Being Customer-Driven Through Change

What do you think of when you hear the word “change?” For some people it can conjure up feelings of uneasiness. For others it can signal opportunity. Change is inevitable, and in our industry, it is happening at a rapid rate. Many of us in the industry remain as we enjoy the fast-paced environment – there’s never a dull moment! With fleet being so fast paced, it’s difficult for any one person to stay on top of every aspect. That’s why I believe that our industry thrives due to supportive and passionate people.

I often visit LinkedIn to see what sage advice and timely insights I can glean from my industry peers. During a recent LinkedIn scan, I came across the article, “The Upside of an M&A for Impacted Customers,” written by FMW contributing editor, Ed Pierce. I immediately stopped scrolling to dive into what Ed had to say. It was the perfect time for me – and for many of us – to receive Ed’s sound advice. In his article, Ed shares:

“Often overlooked after a merger or acquisition is the opportunity for a customer of an acquired or merged supplier to improve even a satisfactory relationship. Can the affected supplier formulate better processes, products, services, and pricing? Can the newly merged or acquired business apply additional resources to improve its capabilities and competitive edge?”

He goes on to outline the importance of communications, mutual sharing of opportunities and the positive results that can come from change.

It is easy to get caught up in the ambiguity or potential pitfalls that are often associated with change, but how inspiring it was to read a different, more positive perspective. Instead of focusing on what could go wrong, explore and dive into what could be better! If change is viewed as exciting and groundbreaking, it allows for a new kind of future and moves us beyond what we thought was possible.

Following the steps that Ed outlined, if you become part of the change, you have an opportunity to influence the results. For all parties involved – if you stay on course with communications, approach it with no surprises and mutually share opportunities – you are truly promoting a customer-driven mindset. 1 + 1 can really become 3 when you work with open minds and ears.

If you want change to create excitement instead of groans, approach change with this customer-driven mindset. Look for ways to connect and share your message. Ensure all voices are heard. Ask for the impossible because you may be surprised at the possibilities. And do it together.

Join the conversation! How do you embrace change positively?

Email me at ljozwiak@wheels.com.

This article was originally published on Fleet Management Weekly.