“Quality Customer Service” – It’s all about Communication!

Early one morning I had a pick up for airport transfer. Using the information on the trip sheet I confirmed, double checked and checked again that I was at the correct street address. The client was no where to be seen. The townhouses didn’t have individual address numbers and the client wasn’t outside looking for me. At 5 o’clock in the morning this is a stressful situation. Without the right information it could end up in a missed flight and ruined day aka “service disaster”.

Fortunately the client’s personal contact number was on the trip sheet. I called. The client talked me to the correct location (which was a block away from the listed address – separated by a fence, strip shopping center and parking lot). Once in the car the client remarked, “aren’t cell phones a wonderful thing.”

Chauffeurs don’t have ESP (extra sensory perception) … we are ESP (experienced service professionals) and experienced problem solvers. While chauffeurs often have to fill in the information gaps, having the right information at our fingertips to insure successful service is better. It’s a customer service win-win-win!

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Thorough Communication Leads to High Quality Service

Communication that leads to exceptional service starts when the trip is booked. In addition to the essentials:

  • who (passengers name)

  • what (vehicle type)

  • when (pick up time)

  • where (pick up address)

added details like:

  • a personal contact phone number for the passenger

  • the type of event for which the service is needed

  • planned stops

  • the name of the person in charge of a group of passengers

  • special needs (wheelchair, ice chest, car seat)

… go a long way toward making the engagement excellent.

Sometimes address numbers are non-existent or hard to see it’s helpful to know:

  • the business name

  • office building name.

For multistage events (tours, weddings, funerals):

  • the time line

  • addresses of planned stops

  • the coordinator’s contact number

… are all helpful.

Advance Information Supports Safety

Using the information provided on trip sheets chauffeurs plan their service. They compile directions, review maps, do drive-by’s on unfamiliar destinations, prep the car, and add special touches based on the information they have. While chauffeurs are familiar with the service area, they haven’t been to every church, restaurant, venue or business.

When the service is scheduled “as directed” it is best to communicate the destination before leaving the pick up. This will reduce “distracted driving.” Even if the final agenda isn’t set in concrete an overview of the client’s plan is helpful. Aren’t absolutely sure of the agenda? Don’t worry – chauffeurs are used to changes.

The Pick Up is a Second Chance to Provide the Information

On a recent assignment for a FBO pick up the information on my trip sheet had special instructions detailing where the client was to be picked up. When he disembarked his plane he gave me an overview of his plan — where we were going, how long we would be there and what contacts needed to be made. I gave him my cell phone number. As the trip went on he continued to provide updates. He asked about local attractions – I provided brochures. He told me ahead of time where he wanted to go. While waiting I did a drive by to familiarize myself with the location and optional routes. He was thorough and I was thankful. The assignment was a win-win-win.

At the Pick Up

At the pick up the chauffeur will:

  • introduce themselves

  • confirm you are the scheduled passenger

  • if providing service beyond a transfer give you their cell number

  • confirm your destination

  • ask if there are any stops that need to be made.

Thorough Communication Essential for High Quality Customer Service:

Providing high quality customer service is the desire of every professional chauffeur. Communication is important to accomplishing this goal.

 

Riverside Limousines
Riverside Limousines


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