Faced with the demanding situations of the Covid-19 pandemic, tenants had to adapt quickly. This has been a very difficult time, however, valuable classes have been learned and some facets of trading could even have been replaced indefinitely.
Kiloutou, for example, hit hard at the height of the Covid-19 crisis in Europe, having had to close the 427 deposits in its French domestic market in mid-March. He also had to close several of his deposits in Italy and Spain, but for a shorter period.
The company’s CEO, Olivier Colleau, told IRN that this had been done to ensure Kiloutou’s staff type, and that this gave the company the opportunity to inventory and prepare protocols for the reopening of the network.
“We started reopening branches in France in early April, with these new security protocols,” says Colleau. “And we opened all branches until the third week of May, with new work tactics.” These included contactless pickup and return and double cleaning of all equipment, before delivery and after the return. »»
Suspend payments
In addition, with consumers whose structure sites had been closed, Kiloutou agreed to suspend rental bills and start collecting until business resumed.
“It’s vital for us and also for consumers to behave like partners in this scenario because we’re in a network with tenants, consumers and distributors,” says Colleau. “We had to make sure that we all shared the same upheavals and showed solidarity so that we all get out of this crisis together.”
Going back to a new normal
Since May, the situation has changed and the safety protocols have been relaxed to an extent, with customers now able to enter depots – though procedures are not fully back to normal.
In fact, some facets of business will never return to normal.
For example, many staff members had to paint from the close of the house, and Colleau says, “It was a genuine time experience, of genuine life, and I know it will have an impact. At Kiloutou, we’re not going to replace the works absolutely and have all the workplace staff do paintings in the house, however, chances are other people will make house paintings one or two days a week.”
Go online
Kiloutou has also noticed that a component of visitor activity moves online.
“We’ve noticed a build-up of traffic on the website,” Colleau says. “The number of online bookings increased to 20% in April and May compared to last year. And he also noticed a 40-50% increase in online queries on the website. So, sure, this scenario has given a boost to Kiloutou’s virtual activity.
Colleau hopes this will have a lasting effect, as consumers and workers have become accustomed to paperless processes; “Not only will Kiloutou, but the entire rental sector, and indeed the global sector, emerge from the crisis with more virtual paper and less, which I think is very clever news.”
One other lasting effect highlighted by Colleau is a social one; “This crisis will show up the difference between companies that take care of their staff and the wider community, and those that don’t. And I think after the crisis, it will reinforce the feeling of pride of belonging to companies who did take care.”
In the United States, Sunbelt Rentals expects some of the operational adjustments made through Covid-19 to be followed permanently.
Border service
For example, street-side collection of rented equipment, which was implemented at the beginning of the pandemic, is now intended to remain an offer beyond the Covid-19 crisis.
Said to be a good option for small tools and equipment, and towable items, customers will be able to opt for this contactless method when they make reservations online or by phone.
Katy Lovering, Senior Director of Strategic Initiatives at Sunbelt Rentals, says, “We are heavily focused on our point of sale experience, especially with an eye to ‘curbside service’, and are working on improved digital tools including e-signature, digital pay, and providing our team members the ability to transact wherever our customers need us to be – whether it’s behind our rental counter, out in the rental yard, or on a customer jobsite.”
Renewed virtual approach
The company has also noticed a shift towards online orders, which led it to go back on its virtual channels.
“While online hardware rental is the general course of business for some, especially before Covid-19, we’ve noticed a record number of online orders in recent months,” Lovering says.
“This means that we will have to continue to evolve and provide omnichannel delight for our customers, now and in the future.”
She adds: “Because our visitor contact issues occur throughout the transaction lifecycle, we also focus on virtual improvement in logistics and cash service spaces. We need to make sure that our consumers are transparent about sunbelt’s movements, such as responding to a service call – in real time.
Keep it clean
Other new practices come with the advent of strict rules, as indicated by the Centers for Disease Control and Prevention (CDC), to clean, disinfect and manipulate appliances in the face of the threat of contagion.
For customers who enter depots, Sunbelt asks that they adhere to social distancing guidelines, including wearing a face covering. In addition, the company has installed signs requesting that customers do not enter if they have been exposed to the virus.
With respect to its internal operations, Sunbelt has taken special measures to protect its workers and keep them informed. This includes creating an internal organization that functions as a central hub for communications, procedures, and procedural changes. In addition, control organizations speak and an online resource center has been established for workers.
