The Backup Plan July 2013

Customer Service

Customer Service in any industry or company is as important as any other department or facet of the business.  In many cases its importance supersedes that of other departments within the business.  This is in part due to the communication technology today where one bad experience or one bad review can spread like wild fire and single handedly crush a businesses reputation.   Customer Service in an Executive Car Service or Limousine Company is incredibly important as you are in a service industry and often times a very high end service industry, where people are paying a premium to be accommodated to their exact specifications.  In many cases one bad experience from a corporate CEO will lose you the entire account and on the celebratory side one bad wedding experience can go viral on the Internet.

These bad experiences must be avoided in the first place and running an executive car service at optimum efficiency can go a long way towards eliminating any potential customer service issues.  If you are running your business as best you can and doing everything within your power to service your clientele to their specifications then hopefully you will not experience many customer service issues.  In the event that you do, or you are running a business that is not performing the way that it should be then be prepared to be dealing with a lot of angry customers.

Here are some 5 tips for executing proper customer service;

1)   Remain calm.  No matter how upset someone might be or how irrational their complaint is do not let your emotions get the better of you.  If you get angry and attempt to over power the un-satisfied customer you will only make the situation worse.  Many times people are just looking to vent, they will be loud or aggressive on the phone or when voicing their complaint but patience and kindness will help to swiftly diffuse most situations.

2)   Listen to the problem.  Make sure you are attentive when dealing with an angry customer.  Listen to them objectively and carefully because many times correctly handing and fielding a complaint will help you to better manage and run your business.  These people were clearly not satisfied and there is a reason why.  Let them fully explain the problem address it with them and then address it within their company.  Sometimes complaints are the best way to learn how to better your business.

3)   Do not take it personal.  Remember that this person or these people are not angry with you they have an issue with your company or your service.  Taking it personally or passionately may only make the situation worse as you will react from a place of anger and not a position of understanding.  Be empathic but do not think it is a personal problem or something against you.

4)   Try to put your self in their shoes.  Some times it is difficult for us to see things from the customers perspective and vice versa.  If you show understanding many times a customer will appreciate that, even an angry one.  Showing them that you understand their position will make them feel as if they are at least being heard and that they have a voice.  They will not feel as if they are being taken advantage by some faceless corporate machine.

5)   Do the right thing.  Even though the customer may not always be right and some people can not be pleased no matter what you do, it is important you try your best to make things right.  If you are in an industry, especially a service industry, referrals and word of mouth can make or break your business.  If you gain a reputation for making false promises or having poor quality service you may as well pack your bags because you will not last long.

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!

 3 Key Practices for Keeping in Shape (Maintaining a Proper Business)

How is it that a company maintains its quality through out the years?  What is it that allows a big business or large corporation to maintain its position as an industry leader?  Certainly the answers will vary from company to company and industry to industry but here are a few key elements that are universal.

Diligence

Diligence on the part of everyone in the company is absolutely essential.  Most importantly those at the top, with out exception, must be examples they must show interest and dedication to their jobs and business or else how can they expect those beneath them to.  All to often employees are micromanaged and over tasked while those above take long lunches and pull no shows and claim the credit.  Bureaucracies are notorious for this, large corporate machines where it is almost second nature to pass the work and the blame right along.  Be diligent, take responsibility and be aware of the exact responsibilities demanded by your particular position and then execute them.  Do not pass your workload to the next guy in line because that is when things begin to fall apart.

Knowledge

Know your business, know your field and know your job.  Everyone now a days can interview well, if you have half a brain you know what a potential employer wants to hear from you during that first meeting.  The sad truth is that most people have no idea how to do the jobs they are hired to do, or they have the most basic understanding of the tasks that their new position entails.  Do your homework, talk to people and of course there is nothing like actual experience.   Do not just act like you know what your doing it is important to really know.

Communication

In today’s day and age communication has been simplified and expedited, refined and emphasized to the point of immediate and instant response.  Any question can be answered in moments and with little to no cost.  Communication amongst departments and through out the corporate hierarchy is paramount and vital for success in any industry.  If there exists a breakdown of communications within a company at any level ensuing disaster is sure to result.  With cellular technology, emails, skyping and a million other methods proper communication should not be a problem faced by today’s work force.

These three key elements, Diligence, Knowledge and communication are essential to any business.  Weather you own a fast food franchise or you’re the CEO of American Express these 3 things are what will keep a business in shape.  These are not the only elements involved in running a proper business but these things must be addressed and emphasized to do other wise will result undoubtedly in a less then optimum performance within your field.

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!

One Call, We Do It All!

In todays digital age needs and wants must be satisfied instantly! The world today is literally at our fingertips; with mobile technology you can do almost anything with a smart phone.  Make purchases, solicit services, check mail, send mail compare pricing, use global positioning systems, surf the web, play games, do business and o yeah make phone calls.

Businesses need to be in the know in order to stay leaders in their field.  If due diligence is not applied then they will quickly be surpassed by the competition.  Companies need to have mobile applications.  They need to be able to keep up with the need for instant gratification, and for those of you saying it cant be done theres a horde of contemporaries saying that it can.  The world we live in is evolving at an incredibly rapid pace and it does not have time for naysayers.

