One of my responsibilities is to visit existing
customers with the objective of making sure we
give the best possible service. This pro-active
approach is working well and does allow
customers to put a face to a name.
The meetings also give the
opportunity to placate any issues and pre-empt
possible future problems. For instance, pick-up
points and passenger contacts can sometimes be
problematic. This could be due to the fact that
there is no waiting outside the pick-up address
or other parking restrictions. Passenger contact
via the Call Centre sometimes takes longer to
action due to telephony demand with the
resulting extra money on the meter. This is one
of the reasons we attach various directive
messages to job details, trying to resolve these
problems.
Getting passengers to the taxi quickly is
extremely important and complementing terminal
messages are automated ringbacks. This
interactive technology allows the passenger to
be aware that the cab is at the pick-up point.
When you press your terminal 'Advise Arrival'
button, a signal is sent to the host computer in
the Call Centre, which in turn sends an
automated voice message to the passenger's
telephone number stating that the cab is
outside. The message takes about 20 seconds to
activate. I must point out that this doesn't
suit all customers, so please continue to adhere
to the instructions on your
terminal.
The meetings also give me the
opportunity to find out whether account
customers use other taxi suppliers, limousine or
minicab
companies. Most are very
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forthcoming about
cost and
service. Surprisingly enough in many cases,
DaC is, if not cheaper, then a similar price
especially when there is an inquiry regarding
fixed prices.
The other problem I still have,
is justifying cab drivers rudeness and
dishevelled mode of dress. I know you've heard
it all before, but there are more threats than
ever to close accounts that are specific to
the above. Everyday, other suppliers are
banging on the doors of our account clients
offering a comparable service. Giving the best
possible service can only benefit DaC in the
long run.
Fixed Prices
As you are aware, I have been
updating our customer fixed price database.
Trips that have not been used for one year
have been deleted and the fixed prices have
now been increased and will be increased
annually in line with the statuary Transport
for London fare increase. It is nevertheless
important to know that the HoC prices will be
reviewed shortly. The competition from
other taxi suppliers is fierce and we do need
to keep costs as competitive as possible.
Please remember when you see a fixed price in
your trip details that it is a one-time offer.
If you accept the job, you are expected to
complete the journey
at the price indicated.
The only time the fixed price
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can
be changed is if there is a
problem i.e. a
change of destination, excessive wait, road
closures etc.
DaC Now Have 20,000 Taxis
With Logos!
I'm pleased to tell you that Dial-a-Cab now has
some 20,000 taxis, all with the famous DaC logo.
No, don't panic! If you remember some time back,
I commissioned Corgi Classic Models to produce a
model TX1 with our logo, primarily for
promotional purposes and now, because of the
interest, Corgi has produced the taxis for sale
to the public generally. For your information,
these collectables are on sale in stores both in
the UK and worldwide and on the
Internet. This can only be a good promotion for
Dial-a-Cab.
With logo's in mind, DaC is soon
celebrating our 50th anniversary and it is
important that we promote that fact.
Complementing our logo, we will be asking
drivers to affix an anniversary logo to the wing
of the taxi. The material used is easily
removable and I do look forward to your support.
I cannot believe the Christmas /
Chanukah holiday period is upon us. I take this
opportunity to wish you all well. If you are not
working, enjoy the holiday with your family and
friends however, if it is your intention to work
then I hope you find it financial rewarding.
I sincerely hope you and all your
families and friends have a peaceful and healthy
New Year.
Mike Son
DaC Customer Services
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