Luxury Coach & Transportation

March 2015

Magazine for the professional limousine, charter and tour industry.

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40 LIMOUSINE, CHARTER & TOUR MARCH 2015 WWW.LCTMAG.COM CUSTOMER SERVICE Operators who get their frst taste of high-end, celebrity clientele should keep fundamental customer service principals in mind to turn high-maintenance clients into loyal patrons. By Tim Crowley, LCT senior editor T he appeal of a celebrity client can be enticing for operators looking to secure big money contracts, but the work comes with a number of unique challenges. Many of the clients have larger than life personalities who make extra demands that can be diffcult for operators to fulfll. Operators who pay special attention to cus- tomer service 24/7, and make sure every client is treated like a VIP, can deftly accommodate extra requests from diva-type dispositions, and become valued providers for the upper-eche- lon of VIP clients. Julie Salk Dotan, CEO of J & B Transporta- tion in Detroit, Mich., says her company fre- quently serves rich and famous clients traveling in the area. Because of her company's tough standards for chauffeurs and regular training, celebrities are treated the same as other clients, with certain accommodations, she says. "We treat them like human beings. But we do some things differently especially with visibility during pick off or drop off. We have to be low key, so if we are doing a job with a celebrity, our chauffeur knows if the destination is on a crowded street to turn the corner and make the drop off where not as many people are around t h t th i f t t t f hi h d l b it Clients In Distress C I Dis C D Cl t I Dist Dis D Dealing With De li g Wi l g h g W h i t D g Wi l g i a i it ea n it i W g Dealing With l g Dealing With h h i f f hi h d l b i C h h f f h d l b Cl D Cl D C D C I D C D Cl I D n i ss s ss e i e e e is t ist is

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