As with any successful business, customer service plays a crucial role in obtaining new customers and retaining existing ones. In a limousine company, the driver must not only safely transport the clients to their destination, but must provide interaction that is friendly and professional. If you own a limousine company, training your drivers on the importance of quality customer service and interaction is a crucial part of your business.
There are 5 important things your drivers must do for every single client:
The limo driver should be friendly, but tactful and efficient in their job. Genuine concern for the client’s needs and requirements should be shown. The driver can offer simple interaction while still maintaining professionalism. If the client makes a specific request, the driver should do everything possible to carry out their wishes.
Cell Phone Usage
The client has hired a chauffeur to transport them and will expect a safe drive. If their driver is busy making personal calls or text messaging, the client will feel neglected. Their main job is to safely transport the client. Cell phone usage can greatly distract a driver that may be dealing with busy metropolitan traffic.
Before each trip, the driver should take the time to sweep the floors/seats, clean the windows, and wash the car. The car should smell and look clean each and every time a client steps into it. A driver should never be bored waiting for a client to return to the car. They can utilize the time to freshen up the car and ensure its cleanliness. Smells are also important. Use noninvasive odor absorbers or fresheners to ensure the car smells clean with each trip.
The driver should display a high level of professionalism in their attire. Suits are usually required. Some companies may choose specific colors or designs, while others are more flexible. The driver should have a clean cut appearance and maintain hygiene. Because they will be in close contact with clients, exceptional hygiene is very important. However, avoid heavy colognes or perfumes that may be offensive to some clients.
Many limo drivers find their job very enjoyable, while others feel rushed and stressed out. Be sure that travel plans are mapped out and timed accordingly. Drivers should be well aware of the designated route and be proficient in map reading. If a driver allows ample time, trips will be less stressful and more enjoyable for the driver and client alike.
The drivers of your limousine company are the forefront of your business. They are the faces that clients will associate your business with. Be sure to train your drivers on the importance of quality customer service in your business.
The client has entrusted their safety with your company. They will expect a friendly driver that will get them to their destination on time. If a client is unhappy with their trip, chances are they will not utilize your services again. Your limousine company depends on superior customer service. If you don’t offer that, chances are your clients will find another company that does.
If you are interested in purchasing a limousine company or wish to expand your current fleet, customer service will play a crucial role in the future success of your new investment. The Tenney Group offers invaluable knowledge and experience in the limousine industry. They offer accurate valuations, selling and buying expertise, and an extensive list of qualified sellers and buyers.