Luxury Coach & Transportation

August 2019

Magazine for the professional limousine, charter and tour industry.

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Page 11 of 51

COVER STORY: FLEET VEHICLES & OPERATIONS Company Practices To Pursue A Winners' Circle of Three leading auction bidders on a Lincoln Navigator L see it as an emblem of how their operations adjust and improve in dynamic luxury service markets. By Martin Romjue, LCT editor hree operators who vied for a new Lincoln Navigator L during an industry auction last fall finally had to tap out and agree to a tie. Auction sponsor Ford/Lincoln could find only one solution to the $90,000 matching bids during an LCT-National Limousine Association charity auction Nov. 5, 2018 at LCT East in Atlantic City, N.J.: Donate three Navigators instead of one. e competition among the three winning bidders — Clarence Carr of Action Worldwide Chauffeured Services, in Atlanta; Harry Dhillon of Ecko Worldwide Transportation of San Jose, Calif.; and Jason and Kendra Kaplan of e Driver Provider of Phoenix — points to a competitive drive the operators bring to their companies. ey are all advancing their operations in ways stretching far beyond use of a premium luxury SUV model. LCT recently spoke with the winners on how they are improving operations while using a fleet vehicle that defines the industry's competitive service edge. 1 0 WWW.LCTMAG.COM LUXURY COACH & TRANSPORTATION AUGUST 2019 BIG FLEET FRONTIERS BECKON The Kaplans' Driver Provider spans a wide territory from Arizona to Wyoming, home to some of the fastest growing regions of the U.S. The company runs 140 vehicles among locations in Tucson, Sedona, and Phoenix, Ariz.; Jackson Hole, Wyo.; and Salt Lake City and Park City, Utah. Those areas are all complementary and similar because they draw outdoor luxury-minded tourists and seasonal residents, in addition to corporate conference travelers. "We bought in markets where we already were," Jason Kaplan says. "We did not enter a market by purchasing a company." Cross-Training: T he Driver Provider has used technology to standardize cross- training for customer service so all employees are familiar with the locations and can answer questions about them and company services. "We're flying employees to the different markets to experience them, and when moving the fleet we will have office staff go with the vehicles so they can see what they are selling," Kaplan says. "With the faster pace of business, we are figuring out how to be quicker in responding to any customer inquiries and questions. We're trying to minimize the pain points so customers who can either talk to a knowledgeable employee or use app-oriented customer service." Recruitment Tool: In a tight job market, Driver Provider offers more robust Arizona-Utah-Wyoming operator Jason Kaplan has expanded his motorcoach and minibus fleet as his vast Western U.S. service regions invite more group transportation and charter tours. Photo Credit: The Driver Provider Continued On Page 12 PHOTO: GETTYIMAGES.COM/MILKOS

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