Due to holidays etc, it has been some time since my last report, however
during the preceding months I have been given a new role and that is Customer
Services (after sales).
Complementing any company's Sales department is customer support.
As you are well aware when you buy goods from shops or services from utility
company's etc, it is extremely important that there is a point of contact. Even
our own company, Dial-a-Cab, has a Drivers support department for members who
need someone to address different problems, and our account customers are no
different. DaC Customer Services Department is their point of contact to a
member of our team who are able address issues, whether driver related
problems, general service issues or cost etc and when appropriate, visit their
premises for in-depth discussions.
During my visits with various members of our customer
support team, issues arising are that drivers are arriving with more than the
agreed £3.80 run-in, waiting time and general cost of trips. With talk of the
possibility of a world recession, finance departments are scrutinising invoices
from their suppliers, including, stationery, general travel, taxis, limos and
other company expenditures. So what are we doing to help manage our customers
taxi usage without jeopardising profitability and driver's earnings?
Regular management reports are pivotal in the good housekeeping of
any organisation. With this in mind and as you have read in previous issues of
Call Sign, Dial-a-Cab have developed on-line Management Reports (DaCport) and
this is now be being promoted to all customers. Many account clients have
been now set-up with the system and are finding it invaluable. The DaCport also
pre-empts delay's in the payment to DaC with queries on invoices submitted.
Facility managers within medium to large organisations are also
encouraged to send regular updated lists of those who have authority to use our
service (starters and leavers). In the past, some members of staff who have
left the employ of a company have continued to use our service, albeit fort a
short period of time, after leaving. This would only come to light on an
invoice
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submitted. However, it is
nevertheless the customer's responsibility to make sure that we have the
relevant updated information.
We are also promoting the Dial-a-Cab Online Booking
system. The many account customers who are now using this facility are
finding it very useful.
Having alternatives to phone, fax and email with on-line booking can only be
beneficial to all. Although our job figures are similar to this time
last year, we always need to increase the number of trips dispatched by
existing accounts customers, and drivers can play a vital part to this end.
When you have the opportunity to chat with your customers, mention our
Online Booking and Online Management Reports. If there is an interest,
please ask them to give me a call.
Fixed Prices
As you may be aware, I have been reviewing our Fixed Price
Databases and I am pleased to say that as part of this review and update,
many hundreds of trips with fixed prices implemented in the early 1990's,
or trips that have not been used for some time, have now been deleted from
our despatch system. Also, new Fixed Prices Customer Agreements are now part of our client portfolio. It is
important to know within that agreement, fixed priced journeys will be
reviewed and amended annually with any increases directed by Transport for
London. This change is due to the fact that more account customers are
requiring more fixed prices to regular trips.
However, due to the present economic climate and the fact that
many customers with fixed prices are now coming towards the end of their
contract with DaC and that many new contacts are going to tender at a time
when there is a downturn in work (as happens this time every year), I feel
it prudent not to increase fixed prices at this time.
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New Account: Fraser Eagle Management Services
This company organises travel for many passengers using the rail
networks and coach companies within the UK and Dial-a-Cab is now
contracted to take
passengers on to their final destination when they arrive in London,
similar to the Euston account. Some drivers have already reaped the
rewards of
this valuable new account, taking passengers to destinations within the
London and suburban areas plus longer trips to places like, Brighton,
Heathrow, Poole, Cambridge, Sheffield, Winchester, Stansted, Bristol,
Nottingham, Colchester, Bognor Regis, Grantham, Peterborough, Reading,
York, Portsmouth, etc.
If all goes well, the taxi usage on this account is expected to grow
during the coming months. With this in mind and to help manage the account
due to the fact there are different pick up points, please make sure you
have confirmed your pick up details.
There have been some issues with regard to waiting time; for example
coaches being delayed due to heavy traffic conditions. Therefore you
must inform the Call Centre if you have not made contact within 15
minutes.
All journeys outside of the M25 will be costed at £1.80
per mile and drivers must contact the dispatcher with the mileage
after the trip has been completed. A fixed price for the job will then be
given. On no account must any unauthorised extra destinations be
undertaken. If you have any queries, then you must contact the dispatcher.
The trips dispatched outside of the M25 will have a destination. As with
all trips on this account, they can still be rejected, however, to make
this account thrive I do need your support. If you accept a trip outside
of the M25, I do expect you to do the job and not ask for the job to be
recovered. For you and your passenger's safety, please make
sure that when accepting the job, you are not coming to the end of your
shift and you are able to complete the outward and return journey. Also
note: No unauthorised change to destination will be paid for.
Again, those trips outside of the M25 are at £1.80 per mile.
And finally, do we have any Japanese-speaking taxi drivers on
Dial-a-Cab...?
Arigato Sayonara
Mike Son
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