Proactive, flexible, knowledgeable, inquisitive, honest and adaptable. These are some of the key qualities fleets want to see from their leasing and fleet management companies.
Fleet operators have shared their views on how leasing and fleet management companies could improve the service they provide to fleets and several key themes emerged from the answers.
Many fleets refer to traditional issues, such as the handling of damage recharges, which many feel is inflexible, particularly when vehicles have covered higher mileages.
Fleets also want their suppliers to get processes right and train the right people for the job to spot potential problems and react before they occur.
One fleet operator said: “I would like to see better account management and systems. Suppliers could also ensure their employees have a better knowledge of the business they work for and its offering to the industry.”
Another said: “I would like to see better invoicing processes. Suppliers should review reporting on an annual basis to ensure what was relevant then is still relevant and suggest changes if necessary.”
Fleet operators say they would welcome a more consultative approach, as long as it’s free from the ‘hard sell’ and that they enjoy a supplier taking a hands-on approach to proactively sorting out fleet issues.
As one fleet said: “They should address our business needs, rather than trying to fit us into a model that the supplier already has.
“Offer a consultative approach to identify products and services that would be relevant to the business, rather than just focusing on products that they want to supply.”
The rewards are there for the suppliers that make the effort. One company commented: “Firms need to step back from the call centre culture that the lease industry has become and reduce the number of clients each team deals with.
“In my experience, the providers which go the extra mile and think outside of the box are the ones that will reap the most reward. That includes being clear and transparent with customers, even if it means upsetting the apple cart.”