Operations

How One Operator Takes Service Beyond The Customer

Lexi Tucker
Posted on November 8, 2016

Wendy Kleefisch, owner of Brevard Executive Limousine
Wendy Kleefisch, owner of Brevard Executive Limousine
MELBOURNE, Fla. — Because Wendy Kleefisch, owner of Brevard Executive Limousine,  does 60% of her affiliate work with farm-ins, she’s mastered the ways of treating someone else’s clients like your own. Customer service goes beyond just taking care of passengers.

“I always represent the affiliate company, use their info and logos, and have very strict rules about not dropping our cards on their customers. There’s etiquette that goes with affiliate work,” Kleefisch says.

She believes clear and frequent communication is essential. “You can’t get upset with 10 phone calls from three different offices. You can’t get frustrated; you may receive five or six phone calls for just one job within an hour before the job starts,” she says. She believes an “open door” approach is best.

“Let your affiliates know when your passenger is on board. Call or email them — with today’s technology, there’s no excuse not to let them know what’s going on. It’s crucial and really helps solidify your relationship. It helps take the stress out of wondering and worrying about your client when they are out of state traveling.” Following up with and thanking the affiliate company for selecting you to take care of the run is also very important.

LCT CONNECT PROFILE HERE

Technology has eased the communication of affiliate work, Kleefisch says. “There’s a big difference between the speed of emails versus constantly being put on hold. You’re not speaking to dispatch as much. Tech is helping to free you up from constantly being on the phone, but you have to stay on top of your email.” To make sure she never misses a request, she sets a distinctive alert notification sound on her computer and phone. This enables her to respond as fast as possible.

LCT Connect has been a convenient resource for her business. “It was a great decision and I’m going to continue to do it,” she says. “I think it’s very reasonably priced. Realistically, it’s paid for with one or two jobs. A few airport runs and you’re good for a whole year. For me, it paid for itself in the first week. It’s great exposure for any business that signs up.”

Brevard is accepting corporate accounts. It serves the Melbourne, Vero Beach, and Cape Canaveral areas, and the Orlando and Melbourne international airports. The company’s fleet includes late model sedans, SUVs, Sprinters, and stretches.

Related Topics: affiliate networks, Affiliate Report, farm-in farm-out, Florida operators, How To, LCTconnect.com

Lexi Tucker Associate Editor
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