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Monday, May 18, 2015

19 Little Mistakes That Drive Customers Away

Don't do this to your customers!

With all the talk today about the need to create a great experience for customers, why are so many companies overwhelmed with a tidal flood of customer complaints?

Much of it is little, picky stuff. But small things get big in a customer’s mind, and the next thing you know, the customer is gone — for good. Spotting the little stuff that upsets customer is the first step. The next one is to doing something about it.

Here are examples of little stuff that drive customers crazy — and away:

1.    “We make it easy for you.” For many customers, these words are a red flag. They’ve been duped too often. What’s easy from a company’s viewpoint may be complicated and confusing to its customers. Check with them before using “easy” or “convenient.”

2.    Counter intuitive websites. If visitors get confused when trying to navigate a website, they leave, unwilling to spend any time trying to figure it out. Websites are a marketing tool that must make sense to users.

3.    Making excuses. “Sorry you had a problem. I gave that to my assistant to take care of….” Or, “I meant to get back to you but I was in meetings all afternoon.” Such words inflame customer rage, and send the message that someone is disorganized, distracted or incompetent. Companies should be an “Excuse-Free Zone.”

4.    Slow is a killer. Amazon’s “1-click,” Apple pay, and 4-hour (or less) delivery all point in one direction: fast is never fast enough, as customer expectations go higher and higher. Slow, by whatever standard, isn’t tolerated.

5.    Having to repeat your story. It’s not only frustrating and drives customers out of their minds, but there’s no acceptable reason why it should occur. Yet, it happens all-too-frequently. “Isn’t this information already in your computer?” a customer asks. The response is often an unsatisfactory excuse.

6.    Being put on hold endlessly. There is nothing worse that having to hear the same words repeated endlessly: “Your call is important to us. A representative will be with you shortly.” After 25 times the voice adds, “We’re sorry for the inconvenience.” The message the customer hears is different: “My call isn’t important to you.” Customers retaliate by leaving.

7.    Getting differing answers. “The salesperson assured me…,” says the customer when making an inquiry a week later. “Oh, we’ve never done that,” according to someone else. It raises the question, “Can I trust this company? Am I going to get what I expected?” Creating doubt drives customers away.

8.    Putting customers on the defensive. When they asked why something occurred without prior notice, the manager said, “We sent an email to everyone and posted the notice.” That’s how to make customers feel stupid. A better approach may have been, “I understand how you feel if you didn’t get the email. I’ll make sure that’s corrected.”

9.    Lack of knowledge. Even five years ago, having to deal with people who lacked knowledge was irritating, but often ignored. Today, with instant access to endless sources, customers won’t tolerate it. If customers want help, they’ll find it. Ignorance isn’t bliss; it’s lost customers.

10. Faking answers to questions. Customers may not know everything, but they figure it out fast when someone makes up answers. It sounds basic, but employees should be empowered to get accurate information.

11. Getting passed around. After telling your story, there is nothing more aggravating than to be told,  “You’ll have to talk to Martin about that. I’ll transfer you.” Then, you hear that Martin is away from his desk or helping other customers. Today, we get one shot at satisfying customers.

12. Inconsistency. It’s a lack of consistency that upsets customers. It applies to all types of change, from phone options, to personnel, website navigation, discounts, return policies, and product/service availability. So, prepare the way with customers before making even small changes. And, remember, customers are smart, so don’t tell them a change is to improve service. They won’t need any help in making that decision.

13.  Not using communication options. Whether it’s texting, a chat line, or a help line, making it convenient for customers to get information or get their questions answered, technology helps maintain customer relationships.

14. Making things complicated. The CVS clerk rang up the purchases and keyed in the coupons, until he came to the $6 “good customer reward.” Pointing to a coupon dispenser, he said, “You need to get it from the machine over there first and come back.” Not good. Customers want everything as simple as possible.

