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Award Winners Thrive On Best Business Practices

Martin Romjue
Posted on May 19, 2016

LCT threw a sumptuous gala March 1 for the annual Operator of the Year Awards, themed on the Roaring 20s, during the International LCT Show in Las Vegas (LCT photo)
LCT threw a sumptuous gala March 1 for the annual Operator of the Year Awards, themed on the Roaring 20s, during the International LCT Show in Las Vegas (LCT photo)
LAS VEGAS, Nev. — The annual LCT Operator of the Year Awards underscore anew each year how winning operators rely on specific strategies and practices to run excellent companies.

In the spirit of inspiring other operators, we highlight the winners along with a small sample of best practices from each winning company culled from their awards applications.

Finalists in each category were scored in six areas of operations by six individual judges for a maximum of 60 points. Highest scorers won.

As usual, winners included a mix of first-time applicants and persistent, repeat finalists. Winners received their awards from LCT Publisher Sara Eastwood-Richardson and Bobit Business Media CEO Ty Bobit.

Winners Bedford Wynne Jr. and his mother and company founder, Joan Wynne.
Winners Bedford Wynne Jr. and his mother and company founder, Joan Wynne.
Motorcoach Category: Wynne Transportation, Dallas, Joan Wynne and Bedford Wynne Jr.

  • Since 2008, the company has flipped from 70% sedans and black vehicles versus 30% buses, to 70% motocoaches and buses versus 30% sedans and black vehicles now.
  • Emphasizes preventative maintenance. The Wynne headquarters and facility has a maintenance garage and raised repair platform that can handle motorcoaches.
  • Wynne bought its second entertainment coach on Dec. 11, 2015, a 2009 Prevost Le Mirage XL II. It has launched a segment devoted to road shows and tours for sports teams, bands, performers and entertainment industry clients. The sleeper coach has nine bunk beds, along with living room-style seating, a kitchen, dining area and bathroom.

Global OOY winner and Reliance Worldwide CEO Reza Choudhury.
Global OOY winner and Reliance Worldwide CEO Reza Choudhury.
Global/International Category: Reliance Worldwide Logistics Solutions, London, U.K., Reza Choudhury

  • All chauffeurs have undergone an enhanced Criminal Records Bureau (CRB) check as part of the licensing requirements from the Hackney Carriage Licence Authority in the United Kingdom. Criminal records are checked across all police forces in the U.K. In addition, certain serious crime details are shared by Interpol covering European Union Countries.
  • Topographical test: Chauffeurs must identify hotels, airports, key destinations on a map rather than relying on a satellite navigation system. They are also asked to list the routes they would take to get to regular destinations and routes they would take if some of the main roads were busy. Chauffeurs must demonstrate an excellent knowledge of the main airports, motorways, cities and how to get there.
  • Staff members randomly check chauffeurs at the airports and other locations to ensure name boards, attire, and service are maintained at all times.

Showcase Limousine’s Nathan Bennett and his mother and founder, Christine Bennett, a fifth-time finalist.
Showcase Limousine’s Nathan Bennett and his mother and founder, Christine Bennett, a fifth-time finalist.
1-10 Vehicles Category: Showcase Limousine, Boise, Idaho, Christine Bennett & Nathan Bennett

  • Chauffeurs are background checked, social media checked, and drug checked before hiring.
  • A secret ride program enlists passengers with a discounted rate who in return fill out a sheet that states all aspects of their experience.
  • A hot pink Dodge Challenger stretch allows Showcase to give back to its community by transporting cancer patients undergoing chemo treatments. The limousine has been featured on TV and in newspapers giving cancer patients rides to and from their appointments. The stretch is also used for cancer survivor celebrations.

Camryn Executive Transportation co-founder and co-owner Bill Kerr.
Camryn Executive Transportation co-founder and co-owner Bill Kerr.
11-30 Vehicles Category: Camryn Executive Transportation & Limousine, Charlottesville, Va., William Kerr and John Hunt

  • Reservationists listen to the recorded phones calls of their interactions and undergo self-critique as well as peer-review.
  • A lead chauffeur trains all the other chauffeurs in all aspects of customer service and safety.
  • All customers receive an email after each run — first thanking them, and second requesting feedback and suggestions for how we can improve.
  • Focuses extensively on SEO and Google positioning.
  • Exclusive displays of marketing collateral in all hotel and inn lobbies.
  • High-end dedicated art gallery at its depot.

A1A winners Rick Versace Sr., Peggy Versace, Keith Soraci, and Rick Versace Jr.
A1A winners Rick Versace Sr., Peggy Versace, Keith Soraci, and Rick Versace Jr.
31-50 Vehicles Category: A1A Airport and Limousine Service, Boca Raton, Fla., Rick Versace and Peggy Versace

  • 200% satisfaction guarantee on each reservation. If a customer is unhappy with an experience for any reason, the company will refund the ride and credit the next one. 
  • Weekly meetings with customer service representative teams to review best practices, review any issues from the prior week, and correct them in the future, as well as exchange ideas on how to improve customer service.
  • All fleet vehicles are equipped with safety cameras programmed to record and report any unsafe driving incidents according to company rules. Managers can review any incidents and near incidents to address any issues before they become problems. By reviewing these videos daily, and adding safety scores to each incident, the company scores each of its chauffeurs and vehicles.
  • Adopted mobile booking technology: Clients can reserve vehicles on their smartphones via the A1A Limo app quickly and easily. A few simple taps on their app and they are able to make a new reservation, as well as review past or future trips they may have.
  • A1A Limo has engaged in a partnership with ESPN and ESPN Radio promoting our A1A Limo value statement over the airwaves five times a day for the past eight years.

Windy City team (L to R): Founder and CEO George Jacobs, Kathy Kahne, Dave Lahr, Tricia Wilcoxen, and Ryan Kaczmarksi. 
Windy City team (L to R): Founder and CEO George Jacobs, Kathy Kahne, Dave Lahr, Tricia Wilcoxen, and Ryan Kaczmarksi. 
51+ Vehicles Category: Windy City Limousine, Chicago, George Jacobs

  • Windy City retains a $1.5 million liability policy for all of its sedans, SUVs and limousines. The minimum required for the state of Illinois is $350,000. It also maintains $10 million in liability insurance for its buses, double the state minimum required. 
  • All fleet vehicles are equipped with seatbelts and are inspected daily in the pre- and post-trip inspection process.
  • Windy City will fund any class or seminar that a manager demonstrates will improve their performance or skill sets or any employee identified as a candidate. 
  • Promotional partnerships with the biggest names in Chicago, such as the Chicago Cubs, White Sox, Bulls, Bears, and Blackhawks, The Steve Harvey Show, Northwestern University, and University of Chicago.

Related Topics: Bedford Wynne, British limousine companies, Chicago operators, Florida operators, George Jacobs, Global operators, honors and awards, Idaho operators, ILCT 2016, Illinois operators, Joan Wynne, operator achievements, Operator of the Year Awards, Reza Choudhury, Rick Versace, United Kingdom, Virginia operators, Wynne Transportation

Martin Romjue Editor
Comments ( 1 )
  • Avi-Cina

     | about 2 years ago

    Good information from the experts. Will sure keep them in mind and implement some

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