Transparency, Relationships, and Elevator Conversations: Tips for Fleet Management

Transparency and clear, consistent communication are keys to fostering productive relationships between fleet management, city officials and internal clients. Mario Guzman, CAFM^®, Support Services Director for the City of West Palm Beach, Fla., told attendees of NAFA's 2019 Institute & Expo's government workshop session that lack of time fosters misunderstanding. That's a barrier to communication and relationship-building with city managers, who often are too busy for substantive conversations. That’s why Guzman decided the direct approach was best, so he began emphasizing concise overviews, or “elevator conversations,” to make sure his department’s needs were conveyed.

Sometimes it’s more effective to let superiors see for themselves why new assets are needed, Guzman said. To that end, he initiated what he calls “Cliff's Notes” tours. “I explain why we need to purchase a certain vehicle or piece of equipment, invite management to review it with me, and seek their input,” Guzman said. “It’s very much a problem-solution approach.”

That commitment to openness has helped West Palm Beach Utilities maintain transparency with fleet managers and technicians, who receive regular “State of the Fleet” reports specific to each department. Fleet managers are given life cycle costs, showing how many times vehicles have been serviced. Transparency is important to the utilities department, which works closely with city auditors. “It’s important to communicate without resorting to jargon and technical language because everyone needs to understand our data,” Guzman said.

Recruitment and Retention - Sara Burnam, CAFM, Director with Palm Beach County, said recruiting and retaining qualified fleet maintenance technicians is an ongoing challenge. She described an internship and incentive program that’s reinforced a vital component of the county’s fleet management department. Palm Beach County works directly with high schools and technical schools to encourage student interest in vehicle maintenance as a career.

Burnam said the community outreach initiative has brought a number of interns into its automotive maintenance program. Guzman added that the country retention program has carried over to West Palm Beach, which added incentives. “Interns usually take a pay cut, so we offer ASE certification and opportunities for advancement,” Guzman said. “We’ve been able to promote it as a benefit to the county because the technicians are well-trained and current with the latest practices.”

The utilities department has calculated and factored in the city's recruitment and training costs to ensure a competitive pay scale, Guzman said, adding that new technicians are “assured they’re a big part of the process and play a big role in our success, which helps with retention.”