In order to not only survive but thrive in the limousine business, you have to have clients. Lots of them and those that are more likely to go for repeat services. Clients who market your limo business to their family, friends, and peers not because you wanted them to but because of the excellent service you’ve provided, even with this pandemic. It would be such a joy to have that kind of client.
If you ask most limousine owners, they will tell you that the key to a client’s heart is giving them what they want. However, we think that’s just half of the equation. Apart from giving them what they want, limousine businesses should also avoid giving them what they hate.
So what exactly do limousine clients hate? What are the things that they can’t simply tolerate? Below is a list of those things and a short explanation. Use this list to help improve your service to your limousine clients.
One of the things you should train your staff would be professionalism. Most, if not all clients will demand professionalism from you and everyone they encounter with the service you provide. You could make clients happy and have a wonderful experience but it doesn’t end there. If they feel attacked , mocked or undervalued ,they are likely to leave and never get your services again.
In that light, it is always best to act professionally. Drivers and chauffeurs should be trained to be polite and punctual. Although some people love chatty chauffeurs some may not. It is best to limit personal conversations and to improve listening skills.
Sometimes, it can be an honest mistake that you booked two clients to get the same service at the same time. If you call up your clients to cancel or to move their reserved services, they are likely to be disappointed.
Some may tolerate such behavior at first but they will eventually hate it. It is your job to carefully check our bookings and make sure that the schedule is followed. Cancellation and delays will also negatively reflect your professionalism.
We all have our good days and bad days but as a chauffeur it is your job to make sure they don’t feel disrespected through your bad days. Treating people with respect is expected and should be done. There is no excuse for rude behavior.
No matter how your bad day may get, no matter how tired you might feel, clients still expect chauffeur to provide the best service they can. That involves showing clients the respect that they deserve.
Apart from cancelling or rescheduling the booking, clients also hate tardiness. They expect chauffeurs to come on time or even in advance. They absolutely don’t want to be kept waiting. Tardiness could ruin the whole event that the clients hired you for. Clients may miss out on special events or parts of the celebration due to a chauffeur’s tardiness. That is simply unacceptable behavior.
The quality of your fleet also impacts the overall experience of your clients. Low quality fleets may be more affordable but they can also be a turnoff for clients. Limousine services are known to be expensive so they expect the best.
Although that doesn’t mean you have to have the latest vehicles for your fleet, you should at least have a good selection of vehicles. They should also be well maintained and presentable.