For independent and mid-sized heavy-duty repair shops, one of the most valuable relationships you can build is with a fleet manager. Why? Because they control recurring, high-value business. But landing that business is only half the battle. The real win comes from keeping it - and the secret to retention is simple: communication.
Fleet managers are under pressure to keep vehicles running, reduce costs, and stay compliant. They aren’t looking for just another shop to call when something breaks. They want a true partner. When you communicate clearly and proactively, you show that you understand their world and are invested in their success.
Proactive communication means:
This builds trust, and trust builds loyalty.
A basic but powerful habit: send regular maintenance summaries. These could be monthly or quarterly, depending on the size of the fleet. The report doesn’t have to be fancy - just clear, consistent, and useful.
Include things like:
Bonus points if you highlight total spend or cost-of-ownership data. Fleet managers need that info for budgeting and replacement decisions.
These reports position you as a partner who helps them plan, not just repair. You can generate them manually or use a shop management platform that pulls the data automatically.
Don't make fleet managers track every PM interval or DOT inspection due date. Take that burden off their plate with scheduled service reminders.
A quick email or text reminder like “Truck #34 due for PM B next week” goes a long way. If you have odometer or engine hour tracking (via telematics or a digital work order system), you can trigger reminders based on real-time data.
Benefits:
Timely reminders make you look proactive, organized, and trustworthy - all traits fleet managers want in a long-term maintenance partner.
Fleet managers hate being in the dark. A truck down means money lost, and the last thing they want is radio silence from the shop.
Send short updates at key stages:
Use the client’s preferred channel - text, email, or even a customer portal if your software offers one. If you can send photos or inspection checklists with a quick note, even better.
The goal is to:
A client who never has to call for an update is a happy client.
Vendors show up, do the work, and disappear. Partners anticipate needs, suggest improvements, and align with business goals.
To shift into partnership mode:
For example, if a fleet runs heavy loads through mountains, suggest more frequent brake checks. If they have recurring regen issues, recommend preventive DPF service intervals.
Partners also:
When a fleet manager sees you as part of their team, you’ve reached the gold standard of B2B relationships.
If your shop still runs on whiteboards and carbon-copy forms, you’re behind. Digital shop management tools are now table stakes for professional, fleet-ready repair shops.
Modern platforms let you:
Better yet, they integrate with telematics platforms, pulling in mileage, fault codes, and maintenance triggers automatically. This lets you schedule work before a breakdown happens.
And for your clients?
Tech also reduces admin time, helps you bill faster, and prevents missed charges. The ROI is clear: more jobs completed, fewer delays, and better client retention.
Everything you do should drive value for the customer and your shop. Great communication does both:
Plus, when you help clients lower their total cost of ownership, improve compliance, and avoid fines, you become indispensable.
If you can show them that your shop helped:
...then you’ve won their loyalty.
Fleet managers don’t want to shop around. They want reliable, skilled partners who make their lives easier. By building habits around proactive communication - reports, reminders, real-time updates, and strategic advice - you become that partner.
This isn’t about being fancy. It’s about:
In the competitive world of fleet maintenance, that’s what sets your shop apart.
Want to see how modern shop software helps you keep fleet clients in the loop and improve your bottom line? Request a free demo of ShopView today.