Hiring a car should feel straightforward. Yet many people come to us after experiencing the opposite: confusing pricing, impersonal service, or stress at the collection desk when they’re already pressed for time. Whether it’s a family weekend away, a replacement vehicle while yours is off the road, or a last-minute work commitment, the reality is simple: when you need a car, you need confidence as well as keys.
At Lanes Car Hire, we’ve spent decades learning that excellent customer service isn’t an “extra” in car hire; it’s what makes the entire experience work.
If you’d like to speak to us directly, call 020 8290 4567 or email carhire@lanesdriving.co.uk, and we’ll be happy to help.
At Lanes Car Hire, we believe great customer service isn’t about scripts or shortcuts. It’s about listening, being honest, and making car hire feel as easy as it should be every single time.
Why Customer Service Matters So Much In A Car Hire Service
A car hire service is rarely just about the vehicle. For most customers, it’s tied to a real-life situation: a busy schedule, an unexpected breakdown, or an important journey that can’t be delayed.
Good customer service means:
Clear communication before you arrive
Fair, transparent pricing with no surprises
Support when plans change
Confidence that the vehicle is safe, clean, and ready
When these elements are missing, even a good car can feel like a poor experience. When they’re done well, the entire process becomes calm, efficient, and trustworthy.
Our Experience: What Customers Really Value
We’ve been providing a reliable car hire service from Bromley since 1976. Over the years, we’ve served generations of customers across Kent, South East London, and Surrey. That longevity has taught us an important lesson: people remember how they were treated long after they return the car.
From our experience, customers value:
Being spoken to like a person, not a booking reference
Honest advice on vehicle size, transmission, and hire duration
Clear explanations of insurance, deposits, and mileage
Staff who are available before, during, and after the hire
This approach is reflected across our website, particularly on our Cars Available page, where we clearly show vehicle options, pricing, and specifications without hidden conditions.
Transparency Builds Trust In Car Hire
One of the biggest frustrations we hear from new customers is unclear pricing elsewhere. A headline rate can look appealing, only to be followed by additional charges later.
That’s why transparency sits at the heart of our car hire service. We:
Display prices clearly, including VAT
Explain deposits and excess upfront
Offer optional extras openly, not by default
Set clear expectations around fuel, mileage, and returns
Our Prices page is designed to answer common questions before you even pick up the phone. When customers understand the costs from the start, they feel far more relaxed and confident about their booking.
Personal Service Beats One-Size-Fits-All Solutions
Every customer’s needs are different. A small automatic for city driving is very different from a seven-seater for a family holiday. That’s why great customer service means taking the time to ask the right questions.
We regularly help customers choose:
Manual or automatic vehicles based on comfort and confidence
Short-term or extended hire options
The right-sized car to avoid unnecessary costs
Weekend hire solutions that actually fit their plans
This personalised approach is something we’re proud of, and it’s a key reason many customers return to us year after year.
Support Doesn’t End At Collection
A reliable car hire service doesn’t stop once the keys are handed over. Support during the hire period matters just as much.
At Lanes Car Hire:
All vehicles are regularly maintained and serviced
Comprehensive insurance is included
RAC roadside assistance is provided for peace of mind
Our team remains available if questions or issues arise
This level of support is significant for customers who are hiring a car because they have to, not because they planned to. Knowing help is just a phone call away makes all the difference.
Local Knowledge Makes A Real Difference
Being a local, family-run business means we understand our community. We know Bromley, Kent, and the surrounding areas well, and that local knowledge helps us offer better advice and more practical solutions.
Our find us page shows how easy it is to collect your vehicle from 27 Hayes Lane, Bromley, BR2 9EA. Many customers tell us they prefer dealing with a local business where accountability, reputation, and relationships genuinely matter.
How Great Service Builds Long-Term Trust
Trust isn’t built in a single transaction. It’s built through consistency, doing the right thing, every time.
We believe an excellent car hire service should:
Be honest, even when it’s inconvenient
Respect the customer’s time
Offer clear guidance, not pressure
Deliver exactly what was promised
This philosophy underpins everything from our booking process to our aftercare. It’s also why customer reviews consistently highlight friendliness, efficiency, and reliability rather than just price alone.
Choosing A Car Hire Service You Can Rely On
At Lanes Car Hire, we’ve learned that cars come in many shapes and sizes, but excellent customer service always looks the same: clear, friendly, and dependable.
If you’re looking for a car hire service that values your time, listens to your needs, and delivers exactly what’s promised, we’d be delighted to help. Call 020 8290 4567, email carhire@lanesdriving.co.uk, or explore our website to find the right vehicle for your journey.
FAQs
1. Why is customer service important in a car hire service?
Hiring a car often involves time pressure or unexpected situations. Good service reduces stress, avoids confusion, and ensures you get the right vehicle without unnecessary complications.
2. How can I tell if a car hire company is transparent?
Look for transparent pricing, visible terms, upfront deposits, and staff who explain insurance, mileage, and fuel policies without being asked.
3. Does personal service really matter for short-term hire?
Yes. Even a one-day hire benefits from the proper vehicle selection, clear instructions, and support if plans change unexpectedly.
4. What should I expect from a reliable local car hire service?
Clean, well-maintained vehicles, honest advice, accessible staff, transparent pricing, and ongoing support throughout your hire period.
