Industry Research

Motivating Your Reservationists

LCT Staff
Posted on September 30, 2009

CHARLOTTE, N.C. — I had a meeting with my reservationists, known as Customer Service Reps (CSRs) recently. All of ours happen to be women. That isn’t always the case. We have seven plus an office manager since we are 24/7. Reservationists are a group of employees vital to the business, but they tend to be taken for granted. They don't interact much with the rest of the staff. Sometimes they complain about petty things, etc. They don't get the attention given the drivers for example. When they make a mistake, it can be monumental.

We decided they needed to be brought into the mainstream — motivated if you will. Reservationists are the frontline of offense in this business. They are often your best salesmen. We use voice logger and replay phone calls as a training method. If a reservationist keys in one little mistake, such as the wrong date or time or exact location and it's not caught on confirmation, there's hell to pay.

Here’s what we tell our reservationists:

In this business we have to work closely together to get the reservation from the caller to you, to dispatch, and to the chauffeur and car. You need to focus 100% on your phone call. Give them your best attitude at all times. This will create responsibility in your job performance.

I want to reinforce the purpose of what Rose Chauffeured Transportation is all about. We're all interconnected as a team. And remember, the weakest link in any chain can cause large problems. We feed each other and it has to be the right information. This is a business of minute detail. When we work together and communicate well, it's easy to cover someone's mistake. And it happens all the time although we confirm all rides. And when we recover from an almost goof, we don't point the finger. If you made a mistake, you go to the person who “saved the ship” and THANK THEM. We don't bad mouth each other. We help each other.

We've been in business 24 years. Thirty percent of limousine transportation operations go out of business or change owners every year. It's a very hard business to do well in because you have to be GOOD all the time. That's why Rose has lasted 24 years.

[NEXT WEEK’S E-NEWS: Thompson offers tips on taking your business to higher levels through teamwork.]

Source: H.A. Thompson, Rose Chauffeured Transportation, Charlotte, N.C.

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