Groups Underscore Best Practices, Boost Operator Interests

Posted on November 7, 2014 by Tom Halligan - Also by this author

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Limousine trade associations hold fall events that provide helpful tips to operators while turning up the political heat on TNCs.
Limousine trade associations hold fall events that provide helpful tips to operators while turning up the political heat on TNCs.

Associations nationwide have pursued active agendas throughout the fall, holding big events that help operators run better businesses and take on the Transportation Network Companies, now that legislatures are back in session.

The New England Limousine Association (NELA) held its annual quarterly meeting and educational seminar event on Sept. 9, featuring guest speakers, dinner and vendor presentations.

One of the bedrocks of the limousine industry is its focus on providing great customer service. That message was reinforced by Rick Cavalieri, general manager of BostonCoach, and a member of the NELA board of directors, during his seminar presentation, “Understanding and Meeting Client Expectations.”  

Cavalieri emphasized that “little things matter,” such as chauffeurs checking the rear seat for left-behinds, to working hand-in-glove with dispatch to ensure glitch-free runs. He also told operators that by making sure chauffeurs communicate with dispatch to verify their precise locations, dispatchers can provide up-to-date information to relieve client anxiety.

“If your chauffeur is forced to circle the airport terminal and takes 10 minutes, dispatch needs to know if the client is outside and the driver is not there,” Cavalieri said. He also stressed that chauffeurs learn to read the body language of a client so they can adjust their routines. “If a client doesn’t want to talk, then don’t initiate a conversation, or if you see a client looking tired after a long flight, chauffeurs should  do what they can to make him/her feel more at ease,” he added.

Cavalieri also reinforced the basics reminding operators that chauffeurs always should be prepared before a pickup by confirming passenger details, the route, or any other potential problem that could occur before the client steps into the car. “Never compromise” on safety, he warned. “Nothing should jeopardize safety, and that needs to be reinforced to chauffeurs.”

The Kentucky Limousine Association (KLA) held its annual membership retreat on Sept. 9-10 in Sevierville, Tenn., in the picturesque Smoky Mountains. The meeting featured a recap of the successful KLA booth at the Kentucky State Fair, which resulted in hundreds of Facebook likes for the association, in addition to limousine service giveaway winners.

The event was a great marketing and networking opportunity to promote the association and statewide limousine companies, considering more than 500,000 people attended the fair. Other business included a discussion on the Louisville International Airport (SDF) which sent a letter to KLA stating all TNC vehicles and drivers are not permitted on the property to pick up or drop off. In addition, the KLA was invited to a meeting with the Kentucky Transportation Cabinet Department of Vehicle Regulation in September to hear from Commissioner Rodney Kuhl on how Kentucky’s emergency regulations for all TNCs are being crafted, and the timeline on when those regulations will become law and signed by Gov. Steve Beshear.

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