Industry Research

Topping It Off With Teamwork

LCT Staff
Posted on October 5, 2009

CHARLOTTE, N.C. — I want to tell you where we're going at Rose Chauffeured Transportation. The same place we've been. UP. In any business, you either grow or die, and we chose to grow. You should work together as real team players. You don't have to be best friends with your coworkers. If you are, fine. But if not, you must be respectful. We always emphasize courtesy to our customers. Well, the same goes for employees. We all come from different places but we all work on a common ground called Rose. It's the little things we do that makes a difference.

One lady came into our office to get an estimate for a large wedding. Her car was parked outside and very dirty. I took a hose and washed it. When she came out, she was stunned and thanked me. She turned around, walked back inside, and signed a contract for the wedding.

It's all about seeing an opportunity and taking it. Let's look at what it takes to do your job or any job in this company:

• Your performance is critical

• You must LISTEN. It’s never automatic. Every ride has different needs. Check and recheck the facts, details.

• Never let down on the smiles and good communication. Most other companies are not good at this.

• The Rose Wall of Fame is a testament to your performance.

• We are not in the vehicle-car-bus business. We are in the PEOPLE SERVING business. We are servants. We do it with pride, solving problems and making life easier for the customer.

• Don't cut corners. Don't bend the rules. Don't be in a hurry. Listen carefully to what they are saying on the phone. One little mistake ricochets through the whole company.

• You are the key part of the team. Do you love our product? You should. It's one of the best in the whole country. Be enthusiastic and develop a passion for how good we are in this business.

Our mission is to give the caller the best transportation service experience they have ever had. Most transportation companies are bad at it. Airlines, bus companies, taxis. We're a diverse company. It doesn't matter where you came from or your education. Human behavior doesn't have a language.

We all speak the same language when it comes to giving great service. And we not only respect the customer, but we extend that respect daily to each other and to all employees.

Treat everybody with respect. What does that mean? Say "Thank you," "I'm sorry," “Yes, Mam," “No Sir" when necessary. Be nice to each other. There is no time or room for petty bickering. Remember, you have to earn respect. You don't just get it. Remember when you point your finger and criticize someone for something, it's often the fault you possess. Don't badmouth the other person.

One of my own personal techniques for management is this: "How you treat the employees is how they treat the customer."

I want everybody in this room to stay here a long time. Please fight negative thinking. A lot of people do it and don't even know it. It becomes a habit, but it takes a toll. Don't complain around here. 95% of the things go the way they are supposed to. 5% of the time or less, something goes wrong. Let's fix it, but not spend too much time groaning about what went wrong. Focus on the positive and it will reduce mistakes. When we're team players, we catch the other person's mistake and maybe save the account. Thank the person when they cover your mistake.

Great service is a choice and we choose to deliver it on every ride and every phone call. We deliver HOSPITALITY and we make RELATIONSHIPS. We don't sell transportation as such. Remember, every phone that rings might be a $1,000 ride.

Develop a process for doing your job. Make a check list like an airplane pilot so you don't forget to throw the switch to put the landing gear down when you're coming in for a landing.

When a customer calls us, they want help. Give it to them in spades. LISTEN to them. If we don't serve the customer well, someone else will. And it doesn't matter how good you were yesterday. Y must do it all over again today. So stay up and be happy, even if you don't feel like it. Customers like people who sound fun and pleasant.

And never forget how interconnected our departments are. Nobody flies alone in this business. We need each other. I tell chauffeurs they are PERFORMERS. You are too. Turn that smile on and give them your best shot at 9 a.m., 5 p.m., or 10 p.m. Your job is not easy. It's hard to deal with a different person every 10 minutes. You may be a reservationist, but as far as I am concerned, you are the number one salesperson in the organization. Think about that. 90% of our customers are long term repeat customers. That's a very important statistic. You get a lot of value when you hire Rose. And never forget this. I don't pay your salary. The customer does. Without the customer, there is no Rose.

When the world premiere of the Walt Disney movie was shown in Charlotte two summers ago, we received this letter: "Thank you so much for all your help with the world premiere of CARS. The level of service Rose Limo was able to provide was AMAZING. All the drivers were fantastic. — Steven and Team Pixar"

It takes a team. Thank you.

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

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