Episode 177: When Fleet Outsourcing Fails: How to Use SLAs, Track Comebacks, and Regain Control

In Episode 177 of The Fleet Success Show, Marc Canton and Steve Saltzgiver unload a truth-packed conversation on the painful realities of outsourcing fleet maintenance. From horror stories about seven visits for the same repair to $3,500 upsell attempts during a routine oil change, this episode explores the downside of putting your fleet’s fate in the hands of external vendors — especially without tight service-level agreements (SLAs) in place.

Marc vents his real-world frustrations as a fleet leader turned vehicle caretaker for his entire family. Steve, bringing decades of fleet management and consulting experience, breaks down how fleets can build smarter, more accountable outsourcing relationships. Together, they unpack when outsourcing makes sense, how to hold vendors accountable, and why an in-house shop might still be your best line of defense against inefficiency, comebacks, and ballooning costs.

 

🧠 Key Takeaways

• You Need SLAs: Every outsourced service relationship should include documented expectations for turnaround time, comebacks, quality control, and performance-based penalties.
• Comeback Rates Must Be Measured: Don’t just fix the same issue over and over — track comebacks and hold vendors accountable.
• Relationships > Random Vendors: Choose trusted local partners and consolidate work volume to increase leverage and service priority.
• Standardization Still Matters: Fleets forced to mix makes/models due to supply shortages must prepare for increased training and parts complexity.
• The Case for In-House: In-house shops offer priority, control, and quality assurance that most outsourced solutions can’t consistently provide.
• Outsourcing Requires Oversight: Treat vendors like your own employees — ask about technician training, measure KPIs, and set clear expectations.

🎤 Speaker Bios

Marc Canton
Fleet expert, product leader at RTA, and longtime voice on The Fleet Success Show, Marc blends passion with firsthand frustration. With a career rooted in both fleet operations and vehicle procurement, he’s a fierce advocate for accountability in vendor relationships.

Steve Saltzgiver
Hall of Fame Fleet Manager and industry legend, Steve has held leadership positions across government and private fleets. His consulting expertise spans outsourcing strategies, in-house optimization, and SLA implementation. A trusted advisor, mentor, and “Fleet Whisperer.”