Too true. I rent kayaks. My best customers: rent a bunch of kayaks, have used them before, just need the equipment. Easy dropoff and signature for me. They usually rent all day cause they know they might be out for a while.

My worst customers: Don’t know where to go, what kayaks to rent, and how long to go for. Easy 15 min phone call. At dropoff they take forever to get their stuff together, need instructions and help getting in water. That’s another 30 minutes at least. Usually these people rent for 1 or 2 hours and try to squeeze people on a tandem. More time, less money. These are the only people that ever complain too. One guy wore jeans and complained that he got wet…

I’ve raised prices on shorter rentals, made online booking easier, give clear and concise info on confirmation, added free to longer distance/inconvenient dropoffs, and am not afraid to just say no when it’s not worth my time.