VegasCampers Operations Guide

Here's how to make our customers feel awesome about their camper van rental experience with us!

Introduction

Welcome and 'The Customer Journey'

Overview of Responsibilities

On-Site Management

     - Inspect returned vehicles for damages

     - Ensure vehicles are ready for pickup

     - Inventory and Supplies

Manage Our Teams

    - Inventory Team: Ensure each van is stocked and inventoried according to this checklist

    - Cleaning Team: Oversee the work of the cleaning team

Coordinate with Customer Service

     - Approve mileage charges and ‘close out’ customers (when CS sends)

     - Help customer service team to answer customer questions. 

     -  Reschedule customers based on van availability

     - Provide solutions to their questions

Oversee Maintenance and Repairs

      - Mechanical 

      - RV

Insurance Claim Coordinator 

     - File the claim

     - Get the estimate

     - Shuttle van to and from repair shop

Van Information

You will need to reference this information so that when a renter communicates with you, you can give them the correct info about the correct van.

Customers watch training videos at vegascampers.com/training and must pass this quiz prior to their pickup. If they don't pass the quiz, they don't get to take the van. This is one of the ways we prevent damage and accidental mistreatment of the vans. 

Please watch all of the videos

And pass the quiz. Code is Adventure2022


READ THIS: Each van below is arranged as follows:

#orderofpurchase: Listing title - Nickname - initials, Google calendar color
Year - license plate number, dedicated web page for renters. 


Did you read the above? Great! Here are the vans: 

#1: Perfect Camper Van - The Baby Beluga - BB - Charcoal
2017 Promaster City - Plate: BBYLUGA - http://vegascampers.com/bb

#2: Amazing Camper Van - The Red Rooster - RR - Cherry
2018 Promaster City - Plate: R3WST3R - http://vegascampers.com/rr

#3: Fabulous Camper Van - The Electric Mouse - EM - Peacock
2020 Promaster City - Plate: MOUSVAN - http://vegascampers.com/em

#4: Stellar Camper Van - Panda - PP - Sage
2020 Promaster City - Plate: PPANDAA - http://vegascampers.com/pp

#5: Incredible Camper Van - Little Bear - LB - Amethyst
2018 Promaster City - Plate: OSOITO - ZFBERFAB3J6L03936 - http://vegascampers.com/lb

#6: Phenomenal Camper Van - Silver Fox - SF - Mango
2019 Promaster City - Plate: FOXYVAN - http://vegacampers.com/sf

#7: Spectacular Camper Van - Orca - OR - Graphite
2020 Promaster City -
 Plate: ORCAVAN - http://vegacampers.com/or

#8: Marvelous Camper Van - Sharkey - SK - Flamingo
2019 Promaster City - 
Plate: SHARKEY - ZFBHRFAB0K6N72698 - http://vegacampers.com/sk 

#9: Glorious Camper Van - Lemur - LM - Banana
2021 Promaster City - Plate: LEMUR - ZFBHRFAB5M6T84004 - http://vegascampers.com/lm VIN 


**The lockbox code for all vans is currently: 3218

Our Tools

Your Calendar 

     - Populated from wheelbase, shows when vans are returning

Wheelbase  

     - The ultimate source of knowledge

Clickup 

    - Manage reservations and communications

Google Calendar     

    - For easy reference

Google Drive

      - Photos and Checklists

Amazon/Costco/Walmart

      - For ordering supplies

Our Team, Facility and Partners

Internal: 

Customer Service Team

Cleaning Team(s)

Stocking & Inventory Team

Wheelbase Customer Support


Storage Facility 

Credit Card

Water Station

Back-up car wash

Amazon, Costco, Walmart, Dollar stores


External: 

Mechanic

Body shop

RV Repair shop

Communication Guidelines

Always sign your name on messages you send

Use the templates. 

First communicate with Customer Service or the renter using the knowledge here

@customer service in clickup, email support@vegascampers.com or text 702-608-1545

Second communicate with John

For processes / conflicts / errors, of course you can communicate directly with John

Email from support@vegascampers.com NOT lasvegascampers@gmail.com. You can force check messages. 

Our phone number for texts: +1-702-608-1545

We are making this training page as extensive as possible. Help to do that by using the templates and requesting new ones.

Workflow & Tools

Returns and Departures

You are in charge of
Discovering damage and missing or broken items and 
facilitating the vans being cleaned, stocked, and ready for the next renters!

Using Google and Wheelbase Calendars

Clickup Notification Settings

Clickup Customer Journey

Wheelbase Orientation

Finding Stocking Supplies

Link to stocking checklist here

Getting Additional Assistance

If it's not in this document and about a specific customer and not urgent, please @johnbeede via clickup

If it's not in this document, not urgent, and about a process in general, please email johnbeede@gmail.com

If it's not in this document and urgent, and call John, 702-809-2727

Pre-Departure

Making Space for Unexpectedly Unavailable Vans

When an accident happens or a van becomes unavailable because of maintenance, the goal is to save as many affected reservations as possible by doing a shuffle of upcoming rentals.
The Wheelbase calendar is the best place to get an overview of upcoming reservations. 

