Call Sign September 2007 - Page 23 - DaC Customer Services/Special Projects

Although there has been the usual downturn in work as there is every year at school holiday time, nevertheless that does not stop clients complaining – more so recently concerning the mode of dress some drivers wear when entering client’s premises. I was told by one of our valuable account clients that some drivers "dress like tramps." That isn’t something anyone likes to hear. I’m not going to harp on about shorts and flip-flops, however it is a fact that when customers complain about the appearance of some of our drivers, they always add that private hire drivers look smarter in comparison to taxi drivers. I always respond to clients that many of our drivers are also smartly dressed; some choosing to wear shirts and ties, whilst others dress more casual yet still look smart. But sadly there are still some drivers wearing ill-fitting shorts and sometimes even dirty clothes. Some who even have air-conditioning in their cabs do not dress with anything remotely resembling smartness, even though there are many forms of casual wear that could be considered as acceptable. You may ask yourself whether I should write about smartness of drivers in this publication where some clients may read it, but it is the only forum we have to indicate the complaints we get and it is always important that Call Sign allows us to air our views, warts and all. Indeed, I have spoken to clients over the years that admire the openness with which we operate. It is not my intention to preach to, or belittle members of the Society, regarding what type of clothes	DAC CUSTOMER SERVICES / SPECIAL PROJECTS
	should be worn, nonetheless each and every member represents the excellent name of Dial-a-Cab, but this can be tarnished by how you as an individual represent your organisation. As well as being the professional drivers that we are, clients can have a lasting impression of their suppliers - especially when we are picking up their clients or staff. They need to know they can have the confidence in not only the service we provide, but that we also take a pride in our company. I just ask you just to be mindful of how you look when representing Dial-a-Cab. Remember customers have the choice as to who will – or will not be - be their service provider. A wee story… I have one more gripe, but one not specifically directed at Dial-a-Cab drivers. A number of our drivers have made contact with me stating how disgusting it is when they see taxi drivers urinating on cab ranks, especially at the London City Airport, Paddington Station and other areas where drivers have to wait for passengers. In addition to being just nasty, the smell can become unbearable, especially during hot		days. Why do drivers have to urinate on cab ranks? Is it because there are not many toilet facilities in and around London? If this is the case, I suggest drivers either make contact with the LTDA, the T&G or their MP to see what can be done. Editor’s note: See Q/A session with mayoral candidate Victoria Borwick in this issue… Cars at our account addresses… While visiting clients, several have said that they have been experimenting with other suppliers, including other radio taxi services and car companies in an effort to reduce their transport costs and to improve service to their staff and visitors. Some then decide to carry on with both Dial-a-Cab and another service supplier, while others realise that due to car companies finding it difficult to offer an ASAP service, they decide that Dial-a-Cab will continue to remain as the preferred supplier. So if you see passengers entering a licensed car hire vehicle from the same company as your passenger, please do not mention any displeasure you have to your passenger. Our lines of communication with customers must always remain open and one derogatory comment could close those lines. What we have to do is to continue to be courteous and give the best possible service. With so much competition, that must be the best way to keep on top… Mike Son DaC Customer Services / Special Projects
Tom Whitbread Could be Tom Thumb!
For those who believe that Tom Whitbread is a heartless soul, Call Sign can reveal another of Tom’s softer sides in addition to telling pensioners at their afternoon clubs about his past life driving the late Queen Mother around or as an ambulance driver! It happened when an incident involving radio engineer Victor at DaC’s Roman Way depot called for Tom’s first aid expertise. Victor apparently had an altercation with the drivers’ seat of a taxi, trapping his thumb in the tilting part of the seat frame. The taxi seat frame remained undamaged, but poor Victor was less lucky, sustaining a nasty injury to his thumb. Tom reacted to the emergency by employing all his first aid skills, bandaging Victor’s injured thumb and putting his arm in a sling to relieve the pain. Only when Tom was satisfied that his patient was comfortable, did he send Vic to the Whittington Hospital for the medics there to complete his treatment. "I hope they sew Victor’s thumb back on the right way round," Tom said as Victor left Roman		Way! "Thankfully it was his left hand that was damaged and he is right-handed, so he will still be able to write and also answer the phones," added Tom. He concluded by saying: "On a serious note though, Victor’s misfortune has shown us all how dangerous the workshop can be, no matter how much care we take. Health and Safety is an important part of our daily routine and that is why we ask drivers not to block the entrance to the workshop when they come here, and to sit in the waiting room while their cab is being repaired." Our photograph of Tom tending Victor’s wound is a little shaky as our photographer is a mite squeamish and had difficulty keeping his camera steady, before fainting himself just moments after taking this shot! Call Sign wishes Victor a speedy recovery, but the next time you visit Roman Way be sure not to ask Victor to give you the ‘thumbs up’ sign! © Call Sign Magazine MM7

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