Are you REALLY a 24/7 Operation?

Posted on December 7, 2011 by - Also by this author

Don’t advertise that you are if you are not really live all the time.
When I see advertisements or statements that say “Open 24/7,” to me that means you are staffed 24 hours a day, seven days a week, and you are ready to do business when I am.
Many of my local competitors advertise that they are 24/7. Well, maybe they do provide chauffeur services at any time of the day but that isn’t the same as answering the phone live at all times. Can you imagine getting off of an airplane at a place like LAX after a 10-hour day of flying, and you can’t find your chauffeured vehicle? The first thing you are going to do is call the limo service to ask where your car is. How will you feel when you get an answering machine stating that no one is available right now but you will get a return phone call “as soon as possible.” As soon as possible? Is that five minutes from now or five hours from now?
When I farm jobs out to other limo companies, I seek companies that offer 24/7 live service so that no matter what time of day it is, if I want to talk to someone about my reservation, there is someone there to do it. Imagine my surprise this week when I called one of my affiliates to make a change to an order, and in the middle of the business day, I got voicemail. Talk about being angry! I was furious. I thought about what might happen if the purpose of my call was to locate the chauffeur for a waiting passenger. When I did get the call back some 20 minutes later, I was thrilled to hear a dog barking in the background and a baby crying! How very professional.

Maybe a better way to advertise would be to say, services offered 24/7 rather than advertising that you are “open” 24/7 — unless you truly are available live to handle calls and take care of business at any time. Don’t be the guy that says he does it but only goes halfway. — Jim Luff, LCT contributing editor

View comments or post a comment on this story. (0 Comments)

More LCT Blog Blog Posts

October 1, 2012

Event Management

Don't let your guests down. Here are some things to think about before the event starts.

September 26, 2012

October LCT Mag Focuses On Customer Service

ISSUE PREVIEW: What does he think? What did she really say? Are you channeling your customers? In the October 2012 issue of LCT Magazine, you’ll get a complete primer on how to read and please your
September 26, 2012

Driverless Cars Legalized In California

With no need for people to operate vehicles, how can limo companies adapt to the new world of transportation?
September 26, 2012

Manners Still Matter On Social Media

It has never before been easier for businesses to share information, insight and intimacy with consumers; it has also never been easier to offend them. Read more to learn how to avoid a social media faux pas.
September 20, 2012

My First Encounter With The 2013 Lincoln MKT Town Car

On my trip to Chicago last week for the 2012 BusCon Expo, I had the pleasure of experiencing a new ride — the 2013 MKT Town Car.
See More

Facebook Comments ()

Comments (0)

Post a Comment



See More

See More

See More

See More

LCT Store

LCT Magazine - January 2017 $12.95 THE MONEY ISSUE COVER STORY: * Dashboard Helps Steer Company Finances * *


Experience the three annual industry events for networking for business, showcasing vehicles and products, and getting the tools for success.

Read About Your Region

What’s Happening Near You?
Click on any state to see the latest industry news and events in that region.

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment


Work Truck Magazine

The number 1 resource for vocational truck fleets

Metro Magazine

Serving the bus and passenger rail industries for more than a century

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

Please sign in or register to .    Close