All that being said it is important for a business to maintain the quality of its products and services and not sacrifice excellence for expeditiousness.   For example at All Star Limousine we have designated departments staffed by dedicated professionals that handle each specific aspect of the transportation business.  We are also technologically up to date, with mobile booking apps, I pads and Omatics GPS in all the vehicles, an 18 month turnaround time on the entire fleet and the latest in dispatching and reservation technology.

We are able to satisfy that need for immediate results and we have only improved in our quality of service.  With one quick phone call we can have a car to you in as fast as fifteen minutes from the time you hang up the phone (that’s quicker then a pizza).  In high traffic areas we typically have vehicles on stand by and can accommodate you in next to no time at all!

Far beyond a simple executive car service, our reservationists are multifunctional in that they will do more then just book the ride.  We have an in house wedding coordinator, we have viticulture specialists, we have corporate specialists and all of them are fully competent and knowledgeable regarding all aspects of travel.  This includes everything from geographic navigation to venue recommendation.  At All Star Limousine all’s it takes is one call and we do it all!

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!

 Optimum Efficiency

What is it that makes an executive car service or limousine company work?  How in such an industry is it possible to operate at optimum efficiency?  With such a huge margin for error, and countless possible caveats how do most limousines companies even stay in business?  The simple answer is they don’t.  There are many companies that start up with a few cars and hopefully an actual location that swiftly vanish.  The truth is that the industry itself is poorly regulated and nearly anyone can purchase a town car or a stretch limousine, put an ad on Craig’s list or in the penny saver and start-servicing clients.  They under-cut the competition in an attempt to bring in business and then in the middle of your night out, or even worse on the way to your wedding reception, the car breaks down.  Now because you’re dealing with a smaller, improperly run business they have no on-call mechanic nor do they have another vehicle to send to pick you up and they suggest to you to call a cab, utterly horrific. 

It may not be as dramatically bad as all that, the car could just be late or old or dented, or the driver could be rude or sloppily dressed or generally unprofessional, but you’re paying good money for a luxury service don’t you deserve to have all these things?  The answer is yes.  But without the ability to operate properly most companies take a big risk every time they take their poorly maintained car out on the road. 

How can all of this be avoided?  Very easily on your part, just take the time to ask the right questions and do a little investigation on the company that you choose.  Some things to think about are turnaround time; turnaround time is how fast or how often does said Limousine company or said executive car company update their fleet.  A company who does not know what that is or that doesn’t have one is going to have older vehicles that have most likely seen some hard miles.  Does the company employ its own mechanics and do they perform preventative maintenance on all their vehicles and if so how often?  It is of paramount importance that a large company employs an in house mechanic; these vehicles are on the road constantly and need routine tune-ups and maintenance. How are reservations handled and does the company have 24/7/365 dispatch and live staff around the clock.  This is important in case a last minute booking needs to be made or a last minute change needs to be made to an existing booking.  What does the company’s facility look like?  If it’s run out of someone’s garage you may want to give it a pass.  A proper limousine company will have a dispatch area, a reservation or customer service area and a mechanic shop where the vehicles are serviced. 

Often we are servicing individuals during incredibly important events where time is of the essence and quality of service is paramount.  Communication technology and GPS tracking guarantee a punctual vehicle that knows how to get where it needs to go.  Screening drivers and training them properly will also help to mitigate any potential human error.  Preventative maintenance will ensure you are riding in a safe and reliable vehicle. You are important and you deserve to be treated as such and that is why our facility operates at optimum efficiency 24/7/365 so that we can guarantee you excellence every time.

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!

Chauffeurs and Drivers in an Executive Car Service

Did you know that there is a distinct difference between a chauffer and a driver?   These two titles are not interchangeable there is in fact a very significant difference.  What is that difference?  A driver does exactly that, he drives, he is a competent driver, someone who can handle/manage a car or truck someone who is probably (or hopefully) familiar with the geographic area that he services.  A chauffer is far more.

Years ago in the dawn of the limousine age a chauffer was not only someone who drove the vehicle he was a concierge, a porter, a greeter, a mechanic and a car washer.  They did it all.  It was an era where the professional chauffer was an individual accorded great respect and he was someone who was dynamic and capable across many fields.  A renaissance man or jack of all trades so to speak. 

Unfortunately today the terms driver and Chuffer are used synonymously.   To clarify a driver is someone who drives a yellow cab, possibly a black car doing short trips or doing simply that; driving.  You can also call someone who drives a big rig or a truck a driver (although these individuals require special licensing to handle those larger vehicles).  A chauffer, or a proper chauffer will go way above and beyond the duties typically assigned to a driver.  An executive chauffer will greet you properly, in todays digital age with an I pad or tablet device showing brightly the name of the fare.  They will be properly dresses; a typical chauffer’s uniform consists of a black suit or tuxedo sometimes with white gloves and a cap.  They will take your luggage and offer complete porter services.  They will open and hold doors.   They will be proficient with mobile technology and flight tracking aps as well as all types of GPS and navigation equipment.  They will be above all punctual, courteous and professional.

We provide only professional chauffeurs at All Star Limousine.  The gentlemen that drive our vehicles and transport our clients are the best.  Men who are extensively screened and trained and who undertake continual education in order to be able to operate the latest technologies offered in our 2013 model cars, SUVs and buses.   There is a huge difference between a driver and a professional chauffer.  So the next time you contract your executive car service ask them are your vehicles operated by chauffeurs or by drivers because it makes a difference.

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!