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In my last report, I wrote that I had taken on the new role of Customer
Services. I also explained the duties of Customer Services and the role of
customer service support. Having now met many existing clients, it is becoming
more apparent that if we don't help them to reduce their costs, there is a
distinct possibility that some will look elsewhere for their transport needs
and it may not be with licensed taxis.
Customers are most certainly looking at cutting costs wherever and
whenever they can. With this in mind, it's pleasing to know that drivers are
taking heed of terminal messages stating that customers are monitoring run-ins.
The BoM is not advocating at this time that charges should be
reduced dramatically, however, it is important to consider that this may be a
necessary action in the not-too- distant future due to any down-turn of work.
For example, clients over the years have complained about being forced to pay a
gratuity to drivers. Some time ago after completing a successful tender, the
procurement officer said that Dial-a-Cab would be the best supplier and that he
would be recommending us. However, the policy of their organisation would not
allow gratuities to be paid within contracts. They pointed out that most of
their passengers would probably tip drivers out of their own pockets, but
unfortunately we could not entertain the account. It would be interesting to
know the views of members with regard to driver gratuities. Speaking with
clients regarding
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Mike Son
service generally, one item that many of them tell me about is that they
consider our drivers to give a very courteous service in addition to being very
obliging. It's always a delight to hear praise.
Within the role of Customer Services, I have to complete more tenders and the
questions asked are quite often mind-blowing! Allen Togwell has been completing
these for many years and is giving me lots of advice and I'm pleased to say
that I have secured a new account. No great shakes at the moment, but no
doubt it will grow. I will also be visiting potential new customers in the
coming days.
Arnold Burns and Harry Feigen
On a very sad note, two stalwarts of our industry have recently passed
away; Arnold Burns, Honorary President of the London Taxi Drivers Fund
for Underprivileged Children and Harry Feigen, one of the founders and
ex-General Secretary of the Licensed Taxi Drivers Association.
I have known Arnold and his lovely wife for many years, both as
friends of the family and as a
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member and supporter of the children's charity. Arnold was a gentle, caring
and loving man.
Anyone meeting him would attest to his character as was most certainly
apparent by those family and friends who paid their last respects on the day
of his funeral. I will miss his humour and friendship. My condolences to
Arnold's wife Sheila, his son, daughter, grandchildren and all his family.
The second passing was that of Harry Feigen, a man whose life was the taxi
industry. As General Secretary to the LTDA, he was always in the trade's
front line whenever scurrilous articles were written or when something
needed to be said. He always had humility when dealing with drivers.
Unfortunately ill health overtook him in latter years, but he was lucky to
have met his recent wife Marion. They then moved to Southend-on-Sea a short
time ago where it was hoped that the sea air would help his illness. I used
to see them both walking along the front and have tea with them at one of
the seafront café's. It was a pleasure to see them enjoying life. I will
remember Harry as always being a taxi driver's taxi driver, his dry and
sometimes-cutting humour and his kindness. My condolences to Marion, Harry's
children and all the family.
A person can go through life being fortunate to have known one
person who has left an indelible impression, but to have known two is good
fortune indeed. They will both be sorely missed.
Mike Son
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