How to AUTOMATE Your TURO Business
Summary
TLDRThe video script outlines the challenges and strategies of automating a car rental business using the Turtle platform. The host, a seasoned power host in Las Vegas, shares insights on the manual labor involved in check-ins and check-outs, the importance of customer service, handling incidentals and claims, and vehicle maintenance. Emphasizing that while automation is tough, building a trained team can streamline operations, allowing for business scalability. The key takeaway is that successful automation in this industry requires training and delegation, not just technology.
Takeaways
- 🚗 The speaker has extensive experience with the Turtle platform, having completed over 550 trips with more than 20 vehicles in Las Vegas.
- 🛠 The car rental business is challenging to automate due to the manual labor involved in the check-in and checkout processes, which includes cleaning, inspecting, and preparing vehicles for customers.
- 📸 The importance of documentation through photos during check-ins and checkouts to ensure the vehicle's condition is properly assessed and maintained.
- ⏱ Time management is crucial, as each check-in and checkout can take up to an hour, affecting the operational efficiency of the business.
- 🤖 The automation of customer service through messaging templates can significantly reduce the manual effort required to communicate with customers, though human intervention is still necessary for complex issues.
- 👥 The necessity of having a dedicated customer service team or person to handle inquiries, emergencies, and teaching customers how to use the vehicles, especially unique models like Teslas.
- 💰 Incidental charges and claims require human judgment and cannot be fully automated, necessitating a team member to manage these aspects of the business.
- 🔧 Regular vehicle maintenance is essential and must be scheduled and managed to keep the fleet in good condition, which is another area that requires manual oversight.
- 🛠️ Training is key to automating the business; the speaker emphasizes the importance of having a well-trained team to handle the various departments of the car rental operation.
- 📈 Scaling the business involves adding more vehicles and expanding the team, but it requires a solid foundation of processes and trained personnel to manage the increased workload.
- 🚀 The speaker's motto 'train team wins' highlights the importance of team training and leadership in successfully automating and scaling the car rental business.
Q & A
How many trips has the speaker conducted on the Turtle platform in the last 10 months?
-The speaker has conducted over 550 trips on the Turtle platform in the last 10 months.
What is the speaker's role on the Turtle platform?
-The speaker is a 'Power Host' on the Turtle platform, which implies they are a high-volume, active user.
What is the primary challenge the speaker mentions about automating the car rental business?
-The primary challenge mentioned is that automating the car rental business is tough due to the manual labor and time involved in processes like check-in, check-out, cleaning, and inspections.
What are the four main departments the speaker suggests considering for automating a car rental business?
-The four main departments are the check-in/check-out process, customer service, automating incidentals and claims, and vehicle maintenance.
What does the speaker suggest as a time investment for a hand-off check-in or check-out?
-The speaker suggests that a hand-off check-in or check-out could take an extra 30 minutes to an hour of the day.
How does the speaker describe the necessity of customer service in the car rental business?
-The speaker emphasizes the importance of customer service, mentioning that there will be times when customers have questions or emergencies, and having a dedicated line for customer service is crucial.
What is the speaker's advice on handling incidental charges and claims?
-The speaker advises training someone to handle incidental charges and claims because these processes require human judgment and cannot be fully automated.
What does the speaker consider essential for maintaining vehicles in the car rental business?
-The speaker considers regular maintenance, such as oil changes, tire rotations, and topping off fluids, essential for maintaining vehicles in the car rental business.
What motto does the speaker use to summarize the key to automating the car rental business?
-The speaker's motto is 'train team wins,' emphasizing the importance of training people to handle different aspects of the business.
What is the speaker's perspective on the scalability of the car rental business?
-The speaker believes that the car rental business can be scaled by training people to handle various departments and by slowly expanding the fleet as profits increase.
Outlines
🚗 Car Rental Automation Challenges
The speaker discusses their experience with over 550 trips on the Turtle platform as a power host in Las Vegas, emphasizing the difficulty of automating the car rental business. They highlight the necessity of building systems and teams, and outline four main departments to consider for scaling the business: check-in/checkout processes, customer service, incidentals and claims, and vehicle maintenance. The speaker shares insights on the manual labor involved and the importance of training a team to handle these aspects, suggesting that while the business is not for everyone, with the right systems in place, it can become more manageable and profitable.
🛠️ Streamlining Car Rental Operations
This paragraph delves into the intricacies of automating the car rental process, focusing on the practical steps and challenges involved. The speaker talks about the importance of training individuals to manage the check-in and checkout processes, including vehicle preparation, inspections, and cleaning. They also discuss the automation of customer service through pre-set messages and the need for a dedicated line to handle customer inquiries and emergencies. Additionally, the paragraph covers the handling of incidental charges and claims, emphasizing the need for human intervention in assessing situations like smoking or fuel levels. Lastly, the speaker addresses the necessity of regular vehicle maintenance and the role of a dedicated person to oversee this aspect, ultimately concluding that effective training is key to scaling the business.
