Any Problems?
As you are no doubt aware, visits to our clients are an important element
in good customer relationships. However, for those of us within the Sales team
who do visit - whether at the request of the client or as a courtesy call from
us - the question must be asked: "How are things with the service – are there
any problems? No one likes to ask the question as the reply could put us on the
spot. Nevertheless, if we don’t know of the issues, how can we address them?
Some clients may tolerate any dissatisfaction for a period of time,
in some cases many months. A situation that may initially have been a minor
problem can exacerbate, especially if a few more crop up. Members of the
customer’s staff may recount other seemingly minor issues and before long we
have an irate client. Consequently, one of us has to visit the client to
placate what appears to be a catalogue of minor circumstances that could have
been dealt with very quickly over the phone. In the main, it may be just one
problem that has been ongoing for some time and that we were unaware of, for
example the pick-up point may have changed…
For the past 51 years, Dial-a-Cab has been a customer led
organisation. This includes our clients and drivers. It has been undoubtedly
one of the key factors in the financial success,
|
good working practices and
tremendous worldwide reputation that
Dial-a-Cab has achieved.
Why do I mention this? Well, I need to know if
there are problems or how we can improve our
service. Therefore if your passenger is
complaining about something to do with the
service, please let me know. We are all on the
same team and all trying to give the most
optimum service that can be provided.
Disaster Recovery
A few months ago I had an unusual
request from one of our clients. Their concern
was what would happen if they were unable to
continue business should there be a major
incident such as a terrorist attack or perhaps
a gas leak in the surrounding area of their
office and staff either had to be evacuated
from their offices or could not get to the
office, therefore be unable to carry on their
business?
The company is a
worldwide organisation, however the hub of
their network computer system is |
based in a large office block. So I had to devise a contingency plan to
facilitate their particular needs.
In the case of an emergency, drivers would be asked to book in to
that particular zone. Various designated emergency taxi pick-up points would be
allocated with passengers assembling at the taxi pick-up points. Drivers would
be instructed to pick up passengers and take them to other offices. Some
of the offices are situated outside of London, some in the City and
others in Central London. I must make the point that drivers would not be
directed to a zone where there is any element of danger. In addition, the
client would of course, address any costs. Hopefully the need will never arise,
but it is better to be prepared if it makes the client feel happier…
Hospital Account Work
Just to let you know as with many other companies, NHS Trust
Hospitals are looking for taxi service value, therefore they will be sending
Tender Documents to interested parties. This may include some of the hospital
accounts we already service. Please make sure we continue to give the
most courteous and cost effective service. Please also give that little extra
TLC to patients and their relatives…
Mike Son
DaC Customer Services / Special Projects |
