Rental Contracts: A different approach to customer service.

Julie Arosteguy – Made in the Shade Scheduling & Contracts Coordinator.

Let’s talk about contracts. I have been the Contracts Coordinator at Made in the Shade for over a year, and in that year, I have fielded a lot of questions about our contracts—some of which I thought I could answer for you here.

Why are your contracts so long?

Our contracts are a little daunting. I get that. It can be overwhelming to open a PDF attachment and see that it is over 5 pages long. We are currently working on making our contracts more succinct, but that is proving to be difficult—mainly because, believe it or not, the information we ask about is very important to our planning process. What we ask is pertinent information that is relevant to your specific event—even more than the basics about your dates, sites, and access to that site. The information that you provide can make a big difference, it’s information that can’t be expressed over the phone. By having a clear snapshot of what we will experience when we arrive at your event site, we can plan accordingly. Remember, we are traveling to you (there are hurdles that present themselves in that single action alone), and when we arrive, we want to be able to jump right in to the install or removal. With that being said, we still don’t want you sitting and filling out paperwork all afternoon, so we are working to find the best ways to distribute and receive the forms. If you use Adobe Acrobat, we have made our contracts fillable online, to make the process as painless as possible. If you need assistance, just call us!

Why do we send out our contracts with our quotes?

As we enter into our busy season (April-June & August- October), our schedule gets CRAZY. As much as we would like to accept every job that comes our way, due to a high volume o

f inquiries and quote requests, or existing bookings (typically annual events book a year out), we are forced to be a little more selective when quoting jobs. We have to be certain we know that the jobs we take on do not compromise the level of customer service that Made in the Shade has become known for. We have always remained transparent and honest with potential new and returning customers—in a way, we have had to adopt a “first-come, first-served” mentality.

Can I change my order once my contracts are submitted?

Absolutely. Our contracts are viewed as reservation documents. Once the documents (the rental & sales conditions, payment form, event profile, etc.) are submitted and approved, your job date will be placed on our schedule and the planning process will begin. Outdoor events in Northern California happen 365 days a year, but April-June and August-October are peak months, so if your event falls in these months, it is important to submit your contracts early. We want to make sure we’ve got you covered, but we also know that events expand and contract during the planning phase. Changes are definitely accepted, we just want to make sure that we can finalize your rental around two weeks prior to your delivery date.

on April 8 • by

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Tom Ursini

We have been working with Made in the Shade for all of our clients tenting needs for over 10 years. They continue to provide exceptional service and products, going beyond when the unforeseen happens. During one of our own personal tragedies, they were right there to help us with a temporary shelter so we could continue working. Thank you MITS Family!

Tom Ursini, General Manager, The Party Concierge, Inc.

2016-06-28T15:23:39+00:00

Tom Ursini, General Manager, The Party Concierge, Inc.

We have been working with Made in the Shade for all of our clients tenting needs for over 10 years. They continue to provide exceptional service and products, going beyond when the unforeseen happens. During one of our own personal tragedies, they were right there to help us with a temporary shelter so we could continue working. Thank you MITS Family!

Kim Parrino

Fleet Feet Event Management has been a client of Made In The Shade since 2009. I always feel we have so many options to choose from when we establish our needs beyond the tent itself, fans, lighting, heaters, clear decorative walls. The Made In The Shade team has been so consistently professional, honest, hard-working and dependable, and it has been an absolute pleasure to work with you.

Kim Parrino, Events Manager, Fleet Feet Event Management

2016-06-28T15:24:14+00:00

Kim Parrino, Events Manager, Fleet Feet Event Management

Fleet Feet Event Management has been a client of Made In The Shade since 2009. I always feel we have so many options to choose from when we establish our needs beyond the tent itself, fans, lighting, heaters, clear decorative walls. The Made In The Shade team has been so consistently professional, honest, hard-working and dependable, and it has been an absolute pleasure to work with you.

Kerri

Made in the Shade is a company we can always count on, their customer service goes above and beyond, their service and quality of equipment is outstanding. We enjoy partnering with them on events and festivals alike. We highly recommend their service!

Kerri, Aba Daba Party Rents

2016-06-28T15:31:57+00:00

Kerri, Aba Daba Party Rents

Made in the Shade is a company we can always count on, their customer service goes above and beyond, their service and quality of equipment is outstanding. We enjoy partnering with them on events and festivals alike. We highly recommend their service!