by Steve Clarke, General Manager of The Fuelcard People.
There is a really quick way to find out how much any potential fuel card provider cares about you as a customer. Telephone them with a question and note the name of the person who takes your call. Five minutes later, call again with another question and try to speak to the same person.”
People like to deal with other people, not companies or systems. If somebody has a query about their fuel card, they do not want to call a random operator in an anonymous call centre and waste five minutes explaining who they are. They want to talk to the same person every time, who knows their business, so that they can always get straight to the point of the call.
At The Fuelcard People, we have entered the UK fuel cards market with a promise to revolutionise customer relationships while offering an all-embracing spectrum of different fuel cards from leading brands – a promise we WILL keep. We take the view that fuel cards should be all about service, savings and security, with consistently cheaper diesel and petrol nationwide only the start. We like to provide our customers with a personal service, so every customer is allocated a dedicated account manager to call with any queries or requests.
The personal approach is only the first difference in the type of service we offer. We also have a range of fuel cards which already includes products from BP, Esso, Shell and Texaco, as well as the popular ReD and Diesel Direct (Keyfuels) cards. “We don’t know of anyone offering a wider choice,” said Steve Clarke. “It is deliberate policy, because each customer is different and just one or two types of fuel card could meet every need. We never have to suggest a compromise and, by not being tied to any particular brand or network, we retain the true independence necessary to give genuinely impartial advice.”
Some companies seem to have a ‘take it or leave it’ attitude to answering customers’ needs. We believe that it makes more sense to ask customers what they need, then find something that gives them what they want, rather than pressuring them to accept something unsuitable.
Whichever fuel card from The Fuelcard People’s wide selection is best for any given customer, some benefits are constant. Every customer can take advantage of The Fuelcard People’s heavy investment in state-of-the-art IT systems that allow customers full on-line account access. It means that customers can not only view current and previous invoices, but can also track usage by monitoring transactions as they happen rather than having to wait for the next invoice.
The customer is king, so they should have regal powers. If a customer wants to cancel a fuel card in the middle of the night, from the other side of the world, they can. If they want to download information into their standard analysis packages, why shouldn’t they? If they want the ability to order or cancel cards in a quick, easy and secure fashion, then they must be allowed that. We will never forget that we are here to provide a service — and the key is to remember that people prefer to deal with people, rather than systems or companies.
Steve Clarke is the General Manager of The Fuelcard People. To find out more about The Fuelcard People, please visit our wesbite, https://www.thefuelcardpeople.co.uk, email firstname.lastname@example.org or call us on 0844 870 9856.