15. Not answering inquiries. The button on the restaurant’s website, said, “Send us a message,” noting that it will be answered within an hour. Three weeks later, still no response. The story is repeated when the name of this restaurant comes up. Tending to customers is as important as working the grill.

16. Making changes without telling customers. Let customers know why, and when you’re making changes. The city was buried in snow, but the Boston Globe emailed its home delivery customers letting them know the Sunday edition would come at night when there was less traffic. Result: happy readers and a lot fewer complaints.

17. Lack of follow through. Broken promises are indelible; they don’t go away. They influence how customers feel about a company from then on, and it’s even worse when customers take the initiative to find out why and are told one or more of the following, “I’m sorry, but I got busy,” or “It slipped through the cracks,” or “I thought I did that,” or “I’m just getting around to it.” Customers deserve timely responses.

18. Not showing appreciation. No customer likes feeling ignored or, worse, taken for granted. Relationship building begins with finding thoughtful expressions for saying “thank you” and “you’re important to us.”

19. Ignoring social media postings. With so many customers checking out businesses online, negative and inaccurate reviews can be damaging to a brand if ignored.

Such examples make it clear that the little stuff that aggravates customers is a big deal.

*********************************************************************************************************************************

John Graham of GrahamComm is a marketing
and sales strategist-consultant and business writer.
He publishes a free monthly eBulletin,
“No Nonsense Marketing & Sales.”
Contact him at jgraham@grahamcomm.com,
617-774-9759 or johnrgraham.com.

Friday, May 15, 2015

GPS Insight Celebrates 10 Years of Innovation and Success

GPS Insight
GPS Insight employees celebrate ten years together.

GPS Insight, a top technology provider of GPS vehicle and asset tracking software for commercial fleets, celebrated their 10th birthday on Monday night, April 27th on the rooftop garden at GPS Insight’s Scottsdale Headquarters.

GPS Insight celebrated with approximately 150 employees, family, and friends as they enjoyed 10 years’ worth of storytelling and pictures of GPS Insight’s trailblazing route of innovation and success in the telematics space.

GPS Insight began in 2004, when Robert Donat was a technology consultant. He was approached by a local trucking company that wanted assistance in finding a GPS tracking software that would meet all of their needs. None existed at the time, and Mr. Donat saw this gap in the market as an opportunity and created GPS Insight as the first highly customizable GPS tracking software for fleets. The GPS Insight Vehicle & Asset Tracking Solution was first introduced into the marketplace in 2005. Despite its significant growth, GPS Insight remains focused on innovation in the name of client success.

To read more, click here.

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GPS Insight works with businesses that have fleets of vehicles and other mobile assets to solve your unique business challenges through increased revenue, reduced costs, and reduced risk.

Thursday, May 14, 2015

The GO Group Announces New Shuttle Partner in Seattle

Go Airport Express
Starting May 1, The GO Group will partner with a new shuttle operator in Seattle offering an improved level of service to customers traveling to and from Seattle-Tacoma International (Sea-Tac).

New to Seattle, GO SpeediShuttle, will launch a fleet of 11-pasenger Mercedes Benz shuttles featuring TEC technology, the cleanest-burning diesel engines in the world. Various models offer captain's chairs and all have video monitors, on-board complimentary Wi-Fi and GPS systems that monitor the shuttle's location and speed.

The company, based in the Hawaiian Island, currently serves 1.3 million travelers a year.

"We chose to expand to Seattle because Hawaii is a favorite destination for a great many Northwest travelers who are, consequently, already familiar with our service," says CEO Cecil Morton.

GO SpeediShuttle will be the first shared-ride operator in Seattle to have a reception team at each baggage claim to greet passengers and direct them to their vehicle.

The company prides itself in its drivers, who must complete a rigorous training program that covers both safety and customer service.

GO SpeediShuttle will also provide private vehicles and a full range of business-class ground transportation services.

"We are extremely pleased to introduce GO SpeediShuttle services to Seattle," says John C. McCarthy, president of The GO Group. "We know that King County residents and visitors will appreciate the same high quality service that Hawaiian travelers now receive."

