By Gareth Jones, managing director, Dawsonrentals Vans
Some businesses seem to believe appropriate customer service is simply leaving clients on hold for hours on end listening to irritating music, driving them to the brink of frustration.
Such companies would do well to remember that their customers are with them 52 weeks a year, so it is vital to meet their needs and, where possible, address concerns before they arise.
This is especially important in commercial vehicle hire, particularly when dealing with vehicle downtime.
From delivery services to highway maintenance, the list of professions that rely on commercial vehicles to complete day-to-day tasks is extensive and the financial impact of a vehicle off the road can be critical.
So how can a provider make each of its customers feel valued? It can be as simple as having a personal approach with its clients and implementing a customer-first management strategy.
However, in reality, supporting customers through vehicle downtime will have the most significant impact.
In order to successfully address damages and downtime, transparency is vital. Suppliers should never underestimate the importance of being in communication with their customers; it allows them to anticipate issues before they arise, which avoids the start of a ‘blame game’ relationship.
It is also important to understand the impact of technological advancements on the way fleets are managed and operated. For a supplier to really take advantage of what’s on offer, it has to be smarter than its competitors and differentiate its customer service offering, making use of security technologies that monitor efficiency and track vehicle activity.
The assurance that a business operates with a customerfirst approach to downtime will create reliable, conscientious service. Maintaining strong relationships with customers benefits businesses far beyond this.
By putting customers first, suppliers can increase their live trading accounts, develop strong partner relations and increase growth.
Customer service really is the key to success.