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On the whole, Dilly thinks the industry does the basics well enough, but it needs to get better at going the extra mile.
"As an industry, contract hire is good at delivering on the basic services, but then we need to be better at sorting out problems. [Customers] want the industry to be better at helping them to solve problems and issues," he says.
"Not everyone around the contract hire industry - car manufacturers, insurance companies, accident management companies - delivers 100%, all the time on SLAs [service level agreements]. It would be a dream to believe that they would, but we will find any suitable solution to manage what is a non-performing provider.
"What they want is to feel less pain in outsourcing their fleet management."
"With some businesses we do a survey where we try to measure the amount of effort the customers considers he has made by working with us. It's very interesting because there is a direct connection between 'you work very well but it is painful' and the loyalty of the customer. We need to be simple to deal with because our business is embedded into their daily activities."
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