A Midwest fleet administrator complained to me the other day about service on the cars he buys from "fleet minded dealers." Actually, he was complaining about the lack of service.

"I can't understand how the ears my salesmen drive keep arriving from the dealers in such a poor slate of make ready," the administrator said.

This is a complaint that is being heard more and more throughout the industry despite the efforts of "fleet minded dealers" and despite the efforts of manufacturers to step up their quality control programs.

Breakdowns cost a company time and money. Nothing aggravates a fleet administrator more than to have the sales manager complain that his salesmen are having car trouble and are being forced to miss work in order to get their ears repaired.

This is a recurring problem. If such is the case, what can be done to eliminate this condition?

The steps are rather simple. The first effort must be made by the manufacturers. As good as the quality control programs are-even though many fleet administrators contend that such programs are not being fully utilized-they must be improved.

Step two is in the hands of the "fleet minded dealers." Perhaps, in the long run, it is these dealers who hold the key to the problem . . . which really lies in the area of make ready. Mow can a fleet dealer improve his make ready? For a starter, here are a few suggestions:

Why not a separate maintenance crew to handle only fleet vehicles?

It such a crew exists, what type of quality control program is used?

What type of inspection is made on ears that are supposedly "ready" to be picked up or sent to customers?

If ears are due for service, why not set up scheduling so that the driver and the company will know when a car will be serviced and at what time such service will be completed?

After all, doctors, lawyers, barbers and many other professions work on a schedule. Why can't there be one set up by "fleet minded dealers" for their customers?

I can see the mail now. Sure we can do all this, fleet dealers will contend, but where is the money that all this will cost going to come from? We are still getting the same price for our cars that we did 10 years ago, these dealers will contend.

They have a valid point. It is this cost of service which may hold the key to the entire picture. What is a fleet administrator willing to pay for service? Are fleet administrators and leasing companies satisfied with the service they are now receiving from their "fleet minded dealers?" Would they be willing to pay more for their cars if they were guaranteed those extra dollars in service?

And what about "fleet minded dealers?" I have to chuckle when I run across some dealers that boast of the fact that they are "fleet minded." What makes a dealer "fleet minded?" Does a leasing company or a fleet administrator truly believe they are getting their dollar's worth by doing business with a that calls himself "fleet minded" but is that in name only? Fleet minded means more than calling yourself that. It means experience ... it means facilities ... it means know-how ... it means a desire to serve fleets.

We are anxiously awaiting the first results from FALDA, the Fleet and Leasing Dealers Association. We believe that, though this organization, many problems common to the fleet dealer, the fleet administrator and the manufacturer may be solved. An organization such as FALDA is long overdue in the industry. It remains to be seen what the dealers will do with the organization. We hope that it can be used as an instrument to better serve the entire industry, If it results in simply a platform for certain dealers to air their gripes, nothing will be accomplished. FALDA has much to offer the fleet dealers when an exchange of ideas results in more fleet sales and more and better service.

For years fleet dealers have been complaining. Now, it is time for them to put up or shut up. It is that simple.