Customer Satisfaction Must Always Be a Priority

Posted on October 1, 1995 by LCT staff

Recently, a limousine broker sold a limousine to Roy Jay, president of Celebrity Limousine of Portland and president and ex­ecutive director of Limousine Owners and Operators of Oregon.

Jay purchased an 85 inch stretch Lincoln from the broker. The vehicle had problems, but the broker promised each problem would be addressed.

However, shortly after the trans­action was finalized the broker began to back off his promises to fix the vehicle. "The limousine had a flat tire, a defective CD changer, a leaky sunroof, a missing sunroof shade, a $40 AM/FM cassette play­er, and an air conditioning unit that immediately malfunctioned.”

Jay called the broker three times to rectify the situation. The broker would not live up to his end of the deal. What Jay did not disclose to the broker was the fact that he found $2,500 tucked inside the headliner of the limousine. Jay decided to tell the broker about the money he found in the vehicle. He simply wanted the limousine repaired and would gladly return the money to him.

The broker suggested to Jay in no uncertain terms to "keep it to fix the repairs and anything else that needs to be done and we'll call it even."

"He was a real high energy per­son," says Jay.

The next day Jay decided to take the flat spare tire to a local shop to have it repaired only to discover that the spare was stuffed with $8,000.

In this particular case, the broker obviously did not bother to carefully check his inventory and forfeited over $10,000 because customer sat­isfaction was not a priority.

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

More News

Johnny Greene Killed in Traffic Accident

Noted industry veteran founded ETS International

New York Operator Sees Payoff Bringing Staff To LCT East

Legends Limousines’ CEO Robert Xavier says trade shows spur staff to ‘think outside the box.’

Last Chance! People’s Choice Awards Close Out Oct. 14

Help celebrate the best operators in the industry by suggesting who you think has done something extraordinary.

Trump Taj Mahal Closes For Good On Oct. 10

Historical footnote: Once a grand and gaudy monument to the Trump brand, the casino-hotel had a presence in the limousine industry.

Harrah's Atlantic City To Get Upgrades For 2017

The casino-complex will renovate many of its rooms, food court, and night club, just in time for LCT's East Show next Fall.

See More News

Facebook Comments ()

Comments (0)

Post a Comment



See More

See More

See More

See More

LCT Store

LCT Magazine - October 2016 $12.95 COVER STORY: * Leverage Tech To Levitate Your Operations * *


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