Celebrating Excellence!
NAFA Fleet Management Association is having its 60th birthday in 2017 and you will want to be part of its milestone celebration at the annual Institute & Expo in Tampa next April 25-28. Registration is now open.
I have been a proud and active member of NAFA for several decades, yet still marvel – year after year -- at the superb educational programs, the Expo floor of exhibitors, and the outstanding networking offered at I&E. It really can’t be beat.
One of the most exciting events at NAFA I&E occurs the evening we honor the best and the brightest in the fleet management industry with Fleet Excellence Awards (FLEXYs). NAFA is now calling for nominations of corporate and public fleet managers who should be considered for a FLEXY. It is an enormous honor to be recognized by your industry like this. Who do you know?
Janice Sutton
Editor in Chief
Just One More — The Difference Between Average and Exceptional
By Laura Jozwiak, Senior Vice President of Sales and Client Relations, Wheels, Inc.
What an honor it is to be asked to contribute to Fleet Management Weekly, especially regarding a topic I am passionate about – customer service!
My mission with this column is to engage with the extensive and varied experiences of the fleet industry on this important topic. I invite you all to take part in the conversation that will, hopefully, inspire each of us to strive for more -- more positive results, more exceptional experiences, and more trusted relationships.
It often can be just that one more thing that takes us from average to exceptional. Actually, the difference between average customer service and exceptional customer service is relatively small. I think about the ‘one degree’ rule. At 211 degrees Fahrenheit, water is hot. At 212 degrees, water starts boiling and turns to steam. Steam can power locomotives, factories and ships. Hot water can’t.
What you do above and beyond the norm is what creates customer loyalty, trust and superior service.
Case Study: BT Halves Collision Rates and Cuts Costs by £10+Million Per Annum
BT, which operates one of the largest motor fleets in Europe, has recently revised and updated its occupational road risk policy and programs – in part to allow for improved privacy management and detailed data integration through its Driver Index and risk data warehouse. To date, the company has cut its collision rate from over 60 per thousand vehicles in 2001 to 30 in 2009, reducing costs by approximately £12 million per annum in the process.
This has been achieved through a range of initiatives including:
Ben Langley: Safety is an Important Value
Safety is something that is part of you. It’s a value. In fact, it’s an incredibly important value for both individuals and organizations.
Your Newly-Licensed Teen May Not Be as Good a Driver as You Think
In the past decade, fatal car crashes for teen drivers ages 18 to 20 haven't declined as much as those for younger teens, ages 15 to 17.
That's according to a study commissioned by Ford Safe Driving for Life, a program to teach teens to be safer drivers.
Jim Graham is Manager of the program. He says the problem appears to be that more teens are waiting until they are 18 or older to get their license.
"They probably didn't have any training until they went in to get their driver's license," says Graham, "because after 18, you don't have to go through graduated driver's licensing, you don't have to go through driver's ed."
