why when you walk in our door, you’re greeted with a smile. Not a fake one, but a genuine happy person, glad to see you smile. I won’t hire people who are not genuinely positive minded, good hearted, happy people. Our people love what they do and the people they meet every day.
The ATV rental and #Jeeprental business can get really busy in the summer months. We’ll see 10,000 or more people. That’s A LOT of people to talk with. One might see how a person could burn out. In my opinion, if you’re not a good person, you will burn out. That’s when you end up seeing bad customer service. I always hated to attitude of a the guy running the roller coaster ride at the amusement park. He/she just doesn’t understand that everyone who comes through that line is excited. This is new for them. That negative, burned out employee can ruin it for people at times. I swore I’d never have a company with people like that.
Any time you’re #booking a #vacation, #tour, #guided, or #unguided #adventure, be it #river #rafting, #horseback #riding, or an #ATV #Razor #rental or #Jeep rental, things in your personal life may come up on your reservation day. We understand that and do our best to work with you. If there is a legit reason you can’t make it, even if you are past the cancellation policy date, we’ll still refund your money. It’s just the right thing to do.
Damages to the ATV or Jeep rental are the most difficult to handle. I find that people are really gun shy about admitting to damages they did to the ATV or Jeep rental. A lot of times, they’re gun shy because they’ve been raked over the coals by a car rental or another ATV rental company in the past. I’ve even experienced it myself. We don’t operate like other ATV rental companies though. First of all, we don’t charge downtime. Most companies will charge you the full rental rate for every shift they could have rented that ATV for up to 14 days. Do the math: $150 a shift, 3 shifts a day, for 14 days. That’s over $6300 just in downtime. Secondly, we don’t charge labor to repair the damage. Most companies will charge at least $100 an hour. Thirdly, we don’t make a profit on our parts. Most companies will at 50 – 100% on top of their cost. We use Rocky Mountain ATV for our parts. Our cost, is your cost. In some cases, we may even be able to find used parts on ebay and save you even more money. I hate damages. I hate charging for them and I hate the feeling I know the customer has in regards to it. This is why I try to make it fair and as cost effective as humanly possible.
ATV and Jeep rental quality is something we pride ourselves in greatly. I could be a millionaire right now if I operated like most other companies. Most ATV rental and Jeep rental companies will run their equipment into the ground. I realize it’s hard for you to know who does this and how they do it, but I’ll tell you, I’ve seen some seriously sketchy shit. I’ve even seen people get seriously injured because of it. What’s more, they PAID for the damage to boot!
There is a lot that goes into a quality ATV rental. First of all, we like to have the best, most durable, and most comfortable equipment we can buy. Price is no object. Secondly, maintenance is HIGHLY important. We inspect our ATV rental fleet daily. Then, we service it every 750 miles. This means new belt, clean clutches, all new suspension components, tires, fluid and filter changes, on top of a full, and VERY thorough full machine inspection. It costs me a lot of money to do this. Not only in parts, but I keep two full time mechanics on staff at all times.
The bottom line is I want you to have the absolute best possible #experience. I demand the best people, the best #equipment, and the best trail #experience. From start to finish, I want you to leave us feeling nothing could have been done better.
If you have taken the time to read this, you have ridden with us, and you have any tips for me on how I can improve, I’d love to hear it. A quality experience is rare these days. Please let me know how I can make yours even better.