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Operator Profile: Michael Chandler, At Your Service (Pebble Beach, CA)

Posted on January 1, 1998 by LCT Staff - Also by this author

In Business: 3 years

Fleet: 4 stretches, 4 sedans, 3 vans, 1 vintage Rolls Royce, and 1 vintage Bentley

Employee: 14 chauffeurs, 3 office staff, and 1 fleet manager

Keys for Success: “We have cut a good cross section through most of our market segments, which allows us the constant opportunity to diversify our business.”

Benefits Offered to Employee: “Standard benefits package. We are also working toward becoming an employee-owned company.”

Company’s Role in Improving the Limousine Industry: “I have a background as a hotelier, therefore company training methods focus strongly in that direction. Service is a very high priority. We teach our chauffeurs to respond and refer to our clients as guests. Clients are guests in our vehicles, and guests in our towns and communities. Local clients are also treated this way and are made to feel like special guests for the night. We feel this raises the level of awareness in our associates. It is a priority that everyone understands that the roots of this business are planted in the simple concept of service. With this concept in mind, when a guest enters one of our vehicles, he or she soon learns that there is a higher standard and that nothing less should be accepted.”

Chauffeur Management: “Our associates have learned that we do not hire drivers, only professional chauffeurs. This is not just a difference in terminology, but rather a mindset we want to instill in everyone who works with us. A chauffeur is a trained professional who knows how to handle a vehicle with care and in an elegant manner. He or she must pay the necessary attention to, and create an illusion for, everyone in the vehicle. Additionally, it is important to create a sense of team. Although our chauffeurs find themselves spending a lot of time in the field alone, they must remember that every word and action that comes from them reflects on everyone in the company and in the industry, as well.”

Chandler’s Objective: “To provide a higher standard in all aspects of our business for those who use our services and to anticipate and exceed the expectations of each and every one of our guests.”

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