How to AUTOMATE Your TURO Business

RC Simon

16 May 202209:08

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

00:00

🚗 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.

05:01

🛠️ 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

To automate refers to the process of making a system or process operate automatically. In the context of the video, the speaker discusses the challenges and strategies of automating a car rental business, which traditionally involves manual labor and personal interaction. The term is used to describe the goal of streamlining operations to reduce the need for constant human intervention.

💡Power Host

A 'Power Host' is a term used within the car-sharing platform Turo to denote a host who has achieved a certain status by completing a significant number of trips. In the script, the speaker identifies themselves as a Power Host, having completed over 550 trips, which establishes their credibility and experience in the car rental space.

💡Check-in/Check-out Process

The check-in and check-out process refers to the procedures involved when a customer picks up and returns a rented vehicle. The script emphasizes the importance of this process, detailing the need for vehicle disinfection, inspection, and preparation, which are critical for maintaining service quality and customer satisfaction.

💡Manual Labor

Manual labor denotes physical work done by people, as opposed to work done by machines. The video script highlights that despite efforts to automate, certain aspects of the car rental business, such as vehicle cleaning and inspection, still require manual labor, emphasizing the hands-on nature of the industry.

💡Customer Service

Customer service is the provision of assistance to customers, aiming to enhance the customer experience. The script discusses the importance of having a responsive customer service system, including automated messages and a dedicated phone line for emergencies, to address customer inquiries and issues promptly.

💡Incidentals and Claims

Incidentals and claims pertain to additional charges or disputes that may arise from a rental agreement, such as cleaning fees or damage claims. The speaker mentions the need for a human touch in handling these matters, as they often require judgment and communication skills that cannot be fully automated.

💡Maintenance

Maintenance refers to the upkeep and servicing of vehicles to ensure they remain in good condition. The script underscores the necessity of regular maintenance, such as oil changes and tire rotations, to prevent breakdowns and extend the life of the vehicles in the rental fleet.

💡Scale

To scale, in a business context, means to increase the size or volume of operations. The video script talks about scaling the car rental business by adding more vehicles and building a team to handle the increased workload, which is a key aspect of growing the business.

💡Training

Training is the process of teaching or learning skills and knowledge. The speaker emphasizes the importance of training team members in various aspects of the car rental business, such as the check-in/checkout process and customer service, to ensure consistency and efficiency in operations.

💡Solopreneur

A solopreneur is an individual who runs a business on their own, without a team. The script mentions the solopreneur in the context of the challenges faced when trying to automate a business, as they must either perform all tasks themselves or delegate and train others to do so.

💡Turo

Turo is a car-sharing platform that allows car owners to rent out their vehicles to others. The script uses Turo as the example platform for discussing the car rental business, mentioning its features like automated messaging and claims process, which are integral to the business model discussed.

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.