DAC CUSTOMER SERVICES / SPECIAL PROJECTS

Hospital Accounts
For many years, taxi drivers - whether radio or non-radio - have complained about NHS hospitals not using licensed taxis in favour of minicabs for transportation of patients and staff.
   Now, as I’m sure most of you are aware, Dial-a-Cab has secured various valuable NHS accounts – The Middlesex, Royal London, St Barts and more recently, St Thomas’s Hospital.
   The hospital administrators and those that book taxis on behalf of the hospitals, work very closely and with all our team at DaC, especially in the Call Centre. A priority telephone line, manned by experienced DaC personnel, has been set up and although everything is running smoothly and efficiently, there have been a few occasions when our service has fallen below expectations. That is mainly due to the couldn’t-care-less attitude of those few drivers who care little about anyone other than themselves.
   Example 1: Driver A was instructed to pick up 3 passengers from a Renal Unit. He picked up 2 passengers but did not look at the next page on his terminal that had other important instructions. Consequently the third patient was left waiting in a wheelchair for an hour before someone realised the mistake. Another cab had to be sent in at DaC’s cost. In the meantime, our driver asked for a scrub. You can guess the Call Centre’s response…
     Example 2: Driver B was allocated a trip to pick up a wheelchair passenger at the hospital. On arrival, he refused to use his ramps and said to hospital staff that he was not told it was a wheelchair job. Condescendingly, he said he would take the passenger, but both they and the hospital staff were upset and angry at the cab driver’s attitude and would not get into the taxi. Again, another cab had to be ordered at a cost to DaC.
   It does not take a genius to know that if you have wheelchair attribute and the passenger is being picked up from a hospital, there is a strong possibility they may be in a wheelchair…
   The other problem involves drivers not communicating with the Call Centre when unsure where the pick up address is, especially if the patient is being picked up in the suburbs. Please do not second-guess, make contact with the Call Centre.  There are also many instances when a driver has  been waiting for a customer for some time.

Subservient or Service
Having recently returned from the USA and experiencing their hospitality and service as many drivers and their families have, it is quite apparent that service and courtesy is one of the most important factors whereby American companies in the US retain their client base. Some may think it subservient to offer a ‘good morning’, ‘can I help you’, ‘let me help you with your luggage’ or ‘have a nice day’, but being courteous does make the customer feel appreciated - and why not? As cab drivers, we are in the people business and a kind word can make all the difference in customers having a pleasant journey and also feeling valued, rather than a journey soured by indifference. Driving in London is frustrating enough; all I am advocating is that you can make it as stress free as possible.
   Suffice to say there are many cab drivers who realise that being courteous does help with better customer relations.

Relocation of the Stock Exchange
Over the next few weeks, the Stock Exchange will be relocating to Paternoster Square. This will be a gradual process starting on 14 May and hopefully to be completed by 28 May (Spring Bank Holiday). Various staff and possibly some deliveries will need to be transported to Paternoster Square. It is hoped the move will be seamless and to this end, DaC will need to play its part. All outgoing and incoming taxis will have to use St Paul’s Churchyard as a drop off and collection point. There may be occasions when the basement entrance is requested, but this is only for VIP's etc. If they ask for that entrance, then that is where they should be collected or dropped off. Access to this area is via the Paternoster Square gyratory (off Newgate Street).
   Please make sure you know where the new building and drop off point is situated. If you do get the opportunity, familiarise yourself with the new building. Unfortunately at this time, no provision has been made for cab ranks and until then, the best pick up point will be in Warwick Lane/Ave Maria Lane. If there are further developments, we will let you know.

Mike Son
DaC Customer Services /
Special Projects