Christina Davis of The LMC Groups recently hosted a webinar that focused on how to get your staff energized and excited to make a difference in your company.
I recently had a chauffeur call in to dispatch because he was angry that the client had made him wait 2.5 hours in front of his house because he was not ready to go and the chauffeur had to go to the restroom.
We had two issues to deal with. The anger of the chauffeur, that could easily become a service issue, and the fact that human nature had called. And when the client did come out, they would be heading out on a three-hour drive. The chauffeur had to use the facilities before this trip began. The dispatcher wasn't sure what should be done and brought it to my attention.
I called the chauffeur and reminded him that we, as a company, are paid by the hour and so is he. While waiting is frustrating, we are all on the clock. The chauffeur viewed the action as “rude.” Maybe; but, it is our job to serve our clients on their time and not ours. How many times has a three-hour run gone over and ended up being eight hours and everyone is happy because of the extra income?
I ended up calling the doctor and explained the chauffeur would have to leave briefly and why he had to leave. The client said it was ridiculous for him to leave when he could enter the servant's door on the side of the house and use the servant's restroom anytime that he did not promptly get in the vehicle. Servant's door? That was a clear reminder of what we do.
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