Luxury Coach & Transportation

September 2018

Magazine for the professional limousine, charter and tour industry.

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Page 26 of 83

LUXURY COACH & TRANSPORTATION SEPTEMBER 2018 25 F E D E R A L T A X E X E M P T I O N O N D I E S E L IRS Publication 510 (Rev. January 2016) Excise Taxes (Including Fuel Tax Credits and Refunds) FOR VEHICLE WITH SEATING CAPACITY OF MINIMUM 20 ADULTS He admits luxury transportation work involves "a little bit of show- biz," adding P.T. Barnum is one of the figures he admires. "If you give them razzmatazz, they'll come back for more. You have to make your custom- ers happy and make them enjoy where they are in the moment." Top customer service is supported with extensive training in all aspects of company operations. Monthly driver meetings include video training. "You have to get your people working to- gether on the same goals," he says. at especially applies to motorcoach service. "Too many traditional coach companies have acted like truck drivers in how they treat customers," he says. "Our bus captains load and unload the luggage. So what if they get sweaty." ompson believes in treating em- ployees well so they provide superior service. "Y ou show respect by using their names. It's very important to value them. ey have to trust you, and trust is fragile. You want people to say you're a nice guy or gal." — ences. A wall of fame in the Rose lobby bears framed customer thank-you letters, media coverage, and awards, in- cluding 2008 LCT Operator of the Year (11-30 vehicles) and 2015 Motorcoach Operator of the Year. Good customer service boils down to a pleasant and helpful attitude, omp- son says. His past radio experience has helped him master the art of listening to his audience, reading it, and playing to the crowd. was drawn to the limousine business by a friend who suggested they start a service for weddings. at friend was a mechanic who repaired Rolls-Royces. ey did their first wedding run on March 23, 1985, and branched into sedan service in 1988. His outgoing demeanor, knack for showbiz charm, and booming, bass radio voice all enable him to be com- pany motivator in chief. ompson has defined its culture on customer experi- Rose employs three full time mechanics and is looking to add a fourth. "We control how fast we can get the repair done," Holden says. "The speed of your turnaround on a bus ties directly into your profit."

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