- Block off the van's unavailable dates (or ask customer service to do it for you) 

- Puzzle through who can be moved to other vans until there are no longer any conflicts. 

- Drag and drop to move reservations, ask customer service for help, or start a wheelbase chat.

- Be sure to update google calendar and clickup or have customer service do it so everything is consistent!


Positioning vans for pickup

- Next renters' vans need to be parked on exterior of parking facility

- Park vans outside of facility when needed

Happily On Trip

Tasks for Customers who are 'on trip.'

Most customers are indeed happy on their trips! Unfortunately, when several at a time have issues, it can feel like everyone is upset and grumpy. Just remember that the vast majority of renters are super thrilled and that we do get 'problem customers' once in a while. 

Checkout

Tasks for Customers during 'Checkout'

This is the next major phase of your job. 

John: Make inventory ‘checkbox’ into a task for his ‘home' in Clickup

Damage?
Charges?
5 Star?

Mark ‘complete’ for items in van task list. 

Write in next mileage task when one is completed

Check roof box for damage 

Return Inspection

Check roof box for damage 

Gas levels

Body damage

Tire damage

Underside of van

Final checklist review

Previous issues found: 

Orca wasn’t locked - check locks all vans before leaving

Cooking pads shredded

Fairy lights cord dangling 

Little bear stunk - needed carpet shampoo

Missing trash bags spool

Alignment was off

Side window was leaking air 

Cracks in roof boxes

Confirm Dirt Road Driving Report

Customer Disagrees with Dirt Road Driving Charges

Hi XXXTHEIRNAMEXXX,

As you know, we don't allow dirt road driving except for a maximum of 1/4 mile to and within established campgrounds. If this rule is violated, we make it extremely clear that you will lose your security deposit. 

 You understood and agreed that you would not drive off of paved roads during your trip. 

 This rule is made extremely clear in the rental agreement that you signed. It's in our terms of service that you agreed to. The rule is mentioned in our listing. It's in the training videos that you confirmed to have watched in the quiz. It's a quiz question that you correctly answered. We reminded you via email on a multitude of occasions. However, you continued to drive off road during your trip.

The following instances are each supported by the attached timestamped GPS tracking screenshots and satellite images of the roads you drove on:

DATE-DISTANCE
DATE-DISTANCE
DATE-DISTANCE

Also attached are screenshots of your rental contract, our terms of service, and timestamps for when you signed and agreed to not drive off road. If you would like to consult with an attorney regarding our decision to retain your security deposit, please provide them with these attached screenshots and documentation. In addition, please show them our terms of service at vegascampers dot com / terms-of-service . Specifically, reference the introduction section, "Prohibited Use of the Rental," "Allowed use of the Rental," and the consequences for violating these terms.

 Sincerely, 
YOURNAME

Checkout to Complete - What to Double-Check

Maintenance

Handling Problems / Broken Camper Features

You will receive messages via ClickUp from customer service
If a renter reports that something in the camper isn't working correctly or is broken
AND 

Customer service doesn't know how to handle it. 


- This does NOT include mechanical / lockout / engine issues. Those are 'roadside assistance.' This is only for items in the van and features for the camper van. 


 1. Look for the answer before proceeding. 

- Is their question in the FAQ? 

- Is their question covered in the training videos? 

- Is it covered in the training manual? 


2. Offer a solution to the renter only if you know the answer.

- Don't send them to the FAQ or the training videos unless you know that the answer is in those places. The renter is already frustrated or worried. Don't make it worse by sending them to a resource where there is no solution.


3. If you don't know the answer, get more information. 

Ask them for photos and get a full description of what's happening if they haven't already sent it. 


Message the renter:

Hi XXX

I'm going to reach out to John on this one. In the meantime, would you please text a couple of photos to 702-608-1545 and message any other relevant details? I'll be sure to pass them along to John. 


4. Then message John: 

Hey John, a renter is having an issue with XXVANNAMEXX. Here's what they said: 

XXPASTETHEIRISSUEXX

I've attached their photos of the issue. 

Will you please reply to them or let me know what to tell them? 

- Angela 

XXATTACHTHEIRPHOTOSXX


5. Report the issue in their ClickUp notes so that they can be charged accordingly. 

This gives us a record of the issue for their checkout process.

Accidents / Damages / Mechanical / Roadside Assistance / Key Issues

How to handle accidents, roadside assistance, and mechanical issues 

- This does NOT include anything with the RV/Camper build. Those are 'Handling Problems / Broken Camper Features.' This is only for the engine, car components, lockouts, accidents, etc.


