I was very impressed with the work that Driver's Alert did for Scott's Lawnservice. I decided to share!
The Company
Scotts LawnService is a full service professional lawn and landscape
company specializing in the area of fertilization, weed/pest control,
and landscape services. The company currently deploys approximately
1,200 service delivery vehicles from 84 branches located throughout the
United States. The company offers a wide variety of services such as
lawn, tree and shrub fertilization, weed control, pest control (lawn and
in home), aerations, over seeding, and landscaping services included
mulching, edging, and irrigation systems.
The Challenge
At Scotts LawnService all at-fault vehicle accidents are viewed as
unacceptable. Most service delivery vehicles are considerably larger and
heavier than other vehicles on the road. Additionally, the weight, and
thus the handling of the vehicle changes throughout the day so
development of safe driving habits are critical to allow the drivers to
react to constantly changing road and traffic conditions. Lastly, the
service vehicles travel within neighborhoods where pedestrians and
children are encountered. Training techniques, such as video and
workbook training and commentary drives, were not sufficient in
significantly reducing the number of accidents to management’s
satisfaction. The company acknowledges that associates have developed
routine driving habits over time and that some of these habits can lead
to accidents. The company further realizes that these habits will
continue or worsen until they are identified, the associate is retrained
on the acceptable performance standard, and the associate is held
accountable for their at-risk behavior. If this problem could not be
solved, unsafe driving patterns would continue as well as unnecessary
and costly accidents and injuries. Although the company’s toll free
number was displayed on our trucks, calls concerning the drivers were
infrequent and did not allow the feedback to be tracked back to a
specific vehicle, branch or driver.
The company realized that the only way to identify the driver’s unsafe
driving habits was to implement a program that would make it easy for
neutral third party observers (other motorists) to report unsafe driving
incidents.
The Solution
In July of 2008, Jason Johantges, Manager of EHS&S Scotts
LawnService and I spoke with Gina Lee, Senior Vice President Customer
Relations. She explained in great detail how she felt Driver’s Alert
could assist us with meeting our fleet safety needs. Jason and I were
impressed with the features of the Driver’s Alert system and how they
seemed to support the development of a more robust fleet safety program
and overall contribution to driving the safety culture in the branches.
Gina Lee worked tirelessly with us to get the program up and running,
while educating us on the system and the many benefits it provided. We
found it extremely insightful to listen to the calls as they were
received from the call center. It allowed us to identify with the
emotion of the caller as well as use first hand descriptions to
investigate the location of the call and validate the authenticity of
the alleged incident.
Additionally, the training courses have been extremely beneficial by
increasing driver awareness and with helping to change habits by setting
specific performance expectations. Each course is assigned based on
each incident cause. Additionally, the training courses have been used
proactively by assigning training to the drivers to address negative
trends, increase awareness and alter behaviors prior to receiving a call
from the public.
The reporting tools are robust and easy to use. They allow us to
identify the leading causes of calls by branch, region or division. We
can quickly identify at-risk branches to schedule visits, and identify
repeat offenders within these branches.
The Results
Within the first 60 days of launching a new comprehensive fleet safety
training program that utilized the Driver’s Alert program as a key
management tool, Scotts LawnService began to experience a shift in
driver behavior in the field. The drivers began to see management’s
commitment to safe driving when they were assigned immediate training on
their incidents and were held accountable for their at risk behaviors
and as well as receiving coaching on future expectations. The drivers
also began to realize that the other motorists had expectations of their
driving behaviors now that calls were being made to Driver’s Alert to
report unsafe driving incidents.