Celebrating the Heart of Customer Service: Our People

This week marks a special occasion in the business world—National Customer Service Week, which kicked off on Monday, October 7th. It’s a time to shine a light on those who are often the unsung heroes of any organization—the people on the frontlines who deliver extraordinary service day in and day out.

At Wheels, the focus of this week is simple: we celebrate all our employees who consistently go above and beyond for our clients. They are the ones who ensure that our clients’ needs are met, that challenges are overcome, and that our promises are kept. They are the driving force behind everything we do.

Why Exceptional Service Matters

In fleet, our clients trust us with a key part of their business. It’s not just about managing vehicles—it’s about ensuring smooth operations, minimizing downtime, and keeping their businesses running efficiently so they can serve their own customers. When a heavy-duty truck stays on the road, deliveries are made on time, products get to market, and companies meet their own commitments. It’s like ripples in a pool: it all starts with the service our team provides. Every time I think of customer service, I’m reminded of those intricate gears in a well-oiled machine. Our people are the gears. Their care and attention ensure everything moves along smoothly for our clients. But it is not just the routine that makes them special; it is those extraordinary things they do when the going gets tough.

Going the Extra Mile

Real customer service is measured when things don’t go according to plan. It’s how we react that sets us apart. I’m proud to share a few examples of how our team has gone above and beyond for our clients. Take Wheels account manager Kevin Hart, for instance. His proactive management of a regional leased vehicle account earned high praise during a time of vehicle scarcity and dealership challenges. When a dealership incorrectly attributed delays to us, Kevin’s persistence led the dealership to accept his assessment, resolving the issue smoothly. The client later shared,“We in California continue to acknowledge confidence in your stewardship of our account.” 

Another example is Dwayne Derden, also a Wheels account manager, who took extraordinary measures to resolve a prolonged issue with license plates for a key asset. After navigating compliance and documentation challenges, Dwayne went to a local DMV, known for on-site plate issuance, and secured the plates the very next day. His proactive approach significantly reduced delays for the client.

It’s these kinds of actions that build trust and loyalty. Our team steps up not because it’s expected, but because they genuinely care. And that’s what sets great customer service apart from good service. It’s that deep understanding that what we do impacts our clients’ success, and when they win, we win too.

The Power of a Simple “Thank You”

National Customer Service Week gives us the perfect opportunity to say thank you—something we should all do more often. A thank you to our employees for their tireless dedication, and a thank you to our clients for placing their trust in us. In this industry, complexities can arise quickly, but it’s the teamwork between our employees and clients that makes all the difference.

This week is a reminder that behind every successful client relationship is a person—a team member who has put their heart and soul into delivering for that client. And we are fortunate to have a team that embodies that spirit of service.

To everyone who makes what we do possible—thank you for your hard work, passion, and dedication. Together, let’s continue to drive forward, supporting our clients and each other. And let’s remember that when we prioritize exceptional service, we’re not just solving problems—we’re building lasting relationships.

Together, let’s go far!