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People behind the scenes

20 March 2015

Doug has been with Marshall Leasing for 11 years. His last post was managing the fleet for the national crime squad, where he had special responsibility for covert under-cover vehicles used by the drug squad

ML: Doug, life must seem a bit dull after working for the drug squad?

DJ: Evidence still plays a big part in my work! In my role I am responsible for managing the re-charge on vehicle returns. It’s really important to produce the evidence and focus on the facts when you’re dealing with such an emotive issue as re-charges. Our clients have to trust me to tell them the truth.

ML: How does the re-charge process at Marshall Leasing work?

DJ: When a vehicle is returned our collection agent will note with the driver all areas of damage. Of course it helps if the client (Fleet Manager/Contact) has also seen the car before it is collected. At our disposal sites, inspectors will make a thorough assessment of the vehicle and provide an estimate of any repairs. The report notes the condition of the vehicle inside and out and photographs are taken. Unlike many competitors we don’t simply work to a menu of charges system. Instead I take age, mileage, damage severity into account and I always work to BVRLA guidelines. I’m not looking to punish the driver or penalise the client, I am simply providing an estimate of what it would take to restore the vehicle to the condition that it should have been returned in.  I scan all the relevant reportage and send it to the client while the car is still live at our depot.

ML: Sounds straightforward. What could possibly go wrong with that?

DJ: No one wants a re-charge. So I know that it’s really important to talk to the client and to do my best to provide factual information. We don’t simply send out a bill. What’s really important to understand is that we believe in talking to our customers and always trying to reach agreement, even when it’s not what they want to hear. The trouble is that there is a lot of scope for misunderstanding.

ML: What do you mean, Doug?

DJ: Clients need to appreciate that we sell our vehicles to the trade, who in turn sell the vehicle to the general public. Regardless of mileage all our vehicles are between three and four years of age. The man on the street will expect the car he/she buys to be in good order and not have physical damage, even if it’s done a high mileage. That means that whilst we expect fair wear and tear, stone chips, the odd mark and a car to look its age, we need to put the vehicle in a condition that sits with the buyer. I do take into account what the use the vehicle has been put to. I also tend to take the view that we are not looking for a showroom-condition masterpiece, but where there are real physical issues I need to cost them and then draw them to the client’s attention. Hopefully we can then reach an agreement over what to do.

 DJ: Many a time I will try to reach a compromise and I can confirm that our re-charging is below industry average. In fact I genuinely believe I help our customers, not least by making them aware of driver-related behaviour issues.

ML: You can’t be saying clients like being re-charged?

DJ: Our customers accept that we have to sell the vehicles in a satisfactory condition; otherwise we simply wouldn’t be able to set our residual values. They don’t like re-charges, but I honestly believe that we can turn a negative into a positive. I know that other contract hire companies are very harsh on re-charging, are not willing to enter into a discussion and resort to contract. The fact that we approach this in a totally open and willing to discuss way adds value and proves we really are different, so in an odd way our approach to this negative can win us loyal customers.

ML: So does that mean you are flexible on re-charges. If a customer challenges you, do you give way and how can you afford to do that?

DJ: I ask the client to look at the photographic evidence. I am not looking for them to fix everything, often I will seek a compromise.

ML: It sounds a stressful job. What are the worst moments?

DJ: It's really hard for the fleet manager, as drivers will tell them that the car was fine before it was collected. I get disappointed when I'm told that the tyres or wheel rims are always damaged or that it's only normal wear and tear when the driver's seat has tears in the fabric or holes. It's also annoying when a driver insists that the dent to the wing must have occurred when the collection driver was returning it to us. I mean, our collection drivers are allegedly dreadful drivers, who can turn an immaculate car into battered wreck in one journey. But most of the time our fleet contacts are as well versed in these matters as I am. It would be great to always get two keys back with the vehicle and an up-to-date stamped service book!

ML: So Doug, you spend your whole working life delivering bad news to clients. What message would you like to send to them?

DJ: I really want people to know that we never forget that they are the client. I have a hard job to do but actually I am raising the matter of a vehicles return and then opening up a conversation about what we between us can do to minimalise the cost in pound notes for both of us. If this interview achieves anything I hope it will encourage our fleet clients to understand that I am a genuine person who is trying to manage the most emotive aspect of our business in the friendliest and most supportive way I can. I think it’s a case of please don’t shoot the messenger!

ML: Thanks, Doug

In 2014 38.3% of disposed vehicles incurred a recharge, the average recharge invoiced was £362  which equates to an average per vehicle returned of £139.

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