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The GO Group, LLC is am international consortium of best-in-class airport transportation companies. Its members annually transport some 13 million passengers to and from more than 60 airports in the United States, Mexico, Canada and Europe. See website for a complete list of airports.

El Paseo Limo Buys Classic Limousine To Boost Corporate Reach

El Paseo Limousine's James Brown
El Paseo Limousine's James Brown

The Tenney Group has announced this week that they recently closed a deal between El Paseo Limo and Classic Limousine located in Cupertino, CA.

Classic Limousine was headed by Amnon Levy, who decided to go into retirement from operations and focus on other lines of work outside the limousine industry. Classic Limousine has serviced the entire Bay Area, Alameda, San Mateo, Santa Clara, Carmel and Monterey with airport runs, charters, and sightseeing tours region for 21 years.

El Paseo is taking ownership of 13 vehicles from Classic Limousine, which includes 10 Lincoln Town Cars, 1 Chevy Van Express, and 2 GMC SUVs. Brown is excited about the acquisition, saying business revenues will also increase over $1,500,000. The acquisition makes El Paseo Limo, the largest chauffeured transportation provider for corporation clients in the entire Bay Area.

“We figured it was a no brainer,” Brown said. “We’re very big in corporate and Classic Limousine was one of our main competitors.” Brown said the Classic Limousine brand will be absorbed into El Paseo Limo and both drivers and employees will be staying on to ensure 100% a smooth transition.

Classic Limousine chose Tenney Group to represent them in a sale. “Over the years, I have been aware of Tenney Group and recognized them to be a leading agency in the country to buy and sell transportation companies” says Amnon. “The sales process was very smooth” said both Amnon and James. Amnon then went on to say, “they lived up to all my expectations.”

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El Paseo Limousine has been serving the Bay Area and beyond since 1987. Named by Inc. Magazine as one of the fastest growing private companies in the United States, El Paseo Limousine has become a mainstay of the greater San Francisco Bay Area chauffeured transportation industry. Serving large corporate accounts from throughout the country, and now, from throughout the world El Paseo has earned a reputation as a company that stays one step ahead.

Tuesday, May 12, 2015

Rear View Safety Launches Brilliant New Wizard to Their Website for Customer Shopping Ease

[Sponsored Post]

Rear View Safety
At Rear View Safety, convenience and safety are main concerns. Rear-view cameras are an important safety tool for today's vehicles. But with so many products on the market, it can be difficult to find one that best fits your needs. Safety should be simple and convenient. That's why the backup camera company created a new Camera System Wizard. It's never been easier or more convenient to find a backup camera system that fits your needs.

Here's how it works:

Step 1: Choose Your Vehicle
  • Rear View Safety offers cameras for many types of vehicles, from personal and recreational to trucks and commercial vehicles. RVS has a camera system to fit any needs, whether you're driving the kids to soccer in your minivan or saving lives in an ambulance.
Step 2: Wired or Wireless?
  • Rear View Safety offers wired or wireless camera systems, depending on your individual needs and preferences. Wireless systems are simple to install and Wired systems offer the best picture quality. All of the Rear View Safety systems are great for both large and small vehicles. It's all a matter of preference, and why this easy to use Wizard was created. If you still have questions you could call one of their many backup camera specialists who can help guide you towards the right purchase for your needs.
Step 3: Monitor Type
  • Rear View Safety carries two different types of monitors to suit your individual needs. The traditional self-standing monitor mounts to your dashboard and provides a large display. If you're looking to save space, they also offer a mirror-mounted monitor that's better suited for smaller vehicles. The company also carries replacement mirror monitors, just in case.
Rear View Safety is committed to providing customers with better safety and better service. Click here to use the new easy-to-use Wizard Tool.

