Different Perspectives, Same Goal
Santiago believes clients get the best of both worlds with him and Cohen. He acknowledges their strengths are polar opposites: “It’s like a black and tan — you get the old with the new.” Cohen builds business the old fashioned way by shaking hands, knocking on doors, and taking phone calls, and Santiago respects the results this has produced.
Being available at all times and making it easy for customers to get a hold of you is a large part of their customer service strategy. “Life is already as complex as it can get, and new tech has arguably made things busier. We try and think ahead by saying, ‘What are the roadblocks the client will hit with other companies, and how can we make that experience less painful?’” Santiago says.
Always Room For Improvement
Running a chauffeured car operation is far from easy, and 90% of your approach should be customer service focused, Cohen says. “You have to be there when the client wants you. As long as you can take that extra step to make you better than the other guy, you’ll excel,” he says.
The company provides car seats at no charge, for example. They also try to make sure they are the first people a new customer sees. “Clients like to know the company owner took the time to pick them up and treat them special,” Cohen says.
Another tactic to ensure lasting relationships is to stay in contact with your regulars if you haven’t heard from them in a while; this keeps your core customer base in tact while you explore new avenues.
Something he’s tried to live by is the fact you’re not in charge of anything, so you have to be prepared for anything. In other words, you’re at the mercy of the airlines, baggage claim, and customers who oversleep or forget to bring something, so you have to be able to adapt. “You can’t get stuck on structure, because you have to be quick on your feet to respond to events you weren’t expecting.”
To prepare for new business gained at the International LCT Show, the company has eliminated older vehicles, keeping only those model years 2015 and newer. They’ve also invested in new office space. Santiago and Cohen look forward to getting their name further out there as a reputable company every operator can rely on. As members of the National Limousine Association and the Limousine Association of New Jersey (LANJ), they aim to be involved in all aspects of the industry.
Santiago hopes to continue to identify with the younger audience by staying on top of social media and industry trends in terms of apps and other technology. “I identify with young families since I have two daughters myself, so from a customer perspective, I understand the complexities of traveling with small children. I try to be more compassionate and connect with them on that level.”
The Global Ground Transportation Institute (GGTI) is the global community dedicated to providing the ground transportation industry with networking opportunities, business performance improvement, and education.
From state labor rules to cannabis bans and LAX access, the Greater California Livery Association enjoys a golden chapter of regulatory successes.
The Portland Bureau of Transportation said they were uncovered after implementing a system of "random checks."
The show returns to the Indiana Convention Center in Indianapolis Sept. 23 to 25.
A previous Senate Bill addressed the issue of passengers under 21 smoking on buses and agreed to creating sealed compartments so the smoke and smell doesn't impair drivers.
eNews Exclusive: Aventura Worldwide’s Kristen Goodman spent time in the Peace Corps, which gave her a new outlook on life and her job.
This promotional approach nurtures leads through targeted email campaigns and helps reach new clients while keeping loyal ones.
The Assembly passes a measure that if signed into law would mean you couldn't toke up while touring cannabis outlets.
The lastest workforce cuts come on top of 400 marketing workers let go in July.
The lawyers argue the removal of a DOT sticker would not have directly caused the catastrophic Schoharie, N.Y. accident.
The owner of Guardian Transportation has seen success in bringing on people with security skills.
Organizer Tiffany Hinton of MOTEV believes it's our differences that help us make each other stronger and more informed.
eNews Exclusive: Brothers Francois and Michael Youakim turned a love of being the life of the party into a flexible service that can adapt to any kind of client.
Yu Kobayashi has made it his mission to bring chauffeured transportation back into the spotlight of a new generation.
The world's No. 1 online marketplace and trader for professional chauffeured and chartered vehicles, including all types of motorcoaches, buses, vans, stretch limousines, sedans, SUVs, exotics, and classics. New and used vehicles are available from sellers across the nation.
The best online networker to find quality affiliates worldwide and market your company.
Click on any state to see the latest industry news and events in that region.