Westminster Special Needs
As you are aware from previous reports, we have tried to change the calling
of this account and have put the calling points on to ranks. I have been along to these
ranks to study the working of them and see how our members are sticking to procedure and
also listen to drivers and their feelings about the way they are working. As this was for
a trial period, we knew that there could be problems not envisaged at the outset. I know
full well that being on a public rank could cause problems in itself with walk-ups, not
moving up when space is vacant, and being accused on occasion of brooming and so on. I
know that you put on to do radio work and not street work. Our problem is how do we run a
system that is fair to everyone without groups of drivers trying to corner the work?
Private ranks? Where do we find these?
Obscure street ranks? There is no easy answer other than going back to the
original zone calling. Do not forget that we have to give the customer a first class
service. These children with their escorts have to get school on time and require special
attention from our drivers.
We will keep trying to make the system as fair as we can. Do remember that
whilst we are using public ranks, you cannot book on until you are on the rank and if you
do, you can run the risk of being put on complaint by your fellow drivers. These ranks are
meant to be self policing. However, the Board will continue to monitor the overall
situation.
Complaints
I am still getting these silly complaints where some drivers are not
following procedure insofar as making sure that they are picking up the correct
passengers, not doing delay advised and not bothering where required to have a name board
at
the pick up point. These things cause problems in
the control room and are unnecessary. It is also required that after 15 minutes, if you
have not yet picked up, that you inform the control room. Likewise also, it is important
that you do a prompt POB when you have picked up. I have always believed in a softly
softly approach with a quiet word where necessary to minor infringements by drivers, but
where this does not work with the same offenders then further measures might be required
to that minority. Do not get me wrong, the vast majority of drivers do a good job of work
in, at times, difficult conditions but customers soon complain if our standards fall below
what is expected.
Before long, I will be running a list of members who are not undertaking 40
jobs a month as required by the rules, unless of course they have been excused by the
Board of Management. I hasten to add that this would not of course apply to those people
who have been sick, or off the road or on holiday. Why do we ask for you to apply yourself
to this rule? It is so important that we give our customers a good service to retain our
market share. The coverage at times could be better and there are some drivers who could
improve their participation by putting themselves out more than they do.
Marshalling
This is the time of the year when clients start to hold their entertainment
functions and require our marshals to attend to make things run smoothly. But above all,
it is the service we provide as to how we are judged. So if calls are requested by the
marshals for coverage, be they cash or credit, please do your best to provide the service.
We have also put a Marshal in place at Cabot Square between the hours of
8.00pm to 10pm to make contact easier for you. So if you are allocated a job at these
times, report to the marshal to let him know who you are picking up and where you are
parked.
PCO Open Day
I, along with Allen Togwell ( I was assisting ! ) put on a display on
behalf of Dial-a-Cab at the PCO Open Day. Along with all the other trade organisations we
spent a well-worthwhile day there. The purpose was to show the public the workings of that
august body and to take away the mystique and misconceptions that surround it’s
workings. There were many interesting facets, such as to how the Knowledge is conducted ,
cabs passed, examples of cabs over the years, and other interesting matters. For a first
time exercise it seemed to be a great success and the PCO should be congratulated on the
idea of opening its doors to the public.
Heathrow
I attended a meeting at Heathrow on behalf of the radio circuits where an
increase in the admission fee was discussed with the trade representatives and HAL. There
was some pretty straight talking and searching questions as to why an increase was being
sought. The outcome at this time is that each party was going away to reconsider its
position.
Aubrey Siteman