Rear View Safety is not a stranger to the world of safety enhancing products for drivers and vehicles of all types. Recently they introduced GoVue, the first back up camera smartphone app for the popular iOS and Android operating systems. Once the smartphone and camera system are connected via a short-range Wi-Fi network, audio and video information from the rear of the vehicle is transmitted to the smartphone in real time. This eliminates the need for a primary monitor to be installed into the dashboard of the vehicle in question. The GoVue back up camera application for iOS and Android devices is currently available for free download in the Google Play Store, the iTunes App Store.

Regal Limousines & Car Service Celebrates 31st Year in the Transportation Industry

Regal Limousines & Car Services
Many car services are short-lived, but a select few endure throughout the years. 
Private, chauffeured car services that enjoy decades of business usually do so because their impeccable level of service earns them favor with repeat customers. As of April 2015, Regal Limousine & Car Service is thrilled to celebrate its long life in the ground transportation business and announce its 31st year in the industry.

Since 1984, Regal Limousines & Car Service has provided distinguished private car service for discriminating travelers in New York and New Jersey. Their range of services is varied and designed to accommodate the needs of those traveling for both business and pleasure. Regal Limousines & Car Service provides efficient, comfortable corporate travel for single persons or groups, and is the sole service provider that many companies choose. Regal Limousines & Car Service also provides private, chauffeured transportation to Newark, JFK, LaGuardia, and Philadelphia airports. Regal Limousines and Car Service also provides transportation for vacationers heading to cruises leaving from New York and Bayonne Liberty cruise ports.

Each Regal Limousines & Car Service vehicle is driven by a courteous, knowledgeable, professional chauffeur. Chauffeurs are hired for their excellent communication skills and dedication to safely and efficiently transporting their passengers. The company's fleet is comprised of luxury sedan vehicles capable of accommodating up to three persons and their luggage. The fleet includes Lincoln L-Series Town Cars luxury sedans, stretch limousines and Cadillac SUVs. For larger groups, passenger vans and mini buses that accommodate up to 17 people and luggage are available. For passengers' convenience, reservations can be made online.

To learn more about Regal Limousines & Car Service or to book a reservation, visit their website or call 800-223-1023.

About Regal Limousines & Car Service
*********************************************************************************
 Regal Limo Service is a private chauffeured car service serving Middlesex County, Monmouth County and Somerset County, NJ as well as New York City. They provide unparalleled, luxury corporate, event and airport transportation in a fleet of luxury sedans, stretch limousines, SUVs and vans.

For more information, visit http://www.regallimoservice.com

Read more: http://www.digitaljournal.com/pr/2551085#ixzz3ZwLfgZid

Friday, May 8, 2015

Palm Beach County Sued Over Alleged Special Treatment for Uber

Palm Beach County, Florida, violated the equal protection rights of a group of transportation companies when it allowed an Uber Technologies Inc. subsidiary to pay to temporarily bypass several provisions of the county's vehicle-for-hire laws, a putative class action filed Friday in federal court claims.

The suit represents the latest episode in what has been a rocky entrance for Uber and other ride-sharing services into the South Florida market. Last month, neighboring Broward County officials approved tighter regulations that Uber said could drive it out of the Fort Lauderdale area, and Uber, Lyft Inc. and Miami-Dade County are defendants in another class action over enforcement of that county's laws. Five companies - VTS Transportation Inc., Gasolinera Inc., Boyce Trans Inc., All Transit Solutions LLC and Prestige Limousines Inc. - brought the current legal action in West Palm Beach as a challenge to a temporary operating agreement the county reached with Uber subsidiary Rasier LLC in March .

 "The [temporary operating agreement], on its face and as applied, is unconstitutional because it treats plaintiffs on less than equal terms than it treats Rasier," the complaint says. "Rasier and plaintiffs are similarly situated entities that provide [vehicle for hire] services to consumers in Palm Beach County." Uber entered the Palm Beach County market around August 2014, the plaintiffs say, and followed what they claim has been a pattern for the company of trying to obtain special treatment so it does not have to comply with local or state regulations that apply to its competitors, mostly local taxi companies. Palm Beach County considered filing for an injunction against Rasier but ended up instead entering into the temporary operating agreement, which is set to run from its March 9 enactment through Sept. 30, according to the complaint. As part of the agreement, Raiser paid the county $15,000 "for administration and enforcement costs."

