News From The Front Line...
As you are aware, one of the responsibilities I have is in contacting and visiting our existing clients, making sure that the service we provide comes up to their expectations and to deal with any issues that may arise. I should add that in the main there is general satisfaction with the Dial-a-Cab service, although during some visits I have been told that the occasional driver can be rather unhelpful and in some further instances, downright rude.
   As an example, one of the complaints is regarding run-ins and arriving at the pick up point with more than £3.80 on the meter. This is still an ongoing problem that has been mentioned before. If the passenger queries why there is more than the agreed £3.80 showing, some drivers angrily respond with: "What it got to with you, you're not paying the fare anyway!"
   I kid you not; this comment has been said to quite a number of clients. I do realise that it can be frustrating out there, but these responses from drivers are totally unacceptable. There is more often than not a valid reason

for the excessive meter reading, ie passengers not coming out  straightaway etc, nevertheless, I have stated to customers that they must send details to myself or the Dial-a-Cab Customer Support Representatives and the matter will be investigated. Then if necessary, a complaint may be issued to the offending driver. To alleviate potential confrontation with passengers, I suggest that the meter should be stopped and restarted giving the opportunity to arrive with the £3.80.
   I bring the above issue to your attention because when we visit clients, we attempt to ascertain whether they have other transportation suppliers, which invariably they do. It is important for us to encourage the account client to bring more of that work to Dial-a-Cab. We can do this in different ways; offering fixed 

prices on regular trips perhaps to airports etc or some reductions in services charges if volumes have increased substantially during the  following months.
   I have also given instructions to members of staff that if a client has requested their account be closed, prior to this happening details are sent to myself. This gives me the opportunity to make contact with the customer and discuss what the problems are.
   A visit or a chat on the phone is proactive and we are often able to placate issues. It could be a driver, call centre or perhaps something else, but that chat can sometimes be very helpful and so far we have been successful in retaining many accounts that might otherwise have been lost. Sometimes, when comparing prices with other suppliers, we are able to encourage more work.
   We have a very resourceful team, but we cannot offer anything of this nature if we are being thwarted by silly unthinking drivers.
   We are doing all we can; all we need is your help...

Mike Son
Customer Services Dept