Luxury Coach & Transportation

August 2018

Magazine for the professional limousine, charter and tour industry.

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32 LUXURY COACH & TRANSPORTATION AUGUST 2018 WWW.LCTMAG.COM IRS Publication 510 (Rev. January 2016) Excise Taxes (Including Fuel Tax Credits and Refunds) THE BUS MUST HAVE A SEATING CAPACITY OF AT LEAST 20 ADULTS 1 888 266 3030 OPERATIONS DIANE FORGY owner, Overland Chauffeured Services, Kansas City, Mo. Technology is vital in today's new world, but what Forgy believes sets her company apart is its family culture and the bonds they have created with their clients. "We hold ourselves to a very high standard, and our clients know we stand behind our reputation. Our employees believe in those high standards, as stressful as that makes it at times, but they understand our purpose and feel they are part of a greater mission," she explains. She advises staying close to your clients and developing relationships that will be hard to break. Also, make sure your work culture fosters teamwork and respect. Keep your financial records in good shape, and regularly review your financial state- ments. "You need to be constantly and thoroughly evaluating the financial health of your company," she warns. If there was one thing she would change looking back, she wishes she would have cracked down a little harder on bad employee behavior. "There are a few cases where I allowed misbehavior to go on too long. It's tough to break ties and complicated to find replacement help, but letting someone poison your operation is never a good thing." As she plans for the future, she is working to protect existing revenue and driving more revenue growth. "We need to diversify our sources of revenue so we are less vulnerable to the effects of TNCs on some of our core business," she says. Diane Forgy with NLA President Gary Buffo (L) and Jeff Nyikos (R). THOMAS BUCK owner, Beau Wine Tours, Napa, Ca. Beau Wine Tours' emphasizes customer service by offering an in-house concierge service. Buck's service area includes the famed Napa/Sonoma region of California, where the best of California wines are born. The area is a tourist mecca with many activities to choose from, making the concierge staff a value- added service. From setting up custom wine tasting itineraries to golf outings or hot air balloon excursions, the company's core values include never saying the words "no" or "can't" to a client request.

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