The Final 3
Each issue, we ask a fleet professional to share three keys to fleet success.
This issue’s Final 3 participant is Tim C. King, author of the book “Fleet Services: Managing to Redefine Success” published by SAE International (http://books.sae.org/r-447/) and former manager of fleet services for what is now NV Energy (www.nvenergy.com), an electric and gas utility in Nevada with over 1 million customers. King also will be a presenter at Utility Fleet Conference 2017 at ICUEE in Louisville, Ky., a fleet education event that will take place October 2-4 (https://utilityfleetconference.com/).
#1. Aim high.
“Require excellence with everything. Benchmark your service performance on organizations that thrive in the most successful industries – such as high-growth startups – not just other fleets. The goal is to consistently exceed expectations by achieving unexpected win-win results with all your customers.”
#2. Remember that successful fleet management begins by identifying all your customers.
“Customers define your success. So, all customers must be identified. These include your executives/owners and all internal recipients of services, external customers and ancillary customers, such as internal supporting services. This last group also includes external regulatory customers such as local, regional, state and federal regulators.”
#3. Be bold and lead change.
“Recognize you’re going to do things differently. For this level of success, you won’t be able to rely only on typical industry standards as a guide. By gaining a broader knowledge and perspective of customer service, learn to outgrow baggage such as history, culture, paradigms and similar other misperceptions. And realize success depends on process redesign, not just the normally required process improvement.”