Category: Working With The Best

Company Culture: 7 Steps To Creating A Happy & Authentic Culture

Many small businesses do not understand the concept of a company culture; they don’t tend to think it is something that applies to their business. According to 7 Steps To A Happy, Authentic Company Culture, creating a happy and authentic culture is actually an important concept for all businesses and it can provide a lot of positive value. Once you foster this type of company culture you will find that it makes working at your business both rewarding and fun for you and your employees. Not only will this boost company morale but it will also boost productivity; happy employees are more likely to work harder because they will want the business to succeed.

1. Make Your Company Culture Your Own

It is a huge mistake to create or embrace a culture that is not true to you. It’s important you understand yourself and do not try to replicate the culture at another company. For example, if you are a nerd at heart, then it is cool to be a nerd at your business; build your culture based on your ideals.

2. Do Not Hire Clones Of Yourself

Hiring a diverse group of employees can be extremely beneficial for your business and hiring only people who are like you can actually handicap you. Hire people of all different backgrounds, skill sets and personalities as long as they have similar business goals or end results in mind.

3. Avoid Cancerous Employees

Just because an employee is a top performer, does not mean you should keep them as an employee. You need to avoid employees who are cancerous to your culture or who do not act in your company’s best interest regardless of how much they produce. Cancerous employees should be let go and replaced with new employees who will embrace and reinforce your company’s culture.

4. If You Have To Fire An Employee, Do It Fast

You are not going to hire the perfect employees each time. If an employee is not going to work out, fire them quickly. Do not waste time deliberating if you know the employee is not a good fit for your company.

5. You Should Model Your Company’s Set Of Values

Once you have a set of company values that all employees agree to uphold, it is important that you model them as the business owner. You also need to make sure that your managers model your company values. This will cultivate a positive experience at your company and reinforce the importance of these values in your business.

6. Acquire Companies With Similar Values

If you decide to acquire another company, vet the acquisition based on the company values as well as their financials. If the company’s values are similar, the acquisition is probably a good idea. If they are completely different, you might lose value trying to combine the cultures.

7. Do Not Over-think Your Company Culture

Your company culture should not be over thought; it cannot be controlled in the same manner other aspects of your business can be controlled such as salaries or office locations. Let the culture unfold naturally by nurturing it and shaping it slowly. It will be worth all the effort you put into it.

Time Management Techniques For Fleet Managers

Yesterday, we addressed how managers can manage their time better using technology and prioritizing in “ Better Time Management For Fleet Managers ”. Today, we will go over other helpful time management techniques fleet managers can use to control their time.

Delegate

If you are fortunate enough to have staff to assist you, you need to make sure you take advantage of them by delegating tasks and authority. Most fleet managers feel that they have to do everything themselves but this is simply not the case. That is a sure-fire way to get stuck working weekends and late nights trying to catch up on your long list of tasks. There is no reason to be involved in every driver call. Your staff can handle many issues without involving you. If there is a problem that needs your attention, your staff can let you know. This way you can attend to the most important work during the day.

Do Not Put Things Off

Although many things are unpleasant, complex and/or difficult, do not put them off. Use a priority system to get all things done even if you are not looking forward to them. When faced with a problem, research the issue and resolve it. Putting something off is not an option.

Keep A Schedule

To improve your productivity, keep a schedule and stick to it. Understand that there are going to be events that will arise to disrupt your schedule and that is okay. Keeping a schedule ensures that you will not be scrambling around trying to accomplish everything that needs to get done. You can keep a schedule in an old-fashioned datebook, on your mobile device or in the computer. Use whatever is easiest for you.

Write It Down

Fleet managers are faced with many issues throughout a day. Whether you use a notebook, computer or mobile device, you can organize your records by writing it down. Many issues may not be high priority; however, you will need to follow up on them. If you do not write it down, you will most likely forget about it.

