Limousine Finder: 2017 at 01:31PM

Showing posts with label 2017 at 01:31PM. Show all posts

Wednesday, September 27, 2017

New Limo Anywhere President Outlines Changes Ahead

<p>New Limo Anywhere President Sean Arena joined the company from Sabre Travel Network. (photo: Limo Anywhere)</p>

DALLAS — Two months into his new post, Limo Anywhere President Sean Arena has been leading the company toward a more responsive and accessible suite of technology products based on new marketplace realities.

With 4,700 operators on its platform garnering a 40% share of the industry software market, Limo Anywhere wields a strong influence on the industry’s technology evolution.

Arena joined Limo Anywhere on July 31 after working as executive director for new business ventures and technology partnerships at Sabre Travel Network, where he served in various roles over 18 years. He brings experience in leadership, product marketing, business development, user experience, and corporate strategy. Former Limo Anywhere President Mark Gentry moved on to new opportunities outside of the company, and remains as temporary consultant when needed. He helped Arena with the transition until Sept. 1.

“The challenges we’re facing are similar to challenges I faced in prior roles at my last company,” Arena said. “There is intense regulatory pressure, complex logistical challenges, a need for more expansive automation, emerging disruptive models, and the need to continuously differentiate. All of these factors resonate with our customers and players within our industry.”

Dallas-based Limo Anywhere also has gained a unique market position since it was acquired earlier this year by the Marcou Transportation Group of Waltham, Mass. The transportation conglomerate also bought the Dav El / BostonCoach Chauffeured Transportation Network, the second largest luxury fleet provider in the U.S., and GroundLink, a tech-enabled luxury car service serving corporate clients. [Article here].

Arena outlined Limo Anywhere improvements on three broad fronts for 2018, all positioned to provide more real-time, simplified experiences for operator-clients and their customer-end-users:

Streamline the user experience by improving the efficiency of tools and services to increase client satisfaction. A self-service portal, for example, would retrieve invoices, upgrade services, and update their information. Further, the company plans to rollout a new interface that will improve usability for all users of the Limo Anywhere ERP platform. “It is critical for our client base, from new customers to long-time users, to be delighted by a workflow that best fits their [company] persona,” Arena said.
Helping operator clients scale their business through the Limo Anywhere platform and overall technology eco-system, allowing for new search and reporting capabilities and accessing data. Added customer relationship management (CRM) functions would provide real-time insights and help operations better reach out to and communicate with their customers. “We will keep looking for how we can help our clients build their business through our network. They are always looking for ways to grow their business, and we want to provide them with the tools and services to grow their business in and outside of their immediate markets.”
Expanding Limo Anywhere’s footprint through new partnerships and channel opportunities, and add new APIs and integration points to increase value to the portfolio. These would provide third parties access to its developer platform so they could augment its products with related services.

More specifically, Arena previewed some upgrades and changes to Limo Anywhere services and product lines:

Before the end of the year, launch L.A. Mobile, a mobile app version of the LA platform for users to make or manage reservations, handle dispatch activities, stay on top of the status of rides, and complete reservations for clients who have credit cards on file, or in cases when a card is presented to the driver. “We recognize the fact that many operator-owners and managers are on road, and there’s a viable use case for tools they need anywhere,” Arena said.
Release a new passenger mobile app solution for the operators to extend to their customers. Operators can customize the app with their own look and feel and logo.
Direct integration between the Limo Anywhere platform and the Square payment gateway, which enables credit card processing and payments both on and offline.
Develop a more customizable booking widget for customers’ web sites to extend “an adaptable search form that can conform stylistically to whatever interface a company uses,” Arena said. This would simplify the booking process for customers.
Empower operators to more effectively manage their pricing and give them access to tools for reporting and analytics.
Complete opportunities for Dav El / BostonCoach and Groundlink affiliates to leverage the wider Limo Anywhere platform and tools.

