Do you want to own a bigger limousine service in 1998? Do it by taking a hard look at every single thing you do and start doing it better! Ask yourself the following questions:
- Is my telephone being answered by a pleasant, knowledgeable, professional reservationist at all times? Your clients will not care if you own the best vehicles in your area if they are not treated properly when they call. Remember, you are not in the car business, you are in the SERVICE business, and service begins with the first telephone call.
- Are my clients renting clean vehicles 100 percent of the time? If the answer is no, take a look at your system. Make sure every employee is ready to do whatever is necessary to consistently make your vehicles as clean as they can be. Clients do not notice the model year of the vehicle, but they do notice a cigarette odor or a full ashtray. Clients notice and appreciate clean vehicles.
- Are my vehicles in the absolute best cosmetic and mechanical condition possible? No carpet should be frayed and no strap or opera light should be missing. Each vehicle should look as new as possible. A solid preventive maintenance program should be in place. You should be comfortable using your oldest vehicle for your most important clients.
- If my mother and father needed a limousine for their 50th wedding anniversary, would I be confident sending any one of my company’s chauffeurs on the charter? If the answer is no, make an effort to recruit the best chauffeurs. Implement a training program for new and experienced chauffeurs that will clearly show how you want the job performed. Do not limit training to new employees. Training must be a continuous, ongoing process that involves every member of your organization.
- Does my company have the ability to quickly respond to the needs of my clients? How many last-minute trips am I forced to turn down? Implement a system that allows your company to quickly respond to trips on short notice. Many companies regard the last-minute call as an annoyance. However, if you have an on-call driver with a clean vehicle, these trips can be profitable.
Does your company have a long-term strategy for growth? If it does, remember to immediately take a hard look at everything you do, and start doing it better!