Luxury Coach & Transportation

May 2019

Magazine for the professional limousine, charter and tour industry.

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LUXURY COACH & TRANSPORTATION MAY 2019 13 TECHNOLOGY • Modify website to accommodate more voice-activated searches and requests. Steps include improving loading speed and producing content suitable for voice snippets (20% of all voice searches are triggered by a set of 25 keywords). Add a FAQ page to the site as most voice searches are in the form of questions. Maintain top ratings on sites such as Trip Advisor across all transportation categories so you can use words such as "top" and "best" in the voice snippets that draw voice searches. • Tech menu: Use Zipwhip for texting with clients; use AddonsLA to track your fleet and send passengers a link 20 minutes before their trip times so they may track their vehicle; use Limo Anywhere to close out trips and send affiliates a report of all their trip times; link with GNet to help in status updates with affiliates who are not Limo Anywere users; link with Groundspan so clients can book their trips through Concur. • Hire a local company to handle social media platforms. Put up targeted posts regularly. Send email blasts to clients of specials and events in the area. • Use GNet to accept and exchange reservations with other companies and/or affiliates in real time. • All new customers receive a text with a video of the local airport attached. It includes a tour of the airport from the gates to the baggage claim area, and helps clients find their chauffeurs. • Equip sedans with Blackvue dashcams. The front camera's ultra-wide 162-degree angle takes full advantage of the 4K UHD resolution. The rear camera records in full HD at a 139-degree angle with outstanding low-light sensitivity that makes clear video, although windows are tinted. The BlackVue dashcam captures critical details while the vehicle is moving or in parking mode. Because the daschcams record upon impact, it can prove the liability of the party in collisions. That helps the bottom line. • Use Paychex Stratus Time so chauffeurs are able to clock in and out from anywhere. The platform allows for geo tracking and makes it possible for the payroll department to capture time efficiently and ensure drivers receive all meal breaks and 10-minute breaks quickly and in compliance with state laws. • Use video daily to tell the story of who you are, what you stand for, where you came from, what clients can expect from you, and what their experiences will be like. • Use MailChimp for emergency messaging to clients and travelers, such as when the phone reservation system goes down, weather alerts, airport closings, and sports and political events that can cause road closures. CHAUFFEUR/STAFF TRAINING • Create loyalty and good will by paying for the dry cleaning and alterations for chauffeurs. Employ a shoe shining service and make it available at no cost. Give every chauffeur a suit and tie at hire. • Require chauffeurs to still know routes and streets like the back of their hands in case the GPS system does not work or goes down. • R equire all chauffeurs and garage personnel whose roles involve lifting to complete a manual handling course as part of their training. This course shows them how to correctly lift heavy items and limits the company's liability in the event of back injuries. Offer the course online to reduce use of paper and allow flexible viewing times. • Work with Bus Advisors (www.busadvisors.org) consultants to provide a bus training manual for the different types of minibuses and coaches in your fleet. • Develop an extensive onboarding program that offers training, tracking of performance goals, and mentoring. • Regardless of state and local laws, always use FBI fingerprint checks, criminal background checks, and DMV checks on all hires. Also do a full DOT check and drug screening at hiring point and then randomly. Perform a drug screening in the event of an accident. • In addition to training on how to take reservations, answer the phones, and provide great service, teach all employees what to do and say in the event of an accident. Teach how to handle or refer media calls. Use mock phone calls before getting a real one. Use dual headsets and listen alongside employees for training purposes. Review calls for ways to improve responses and interactions. • Create an active role-playing program to train with different types of clients, in the vehicles, and on the phone. • Start the training program with the customers and then work backwards: What are the needs, wants, and desires of customers? Who do we have to be as a company to attend to them? What flexibility do our people need to fulfill them? • Designate a director of quality and safety certified by the National Safety Council training center administration as an instructor of defensive driving, DCC-6-8.

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