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Newport Beach, California - October 2024 - Kaye Gitibin, Co-Founder and CEO of Go Rentals, recently shared insights on creating exceptional customer experiences as part of a feature in Authority Magazine’s series on standout business practices. In his interview, Gitibin emphasized five core strategies to create a memorable, "Wow!" customer experience and detailed the journey of building Go Rentals into a premier vehicle rental service for elite travelers.

Go Rentals, established in 1995 by Gitibin and his brother, began with a small fleet of vans and has since grown to serve high-net-worth clients and private aviation travelers across the United States. The company’s approach centers around a “white-glove” service model that puts customer satisfaction at the forefront.

Here are the five principles Gitibin discussed to deliver a “Wow!” experience:

1. Understand Your Guests’ Needs - The key, according to Gitibin, is to prioritize the actual needs and expectations of customers over any pre-set business model. “If you understand their needs, you’ve already met one of the most vital criteria of the customer-service experience,” he said.

2. Service Excellence - For Go Rentals, service goes beyond the ordinary. Gitibin underscores the importance of setting high service standards and ensuring that team members know they are an integral part of the brand’s identity.

3. Focus on Training - Training at Go Rentals is a continuous process, ensuring that every team member is well-versed in customer service fundamentals. “Some companies walk away from the fundamentals,” Gitibin shared, “but we embrace them fully.”

4. Build Relationships, Don’t Sell - Gitibin believes in cultivating genuine connections. “Too many companies are going for the hard sell,” he noted. “Build sincere, meaningful relationships, and they will come to you.”

5. Honor Commitments - Gitibin attributes Go Rentals’ success to a steadfast commitment to reliability. “When you make a commitment to underpromise and overdeliver, make sure you stick to it,” he advised.

Gitibin also shared memorable moments that highlight Go Rentals’ customer-first approach, including arranging special touches like a dozen roses for a guest’s date. In a humorous reflection, he recounted his and his brother’s early attachment to their fleet, checking each returned vehicle meticulously, as though they were “giving [their] child away” with each rental.

Since those early days, Gitibin and his team have transformed Go Rentals into a high-touch service that not only meets but anticipates clients’ needs. With locations across major U.S. cities, the company is recognized for redefining customer service in vehicle rentals, a dedication solidified by their position as the only Official Elite Rental Car Company recognized by Forbes Travel Guide.

Gitibin also emphasized the ripple effect of exceptional service, sharing stories of referrals and endorsements from high-profile clients who have turned their personal experiences into formal partnerships with Go Rentals. “Great customer service is essential for success,” he shared, “especially when it’s woven into the very culture of your business.”

To learn more about Go Rentals and our unique approach to customer experience, connect with them on Facebook, Instagram, and LinkedIn.

Read the full article from Authority Magazine.

About Go Rentals

Founded in 1995, Go Rentals delivers elite car rental services for discerning travelers. With a commitment to personalized service and a robust understanding of the aviation industry, Go Rentals operates in over 250 locations nationwide, making it a preferred choice for clients in private aviation and luxury travel.