Better Time Management for Fleet Managers through Technology and Prioritizing

For fleet managers, they are usually busy with no extra time on their hands. With the internet, mobile devices and cell phones, fleet management has become a 24/7 job. There is no such thing as in their “free time” or “spare time”. This means they have to manage the time they do have.

Since much of a fleet manager’s job is reactive, they are constantly responding to inquiries and reacting to crises. This can often take up the majority of the day without the fleet manager getting to regularly scheduled requirements, forecasting and planning which is also required. The pressure can become unbearable if the fleet manager is unable to manage his or her time.

Technology

One of the best tools for fleet managers to help them better manage their time is a GPS tracking system for fleet management. Having vehicle locations, vehicle histories, automatic notification for issues with drivers’ behaviors and maintenance reminders can help free up fleet managers’ time so they are able to focus on other aspects of the business.

Before GPS tracking systems, fleet managers had to try to keep track of all of their fleet vehicles wherever they were located. This is extremely time consuming and complex. With a GPS tracking system for fleet management, fleet managers can easily access the web based software from any computer or mobile device with an internet connection to see every move their fleet makes.

Prioritize

A good manager knows he or she needs to prioritize activities. Any activity that requires direct interaction should be top priority including senior management interactions, meetings, reporting, communications, and follow-ups.

Remember, every driver with an issue thinks it needs to be addressed immediately. Ask yourself “Will the driver be able to conduct business if I do not respond to him immediately?” If the answer is no, then you need to respond immediately.

True emergencies will require your immediate attention such as accidents and breakdowns. If a driver just has a question about company policy or general vehicle information, that driver can wait until your top priorities are met. Sticking to your priorities can help your day run smoothly.

Quality Customer Service: Develop A Competitive Advantage

In order for your business to survive long-term, you must develop a competitive advantage to differentiate your business from your competitors. There are several ways you can do that. One main way you can develop a competitive advantage is to deliver the highest level of customer service that far surpasses your competition.

Train Your Employees

The first thing you need to do is train your employees. Your training needs to provide your employees with all the tools to do their job to the best of their ability and how to interact with your customers. Make sure you emphasize the importance of your customers and the level of service your customers expect from your business. It is essential you invest in developing and training your employees to deliver the highest quality customer service. Focus on reliability, efficiency, personal service and quality.

Deliver Customer Service

Remember, it is more cost-effective to retain your current customers than it is to attract new ones. To retain your customers, you must offer services and products that are not offered by your competitors. High quality customer service adds more value to your customers because it improves your customers’ overall experience. This makes them feel valued and increases the chance they will become a repeat customer.

It is important that you keep the lines of communication open, provide clear information and great service even after the sales. Customers want their questions, comments and issues dealt with quickly, accurately and competently. When a customer pays for a product or service they want to feel like they are getting the best value for their money and they are receiving the highest level of expertise and knowledge.

Provide each customer with specialized attention. The advice you provide each customer must be accurate and available when your customers need it. After a sale has taken place, make sure the customers are taken care of with the same level of care.

GPS Tracking Management Improves Your Customers’ Experience

It’s very likely you have heard the expression “Work smarter, not harder.” If you are like many small business owners, you probably have thought to yourself, “Is it really that easy?” If you manage a fleet of business vehicles, the answer is yes! If you implement a GPS tracking management system helps you to provide higher quality customer support.

We all know competitors that appear to have their business under complete control at all times. They provide high quality customer support, run efficiently and make everything seem easy. You too can have the same level of control in your business.

Even if your company’s service or product might be the superior choice, you can improve your customers’ experience when they do business with you. This can help you stand apart from your competitors and become your area’s leader. Stop wasting valuable talent, energy and time; take a step back and start working smarter.

Add Value To Your Customer Beyond Your Service Or Product

When you get to know the customers in your industry, you are able to determine what they are looking for and what would add value to the service or product you provide. They key is interacting with your customers and getting to know what affects their business or personal life the most. Adding value to your customers’ experience can give your company the edge it needs to make a lasting impression and gain repeat and referral business.

