By Christopher Lyon, NTEA Director of Fleet Relations
This article was published in the October 2018 edition of NTEA News.
As your business and customer relationships mature, small cracks can unnoticeably form. While not detrimental, over time, they can compound into larger issues. As your fleet customers regularly provide preventative maintenance to their equipment, it’s important to give your organization routine checkups. This may offer a fresh perspective and ensure you’re on track to avoid any surprises down the road.
So, what should you look for during your exam? Several areas are critical in maintaining long-term client relationships.
Supporting customers
Start by reviewing core functions of your customer service to ensure it meets buyers’ needs. Learn what’s important to them and confirm you’re providing the services they need to get the job done. One of the biggest issues is consistency in product and workmanship. Fleets often standardize their equipment, so taking an extra few moments when manufacturing vocational equipment to guarantee consistency is important. Wiring and hydraulic hose routing are commonly overlooked components. While the end result often does not affect final-unit operation, it can significantly impact end users. Also, inconsistencies with off-the-shelf components create issues for users who maintain and troubleshoot failures. Having units built exactly the same saves time and boosts customers’ efficiency.
Warranty
While warranty work is not a revenue-generator, it should be reviewed as well. When a customer calls for warranty service, their new (or newer) piece of equipment is likely out of service. Also, they are probably frustrated with the failure and concerned as to when it will be back in service. Sometimes customers have unrealistic expectations, but you can help manage those by being transparent and up-front about the level of warranty you’ll be providing. Be careful not to over-sell what you will ultimately offer, as this can be one of the most damaging actions to a customer relationship.
Communication
Communication is golden, so make sure those plans are included as part of your checkup. Understanding how your customers want to communicate is important. Do they prefer email, phone calls or visits?
While needs vary by customer, in every situation, you should:
- Effectively communicate with all stakeholders
- Provide a realistic level of customer and warranty support
- Ensure understanding of promises made
- Keep your promises and be transparent if issues arise
For more fleet information, visit ntea.com/fleetresources.