Ensuring its staff understand the needs of fleet customers helped Johnsons Fleet Services secure the Fleet Dealer of the Year award.
The 35-strong team in Tamworth have an average length of service of seven years, with expertise in all sectors.
The head of fleet is continually evolving the operation to adapt to changing customer needs, while the national leasing manager develops and improves its service to contract hire companies.
The major account sales team works with customers, leasing companies and manufacturers to produce choice lists, write effective fleet policies and organise ‘ride and drive’ events, while a local sales team focuses on SME operators.
Meanwhile, a team of account managers look after all end-users, leasing and fleet management companies, and a preparation centre manager ensures timely vehicle deliveries.
Demo, delivery and dedicated fleet accounting teams also guarantee the necessary back-office support.
Furthermore, every single member of the team, regardless of position, must join a delivery driver during a handover every three months.
Johnsons Fleet Services says this ensures they all understand that “special moment” a customer enjoys when receiving their vehicle.
It also briefs all staff following leasing company reviews and manufacturer meetings to share important news which may impact fleet customers.
Importantly, it summarises any changes to legislation affecting fleets in layman’s terms to avoid the confusion so often seen in the marketplace.
It insists that when a fleet customer enters a showroom, they should not be treated any differently to a retail customer, specifically in terms of advice, time spent, static and on-road demonstrations, and vehicle specific queries.
Johnsons Fleet Services also offers retail staff a generous referral programme for any fleet customers that enter any one of its 43 dealerships.
It’s an approach that has proved successful, helping it to grow its existing fleet business and by winning new prospects over the past year.
Finalists: Johnsons Fleet Services, Swansway Group, TrustFord
Award sponsored by: Leasys UK