The agreement confirms that the county's position is that Rasier is subject to its vehicle-for-hire laws, but while it imposes certain requirements upon the company, it allows it to operate in violation of a numerous provisions of the existing code, the plaintiffs say. Those provisions include having to obtain vehicle-for-hire permits and driver identification badges and Raiser is also allowed to provide driving history reports quarterly instead of within 30 days of criminal convictions or other charges, the plaintiffs say.

The county's Consumer Affairs Division is reviewing the current vehicle-for-hire ordinance and will likely make a recommendation before Sept. 30, according to county documents quoted in the complaint. But the plaintiffs argue that the county's decision to enter into the temporary agreement with Raiser was based not on legitimate governmental interests but was an "irrational and wholly arbitrary" move made with an eye on avoiding a legal battle had it attempted its rules.

The class also points to the payment from Rasier as having played a part in the county's actions as inducement to keep it from enforcing its rules and laws. By waiving its laws and rules, Palm Beach County "has intentionally chosen to carve out an exception to laws that would otherwise apply to Rasier, and has thus discriminated against plaintiffs in favor of Rasier," the suit says. The suit seeks to define the class as all vehicle-for-hire companies that operated in Palm Beach County from Jan. 1, 2014, through the present and that are subject to the county code, and it calls for declaratory and injunctive relief, plus damages, attorney's fees and costs. The county attorney's office declined to comment on the pending litigation Wednesday.

 The class is represented by Douglas Fredric Eaton of Eaton & Wolk PL, Robert Todd Slatoff and Constantina Alexandrou Mirabile of Frank Weinberg & Black PL, and Randy Rosenblum of Freidin Dobrinsky Brown & Rosenblum PA. Palm Beach County is represented by Andrew Marcus Pelino of the Palm Beach County Attorney's Office. The case is VTS Transporation Inc. et al. v. Palm Beach County, case number 9:15-cv-80560, in the U.S. District Court for the Southern District of Florida.

Wednesday, May 6, 2015

Commonwealth Worldwide: Success “The Commonwealth Way”

Scott and Dawson Rutter
Scott Rutter (left) and Dawson Rutter, owner of Commonwealth Worldwide.

Commonwealth Worldwide owner Dawson Rutter was named 2014 Limousine and Sedan Operator of the Year by the Taxicab, Limousine and Paratransit Association (TLPA). Find out how his company uses “The Commonwealth Way” and technology to stay ahead of the game.

In 1982, Dawson Rutter, Commonwealth’s founder, had already been in the taxi industry for over 10 years. During that time, he worked his way up from taxi driver, to dispatcher, and eventually to operations manager. The experience provided Rutter the knowledge needed to run a successful taxi business of his own. However, sensing an unmet need, Rutter decided to go a different route and went into the chauffeured transportation service instead. Using his savings, Rutter purchased his first limousine, and Commonwealth Worldwide was born.

Today, with over 400 employees, Commonwealth has grown to become one of the largest and most respected transportation companies in the country. The company serves clients world-wide using a vast network of carefully-selected global affiliates in 79 countries.

During its three decades of operation, the company has received many accolades and awards, including:
  • TLPA 2014 Operator of the Year award for Limousine and Sedan
  • New York City’s “Concierge Choice” award for Best Limo Service
  • Five-time winner of “Best of Boston” award for Best Car Service
  • Two-time winner of Hartford Insurance Award of Merit for safety.
“The Commonwealth Way”

Commonwealth’s success can be attributed to its core beliefs and values, which form the basis for the company’s motto: “The Commonwealth Way.” The Commonwealth Way focuses on delighting clients, maintaining employee morale, and optimizing operations while minimizing cost. The primary way the company achieves this is by hiring and training full-time employees instead of using independent contractors. By fostering a close team-based culture and positive workplace, employees are motivated to provide superior client service which, in turn, produces client trust and repeat business.


