Luxury Coach & Transportation

April 2019

Magazine for the professional limousine, charter and tour industry.

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LUXURY COACH & TRANSPORTATION APRIL 2019 29 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@LCTmag.com. JIM LUFF | jim@lctmag.com APRIL 2019 SPOT TIP Facts & Details Provide a detailed description of the incident. Remember this simple rule to complete an incident report: Report the Five Ws and an H. • What happened • Who was involved • Where it happened • When it happened • Why it happened • How it happened Last Step If there is a plan or resolution such as a refund requested or a partial credit, a letter of apology, or any other plan of action that needs to take place because of this incident, write it down. Same with promises. Write it down. Types of Witnesses • Client/Lessee: The person who actually chartered the vehicle. • Passenger: A person in the vehicle but not the one who paid or arranged transportation. • Employee: Anyone who performs services for your company. • Witness: A person not involved with the charter, but who saw the incident. • Involved Witness: A person not involved with the charter but who intervened, interfered, assisted, etc. • Third Party: This could be a security guard or valet attendant who caused an incident. Always get witness information. If there's a lawsuit, you want more contacts. What Is An Incident Report? An "incident report" is a simple one page account intended to protect and/or document certain incidents that may later turn into legal matters. It docu- ments the date and time of the incident and any pertinent information. Any employee who was present during an incident can write a report. A client can ask for one to be done. An employee can choose to file one for self-protection, or a supervisor can ask the employee to do one. What Is An Incident? Many issues could be considered an "incident." is includes terminating a ride, arguing with hotel personnel, or two drivers having a confrontation or "run-in." Here is a list of the most common types of incidents that should be documented: • Employee/Employee: For use when two employees have a confrontation or problem. • Employee/Client: When an employee and the client have an incident. • Employee/Supervisor: When an employee and supervisor clash. is can be used to preserve each person's version or opinion of a confrontation and remain in the employee's personnel file. • Employee/Passenger: For use when an employee and a passenger in a vehicle have an incident. is could be a passenger who did not participate in the charter booking. • Employee/Third Party: is is an incident such as a conflict with private security or valet attendants over where to park a vehicle, etc. e third party may demand to know what company the employee works for. Such incidents should be immediately reported to management. • Passenger Ejection/Termination: Chauffeurs always have the right to termi- nate a ride for a passenger or the entire party for failing to comply with direc- tions. If this happens, document why it happened and the steps leading up to the termination. • Unruly Passenger: If a driver has continual problems with a passenger, docu- ment the situation in an incident report. is helps management address the situation later. • Lost Property: If a client reports he has lost his sunglasses, ring, camera, etc., and he could or does accuse you of taking it, document any infor- mation about it. • Other: All other incidents not specified above. Anything can happen and there are incidents we probably haven't thought of. Incident Reports Used To Document Issues Many unpleasant actions can occur in our work environments. Keeping accurate records of them can prepare owners/ managers for all options. By Jim A. Luff, LCT contributing editor

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