Handling The Fallout From A Crappy Day In Motion

Posted on November 25, 2014 by - Also by this author

Ever have one of those days that just starts out wrong and goes downhill from there? I had one of those last week. I have to preface this story with the fact that as an operator running in the trenches with you, I almost feel an obligation to share my dirty laundry with you on occasion lest you think everything is always perfect in my world. We run a first class operation but when we fall, we fall hard.

Let's start with the fact that I woke up, put my glasses on and checked my Facebook, of course. Next, I jumped in the shower with my glasses still on. This was clearly a sign of a bad day about to begin. Next, I jumped into my son's car (that I borrowed) to go to work and find the battery is dead. Why? Because I left the lights on all night long as the car sat in my garage. I forgot his car doesn't have the "auto-lamp" feature. I had to get a neighbor to jump the car.

Finally, I get to the office and things just spiraled out of control from there. It was 9:10 a.m., when I should have been on a conference call with my LCT team. I caught a brief conversation between the dispatcher that came on at 9 a.m. and the one that was finishing her night shift. It wasn't good. The oncoming dispatcher looked at her dispatch screen and asked the other dispatcher why a trip scheduled for an 8:45 a.m. pickup still showed a status of “confirmed by chauffeur,” but should have shown “POB” (Passenger on Board) at that time.

A quick check of the parking lot revealed the assigned vehicle was indeed sitting in the yard. The pickup point was 45-minutes away in the mountains!  Nice! About this time, our editor, Martin Romjue, sends a polite email reminding me of the conference call I am not on. Ugh!

In the end, here's my summary of the failure. The chauffeur had erroneously been sent (via email) an incorrect Trip Ticket showing a 12:30 p.m. pickup with THE WRONG DATE. He didn't catch that. He “confirmed” receipt and the dispatcher on duty entered it as “confirmed.” The off-going dispatcher failed to follow protocol and verbally check with the chauffeur 45 minutes before the trip start time to confirm he was on the property and ready to go. She cited that as a 9-year company veteran, the chauffeur was trustworthy and she thought nothing of it. She's on the hook at this point.  
More importantly, I began working on obtaining this account four months ago. The account consists of Monday through Friday work providing transportation from small communities within a one hour radius to a medical facility using multiple vans. I landed the account on Halloween Day after many meetings. This day was Day No. 2 of providing service. What a train wreck!

We called in another chauffeur. We were two hours late getting the passenger to the appointment. His appointment times had to be changed. I had to comp the run. But the client was O.K. about it. The off-going dispatcher, the chauffeur and the reservationist who sent him the trip information were all reprimanded in various forms. I had a shot of tequila at the end of the day.

View comments or post a comment on this story. (2 Comments)

More LCT Blog Blog Posts

July 18, 2017

Getting It Wrong On Uber’s Return To Austin

See Exhibit A on the misleading spin the limousine industry faces when exposing the unfairness of TNCs.

July 18, 2017

Comic Conventions Can Be A Geeky Goldmine

It’s time to tap into your inner nerd and expand past traditional tradeshow group transportation.

July 6, 2017

Welcoming All Back To The New LCT Blog

JIM LUFF: I'm not retired, tired, or tuned out. Just immersing in other areas of the industry.

March 8, 2017

Immigration Issues Can Hit Limo Operators

Illegal or not, immigrants in one California region spend hard-earned money on renting stretch limousines.

March 1, 2017

Did The Dent Fairy Come To Visit You?

Unlike the tooth fairy and baby teeth, the dent fairy never runs out of vehicles.

See More

Facebook Comments ()

Comments (2)

Post a Comment



See More

LCT Store

LCT Magazine - July 2017 $12.95 COVER STORY: * Why These Titans Work So Hard to Give it Away * *


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