Previous page: Training offered by IC Bus dealer Longhorn Bus Sales in Texas is set to begin at Cypress-Fairbanks Independent School District. Such events are but one of the customer support benefits available after the sale.


Robert Reichenbach, president of dealer Bird Bus Sales serving the New York City areas, noted that school bus dealers have guided the industry as it moved away from gasoline to diesel in the 1980s, then shifted back to gaso- line, propane and CNG in the 2010s. “The electric bus phenomenon is no different,” he said.


“Keeping the dealer as the first point of contact for a new bus regardless of fuel or technology type will ease the implementation of a new bus into an existing fleet.” While there are many vendors in the marketplace,


not every charger, software platform, or infrastructure company is a fit for every operation or compatible with every school bus, commented Reichenbach. He not- ed the importance of confirming with the school bus dealer the different partners involved. While the ultimate decision remains up to the end user, dealers typically vet companies in all aspects of the electric implementation, provide recommendations regarding best practices, and offer advice on what may or may not be compatible with the electric school bus. Those in the industry note a difference between cus-


tomer service and customer support. “Customer service is answering the call when it comes


in,” said Reichenbach. “Customer support is being the advocate for the customer to the factory regardless of the situation. Whether it’s a discussion with the manu- facturer regarding a particular warranty claim or helping to get a bus moved to the front of the service schedule, we understand that every bus should be on the road and ready to go.” Meanwhile, David Schetky is the co-owner of Schetky Bus & Van Sales, a fourth-generation, family-owned business operating in Oregon, Washington and Arizona as a certified Platinum Support dealer for Thomas Built Buses and Daimler Trucks North America. Customer support encompasses pre- to post-sale. Communication is the main driver of good customer service, he said. “With proper foresight and planning, we avoid the ma-


jority of pitfalls an order might present,” Schetky added. “We make sure we always provide accurate information, regardless of whether it is good or bad news. Custom- er service isn’t only smiling or sounding happy on the phone. It is being responsive, attentive, planning for a worst-case scenario, and moving quickly. We always need to have an action plan.” With new products, features and developing technol-


ogies, conversations between the school district and dealer are best started early, with the district outlining what it seeks to accomplish. “Using our knowledge of the products to a customer’s


benefit always results in a better bus and a happier end user,” Schetky said.


30 School Transportation News • OCTOBER 2023 Longhorn’s Heider noted that while meeting school


district needs start with writing the specs as well as or- dering and delivering the bus, the service after the sales is what really matters. That entails bus dealers meeting school district representatives, assisting with issues that may occur and mitigating challenges. That also may in- clude partnering with an OEM representative to provide a comprehensive approach. Addressing what his company seeks from a dealer to help meet its needs, Thomas W. Smith, vice president of school operations and business development for con- tractor Suffolk Transportation Service, which sources vehicles from Bird Bus, noted that the focus is on general repairs above warranty repairs. Top quality work is essential as is getting what is


needed—such as parts—for his company’s maintenance facilities to function at the highest level, Smith said. He added it is important for the dealer to always be looking ahead to see if the factory is able to produce enough buses for future needs and better pricing or if there’s an anticipated slowdown. Smith said complete follow-through in a timely manner is important when a vehicle is brought to a deal- ership for a major repair warranty or for a service repair that in-house mechanics are not equipped to handle. Customer service also entails quality control and being readily available to discuss planned solutions. Heider said Longhorn Bus Sales orders a lot of stock


units “so we’re not rushing Navistar orders,” adding that many school districts may not know their full needs until the school year starts. OEMs have been able to fill those slot requests, he added. Schetky shared, “The ideal situation for a manufacturer is to build the same product repeatedly, which creates a steep upward learning curve, becomes extremely efficient, eliminates costly waste, and allows focused sourcing of raw materials and components to get the best possible economies of scale.” But not every customer wants the same thing. “North America has many different climates, ter-


rains,” Schetky added. “As a dealer, if we cannot get products our customers need, then we can’t sell buses. Our balance is one of respect and appreciation for our manufacturers while also advocating for customers and ensuring the manufacturers continue building vehicles customers need.” For example, on the West Coast, a Type D school bus is essential for Schetky customers. While he said other manufacturers have discontinued Type D buses for the region, Schetky and Thomas Bus “spent countless hours working together to figure out the best way to keep this product available during difficult times,” said Schetky.


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