The recent football championships reminded me of two successful mottos that, when practiced, separate the chauffeur from the driver, and the limousine from the car.
A now familiar sight in Los Angeles is the black and silver sign of the Raiders, “Commitment to Excellence.” This longtime Raider slogan has helped make them the most winning team in modern professional football. Another important motto I recall is the one used by coach Eddie Crowder at the University of Colorado, “Pride Makes Success.”
The limousine industry is maturing. It is an industry growing in sophistication and expertise. Your vehicles are only an instrument to provide the key element, service. This aspect of service makes it essential for management and chauffeurs to continually remind themselves that pride makes success. They must always remember to commit themselves to excellence.
Whether you run a small limousine service or are part of a large multi-location operation, management must provide the proper leadership and supervision to ensure suitable performance. Pride should extend into every avenue of your business. Telephones need to answered promptly and courteously. Your stationary, logo, business forms and advertising should present an appropriate image. Expeditious and professional follow-up is a must. Your vehicles should be properly maintained inside and out, as their appearance creates a long-lasting impression on both your customers and your chauffeurs. In this issue, Heidi Watt of the Westlake Connection offers Limousine & Chauffeur readers valuable tips on handling company business and customer service in the Operators Manual article. Consider developing a similar type manual for your own company.
Your company representatives are your chauffeurs. They provide the visibility and personal contact with your customers. In this service-oriented business, being well-groomed, courteous and having complete knowledge of one’s limousine and area served makes a chauffeur. Failure in any of these areas equates to being just another driver.
Many Tampa, Florida limousine operators had the opportunity to see Al Davis’ “Commitment to Excellence” displayed around their city prior to the Super Bowl. We all know the game’s outcome with the results speaking for themselves. Commit yourself to excellence and develop an inner sense of value. Your company, chauffeurs and customers will be the winners.