Having come through our busiest month of the year, I am pleased to report that the service given by you all was excellent. Clients have been left with a lasting impression of the Society. We didn't quite make it one hundred percent, but had we done so that would have been Utopia.
   What I personally found very satisfying was the response to the New Year bookings. There were over 1200 requests received from one major account alone! A large number of pick-ups were from around the north & south circular roads with others from well outside the M25.
   At a meeting prior to Christmas, David Adelman and I were informed about these journeys and the decision that had been made to give them all to us. I said 'thank you' with a slightly hesitant smile. I knew that the collating of rides we could manage with no problem; it was the thought of how we were going to cover the jobs that caused me sleepless nights.
   With this year beginning a new Millennium and as there was so much uncertainty as to individual driver's arrangements, I can tell you that I was nervous - very nervous!

   Thankfully, we came through without a scratch and I can't thank you enough for the effort that you put in to cover the work. Had it gone wrong, then I would have been in for a hard time from the customer...!

I remember walking through Finsbury Square with David Adelman after that meeting, he looked at me and said: "Be honest, what chance is there of us covering all this work?" "Honestly," I said, "knowing our drivers, there just isn't a problem, we'll eat it!"
   Not another word was said between us until we reach the office. David just looked at me again and said: "I hope you're right."
   It was then that I had this slight moment of fear... "He hopes I'm right, I pray I'm right!"

And Thanks To The Staff...
I'd like to also take this opportunity to thank the Call Centre staff for their hard work and dedication. Our figures show that the number of telephone call answered increased by 2% on last year, that's a really good performance when you realise a number of our evening and night  shift staff only joined us in October.
   Back in July and August, I recruited individuals that I knew

we needed and who would improve the balance on the shifts by the time December came around. In September, I lost six members of staff from one shift, all for various reasons. Fortunately I had a waiting list of CV's from interested people and we were able to recruit immediately. The Supervisors made their selection having interviewed forty prospective candidates.
   Training normally takes 4 weeks, but as time was not on our side we ran two training sessions a day and condensed the sessions down to two weeks. Their performance has been very good and the experience they have gained over a short period will work out so valuable to us in months to come.
   Our controllers have asked me to pass on their thanks to all the drivers who worked over the holiday period for the response you gave to them in getting the work covered. They fully understand that some of their messages of help and encouragement may have got to a few of you, but they say they sent them with only the best intentions! They have also asked me to send their apologises to anyone they may have been a little short tempered with. Pressures were enormous so please remember they only know the vast majority of you by your call sign and nothing personal was meant.

Keith Cain
Call Centre Manager