Resistant to Change? Get Over it!

Damage iD's booth at last year's International Car Rental Show. Photo by Amy Winter-Hercher.
Damage iD's booth at last year's International Car Rental Show. Photo by Amy Winter-Hercher.

Are you resistant to change? 

“I know I am,” says Paula Vercollone, president of Damage iD and co-owner of Verc Car Rental, a Sixt franchise. “For any new technology, I remain in my comfort zone as long as possible — even for years.”

Vercollone might even be considered a first-class technophobe: “Microwave? Last to get one,” she says. “Answering machine? People can call me back. Cell phone? Who needs one anyway?”

She’s not alone in the car rental industry. “I totally understand why the car rental industry continues to document damage with the ‘charcoal and tree’ (paper and pencil) walk-around,” she says, though she believes the old method does a disservice to both the car rental company and the customer. “It’s subjective, arguable, inaccurate, and archaic.”

But technology is redefining the car rental process, says Vercollone, including vehicle damage tracking. Two services, Damage iD and Record360, use mobile and Web-based app technology to document vehicles. The systems use images captured on mobile devices at check in and checkout to note and compare vehicle damage or changes on the vehicles.

Having a more accurate damage documentation solution in place would improve customer service by creating a higher level of trust and transparency with the customer, she says.

“People are stubbornly resistant to change,” Vercollone says. “It's human nature. We are comfortable doing whatever it is we're doing. But it’s time to revolutionize the industry!”


  1. Ruth Armstrong [ February 25, 2016 @ 04:38AM ]

    i have been using damage i.d. for two years and have found not only does it track new and existing damage, it tracks the mileage and gas. It also gives the customer a better feeling of trust toward the rental company.

  2. Brendan Allen [ February 25, 2016 @ 03:16PM ]

    We have been using DamageiD for nearly two years, taking photo's of our car, in front of our customer, reinforces the fact, we care about our cars, and we will bill for new damage, our customers enjoy the process and often ask to be included in the photo, nice car and good looking happy smiling customer, life in the car park just gets better.

Comment On This Story

Comment: (Max. 10000 characters)  
Please leave blank:
* Please note that every comment is moderated.


Newsletter: Sign up to receive latest news, articles, and much more.

Read the latest

Auto Focus Blog: A blog covering fleets, auto rental and the business of cars

Safeguarding Your Business with Brokers

While the high-profile bankruptcy of Atlas Choice has left many car rental companies wary of working with brokers, rental companies can take steps to protect themselves and ensure a productive relationship.

My Number One Takeaway from ICRS 2017

This year’s International Car Rental Show (ICRS) opened the door to new business models facing transportation today — yet adapting to these new technologies is not the first key to survival.

Trump and Regulations: An Alt-Fuel View

With 2025 emissions targets back in review, manufacturers, alt-fuel, and alt-power suppliers weigh in on the potential impacts of Trump’s initiatives.

Job Finder: Access Top Talent. Fill Key Positions.