Lovering said, “Throughout this pandemic, we keep our doors open and that our workers and consumers are safe.”
Guidelines in Japan
Meanwhile, in Japan, there was no government-imposed blockade, but rules were issued, according to Naruhito Konuma, executive general manager of the japan-based sales department of Aktio Corporation.
“Based on these guidelines, the company’s Novel Coronavirus Response team took the decision to implement measures to prevent infection,” he said.
These come with the installation of protective screens and the disinfection of rental equipment in return.
He also said that online meetings have a common place, which has reduced the time and money spent on travel.
Aktio had already established an online system, but plans to increase the speed of its electronic processes due to the pandemic, according to Konuma.
The company expects structure sites in the country to continue to operate, albeit with restrictions, and has strived to provide data and updates to consumers on its website.
Nationwide shields workers
UK-based access rental specialist Nationwide Platforms has introduced SkyShield, designed to protect people working in truck-mounted platforms from the spread of Covid-19.
Developed by the company’s research and development division, BlueSky Solutions, SkyShield is a lightweight screen that provides a physical barrier across a basket.
Ensures that the MEWP operator and the occupants of the platform basket do not delight in cross-contamination. The display is transparent to maximize operator visibility and communication.
This allows staff to safely perform high-altitude responsibilities when they cannot reach a distance of 2 m in the confined area of the basket.
Alexis Potter, Director of Specialist Vehicles and Tracked Booms at Nationwide Platforms, said, “This is just one of many safety measures we are offering our customers to help protect them from the risks of Covid-19.
“Ensuring that staff maintain a distance of two meters when it comes to EMP can be very difficult, especially when most platform baskets are less than two meters long.
“The use of SkyShield when using our truck mounts is the perfect solution to this problem and once installed the customer is free and, importantly, safe to carry out the job at hand.”
Partnership action
Rental associations across the board have been making a concerted effort to support their members through the pandemic. Here are some examples of the work being done.
ARA
The American Rental Association (ARA) released a Healthy Work Practices Guide for construction equipment rental companies.
Based on expertise from the US Centres for Disease Control and Prevention (CDC) and the World Health Organisation (WHO), it provides members with consistent, practical guidance on measures to minimise exposure to Covid-19 for customers, staff, vendors and guests.
Among other things, the consultant provides general data on microbes and viruses, non-public protective devices (PPE), cleaning products, devices necessary for social distance and how to prepare a facility, cars and workers at work.
The consultant is a component of the new “Clean” program. Course. Essential program designed to help members provide a safe service to consumers during the pandemic and beyond.
Another aspect of the ‘Clean. Safe. Essential’ programme was recently launched: an online cleanliness training course. Available through the association’s online platform RentalU, the course includes a range of learning modules to help members ensure the safety of their rental operations.
ERA
Aside from launching an information page on its website, which includes updates from rental associations, general construction sector updates and European policy updates, the European Rental Association (ERA) has also been promoting the benefits of rental during the crisis.
Given the uncertainty surrounding long-term structure activities, the ERA reported that leasing can provide a solution for contractors who hesitate to invest in owner-owned equipment. The agreement has created a video to advertise your Total Cost of Possession (TCO) calculator.
The calculator must be held on the IRN website.
ASEAMAC
Spanish rental association ASEAMAC is preparing a Covid-19 protocol that will outline a common set of criteria for all companies in the sector to minimise the risk of spreading Covid-19 through equipment rental activities.
This will enable rental firms to certify that they have taken a series of measures to minimise the risks of contagion during the delivery, return and maintenance of rental equipment.
The guidance will take into account different types of rental machinery and the protocols set by the Spanish government’s Ministry of Health, grouping them according to each type of rental activity.
HRIA
Australian rental association HRIA has also published guidance to help its members ensure their operations are safe.
The COVIDSafe Guide is based on a set of National Covid-19 Safe Work Principles agreed by government bodies across Australia.
The guide is designed to assist those reopening premises following closure as well as those who have remained open throughout the crisis.
The scope of the guide is broad, so users are required to develop or revise the COVIDSafe plans that apply to their particular situation, and to tailor the guidance to comply with any local requirements.
The guidance is being updated as new government information becomes available.
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