Gripes!
We are still getting some gripes from clients when visiting their
offices and this doesn't really get any prospective meeting off to a good
start! I know and you know that the majority of our drivers do their very best
to provide a taxi service that is second to none and in the main we
successfully achieve that, but as Allen Togwell often says, it only takes the
actions of one driver to lose a big account.
In my last Call Sign report I mentioned the fact that drivers were
running in with more than £3.80. According to reports, the meter reading is
sometimes £7 to £9 when the passenger gets in to the taxi. I do appreciate
that passengers do sometimes keep you waiting for whatever reason; nevertheless
you must do a NO SHOW request every 15 minutes. If you still think you are
waiting longer than necessary, contact the dispatcher, it can save you grief in
the long run.
All information you send via your terminal and / or the voice
channel can be clarified to the customer at a later time and in addition, many
of our clients now avail themselves of DaCport. This is a management
information tool, which enables them to monitor various aspects of their taxi
usage including waiting time.
Arguing With Passengers
Another issue that is still a cause for concern, involves drivers arguing with
passengers regarding trip costs - for example about a fixed price and the route
taken.
You must remember that your passenger may not even be aware of any
special
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arrangements made between our sales team and the account client, a fixed price
being one such example. So please do not discuss costs or any other special
arrangements you think we may have with the client. We know that there are many
frustrations involved with taxi driving and that is without the
sometimes-appalling traffic conditions, but it really isn't in your interest to
argue with the passenger - even if you consider they are wrong. It doesn't do
you - or the customer for that matter - any good at all. Keep your cool; in the
long run 'the less said the better'.
The team and I are continuing to visit account customers,
hopefully resolving any problems they may have and generally helping them to
manage their taxi usage.
Your support, your courteous behavior and keeping those run-ins
down is going to be of tremendous help to us. I know that this month's column
is turning into something of a moan, but generally we really do give a great
service and many clients are happy to tell us so, however cost will always be
an issue...
P.C.O Open Day
As you will have read elsewhere
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in this issue of Call Sign, Dial-a-Cab were invited to participate in
the recent PCO Open Day. There were quite a number of exhibits - many of
them extremely interesting - however I was rather disappointed that not all
the radio taxi services participated. Nevertheless it was a good day and my
thanks go to Roy Ellis and Peter Bentley for their consideration and
organisational skills...
Taxi Driver of The Year Competition and Trade Fair
Again, you will have read in Call Sign and the trade press in general that
this year's Taxi Driver of the Year event will take place at Olympia on
September 1st 2002.
I am please to tell you that Dial-a-Cab will again be
represented, both as one of sponsors of the competition and also within the
trade fair itself. We will be showing you something quite different to
previous years; something we hope that you will find to be fun and also
practical.
As well as the competitions, support services and the taxi
trade charities, many new exhibitors will be participating. There will
be lots of things for the children to do while the parents can enter a
competition giving them the opportunity of winning a car or even watching a
fashion show. Russell Poluck and his team are pulling out all the stops to
make this year's Show a really super event. On behalf of the Chairman, the
Board and all associated with Dial-a-Cab, we wish everyone a successful and
enjoyable day.
Mike Son
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