1. Ensure that everybody is OK and safe. 

If they are not in a safe location or if someone needs medical attention, advise that they do those things first. We cant offer medical attention and we can't help them until everyone is safe.


2. Make sure they follow the steps listed in the Vanual and videos

DON'T send them to the videos. Walk them through the steps. Watch the video and read the vanual. Ask them to do those things, one by one. 


3. Make sure that Outdoorsy knows about the issue and is helping the renter.

Open a chat with outdoorsy and ask that they get in touch with the renter to help them resolve the issue. 


4. THEN, AFTER all of those things are taking place, contact John to let him know what's being done to solve the issue.

Until those things happen, there is nothing that he can do to help the renter.


5. Report the issue in their ClickUp notes so that they can be charged accordingly or moved to 'insurance claim,' if needed.

Adjust next renter mileage after driving the vehicles

How to handle accidents, roadside assistance, and mechanical issues 

- This does NOT include anything with the RV/Camper build. Those are 'Handling Problems / Broken Camper Features.' This is only for the engine, car components, lockouts, accidents, etc.


1. Ensure that everybody is OK and safe. 

If they are not in a safe location or if someone needs medical attention, advise that they do those things first. We cant offer medical attention and we can't help them until everyone is safe.


2. Make sure they follow the steps listed in the Vanual and videos

DON'T send them to the videos. Walk them through the steps. Watch the video and read the vanual. Ask them to do those things, one by one. 


3. Make sure that Outdoorsy knows about the issue and is helping the renter.

Open a chat with outdoorsy and ask that they get in touch with the renter to help them resolve the issue. 


4. THEN, AFTER all of those things are taking place, contact John to let him know what's being done to solve the issue.

Until those things happen, there is nothing that he can do to help the renter.


5. Report the issue in their ClickUp notes so that they can be charged accordingly or moved to 'insurance claim,' if needed.

With every oil change

Bleach water jug 

Add windshield fluid

Tighten roof clamps

Wash out roof box

Take van for drive to see how it handles 

Repairs

Fuse replacement

"I need to replace a blown fuse! What size should I get?" 

The fuses are located above the water jug. Carefully remove the water jug and look in the compartment. You will need to remove a plastic panel. Each fuse is labeled. Here are the sizes you may need to replace depending on what's not working:

15amp - fan
10amp - water/lights
10amp - fridge
40amp - inverter
20amp - solar
20amp - 12volt ports

To replace, just pull the bad fuse out and push the new fuse in. Check the electrical to make sure it now works. 

Overhead Ventilation Fan Repairs & Fan Speed Modulator Fix

Replacing Broken Bed Support End Caps

Couch Won't Lock Into Place

Replacing Fairy Lights

Fixing/Replacing Curtains

Sink Stopped Working

Issues or Problems 

Marking a van as unavailable

- Communicate with the cleaning team for scheduling changes

Recording Known Damages


Handling Insurance Claims

Initiate a claim

Glass Damage

Handling Rock Chips

Rock chips are relatively simple. Usually covered by a quarter, sometimes up to a dollar bill crack can be repaired for free.


1) Initiate a 'glass repair' claim with Allstate. 

Call: 1-800-669-2214 and follow the prompts for a new glass claim. 

**Do not agree to get a text link or to file online. It doesn't work. Filing online is not an option with this commercial policy.


2) Let the representative know there's a rock chip and provide YOUR contact information and the vehicle information of the damaged vehicle.

(info at the top of this page for vehicle details)

Policy number:  648947590

Policy Holder:

John Beede / VegasCampers, LLC

702-809-2727

2657 Windmill Pkwy #373

Henderson, NV 89074


3) Open Google calendar to find a date that will work for the repair. Provide our address for service OR choose a service location where you can take the vehicle for a drop in service. 

Closest facility is Sunset and Eastern. There's another at 1251 American Pacific Dr Ste 119

I find it easiest to request mobile service for them to come to: 6380 Annie Oakley Dr, Las Vegas, NV 89120


4) Take van to shop or communicate until repair is completed. 

If mobile is scheduled, on the date of scheduled service, have your phone available as they will need  access to the van and keys. You can give the gate and lockbox code. You could also leave the van out front of the storage facility so they can easily access it.

Notes: 
If you need a faster repair, you can schedule an appointment but then take the van to a safelite shop early in the day on a 'standby' basis. They will already have the claim in their system. I've never waited for more than an hour for them to get a chip repair fixed. 


Glass chip repairs are free.


It's possible that the glass could be damaged during the repair.  if that happens, we have to pay $250 to get a new windshield. 


Safelite won't repair cracks in direct line of sight of the driver.


Safelite won't repair windshields that have already had three chips. In that case, we need to replace the windshield for $250.

 Get estimate, schedule, facilitate repair

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