Luxury Coach & Transportation

March 2016

Magazine for the professional limousine, charter and tour industry.

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Page 58 of 90

HR / TRAINING M ost operators are data-rich: we know names, address- es, credit cards and emails. We protect this infor- mation to guard our business reputations and our clients' commitment to us. C-suite ex- ecutives and families with chil- dren need a deep level of trust to share personal cell phone and gate codes. Just letting a company know a house is empty for an overseas trip re- quires incredible faith. That's where your chauffeurs come in, using their eyes, ears and out-and-about 24/7 obser- vations. Chauffeurs should be augmenting all that data, which can contribute to increased revenue in many ways. Data Collection We build our databases with every phone call, and we en- gage our clients every day. May- be it's a newsletter or a Twitter feed or emails around holidays. Articles related to local events or travel requirements might be shared with key clients or made part of a newsletter. Such communication builds even more confdence. Clients know the transportation compa- ny is professional and focused on ensuring that every ride is at its best. But even more, we are entrusted with a deeper level relationship. Chauffeurs are in- tegral to this rapport. Good service goes be- yond appropriate attire, po- lite language, and fading into the background with a client. Chauffeurs should be do- ing much more than driving. Using these company repre- sentatives to their fullest ex- tent sets the highest quality standards, keeps clients in- formed, and most importantly, makes every passenger a per- sonal client for the company. Because in luxury transporta- tion, every trip is personal. Chauffeurs are notorious for gossip, right? Even if it's not always accurate, word gets around among chauffeurs. And there's good reason for it — they have their fngers PHOTO/ILLUSTRATION: KEVIN HAEGELE, LCT ART DIRECTOR Getting chauffeurs to share their front-line knowledge can help your company's marketing and customer relations. By Anne Daniells, LCT contributing writer 54 LIMOUSINE, CHARTER & TOUR MARCH 2016 WWW.LCTMAG.COM

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