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Ashurst
A few weeks ago, I had a communication
from Ashurst, one of our long-term account clients. There were some
concerns about our service; therefore I thought it prudent to let
you know some of the problems that had been encountered via your
terminal. During previous months, there had been various issues,
however these had been dealt with and everything seemed to be going
well up until more recently. In my last discussion with them, I made
a commitment to that our service would improve.
Unfortunately again, our service was bought into question.
Consequently, one of our competitors was employed as a back-up taxi
service supplier. At this time Dial-a-Cab is still the main service
supplier, but for this to continue we have a short period of time to
bring our service back up to an acceptable level. Nevertheless, I
must say it was gratifying to know that many drivers were concerned
about the situation and made contact with me to offer some thoughts
as to how the service could be improved.
One point that many made was waiting time. It appeared that drivers
often waited long periods for passengers, even though procedures had
been followed as indicated on the trip details, which is go into
reception to make contact. It appeared that some passengers had not
been given the message that the taxi was waiting or it was some time
after the driver contacted the reception.
I made contact with Ashurst and told of the frustration our drivers
were experiencing and the concerns passengers were having in waiting
for the confirmation that the cab was outside. To resolve this
issue, you will notice in the foyer that there is a stand-alone
phone with an Ashurst sign. It is suggested you use this speed dial
phone to make contact. It will connect you directly to the Ashurst
24/7 Call Centre.
SJ Berwin LLP
As of 18 February, SJ Berwin has hopefully begun to relocate from
Grays Inn Road to 10 Upper Thames Street EC4. This will be a staged
move and should be completed within 2 weeks. The entrance to 10
Upper Thames Street is in Queen Street Place.
Having visited the new premises, I was concerned about parking
restrictions and the fact that Upper Thames Street is a Red Route. |
Pick up and drop off points could be a problem,
however, at a meeting with The City of London Police and the
Corporation of London it was initially agreed that we will have a
rank for 4 taxis in Queen Street Place.
Many of you in the past have made comment about the existing fixed
price journeys from Grays Inn Road. The structure of the account
will be amended and the fixed rates have been revised.
Rejecting Trips
This is still a major concern to the customer and all at Brunswick
House. I cannot understand why trips are being rejected - sometimes
up to one hundred times - especially this time of the year. The
Board’s duty to the membership is to supply work; this is exactly
what we are doing. Yet some don’t want the work offered, only jobs
that suit them. This situation cannot be allowed to continue, it is
having a profound effect on service, customer relations and when
trips constantly get rejected, so much data is being sent via our
terminals it is therefore most certainly not helping with signal
problems. The value of trips to drivers has increased dramatically
with the average trip being £23. Why keep rejecting lucrative trips?
Are you looking for that elusive roader?
Should this unacceptable level of rejects continue, radical steps
may have be taken to resolve the problem. Choice is a great
incentive, too much choice is counter productive - especially in the
service industry.
Lack of service in problem area’s…
Keith has mentioned about our policy of sending out some advance
warnings of where trips are firing out. One of the reasons the
strategy has been implemented is because clients have been
contacting Account Managers extremely annoyed that we are unable to
send a cab. Many of the trips have been going to airports or
stations and some clients have demanded compensation for
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missed
flights etc. Compensation is not a direction Dial-a-Cab normally
would address. If you are coming in from these areas, please look at
your screen and take note of the information given. You could be
missing out on a profitable job, many of which go to the City or
E14. £30 or £40 to E14 is not a bad job!
One more point on customer service. When you receive trip details
via your terminal, there are often further instructions on a second
page. Due to the customer complaints I am a receiving, it is quite
apparent that some drivers are not looking at all the instructions.
Customers in the main do give explicit instructions to the calltaker
who then inputs those instructions into the dispatch system. The
calltaker is sometimes asked to read back those instructions by the
client, yet when drivers accept the trip they still get it wrong.
Why? Because they are not looking at those instructions. Please be
more diligent…
And the AGM…
I was sorry for those drivers that recently joined Dial-a-Cab and
had come along to their first AGM. After the event, some of the
attendees said it was a waste of their time that could have been
better spent with their families or even working. They had to listen
to torrid, venomous abuse from the usual suspects aimed at the
Chairman and the Board of Management including yours truly, whereby
one of those antagonists threatened - in his words - "to knock me
out" because due to the raised voices, I dared to tell one of these
‘gentlemen’ that there was a ‘point of order’ from a member in the
hall.
I am sure you are aware that if you attend any committee meeting, a
point of order takes precedence over the person who is speaking at
that moment. Some long-time members have been critical of the
members who do not attend an AGM. Well it’s hardly surprising
considering the shenanigans that went on at this year’s AGM and it
was sad that some members left the meeting stating that they would
not attend another one due to the disgusting attitude of some
speakers on the rostrum. Incidentally, if the tape-recorded evidence
of the AGM indicates clearly a threat made by the member concerned,
a complaint may be issued.
Mike Son
DaC Customer Services / Special Projects |