"Today, with over 400 employees, Commonwealth has grown to become one of the largest and most respected transportation companies in the country."


The Technology Edge

Free mobile appCommonwealth also relies heavily on cutting-edge technology to cut costs and stay ahead of their competition. They maintain a full-time IT staff to keep on top of the latest apps and technologies and to develop their own in-house apps. The company has been an early adopter of technologies such as outward-facing vehicle cameras, push-to-talk communications, and GPS tracking and monitoring software. The entire client experience, from start to end, is managed and enhanced with the use of these technologies. Here is a rundown of some of the apps and technology Commonwealth uses in their daily operations:

Reservations: Commonwealth uses a highly integrated booking system. The company is part of the Sabre, Galileo, and Worldspan ground transportation network (GDS). With GDS, travel agents and clients can easily book directly with the company. The reservation system is integrated with Global Ground Automation (GGA), a major GDS provider which enables bookings from most major corporate booking tools. Clients can also make reservations from:
  • Their US-based call center, which is manned by live travel coordinators, 24/7
  • The company’s website reservation portal
  • The company’s free mobile app “CWW Mobile.”
Communications: Commonwealth uses cutting-edge voice technologies to enable fast and accurate communications between dispatchers and chauffeurs. Zello@Work, a push-to-talk (PTT) walkie-talkie app, provides a live voice communications system without the range limitations of 2-way radios. Zello allows dispatchers to instantly transmit work orders and route information to chauffeurs, and allows chauffeurs to stay connected with the main office. The app runs on Wi-Fi or data and on any carrier. Most platforms and devices are supported, including smartphones, tablets, PCs, and even 2-way radios.
Skype, another popular voice app, is used to communicate with dispatchers or other chauffeurs while on the road. Chauffeur devices are always docked to ensure hands-free operation, as required by law. The company also uses its own proprietary app to distribute work orders to the chauffeur and greeter staff, and it allows them to report status and GPS locations electronically.

Vehicle Safety and Fuel Efficiency: To ensure clients and chauffeurs are safe at all times the company uses several monitoring apps. Live dispatchers monitor chauffeurs by using Google Maps to track vehicle locations, speeds, and even idle times. Shortest routes are identified to save fuel and reduce emissions. GPS tracking units combined with outward facing DriveCams™ can help report and correct chauffeur driving behavior. As a result of these systems, the company has greatly increased client safety, while reducing fuel costs, carbon emissions, vehicle damage, and workers’ compensation and injury costs.

Client Satisfaction: “The Commonwealth Way” is defined as providing courteous, professional, and reliable service that delights clients and builds trust. To achieve these goals, clients are never left waiting or unsure of what to expect. Chauffeurs are equipped with FlightView™ tracking software to make sure they arrive at least 15-20 minutes before a flight lands. Chauffeurs and greeters are provided proprietary apps to message clients about vehicle status and display clear greeter signs on their tablets. Clients can also use the company’s free CWW Mobile app to manage reservations, track vehicles, review itineraries, and even contact their chauffeur.

Device Management: Since the company provides devices to all its employees, it strives to keep the devices up-to-date, providing employees with the most functionality and ease-of-use. Currently, Android Samsung tablets are used company wide, while chauffeurs also have Android smart phones for Zello use. To make sure device adoption by employees is pain-free and effortless, all company-approved apps are pre-loaded onto the tablets. Citrix XenMobile device management software (MDM) is used to lock down the tablets so only company-approved apps can be used. This ensures devices are not misused during working hours and improves employee productivity.

In the past, the company’s employees used a combination of 2-way radios, cell phones, and PCs to do their work. By consolidating apps onto one tablet, employees can easily perform multiple tasks from one device while saving the company money on hardware acquisition and upkeep costs.

