Luxury Coach & Transportation

December 2018

Magazine for the professional limousine, charter and tour industry.

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Page 44 of 67

LUXURY COACH & TRANSPORTATION DECEMBER 2018 43 Great Ideas provides a broad range of information focused on new ideas and approaches in management, human resources, customer service, marketing, networking and technology. Have something to share or would like covered? Contact LCT contributing editor and California operator JIM LUFF at JIM LUFF | DECEMBER 2018 SPOT TIP What To Offer: When service failures occur, you should have a standard policy dispatchers, reservationists, and chauffeurs all know will be followed based upon the circumstances. People want immediate resolution to service failures. Only you can decide on the appropriate compensation for a particular type of service failure. Empower your staff based on pre- dened remedies so they can make amends with clients before they take to social media. Communicating your intentions to make things right can save you from a blistering review on Yelp, Facebook, Google, or Trip Advisor. Compensation For Service Failures Make a plan on how you will handle these service failures and relay it to your staff: • Mechanical problems • Trafc issues • Road closures • Late vehicle arrivals • Vehicle no-shows • Failed airport connections • Safety concerns of chauffeurs or vehicles • Employee/chauffeur complaints • Weather issues Other Considerations • Always have a chauffeur on standby ready to be called in. • For out of town trips, determine what afliates could be called for help. • If the client is forced to contract another provider, offer to pay for it. • Always ask your client how they would like to see the situation resolved. • Conrm with your client that they are satised with how the failure was handled. How To Communicate During A Service Failure S ervice failures can happen for a variety of reasons. Most often ground transportation failures are caused by mechanical issues. How you com- municate with your clients can make the dierence in retaining or losing them forever. Plan For The Inevitable Let's face it; a vehicle breakdown is bound to happen to everyone. •ere is no way to prevent mechanical failures. Whether it is as simple as a •at tire dur- ing the journey, or as major as complete engine failure, it has happened to you before and will certainly happen again. With this in mind, create a premade game plan for dierent situations. Aside from developing a network of a liates you might call to assist and establishing accounts with repair shops and towing companies, you'll need a communications plan. Don't shoot from the hip during a crisis. Know what to say, how to say it, and when to say it. Keeping Passengers Informed Travel can be stressful and hectic to our passengers. Failures that happen dur- ing an important event such as a wedding or funeral can cause passengers to become anxious or angry. As soon as you become aware of a service failure, reach out to the client and tell them honestly and professionally of the situation you are facing. Be prepared to provide options, and more importantly, to accept your client's decision. If the client is unable to wait for a replacement vehicle or elects to cancel service during the call, accept it, apologize, and avoid commu- nicating about ˆnancial matters during the initial call. It will only prove to be more stress added to your client, and you could appear more concerned about your money than the inconvenience for the client. Keep It Honest Honest communications will serve you much better than exaggerated state- ments. If your chaueur overslept and missed an early morning pickup, don't tell your client you will have another vehicle there within 30 minutes if you are not positive about it. Once 30 minutes has passed and a replacement vehicle has not arrived, your client will only become more irritated. If you think it will actually take 30 minutes, then tell the client it will be 45 minutes. When the vehicle arrives 15 minutes early, you will look much better than at 15 minutes later. Reach out, own it, and keep it real. By Jim A. Luff, LCT contributing editor

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