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25/01/07 Fleet News - Improving customer relationships is key
The recent 'The Fleet Crystal Ball' (Fleet News, January 4) highlighted that risk and environmental issues are significantly playing on people’s minds.
These will undoubtedly have a big impact on the sector this year, but we shouldn’t overlook some of the other key issues.
New regulations and government legislation will continue to shape working relationships and service delivery.
For example, the introduction of the PAS125 Kitemark standards for vehicle repairers is welcome, particularly for bodyshops.
With such legislation there needs to be a balance between policies that develop the industry and red tape that causes unnecessary complications.
We will also see further legislation, such as the revisions to the Working Time Directive requiring companies to re-evaluate their operations and co-operate closely with their suppliers, customers and peers.
Relationships between customers and outsourced service providers will also shift as the revival of the company car presents increased cost and management implications.p>
As more customers become increasingly strategic about choosing a partner, the emphasis on demonstrating tangible benefits to their operational needs and the consistent delivery of results will be key. Undoubtedly, the next year will present a fresh set of challenges but building effective relationships that focus on the customer will help all groups within the industry to pull together and maximise the opportunities that these present.
Tracy Pepper Managing director, FMG Support
