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Indiana Limo Operator Stays Diversified In Operations

Lexi Tucker
Posted on August 21, 2019
Ken Carter of Aadvanced Limousines in Indianapolis, Ind. (Photo: LCT video screenshot)

Ken Carter of Aadvanced Limousines in Indianapolis, Ind. (Photo: LCT video screenshot)

[This is the 12th episode in a recurring series of educational video interviews by LCT editors Martin Romjue, Lexi Tucker, and Jim Luff]

LAS VEGAS — Ken Carter, partner of Aadvanced Limousines in Indianapolis, Ind., started his company 15 years ago with his younger sister Kristie Carter in a way that differed from the norm.

"Most folks in the industry typically start with a sedan or an executive-type vehicle. We went about it what I would call the backwards way. We started with a 14-passenger stretch limousine." They've grown a great deal since then, and now Carter has worked on diversifying into many other vehicle types to serve a variety of markets.

A Diverse Fleet

They company offers something for everyone. Carter got irritated by telling people no. "We found we were missing a good portion of wedding parties. You have eight bridesmaids, eight groomsmen, bride and groom, maybe a photographer...you can come up to 20 people, fast. So we got into the 22-passenger and then that opened up doors for more group-type work."

When he and Kristie started attending some LCT shows and entered the affiliate market, they started adding more executive options, like sedans and SUVs. Their most recent purchase was a limo coach. "We had one many years ago, but we've never had one like we've got now."

Working With Family

Working with family comes with its highs and lows, but the highs are more frequent. "[Kristie and I] complement each other. She's the reason we have money; I'm the reason we have customers," he says.

She takes care of the back office, and Carter is the opposite, overseeing the operations side. "Our company is in a unique situation because we employ so many family members. We actually have seven on the team. Not by design, pretty much by accident. But it creates a dynamic workplace with a lot of dedication, a lot of ownership, skills you typically don't find. The ability to have a little flexibility, for example, if you needed somebody to stay late, they understand the importance of what it is where an employee may say, 'no, I'm not really available.'"

Tech Talk

Carter loves technology, embraces it, and tries to leverage it. "It allows us to be able to scale and streamline our business without adding extra responsibilities or tasks on our team," he says. It allows them to accomplish a lot more and provide a better experience for their clients.

He says they've implemented post-ride surveys, which have provided great feedback on what they did right, and where they can improve. "It's a great motivational tool to keep our team in alignment with our culture, because I share that information with them." They are getting an 80% return rate on the surveys, which only helps them up their cusomter service futher. 

"I enjoy being able to measure the success of the deliverability of our team, being able to know, 'hey, we really knocked it out of the park,' or 'hey, we better review this and see if we can provide a better experience or improve here or there.' We're getting many more five stars than we are lower, so it's working out very well."

Click here to watch the full video interview

Click here to see the other entries in this video series

Related Topics: 2019 LCT video education series, building your clientele, business expansion, family businesses, ILCT 2019, Indiana operators, industry education, Lexi Tucker, video

Lexi Tucker Senior Editor
Comments ( 1 )
  • Susan Lundquist

     | about 29 days ago

    "...She's the reason we have money; I'm the reason we have customers," Love it! So true of all good family businesses, as we each bring something different to the table.

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