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Operator Profile: Robert Alexander, RMA Chauffeured Transportation (North Bethesda, MD)

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

In Business: 10 years

Fleet: 11 stretches, 21 sedans, 5 vans, and 2 coaches

Employees: 47 chauffeurs and 30 office staff

Keys for Success: “We provide good, consistent service. The key is making the client feel special. Good service is the positive feeling the client gets, not something the client receives. We take a team approach by constantly soliciting input from our employees. It’s important that everyone believes that they have a stake in the success of the company. We value our employees and that is reflected in the compensation we pay them. We empower our employees to make decisions. This takes fear out of the workplace.”

Company’s Role in Improving the Limousine Industry: “RMA believes that it’s important to be active in local, regional, and national associations. I am currently the president of the Washington Metropolitan Limousine Association (WMLA). The WMLA is currently working with the airport and local authorities on improving regulations for the industry in our region. We are also involved with local charities, including the Make-A-Wish Foundation and the Lombardi Cancer Center at Georgetown University.”

Chauffeur management: “Chauffeurs are required to take a 30-hour training program that is taught by senior-level chauffeurs. We encourage our chauffeurs to provide input on better ways to serve our clients. It’s important that our chauffeurs can manage themselves. We accomplish this via our ‘Captain’s/Team Program.’ This program is a measuring stick that enables them to be upwardly mobile. A chauffeur acquires points for going above and beyond job requirements, such as receiving positive client feedback and requests.”

Alexander’s Objectives: “To succeed in this business you have to find ways to make things easier for staff, as well as for clients. You accomplish this through state-of-the-art technology and increased education and communication. We want to make it as convenient as possible for people to do business with us, whether it’s booking vehicles or billing clients in a timely manner. Technology is a priority. We have established a website and are in the process of implementing on-line booking. Further, the company looks to increase communication by hiring additional staff. We are currently participating in the Limousine 20 Group which is a performance measuring stick that will enable us to improve in all aspects of our business.”

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