In sum, LA’s complete technology suite aims to serve and connect dispatching, reservations, customer booking, management alerts, payment integration, and in-car driver alerts while leveraging its network to build a broader affiliate base, Arena said. “We are intending to be as holistic and end-to-end as possible for our limo customers.”

Keywords

affiliate networks BostonCoach Dav El Chauffeured Transportation executive changes GroundLink Limo Anywhere limousine software Mark Gentry mobile technology Sean Arena software

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PAX Training At LCT East Will Prep Your Chauffeurs For Free

ATLANTIC CITY, N.J. — LCT Shows always provide opportunities for operators to learn things that will help them make money and save money; but in reality, a lot of your chance to make an impression with clients lies in the hands of your chauffeurs. Education is vital if you hope to bring out the best in them. We want to help you in this endeavour, and that’s why we’ve worked together with PAX Training to bring you a free session at LCT East on Sunday, Nov. 5 from 1 p.m. to 4 p.m.

So many aspects of your company depend on your chauffeurs practicing safe, defensive driving skills. They are the face of your company and can make or break client experiences. The session will teach new and veteran chauffeurs alike how to provide clients with the service they expect and deserve, and the “Rules of the Road” to protect them and your assets.

Don’t miss out on this opportunity to invest in your employees while educating yourself at the Show at the same time!

Register for LCT East here

Keywords

Atlantic city casinos chauffeur behavior chauffeur training customer service driver training Harrah’s industry education industry events LCT-NLA Show East managing chauffeurs new jersey staff training

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When The Going Gets Tough, Get Tougher

Kick-off speaker and professional surfer Dean Randazzo ATLANTIC CITY, N.J. — This is not an easy industry to work in. Situations are constantly changing and you have to be prepared for anything that might go wrong. And chauffeured transportation runs 24/7/365, of course.

There are times you may want to give up, but the story of LCT-NLA East Show kick-off speaker and professional surfer Dean Randazzo will help you see why admitting defeat amid adversity shouldn’t be an option.

A New Jersey native, Randazzo has spent his whole life among the waves. According to his website, he represented Mainland Regional High School in Linwood, N.J., at a National Scholastic Surfing Association competition in California as an amateur surfer in 1989. He turned pro the following year after he earned the attention of the Association of Surfing Professionals during his performance at the 1990 Cold Water Classic.

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LCT is accepting nominations for the People’s Choice Awards until Oct. 10…don’t wait! Click here for the form.

Ascending international rankings, he qualified for the ASP World Championship Tour in 1996, becoming the first New Jersey competitor to do so.

In 2001, Randazzo was diagnosed with Hodgkin’s Lymphoma, a form of cancer. Despite his worries of losing sponsorships, he announced this condition at a surf competition and worked toward making a difference in the lives of those going through the same hardship. The Dean Randazzo Cancer Foundation (DRCF) was established that same year to raise money for cancer research and bring cancer awareness to the surfing community. He has since gone on to continue to compete and win multiple competitions.

At LCT East, Randazzo will talk about his humble beginnings, the struggles of making the world tour, and the ups and downs of life. “I want to teach people how they can adapt that mindset to their businesses, as well as testify to the power of perseverance and confidence,” he says. “I just want to share my story; it’s my mission to get it out there and have it help others going through similar troubled times. Any group interested in stories like mine is a crowd I want to speak to.”

Information about Randazzo and his foundation: www.thedrcf.com.

Mission Statement Of The DRCF

The Dean Randazzo Cancer Foundation was created in 2001 with the mission to promote cancer awareness within the surfing community and provide financial support to people stricken with cancer as well as their families.

Employee Training Session Sneak Peak: Reservations / Customer Service

When: Sunday, Nov. 5, 2 p.m. to 2:50 p.m.

