March/April 2004

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Restrictions on Collision Damage Recovery

By Michael LaPlaca and Corey Tavel

Some state laws limit your ability to recover damages from your customer and other authorized drivers.

Dissecting the Customer Experience

By Vafa Akhavan

What factors determine whether your customer is satisfied? A focus on the customer’s perspective can help identify means for gaining market share.

Fox Rent A Car An Independent for the Internet Age

By Cathy Stephens

Celebrating its 15th anniversary, Fox Rent A Car is using its prowess in information technology to expand its brand awareness.

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

Why Do We Visit Capitol Hill?

Members of the American Car Rental Association met with U.S. senators, representatives, and their aides last week. Here’s why bringing the message to this forum matters.

The Customer Isn’t Always Right

Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.

The Truth Behind Compact Van Depreciation

Why are large van values holding up better than their compact counterparts, and will it last?

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