By Christopher Lyon, NTEA Director of Fleet Relations
This article was published in the August 2016 edition of NTEA News.
Rapid technological advancements are changing the way fleet managers work. They are expected to keep up with the times and increase efficiency — which means doing more with the same or less resources. An unintended consequence is fleets may be utilizing their equipment in a different way than designed.
Do you fully understand how your customers operate the equipment you sell to them? Most truck equipment upfitters and manufacturers would say yes. Often, though, fleet managers experience equipment failure simply because they are not using it as intended. At the other end of the spectrum, some fleet managers do not know how the equipment they manage is actually utilized or what options are available. This presents an opportunity for progressive vendors that make the effort to understand customers’ needs.
More than sales
Taking extra time to fully grasp how equipment is being used can put you in the driver’s seat. It enables you to teach both novice and seasoned fleet managers how to design equipment more suitable for the tasks required — whether through proper design or new technologies to boost efficiency. This has the potential to strengthen working relationships with customers.
Beyond listening
Good service dictates customers are always right…except when they’re wrong. This can be a sensitive area, so tread lightly. Listen, but understand the people you’re speaking with may not actually use the equipment. While fleet managers actively try to anticipate all scenarios for equipment being purchased, they may fall short at being experts. Ask if you can talk with end-user supervisors and go to the job site to see the equipment in action. This gives you the chance to talk with actual users and gain firsthand experience.
Avoiding future problems
Verbal communication can be effective in determining equipment utilization. However, as specialized pieces have a longer life cycle, it’s important to be familiar with operational needs. Unfortunately, equipment that fails to perform — whether due to improper design or unintended use — is never forgotten.
If you have any questions, contact Chris Lyon, NTEA director of fleet relations, at 248-479-8196 or chris@ntea.com.