Speakers: Briana Candeub, Park Avenue Limousine of Trevose, Penn.; and Jami Crouch, Premier Transportation of Dallas

This session will include an overview of customer service starting from the hiring process. “You have to understand when you are hiring for a customer service representative, you are hiring for a personality and not necessarily a specific background. You can teach most individuals what we do, but you can’t teach personality,” Jami Crouch says. She and co-speaker Briana Candeub will discuss different ways to control calls by using time productively to manage overwhelming demand. This includes how to understand the client’s needs, asking the right questions, and what the right questions are to provide the best experience possible.

“There’s a way to take inbound calls and guide them the direction you want them to go without being rude or inappropriate, but also minimizing your time knowing the next phone call could be coming in,” Crouch says. “We’ll also include some pointers for quality control when checking and rechecking reservations, keeping people accountable, and properly confirming with emails and calls.”

Related: LCT East Brochure

Keywords

Atlantic city casinos customer service Harrah’s keynote speakers LCT-NLA Show East new jersey reservations staff training

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No 9 To 5: Why This Operator Pursued His Passion

Ronnie Singh, owner of <a href="http://ift.tt/2jW6Ogg">Eagle Eye Limousine</a> SANTA CLARA, Calif. — The life of an average professional can be pretty boring if all they do is clock in, clock out, go home, and then repeat that pattern for the rest of their lives. Entrepreneurs have a natural inclination to beat falling into that rut.

Ronnie Singh, owner of Eagle Eye Limousine in Santa Clara, knew after 10 years of working as a manager at Bank of America that he was meant for something more. He followed the advice of fellow operator (and cousin) Harry Dhillon, owner of Ecko Transportation in San Jose, and jumped into the world of chauffeured transportation.

Encouragement Is Everything

In an ideal world, everyone would be their own boss and work for themselves. But in reality, it takes a lot of guts to break free of the normal nine to five routine. Singh says without the encouragement of his family and friends, he wouldn’t be as successful as he is today. He started Eagle Eye with one Suburban, and has since grown to a fleet of 10 in just two years.

Dhillon, a 2015 and 2017 LCT Operator of the Year Award winner, provided him with plenty of good advice and help whenever he needed it, and Singh credits his wife as the backbone of his success. “She is always helping out when days are stressful, and she became my constant source of strength. The love and support I’ve received from those I’m closest to is the only reason I’ve made it this far,” he says.

Can-Do Attitude

Although he didn’t first see himself pursuing a career in the chauffeured transportation business, the response he got from others in the industry at trade shows encouraged him, and he says he sees himself remaining in the industry for at least as long as he was at his last job.

His passion certainly shows when providing the best possible service in the area he operates and beyond. A diverse fleet of vehicles helps him in his mission to “never say no” to a client. These include the Chevrolet Suburban, Cadillac XTS and Escalade, Mercedes-Benz S-550, BMW 750Li, Lincoln Continental, a stretch limousine, and a Grech Motors minibus and Sprinter van.

“If the demand rises and you don’t have the specific vehicle that person is requesting, I would rather have something in house to cover the job than always rely on affiliates. You know your company is going to do 100% satisfactory work, so it gives you more peace of mind,” he says.

Eagle Eye does corporate and retail work because together they can produce more clients through word of mouth. “The corporate side of the business brings in new customers because they start telling other companies about yours. When it comes to retail, we focus on how we can get more leads out of them by learning what company they work for. The intention is to convert them into corporate clients.”

Growing By Learning

Singh has learned several lessons while expanding his business. A few are never make any assumptions and be on top of your team. “It can be stressful, but as long as you do everything right and have backup procedures in place you’ll be fine,” he says.

It’s also important to be consistent. “From day one, set and deliver your standard. If you say you provide a certain kind of service, back it up,” he says. “It’s not about doing it once or twice; you have to do it every time.”

You have to smile a lot if you hope to succeed in the customer service business. “Everyone has good and bad days, but it shouldn’t reflect on your company. Keep your cars clean, give it your all, and the business will come.”

Singh hopes to keep growing his business, build relationship with large, well-known affiliates, and delve into coaches and minicoaches. “I want to make sure people know my name and company because of the kind of service we provide. We want our reputation to remain trustworthy, and never let that standard slip.”

