Firstly, may I take this opportunity of thanking all those members who voted for me for another term of office. My loyalty to this Society is assured and I will continue to work as diligently as in the past to make Dial-a-Cab a success.

"Furore" Over DaC Rain Jackets
Last month I noticed an article in one of the trade papers concerning the rain jackets we gave to our members and a statement by that papers' editor that the issuing of rain jackets had "caused a furore amongst some drivers". It was intimated that the purpose of DaC giving away protective clothing displaying our corporate branding and website on the sleeve, was in fact an attempt to impose a dress code. And the 'furore' centres around the infringement on freedom of choice.
   Let me make it perfectly clear; the issuing of the jackets was not associated in any way with the implementation of a dress code. Prior to Christmas, when the subject of gifts for our drivers was mentioned, there were a number of recommendations such as calendars, diary's and cab cleaning packs; we even considered Christmas puddings as they do at Com-Cab.
   The issuing of rain jackets was based on giving something practical and with the continuous rain we were having, something to wear seemed more appropriate. Of course we could have had the jackets made plain without any markings, but once it was agreed that jackets would be issued, I took the opportunity to display our corporate logo because so many of our senior clients insist that trades people entering their buildings should carry some form of ID.
   A green badge gives little indication of who you are; you could be any non-radio cab driver off the street. By displaying you are from Dial-a-Cab, it not only meets with the clients requirements, it can also save you time and in many instances the aggravation of seeking attention and explaining who you are each time you enter office buildings. It encourages those on reception, having recognised our logo on your jacket, to ask you who you are picking up before you have even said a word. It also looks professional, which is what all green badge taxi drivers are and should be proud of.
   Freedom of choice, however, is a different issue and a subject which I'm sure our editor Mr Alan Fisher would welcome your views upon. Personally, I think freedom of choice is a bit over-played, similar to some of the politically correct paranoia. Freedom of choice does not suit everybody; neither does it necessarily make life easy or give maximum benefit. I remember during the time when we had voice dispatching, that there had been a Com-Cab driver on our waiting list for over two years. The reason he wanted to join DaC was because we gave destinations and Com-Cab didn't. He was eventually fitted and was only on our circuit for three months when he decided to go back to Com-Cab. When I asked him why, he said that he spent so much time rejecting work that it restricted his earning ability. In those days on Com-Cab, if you hit the button you were forced to do a job

which given the choice, you mighthave rejected. But in this driver's opinion, by having no choice there was no time wasted rejecting trips which subsequently forced money into his pocket...!

Losing Some Freedom
When interviewing the new applicants who wish to join our circuit, particularly those who have never been on radio before, I make a point of emphasising the fact that as a member of Dial-a-Cab they will lose a certain amount of freedom and if they are not prepared to accept that, then we should terminate the interview right there. I explain that we are a democracy whereby the majority of the members decide the manner by which we work. There are rules and regulations which have to be adhered to, we have agreements with our clients that have to be followed. We have a mobile data system which informs us that you are out there working; we have a GPS system that allows us to track your every move.
   With a Society of nearly 2000 drivers, all independent, all working in an insular environment at different times of day or night and to a procedure that suits each individual, there would be chaos and anarchy if we did not have some means of control. And control when inhibiting individuals to do as they please, is in effect taking away freedom of choice. So is freedom of choice that important? It could be argued that 22.000 cab drivers in London exercising their freedom of choice in the manner in which they dress, act, pick and choose work etc is the cause of many of the trades problems.
   Can you imaging a military campaign comprising of 20.000 soldiers all doing their own thing? They wouldn't last five minutes! Manchester United FC are the most successful and richest club in the world. All members of the team are world-class players in their own right and all very wealthy. Would the club and the player still be wealthy if all 11 players insisted on freedom of choice to roam all over the pitch whenever it suited them? They are successful because they play and are guided by a very successful manager to work as a team.
   In every successful company, no matter what size, it is common practice to allocate time and money on training, motivation and team building. In the cab trade however, once you get your Bill, you are on your own with no preparation whatsoever or literature on what to expect or how to handle the general public. You are expected to be a public servant, yet you are given no training whatsoever on how to service the public except on knowing the shortest route. Do the PCO think you are deaf and dumb?
   The Public Carriage Office are keen to stop you earning a living for the most trivial of defects to your cab, yet are happy to allow a driver to drive one looking and behaving like a tramp and if the public complain, drag you in to smack your wrist.

   I'm not suggesting that it's the PCO's responsibility to teach what should be common sense. However, because so many who choose to drive cabs do so because of the freedom it gives, I personally believe it would assist greatly if literature was made available featuring common guidelines, updated from time to time on ways in which the licensed cab trade can improve its image and promote itself to the public at large with a concerted effort made by everybody in the trade to practice those guidelines - even if it means sacrificing freedom of choice...

Handling Stress
One area where I feel everybody needs training, myself included and something that I have already begun, is how to handle stress. Apart from the damage it can do to a person's health, it can also have a disastrous effect on that individual and everybody else's living. At the time of writing this article, both myself and the Chairman are working hard at retaining a very large account that is threatening to close because of the actions of one driver. He, surely in a moment of absolute madness possibly due to stress, used foul language at a female executive of the company. In mitigation, he said he was having a bad time because he had lost several days work due to his cab being broken into with money and valuables stolen in addition to having personal problems.
Unsympathetic maybe, but a driver's problem belongs to the driver and not our clients. Our members must understand that our clients do not look at our drivers as individuals and that every time there is a misdemeanour, it is a black mark against DaC and not the driver. With regards to the client in question, it is the first time we have had a problem such as this, but it makes no difference, the client is absolutely livid and determined to close the account.
Stress has to be controlled. As the Board member responsible for retaining our clients as well as generating new business, a considerable amount of my time is taken up pacifying aggrieved customers, or drivers giving me verbal abuse because they are a few quid short on a £100 fixed price.
   We all have bad days and when at times I am having one, I feel like screaming back at the driver in the manner I am being spoken to. But I don't, I bite my tongue, I mumble a few expletives under my breath and then concentrate on abdominal breathing until he has finished.
   On the occasions that I feel the stress is really mounting, I book an early morning session with my acupuncturist or a session of aroma therapy. This works for me, but other people may find help with other forms of therapy such as Yoga, Taoism, or even a quiet 10 minutes in the back of the cab. A brisk walk round the block can also sometimes help. Admitting to suffering from stress is not a weakness; the weakness is allowing it to effect yours and other people's lives.
   I will finish by repeating what I've said often in the past; it can take six months of extremely hard work trying to get a new account, having finally got it, it can take one driver just five minutes to close it.

Allen Togwell