First Impressions
Have you ever been picked up in an executive car or black car and gotten into a vehicle that was inundated with some foul odor or had rips and tears in the 10 year old cracked leather seats? Have you even gone to a catering hall or celebratory venue and in the dim lighting everything is fine but upon closer inspection the plaster is cracking, the paints chipping, the furniture’s old and the carpet looks like it hasn’t been vacuumed in months? How about calling a company and being answered by an annoying machine that puts you on hold for 20 minutes and then finally when your call is received the individual on the other line is rude, tired, and totally unhelpful? First impressions are lasting and often determine your overall opinion of the business or establishment you are investigating.
For an executive car service or limousine service there are multiple points where your company will make a first impression. The very first contact is made during that initial phone call, whether it be a price quote or a booking, that in-bound or out-bound sales call needs to be fielded properly and professionally. If reservations is not on top of their game, or if they are having an off day, that ineptitude or lackadaisical attitude translates even thru the telephone. It may be the deciding factor when that customer makes the decision to book the ride or not.
The next point of contact, and this is truly where that real first impression is made, is when that executive car service shows up in front of your house. The proper procedure is that the chauffeur should text or call a few minutes prior to his arrival and then (unless instructed otherwise) call again the moment he arrives. The chauffeur should then walk to the door and knock or wait so he may assist his passenger with any luggage. Then he should open the door for the client. The ride should be smooth, expedient, and without incident. The climate in the vehicle should be determined according to the customer’s needs and preferences. The chauffeur should engage in conversation only if prompted by the client and if so engaged he should be friendly, knowledgeable and always professional.
In a high-end service industry that first encounter is pivotal and the people that make that first impression are the face of your business. Your equipment and the actual service should be immaculate and flawless and your people should be no different. First impressions are everything and often they are what will make or break any business.
All Star Limousine is a Long Island, New York based company with an extensive global reach; we provide expert Wedding, Special Event and Executive Travel services throughout the Tri-State area and the world. We have over 30 years of experience in the travel industry; our attention to detail, 2013 top-of-the-line vehicles and professional trained Chauffeurs set us apart from the rest!
by Jarrad Kulick