MENU
SEARCH“Customer service is transactional,” said Colin Gold, owner of Gold Level Hospitality, during Heavy Duty Aftermarket Week. “What you really want to do is create a fan culture.”
LAS VEGAS – “Customer service is transactional,” said Colin Gold, owner of Gold Level Hospitality. “What you really want to do is create a fan culture.”
Speaking here at Heavy Duty Aftermarket Week, Gold explained that fans are loyal, devoted, understanding, forgiving, and invested in your success. He used the example of sports teams whose fan support them even when they don’t win.
In order to create a fan culture, he said, you need to make memorable experiences for your customers. The first step in ensuring those memorable experiences happen is to get your people involved. “Your people are your fan creators. Make sure you communicate the message to them so they can buy into it.”
Fan culture will only happen if the key people in your organization lead by example. If you say it, you’ve got to do it,” Gold said.
As part of an “aftermarket briefing” kicking off HDAW, Gold focused on the "people" part of HDAW 2018’s theme, People-Partners-Profits.
He also said you must empower your team to make decisions. “You have to trust them to make good decisions, but correct them along the way if they make errors,” he advised, cautioning that you must offer criticism in a construction manner. Say something like, “I think you did a really great job [with the customer just now]. Here are a few other ways you can make it better next time. I really appreciate the job you did.”
Gold said when you and your team create a fan culture, you will turn relationships into partnerships.
The unanimous SCOTUS ruling in the closely watched Montgomery v. Caribe case allows state negligence claims against freight brokers that hire unsafe motor carriers, raising new liability and vetting concerns among brokers.
Read More →
FMCSA's long-awaited registration system promises a single portal — and tighter fraud controls. And there are steps you need to take by May 14.
Read More →
New Fleet Advantage research shows generative AI adoption has exploded among private fleets. But poor data integration and weak ROI tracking are preventing fleets from unlocking AI’s full operational and financial value.
Read More →
Seven years into deploying Phillips Connect’s smart trailer platform, Nussbaum Transportation has extended trailer life from 10 to 15 years.
Read More →
How a former commercial vehicle enforcement officer turned director of safety at K&B Transportation is embracing real-world safety technology.
Read More →
When the unexpected happens, how you react to, and deal with operational blind spots is critical. Here’s how to keep you recovery on track, when nothing is normal.
Read More →
As fleets adopt artificial intelligence for routing, maintenance, and load matching, new security risks are emerging. Learn where the vulnerabilities are and how to put the right controls in place.
Read More →
CargoNet reports fewer supply chain crime events to start 2026. But losses hold steady as organized crime shifts tactics toward impersonation schemes and high-value goods.
Read More →
Heavy Duty Trucking is searching for forward-looking leaders at trucking fleets as nominations for HDT’s Truck Fleet Innovators 2026. Deadline is May 15.
Read More →
Cargo theft rings plant operatives as drivers inside legitimate, fully vetted carriers, then execute coordinated thefts that look like a traditional straight theft from the outside.
Read More →
