LAX-it Lot Confronts Operators With Battle Of Perceptions
It's not just high rollers, celebrities, and rich people being picked up curbside.
In the most recent scenario, a bride significantly delayed boarding at a hotel causing her to be late to her wedding. The transportation service was prepaid for three hours. Arriving at her wedding an hour late put everything behind an hour. I know, I know….an hour late to your own wedding is another blog in itself.
After the service, the bride and groom instructed the chauffeur to drive to various locations for the purpose of taking photos. Everything went according to the original plan except that everything was done one hour later than the original timeline.
At the conclusion, the chauffeur awkwardly explained to the newlyweds that they owed for an additional hour of service. The groom fuddled around in his pockets and explained to the chauffeur that he had no cash and no wallet in his rented tux pants. What was the chauffeur to do? Beat the crap out of him until he paid? Go find their parents and ask them to pony up? It’s awkward all the way around.
When we called the bride on Monday, she indicated that she was in Hawaii and would not return home for a week, and they did not have a credit card to use over the phone. Really? A little hard to believe.
What should I do now?
Related Topics: cash flow, customer service, difficult clients, improving cash flow, Jim Luff, money, operations, Shop Talk blog, weddings
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Jim Luff
| about 6 years agoYeah, the chauffeur always gets paid for actual clock hours. They are employees. They are not profit share employees. Whatever time they actually spend working they get paid for regardless of whether we as a company do or not. That's basically what I did was send her an invoice. Unfortunately, we provide service in a county as big as the state of Oklahoma and many people we serve in the Hispanic community don't have credit cards. I'm not going to turn away a $700.00 party-bus run because they don't have a credit card but I get your point.