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Customers and vendors are not
satisfied with their leasing partners and are looking to switch.
New business volumes are still seriously behind previous years.
It’s time for a fresh pair of eyes. It seems the leasing industry
has forgotten how to deal with customers and partners. Bringing in
an external consultant can help.
Michiel van Ramesdonk,
owner, Mira Management, consultancy in Utrecht,
Netherlands
I fully agree with your
statement. However, I am interested to hear what you noticed as the
main problems in leasing customer relations. On the other hand, I
would like to know your vision on the evolution this relationship
could go through within the near future.
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By GlobalDataBart Crommelinck,
senior business consultant, Approach Belgium
The problem is the focus of
front-office staff. Internal issues are seen to be more important
than the vendors’ or customers’ problems. Once the economy improves
and funding is more widely available, this will probably change in
favour of the customers. The question then is, has the harm already
been done?
Michiel van
Ramesdonk
I do not know if “a fresh
pair of eyes” will solve so easy the problem. From my point of
view, it is a loss of trust from all sides. The crisis caught the
vendors with stocks financed by leasing companies or
banks.
Why buy second hand when at
the same price you can get new? Not to mention some customer’s
behaviour, using the opportunity to give back the leasing object,
in order to get a new one. No one is spotless in this relationship,
and it will be a while until the relationship will
improve.
Mihaela Petricean,
managing director, Intesa San Paolo Leasing,
Romania
Michiel, I find your comment
to the point. The customer is finishing last, sidetracked by an
unfortunate focus of management on internal policy.
Lack of ownership by all
employees of the leasing company makes for one unhappy customer. No
wonder the customer is moving on.
Bob Fisher, director of
business development, Healthcare Professionals Advisory Group,
Houston, Texas
Faith in banks is at an all
time low and if we look at leasing as a piece of it, then how does
it all get going again?
Whether it’s direct or sales
aid, if the problem lies with the front office staff and they’re
not switched on enough to recognise what needs to be done in these
difficult times, then there is an answer.
Let’s leave it to the people
who can get closer to the customers or vendors – the
brokers.
Yes, vision is blurred and
the picture used to be a lot clearer but I’m not sure that the
industry needs a fresh pair of eyes.
Maybe we just need to help it
find its glasses?
Paul Hartley, owner,
Creative Leasing
