As we celebrate Thanksgiving, I am most thankful for our clients and the thousands of passengers we have the opportunity of serving each year. Limousine Scene will turn 21 years old in April 2012. During those years, we have survived two major economic crisis situations. We believe that we survived because of a very loyal customer base.
We also believe that a loyal customer base was built over the years by providing outstanding customer service and exceeding the expectations of those we serve. We believe when we fail, the corrective actions taken also should exceed the expectations for remedying the problem. If we should stumble and incur what we refer to as a "service failure," you should be left saying, "Wow!" — not that we failed, but in what we did to recover from our error.
Thanksgiving is a time to reflect on the things in our life that we are grateful for. Customers are of course a big part of that. Without our customers, we would not have the ability to sit down and enjoy a glorious feast under the roof of our warm houses. Our customers provide all of our employees with jobs as well. Speaking of employees, I am thankful for them, too. Our employees are a dedicated team without whom we could not survive: From chauffeurs to reservation agents, dispatchers to bookkeepers, and car detailers to marketing and office support staff. I certainly appreciate each and every one of them.
There are also many, many people and vendor companies that help keep us going; from the route driver who delivers clean towels each week for cleaning our cars to the mechanics at the local Ford dealership who keep our cars on the road. All play a part in our success and we are fortunate to have such awesome relationships with all of our vendors.
So, as we celebrate Thanksgiving, I say, thank you for being a part of my life by reading my weekly rants. I wish you a Happy Thanksgiving and a joyous holiday season.
-- Jim Luff, LCT contributing editor
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