“The Commonwealth Way” is clearly a successful model for the chauffeured transportation industry, but it can also work well in many other industries and services. An integral part of Commonwealth’s success is their extensive use of innovative technology. Companies who want to stay competitive need to keep abreast of the latest mobile and fleet solutions available. We hope this article has helped to help identify some of the most promising ones and how they can be used to modernize and optimize your service.

*********************************************************************************


Written by Nancy Pickering

Nancy Pickering is a Community Manager and Social Media Coordinator at Zello Inc., a software company based in Austin, Texas. Zello and Zello@Work walkie-talkie push-to-talk (PTT)
apps provide live voice communications for over 70+ million
users world-wide. For more information, see www.zello.com.

Tuesday, May 5, 2015

What is Your Operator IQ? Six Traits of a Successful Limousine Operator

Limousine Operator IQ

As a Limousine Operator, would you like to know if you are naturally gifted with Entrepreneurship intelligence or you will have to work harder than most? Silicon Valley has the answer for you.

As a Business owner and CEO of your limousine service, the following traits suggest that you will have a good chance of success:  Openness, Conscientiousness, Extraversion, Agreeableness, Neuroticism and Fluid Intelligence.

1) Openness - A high openness score means you are open minded. You listen to the ideas of others and are willing to learn from them. When I was the President and CEO of A Royal Livery Limousine Service, my company became the top female owned Limousine Service in Toronto because I had an open mind.

Every year I attended the National Limousine Association convention and learned and implemented new ideas from the operators who were having success in the USA.

2) Conscientiousness - Doing what is right. Integrity and honesty fit into this natural ability as well. Conscientious Operators run their companies diligently, solving their customers’ transportation related problems.

3) Extraversion - We have heard a lot about extroversion as it relates to successful CEO’s. True—in order to sell, you must like people and be comfortable around them. As operators, you don’t need to be an extrovert, but your drivers should be extroverts.  Hire correctly for this role. The sales person who answers your inbound calls also should be an extrovert.
  
4) Agreeableness - Are you compassionate, warm and considerate? People do business with people they like. Agreeableness does not mean you must be nice all the time. As a business owner, you must be able to also be straightforward with customers and employees and to replace the ones who do not conform to your mission.

Customers who rent your limousine service are doing so to have fun for a Prom, wedding or night on the town.  Even corporate travelers would prefer an agreeable driver or representative of your company to a disagreeable one. 

As operators, you don’t need to be an extrovert, 
but your drivers should be extroverts.


5) Neuroticism - A good indication of Entrepreneurial success is to score low on the neuroticism test. Neuroticism is defined as the tendency of an individual to experience negative emotions such as anxiety, hostility, depression, impulsiveness and vulnerability. Limousine operators must be emotionally stable, self-confident, calm in the presence of chaos, even tempered and relaxed. 

The limousine service is full of challenges. Limousines break down; customers are late and that affects other bookings, weather delays, customers screaming on the phone, are just a few of the problems that an operator can expect. 

You, the business owner, must be emotionally stable and continue to operate in excellence in crises.  Sometimes how you respond to customer problems is what makes them a customer for life.

6) Fluid Intelligence – This refers to the ability to rapidly learn and apply a rule. Entrepreneurs deal with different issues all day. As a start-up operator they wear many different hats. The ability to switch from one issue to another is very important and is a skill that cannot be learned. Fluid Intelligence is considered the most revealing test for success.  If you get stuck and can’t switch roles, you cannot lead and become an Enterprise. 

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Myrna Morris Young
Written by Myrna Morris Young

Myrna Morris Young is a Certified Business Coach. She was awarded Entrepreneur of the Year in 1998 for her leadership of A Royal Livery Limousine Service. Myrna now Helps operators design a social media marketing platform, set up Blogs and design their competitive marketing edge.  Her company is MyHelps Inc. 
Call today for your free strategy session at (888) 569-3182 or by email at myrna@myhelps.us or visit her on the web http://www.myhelps.us

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