Mindmap
Keywords
💡Automate
💡Power Host
💡Check-in/Check-out Process
💡Manual Labor
💡Customer Service
💡Incidentals and Claims
💡Maintenance
💡Scale
💡Training
💡Solopreneur
💡Turo
Highlights
The speaker has completed over 550 trips on the Turtle platform in the last 10 months as a power host in Las Vegas.
The process of automating a car rental business is challenging but can be facilitated through the development of different systems.
The speaker emphasizes that automating a car rental business is not for everyone due to the significant manual labor and time involved.
Four main departments are identified as crucial for automating and scaling a car rental business: check-in/checkout, customer service, incidentals and claims, and maintenance.
The check-in/checkout process requires manual tasks such as disinfection, photo documentation, and vehicle inspection.
Automating customer service can be achieved through the use of automated messages and templates, reducing the need for immediate manual responses.
Incidentals and claims handling involves dealing with charges for things like low fuel or cleaning fees, which require human judgment and cannot be automated.
Maintenance of vehicles is a key aspect that involves regular checks and services to ensure the vehicles are in good condition for rentals.
The speaker shares personal experience of a friend who started listing a Tesla on the platform and later found the business not suitable for him due to its demands.
The importance of having a trained team to handle different aspects of the car rental business is highlighted as a key to scaling the operation.
The speaker suggests that training one person to handle multiple departments can be an effective way to start automating the business process.
The necessity of being available for customers to answer questions and handle emergencies is stressed as an essential part of customer service.
The speaker mentions the use of a designated phone number for customer service to ensure prompt responses to inquiries and emergencies.
The process of filing incidental charges and dealing with claims adjusters is discussed, highlighting the need for human involvement in these tasks.
The importance of vehicle maintenance scheduling, such as oil changes and tire rotations, is underscored for the longevity and safety of the fleet.
The speaker's motto 'train team wins' is introduced, emphasizing the importance of training in business automation and scaling.
The transcript concludes with an invitation for viewers to ask questions and engage with the speaker for further insights into the car rental business.
Transcripts
we've done over 550 trips plus on the
turtle platform in the last 10 months as
a power host and over 20 plus vehicles
out here in las vegas so i'm going to
show you guys and kind of share a little
bit about our process and how to really
automate this business if you're
thinking about getting into the car
rental space now i'm going to be very
honest with you it's really tough to
automate it but there's a lot of
different systems we've started to build
for us our team
if it's just you there is going to be a
lot of work and i'm going to break it
down to four different main departments
that you need to think about and look at
as you guys are looking to automate and
scale your car rental biz and the reason
why i'm sharing this is because i had a
friend that started his uh
listing his tesla out there in
california he was super excited you know
a month before he started asked me a lot
of questions and then i'm talking to him
three four months later and he's like rc
i don't think this is for me this is
another reason why i want to let you
guys know this business is not for
everyone and i've shared this so many
times it does take just like any other
business there are manual labor and
there's a lot of time around it but once
you've got the flow going and you've
built a solid a team a trained team it
gets a lot easier and all you do is just
add another vehicle and your team just
gets busier and you're booking cars left
and right so let me just share with you
guys up front how simple this business
model is these four things and how we
can kind of automate it at scale first
is the check-in checkout process okay so
for check-ins you have to disinfect the
vehicle you have to take pictures okay
make sure that when the customer gets it
booked you're there getting it ready and
whether you're doing a hand-off so with
check-ins time-wise if you're doing a
hand-off for example and you drop it off
at like the airport or somewhere outside
of your home location that's going to
take time think about an extra 30 to an
hour of your day of taking it there
dropping it off yeah maybe you want to
drop it off ahead of time and do like a
non-touch check-in right like contact
list is what they call it then that's
fine either way there's going to be
somebody that's going to have to take it
there or be there for the exchange in
order for you to be able to check it in
same with the checkout when the checkout
happens there needs to be an exchange so
check in checkout you're taking photos
you're inspecting the vehicle cleaning
it up vacuuming it
getting it ready whether it's at
check-in check out these are still
things you have to do at checkout you
have to inspect the vehicle you need
somebody to inspect the vehicle to get
it ready for the next so physically
there's going to be again manual labor
so let's say you're picking it up again
that's another 30 minutes to an hour
taking it to home base inspecting it
then you have to clean it up get it
vacuumed inspect it fluids everything
okay so there's a time thing to this so
again how are we going to automate this
and i'm gonna always tell you guys it's
training one person that can do it
that's really it if you're not gonna do
it you're gonna have to train somebody
to be able to teach them the check-in
and checkout process which is simple
again there's always manual labor from
cleaning it shining it looking at
everything and making sure it's good
it's ready it's prepped for the next
trip number two is automating the
customer service so turo just did an
automation message where it triggers
whenever somebody books it'll trigger an
automation message and i actually did a
video kind of sharing you guys our
templates and everything which has been
great that's helped us a lot so we don't
always have to refresh and message them
right away and see if we ever missed any
uh over 95 of the time they've messaged
and it's been working there's only been
a couple and i'm sure they're fixing out
