Some fleet managers have an adversarial relationship with drivers. These internal customers aren’t your nemesis. In order to develop a service mindset, you need to view work from the customers’ perspectives. Define your functions with the customer in mind. The fleet manager is responsible for creating a fleet culture that values all internal customers, even difficult ones.
How does your customer service measure up against other companies’ efforts, whether they are in your industry or outside of it?
Some fleet managers lament they used to be in "control," but now "share" responsibility, requiring approvals or buy-in from every affected department. Fleet managers must learn to be diplomats, because interdepartmental conflict can have a corrosive effect on how departments work with fleet operations.
Automotive Fleet magazine conducted a survey of General Motors' largest commercial fleet customers, immediately following its June 1 announcement that it filed for voluntary Chapter 11 bankruptcy protection. Here's what these commercial fleet managers had to say.