Big Company Know-How, Small Company Values

Posted on December 10, 2012 by

What they did before starting the company: United Worldwide co-founder Terry Murtaugh spent 10 years in the limousine industry working for a major Boston operator, where he eventually became the general manager. Co-founder Jason Dornhoffer has a background in sales and financial services. They founded United Worldwide in Allston, Mass., in 2006.

Friends and colleagues Jason Dornhoffer and Terry Murtaugh combined their knowledge of the limousine and financial services industries to found United Worldwide Inc. in Boston.
Friends and colleagues Jason Dornhoffer and Terry Murtaugh combined their knowledge of the limousine and financial services industries to found United Worldwide Inc. in Boston.

Why they got into the business: During his time as a general manager in the Boston area, Murtaugh noticed that some national limo companies were unable to maintain a high level of customer service as they grew. “There was an opportunity to move into the market and really sell customer service,” he says. “We wanted to provide worldwide service. We had the industry know-how and an affiliate network I was familiar with.”

Start-up costs and methods: Murtaugh and Dornhoffer got an office space in Allston, with two computers, two desks, a fax machine and one car. United started affiliate work immediately, and Dornhoffer built up house accounts through cold calls. Murtaugh leveraged his relationships with operators and started getting farm-in work from different markets.

Best marketing strategy: United Worldwide advertises in LCT Magazine and built a well-designed, easy-to-use website that has been optimized for search engines to generate traffic. But word-of-mouth is the company’s largest source of finding new clients, and Murtaugh believes that exceptional service sells itself.

Keys to success: By not growing too quickly, United Worldwide has maintained solid relationships with clients and consistently delivers high-level service. The company offers the same VIP treatment to affiliates, giving them and their passengers as much priority and attention as in-house clients. “We are always proud to represent our affiliates,” Murtaugh says. “We have unbranded vehicles, we go out of our way to use their signs and do the right things for them. When we need a company in an area we don’t have affiliates in, we’ll turn to our other affiliates for a referral. We feel like the little brother to some of these larger companies.”

Unique approaches to customer service: United Worldwide’s motto is: Big company know-how, small company values. Clients get the same chauffeur for their first several trips so that they see a familiar face when they’re picked up. Office staff takes their time on the phone with clients so that clients don’t feel rushed. “It doesn’t hurt to say, ‘How was your weekend?’ and ask little questions like that,” Murtaugh says. “Getting to know clients, and them getting to know the reservationists, goes a long way. And some of our reservationists have developed a fan base. They’re doing exactly what we want — develop relationships.”

Advice to operators: “Take your time. Do everything properly and grow at a pace in which you can make educated decisions. Don’t rush into anything and get too far ahead of yourself, or put yourself in a situation where you’re stuck with large overhead. Have all of your ducks in a row, so when clients do come, you can accommodate them as you said you would.”

Plans for the future: “Our dream for the company is to continue to grow at a comfortable pace, a pace in which we will be able to develop and redevelop our infrastructure as needed, so that we’re able to continuously offer the same level of service we’re offering,” Murtaugh says. “We’re looking to move into new sectors because we don’t like to have all of our eggs in one basket.”

Fast Facts about United Worldwide Inc.

Founded: 2006
Main service region: Boston metro; New England
Types of vehicles: Town Car L sedans and Chevrolet Suburban SUVs
Fleet size: 9
Employees: 19
Annual revenues: N/A
Owners: Terry Murtaugh and Jason Dornhoffer
Information: (617) 782-0055

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

More News

California Operator Moves Up To Another High-Profile Company

Frank Casara brings 27 years of experience in many limo roles to a growing service in Orange and San Diego counties.

EmpireCLS Rehires Seth Marcus In Meetings/Events Role

The industry executive previously worked nine years with the company as executive vice president of sales and marketing.

Commonwealth's Saccoccio Promoted To More Global Role

One of the industry's best known affiliate managers will lead company efforts to widen service connections.

WFLA Rebrands As West Florida Limousine Association,

The trade group embraces a new name, website, logo, and board directors.

Industry Mourns Bob Boroday At Memorial April 19

1946-2017: The co-owner of Associated Limousine and husband of the late Carla Boroday was a beloved mentor, affiliate, and friend to many colleagues.

See More News

Facebook Comments ()

Comments (0)

Post a Comment



See More

LCT Store

LCT Magazine - May 2017 $12.95 Post International LCT Show Issue COVER STORY: * Best Operators of 2017: Their Winning Secrets Revealed * *


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