those kinks okay
so the whole customer's service there's
gonna be times where again they're going
to need you they're going to have
questions maybe somebody doesn't ought
to change a battery or the battery is
low or they have questions about
bluetooth we get this a lot so there's
going to be questions and you're going
to have to have somebody there for
customer service to be able to answer
them and the designated phone call phone
number just in case there's emergencies
trust me emergencies do happen so being
able to help them my friend that runs
the tesla he's out here telling people
how to use a tesla and a lot of people
don't know how to use a tesla so there's
a lot of teaching involved there was a
lot of time
so this is where you're gonna have to
have somebody that has a dedicated line
to be able to answer all customers and
at first it's gonna have to be you okay
so again this isn't like an automated
business but eventually you get to the
point where you're going to have to and
you're going to know how to answer their
questions you're going to be able to
give them sort of like you could say
documents or links to be like hey if you
have any questions anything else
emergencies give us a call but customer
service is very important as you hand it
off there's always going to be questions
little things it happens all the time
there's always a lot of new people on
the platform so i just wanted to let you
guys know that
be prepared okay to have and be
available for the customers customer
service is always important number three
is automating the incidentals and claims
okay so if there is an incidental like a
charge they didn't bring it back with a
full tank or there might be things where
hey it's a cleaning fee or maybe they
smoked in it we get that a lot out here
in vegas you're gonna have to file an
incidental charge okay so that's another
thing we have to
do and again my answer is always gonna
be you gotta have to train somebody
because this is something that cannot be
automated by a robot somebody cannot a
robot may not be able to smell okay if
there's a someone smoking on in the
vehicle so these are things that you
need somebody that is a human being
to be able to automate the incidental
claims is another thing okay you're
gonna have to go back and forth with a
claims adjuster if they don't want to
handle it we've had a lot of different
guests that don't want to handle it and
they kind of ignored us so turo has to
intercede and allow the insurance to
just battle it out and get the money
from the guests this has happened
several times in the process of getting
money from the guest again
this is another way to be able to cover
both us as the guest or as a host and
them as the guest
but i always like turos whole like i
like their claims process because it
makes it simple for us if we have all
the pictures before and after it's very
very uh
it's very very transparent like it's
like yeah that's super obvious that they
hit it then you're going to get
everything but again there takes time
there's follow-ups they're going to need
extra information they're going to need
pictures or extra things to make sure so
there's going to be somebody that's
going to be in charge of that department
when it comes to incidentals and claims
and automating that process number four
is the last thing it's maintenance
you're gonna have to maintain your
vehicle take it to the local shop get it
oil changed right tires rotated all
these different things make sure the
fluids are all topped off so there's
going to be maintenance for the vehicles
and somebody's going to need to know how
to do it right getting new tires the
wear and tear on the vehicles these are
again other things that need somebody to
run that and maybe you want somebody one
person maybe you guys are balling out
you know you're making a lot of money
and you want to automate this fully well
i'd have at least you know one person
learn all four of these and you got
somebody that's running an all-out biz
okay
maintenance is a big one um there's so
many ways to do it you got to make sure
that your cars are maintained you're
checking mileage knowing when's the next
oil change how many miles we got all
that spreadsheets different things to
just keep it organized and we have
someone that's manually doing all that
to make our process easy to know that
they have to go out there and get it oil
changed after the next trip so how do
you automate this
the best train team wins that's my motto
training somebody if it's not you it's
going to be somebody else you're going
to have to pay so if that is not your
forte knowing how to lead people manage
people or train people well it's gonna
have to be you as the solopreneur as the
independent contractor okay that's how
you're gonna be able to automate your
business that's how we've been able to
scale our business training people that
already can do it that have you know the
knowledge the wisdom and to be able to
just you know have
you could say just common sense when it
comes to a lot of decision making
obviously there's a lot of things that
happen where they have to go through me
my partner we they ask questions what's
the best uh solution so there's gonna be
those times but a majority of the
process and as we're getting you know we
get an average of like four to four to
five average a day check-ins checkouts
on the low end maybe two or three on the
high hand up to 10 each day so we've
seen on the low end to the high end of
just whether it's slow seasons busy
seasons of the power of tarot and this
platform so if you guys have questions
let me know but my answer is train
somebody for either all these
departments one or two of these
departments take off some weight and you
take some and then slowly start as
you're starting to make more profit and
money whether you want to scale your
fleet again this is up to you most
people are just doing this as a side
hustle one two three vehicles seeing if
it's working out it does take a lot of
time automating it is going to be
another level of running this uh
business so that's really entrepreneur
business level but it'll teach you all
that okay if you guys enjoyed go ahead
tap in also i just did a video on the
day in the life of a turtle power host
check that out a lot of people like that
stuff where you know i'm kind of going
behind the scenes so if you guys enjoy
more of that stuff tap in let me know in
those videos and i'll make some
hopefully every month all right y'all be
blessed have a great rest your week
bye-bye
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