For example, if you are in the plumbing business, you would know that your customers do not want to be given a four hour service window. That means your customer will be stuck at their location for up to four hours just waiting for your plumber to arrive not including the time your plumber is providing the service. Your customers’ time is valuable and that could waste their entire day. Your competitor might not have plumbers as qualified, professional and experienced as yours, however, they might be able to tell the customer they will arrive within 30 to 40 minutes. It is very possible the customer will choose speed of service over reputation, experience and service quality because they simply don’t have 4 hours to sit around waiting.

Implementing a GPS tracking management system, can allow you to easily manage your drivers. The system provides automatic fleet routing and scheduling, vehicle locations, valuable alerts, fleet management reports and much more. When your customer calls to request service, you will be able to tell them, with confidence, an accurate estimated time of arrival. Your dispatchers can also send the closest driver to the customer’s location instead of having the customer wait for a driver who is in another county. Your customers will appreciate the short service window and efficient service.

Automotive Fleet, featured in the recent Bobit Publication, provided insight into the secrets of increasing ones longevity in fleet management. The five main points below are the essentials to being a great fleet manager over time.

1. Be Adaptable & Flexible

Business decisions set by a firm’s leadership can create shifts in fleet management practices. Fleet managers must be willing to adapt to the business, even if the new direction was not originally anticipated or desired. Instead of fighting the change, fleet managers should take initiative to recommend change that aligns with the firms overachieving goals and objectives.

1. Be a Lifelong Learner

Fleet managers need to have the motivation to constantly learn and discover. Being self-satisfied does not lead to learning new skills, instead, take the opportunity to learn while on the job. This real-world experience occurs with job longevity that will also make you a valuable asset to your company.

1. Be Open-Minded

It’s important to give serious consideration to new ideas that come from industry publications, employees, drivers, suppliers, and other managers. Out of the box thinking can often lead to creative solutions to difficult problems. Open-mindedness leads to new opportunities.

1. Be a Team Player

It’s not enough to just manage your fleets and drivers to optimal points, you need to be a team player as well. It is important to get your team on your side, working with you instead of just for you. Developing strong relationships is directly linked to greater employee productivity and loyalty.

1. Thrive on Change

In addition to the first point, not only should a fleet manager adapt to change, but also thrive on it.

Original Article From Geotab:
http://www.geotab.com/blog/required-fleet-manager-skills-leading-to-career-longevity/

In the rapidly growing and competitive fleet management/telematics industry, having a quality product is essential, but so is having an excellent customer support system. Your ability to provide support as a service to customers is crucial. You must strive to consistently support your:

• Current Customer Base: Keep your existing customers happy, and continuously build and enhance brand loyalty.
• Returning Customer Base: The next time the customer needs a new solution or product, your brand should be the first to come to their mind.
• New Customer Base: Superior customer service means having a great reputation. Combining this will a strong product will create new business.

Here are a few tips for becoming a customer support star:

1. Know the ProductIt is very difficult to sell something you aren’t familiar with. Learn everything you can about the product, use the product, train other employees about the product. A deep understanding of what you sell will definitely help you support it.
2. Establish Effective Communication LinesOutstanding communication is key when it comes to support. Set up an easy-to-use support system for your customers, such as a phone or email system. The easier it is for customers to reach the business, the easier it is for you to provide support for your customers.
3. Go Above & BeyondFollow up with your customers and be proactive. Check in every now and then even if they do not contact you. Even if everything seems to be going well, this type of extra effort will be greatly appreciated.
4. Use Your ResourcesMany businesses provide higher-level support as well as a plethora of information, such as documents, videos, web links, blogs and other media. Use these tools to support your existing customers and stay on top of what’s new and happening within the industry. This allows you to stay one step ahead and always keep your customers informed.

The tips listed above, if implemented, will help your business to grow not only by keeping your existing customers happy but also provide an outlet for attracting new customers.