The Fleet Whisperer’s Guide to Fleet Transformation
Fleet management is an ever-evolving challenge. Whether you’re stepping into a broken system or looking to optimize an already successful operation, the key to success lies in identifying priorities, implementing effective strategies, and fostering a culture of accountability.
In a recent episode of The Fleet Success Show, Fleet Hall of Famer and industry veteran Steve Saltzgiver (affectionately known as the Fleet Whisperer) shared his expert approach to fleet turnaround. Having worked in fleet for more than 45 years as VP of Fleet Management, US Operations for Republic Services; VP of Fleet Operations, North America for Coca-Cola; and Director of Fleet Operations for both the State of Utah and the State of Georgia, Steve has developed a systematic approach that can take a struggling fleet from chaos to efficiency in record time.
This article is based on a recent episode of The Fleet Success Show podcast. Watch it here:
Step 1: Listen and Learn
The first action any fleet manager should take is to listen. In Steve’s words, “Day one consists of trying to meet as many stakeholders as possible.” Understanding the perspectives of technicians, operators, leadership, and other key players helps uncover the most pressing issues. This listening phase can last anywhere from a week to a month, depending on the complexity of the fleet.
Step 2: Identify the Biggest Problems
Once the listening phase is complete, Steve advises narrowing focus to three to five critical areas that demand attention.
“It’s easy to get overwhelmed with a hundred different problems,” he explains, “but you have to filter out the noise and prioritize what really matters—customer service, cost, asset availability, and preventive maintenance.”
Step 3: Understand and Track the Right Metrics
Data is the foundation of any successful fleet operation. Steve distinguishes between lagging metrics, which measure past performance (such as PM compliance), and leading metrics, which predict future success (such as daily vehicle inspection report (DVIR) completion rates). By focusing on leading metrics, managers can proactively address issues before they become major setbacks.
Step 4: Quick Wins for Immediate Buy-In
Building credibility and trust among staff is crucial for long-term success. One of Steve’s strategies is finding quick wins—problems that can be solved quickly to demonstrate commitment and results.
For example, in one of his consulting engagements, technicians had been requesting diagnostic equipment for years without success. Steve made it a priority, and within weeks, the shop had the tools they needed, boosting morale and productivity.
Step 5: Establish Clear Communication and Accountability
One of Steve’s most effective tools for maintaining momentum is his weekly report format, which consists of three sections:
- What I Did – Key accomplishments from the past week.
- What I’m Going to Do – Goals and initiatives for the coming week.
- Who’s in My Way – Barriers preventing progress.
By making performance visible—whether through dashboards, shop monitors, or team meetings—employees stay engaged and accountable.
Step 6: Managing the Human Element
Not every technician, supervisor, or administrator will immediately get on board with change. However, Steve doesn’t believe in labeling anyone a “bad apple.” Instead, he takes a human-centered approach, meeting with resistant employees to understand their frustrations and challenges.
“I always ask them, ‘Do you like working here? Do you want to be successful?’ If the answer is yes, we create a plan to address their concerns and improve their performance.”
In rare cases where an employee is truly disengaged, Steve helps them transition to a role better suited for their skills and interests—even if that means leaving the organization.
Step 7: Ensuring Long-Term Success
Fleet transformation isn’t an overnight process. According to Steve, it takes three to five years to stabilize a fleet and ensure sustainable success.
His final steps include:
- Succession Planning: Ensuring future leadership is prepared to maintain improvements.
- Ongoing Training: Investing in employee development to keep skills sharp.
- Continual Optimization: Once asset availability and PM compliance improve, shift focus to new areas like parts availability or reducing comeback repairs.
Final Thoughts
If there’s one lesson to take from The Fleet Whisperer, it’s this: fleet success starts with leadership, data-driven decision-making, and a commitment to people.
Fleet managers who follow these principles will find themselves not just fixing broken fleets, but building thriving, high-performing operations.
If you’re facing challenges with your fleet, take Steve’s advice: start by listening, focus on the biggest rocks, and don’t accept failure. Because, as Steve puts it, “I don’t lose.”
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