What I’ve learnt: FleetEurope’s John Yarroll
Taking the long-term view
I’ve spent over 40 years in the rental and leasing industry; my formative years were spent in large, often multi-national corporations, the last 20 plus years as CEO of my own business. What I have learnt is that within large, publicly owned corporations, shareholder pressure or the anticipation of such pressure can have an adverse influence on decision making, resulting in a short-termism that can have a detrimental impact on outcomes and morale that owner-managed businesses can avoid.
A balanced view
In a service industry such as this, success is entirely dependent upon devoting attention to ensuring that relationships with your staff, your suppliers and your customers have an equal share of your focus. You cannot deliver great customer service without committed staff and suppliers, and you don’t build that commitment without consistent effort.
When things go wrong, don’t delay!
I have been touched by the objectivity and generosity of people whom I have approached to explain a serious problem, which has occurred when I have acted quickly to make them aware, and explained the course of action I proposed to rectify the situation. The successful conclusion has led to a strengthening of the relationship.
The BVRLA member fleet has reached a staggering 4.5 million vehicles, but our industry remains a village. A good reputation for honesty and probity for an individual or business entity takes years to build, but can be damaged beyond belief with a single ill-thought action.