Operations

Operator Leverages Focused Service To Attract Customers

Martin Romjue
Posted on October 12, 2013

WINNIPEG, Manitoba -- Hollywood Limousine Service took its name after doing a Hollywood kind of thing: Introducing the first stretch SUV limousines into the transportation market in Winnipeg, the capital of the Canadian province of Manitoba.

“When you see a super-stretch everyone usually thinks of a celebrity,” says Ricky Brar, owner and President. “That being said, we transport a fair [number] of celebrities around town. We also have kept a reputation of having the most unique fleet, along with one of the newest.”

Hollywood Limousine innovates by using the tools of social media marketing while applying the results of customer satisfaction surveys taken via tablets, QR codes and a no charge app. The company was awarded a five-year contract this summer to provide an on-demand and pre-arranged ground transportation service for passengers at Winnipeg’s international airport. Brar recently talked about his company with LCT Magazine:

How does chauffeured transportation service in your province differ from service in the U.S.?
In Manitoba, operators are highly regulated by the Taxicab Board of Manitoba, including how fares are determined. Our investment in new vehicles, technologies, and professionally trained chauffeurs means we’re finally able to compare ourselves to larger cities and the standard that clients are accustomed to when visiting the U.S.  

What are the main challenges providing service in your area/region?
A significant challenge is trying to recover from a bad experience a client may have had with another company, particularly as competitors continue to lower their rates in a race to the bottom. We believe with our staff and reliable vehicles we will overcome those poor customer service experiences through providing consistent, extraordinary services. And the weather will always be a challenge in a Canadian prairie city, particularly during the winter months.  

What qualities do you look for in a U.S. affiliate?
Continuously exceeding a customer’s expectations; exceptional service offerings that are client focused and grounded in the values of respect, accountability and service excellence.

What specific rules or regulations do U.S. operators need to be aware of when affiliating with operators in your province?
There are several regulations an operator must be prepared to meet in order to establish an affiliate relationship in Manitoba. First and foremost, an operator must be legally entitled to work in Canada. Operators must be properly licensed through the Taxicab Board of Manitoba, including a Manitoba Class 4, 3, 2 or 1 driver’s license; providing a Record Review Certificate; proof of Taxicab Driver Training Program Certification; successfully passing a Child Abuse Registry check; and providing a clean Driver’s Abstract. Finally, operators must hold $5 million in liability insurance.

What types of clients do you typically serve?
Our client base is 75% large firms/companies/airport transfers and 25% weddings/proms/nights out with our stretch vehicles.

What are some of your customer service innovations?
In-car WiFi, tablets for customers, a customer service training program for all drivers, customer satisfaction surveys through the tablets, QR codes and no-charge app.  

How much has your company grown in revenue and fleet size in the last five years?
From one car to one of the largest and most diverse fleets in Winnipeg. We have 35 vehicles (sedans, stretch limos, SUVs, stretch SUVs, vans, and a passenger bus) including new 2014 Lincoln MKTs.

What marketing/promotional ideas have worked well at your company?
Word-of-mouth marketing. We also have made use of social media, billboards, radio spots, TV commercials, and an up-to-date presence on the Internet.

What are some recent accomplishments/achievements of your company?
We recently were awarded a five-year contract to provide an on-demand and pre-arranged ground transportation service for passengers of the main Air Terminal Building at Winnipeg James Armstrong Richardson International Airport. We are very proud to have been recognized with the Consumer Choice Award in 2010, 2011, and 2012.

What are the future plans for your operations/business?
We will continue to provide excellent customer service. We are also considering opening up locations in other cities.

FASTFACTS

  • Hollywood Limousine Service Inc.
  • Location: Winnipeg, Manitoba, Canada
  • Founded: 2006
  • Owners: Ricky Brar, President
  • Main service regions: Winnipeg, Manitoba and surrounding markets
  • Types of vehicles: Lincoln MKT, Freightliner Limo Bus, Lincoln Navigator (stretch), Ford Excursion (stretch), Lincoln Town Car (stretch), Chrysler 300 (stretch), Cadillac Escalade, Hummer H2, Hummer H2 (stretch), Ford Excursion, Mercedes-Benz E350, Mercedes-Benz R350, Lincoln Town Car, Ford E350 van, Lincoln Navigator, Porsche Cayenne
  • Fleet size: 35 vehicles
  • Total employees: 30
  • Annual revenues: $2 million
  • Website: www.hollywoodlimoservice.com
  • Contact: (204) 999-1860

Related Topics: Canadian Operators, customer service, Global Operator, Global operators, international, international business

Martin Romjue Editor
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