A Focus on Customer Needs
How do you stand out in the crowded hire and rental business? For Smart Hire, the answer is clear: specialise in equipment that supports reliable excavation work.
Owners Hein and Veronica Otten believe customer service is the foundation of any successful hire business. “It often pays to specialise so your company becomes known for expertise in a key area,” they explained.
From Rental Centre to Excavation Work Specialist
Nine years ago, the Ottens acquired Carnegie Rental Centre and renamed it Smart Hire. They soon discovered that landscaping, building, and plumbing contractors made up about 80% of their contracts in south-eastern Melbourne.
Recognising demand, they purchased their first 1-tonne Takeuchi mini excavator. The response was immediate. Contractors relied on it for excavation work such as digging trenches and footings.
Expanding the Excavator Fleet
Customer demand grew so strongly that Smart Hire added ten more Takeuchi excavators over the past five years, including 1.6-tonne and 2.7-tonne models.
“Our investment in these robust machines was a smart decision,” said Hein. “Customers tell us Takeuchi excavators are easy to operate and consistently reliable. Operators also find them stable and comfortable, even on longer jobs.”
Smart Hire provides a range of attachments such as buckets, jackhammers, and post-hole diggers. Although they stock other brands, customers often request Takeuchi machines. The extra power helps them complete jobs faster and more efficiently.
Excavation Work Drives Growth
Specialising in excavation work has transformed Smart Hire’s business. Over the past five years, the company expanded significantly, now employing 22 people across two locations. Their Carnegie and Oakleigh South depots provide a combined 5,000 square metres of operational space.
Hein and Veronica credit their focus on excavator hire for much of their growth. “There is no doubt that our decision to specialise in excavation equipment made a major contribution to our expansion,” they said.
