Luxury Coach & Transportation

April 2019

Magazine for the professional limousine, charter and tour industry.

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Page 23 of 51

CLIENT MARKETS Mea Culpa You Blew It How you can recover your service and reputation when unthinkable mistakes happen. By Jim Luff, LCT contributing editor PHOTO: GETTYIMAGES.COM/ SIPHOTOGRAPHY I n an industry that relies heavily on precision and perfection, you need affiliates that can get the job done, flawlessly. But unforgiv- able mistakes can and do occur. Maybe you dropped the ball on a reservation or pick-up, or an affili- ate did. Either way, there will be a big price to pay with a canceled corpo- rate contract the worst consequence. Let's say you received an order at the end of your day for service in Miami. You called your affiliate and booked an 8:30 a.m. pickup downtown. You received a written confirmation and all of the information for the ride appeared to be accurate. You called it a day and headed home. At 5:45 a.m. West Coast time, your phone awakens you with a screaming cli- ent on the other end who wants to know where his ride is. Does this nightmare seem familiar? It is one that every operator has likely experienced, and unfortunately plays out daily across the globe. What Happens Next? Many issues need to be addressed once you get the dreaded call. Obvi- ously, your passenger has to be picked up. is means you cannot shop or negotiate for price, and you may have to use an unfamiliar company. What should happen next is the affiliate that failed should offer to pay the full cost of the ride to the company that did the work. e company that farmed the job out may very well lose their client forever. e financial loss WWW.LCTMAG.COM 2 2 LUXURY COACH & TRANSPORTATION APRIL 2019 — Admitting

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