Keywords

affiliate networks California operators customer service entrepreneurship industry education WebXclusive

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Wednesday, February 22, 2017

Operators Of All Fleet Sizes Sit YOUnited At Roundtables

ATLANTIC CITY, N.J. — There has never been anything like it at an LCT Show before. Instead of sitting and listening to a keynote speaker or panel of big industry names, small, medium, and large fleet-size operators had the opportunity to come together and discuss issues on everything from technology to customer service at “Hot Topic Roundtable” sessions.

It was clear to Steve Qua, president of Company Car and Limousine in Cleveland, Ohio, the small operators who invested their time, thought process, and themselves are either not going to be small for long, or are small on purpose and just want to learn how to run smoother, more efficient operations.

“Those at our table were bright, energetic, and realized there’s nothing I know they can’t learn. I hope they came away with a lot. There’s nothing small about the small operator other than their operation. If their goal is to get bigger, they’ll do it. If their goal is to get better, they’ll do that, too,” he said.

Mike Barreto, Philadelphia branch manager for Flyte Tyme Worldwide, believes the sessions provide a valuable opportunity to freely exchange information and hear about the personal wins and challenges operators of all sizes experience daily.

“I’ve always believed it’s good to keep your ear to the rail,” he said. “Small operators are definitely attuned to their business practices; they are the masters of working through issues with minimal expense. It’s always good to see what they might be doing to alleviate costs because they know how to be thrifty without sacrificing quality.”

Jami Crouch, director of affiliate and client relations for Aadvanced Limousines in Indianapolis, Ind., thought the sessions provided a unique opportunity to sit with a group of individuals who all do the same thing, and understand how differently they all do it.

“You never know who’s going to be sitting at the table with you, and there are people in this industry who have a lot of knowledge to share. You can never stop learning,” she said.

Being able to make new connections and discuss hot topics like technology was a highlight for Nick Lopez, director of sales and marketing for JACO Limousine & Transportation in Louisville, Kentucky. The main takeaway he got from his group was that many operators like their reservation software.

“The group I was in acknowledged no software is perfect, but we are all really excited to see where things are going,” Lopez said. “There are a lot of improvements in store and it’ll be interesting to see where the natural progression of technology takes us. What’s interesting is you do find a partner or two out of the group you haven’t ever spoken with before who you can now discuss important issues with.”

Operator Brandon Tiet, president of Duke’s Limousine in Honolulu, Hawaii, said he thinks the session reinforced the fact everyone in the industry had to start from the bottom and work their way up.

“When you’re small, you do everything. So it was interesting to learn more about different ways to manage your time. Some operators were more interested in expanding and wanted to learn more about different markets they should pursue and where they should be focusing their resources as well.”

Andre and Karen Gaughan, owners of All About You Limousines in Dumfries, Va., felt the session gave smaller operators well-deserved recognition.

“It gave us a voice. We were able to network in terms of sharing different stories we all face with other smaller operators, and we were all able to understand and comprehend because it was on our level. We were able to build each other up and give each other confidence,” the couple said. “In fact, we would like to see a seminar with small operator panelists sometime in the future.”

Missed the session or didn’t have a chance to attend the Show? No problem. Here are some of the questions discussed at the roundtables, as well as sample answers from operators of all fleet sizes who were there.

You plan for the expected; what happens when the unexpected hits?

Andre Gaughan: Communication with your client is very important. Right now, we are on the cusp of winter. When we are setting up a contract with a client, we make sure we let them know if there’s snow or ice on the ground we may have to switch vehicles. We talk to the client and send them pictures of what the backup vehicle may be. You must have a contingency plan in place. The biggest take away from this session is it really made us think about things like this. Brandon Tiet, president of Duke’s Limousine

Brandon Tiet: You always have to have a backup plan. We sit down at the end of the day and brainstorm; if this scenario happens, what’s our strategy? You just have to come up with possibilities to create hypothetical solutions.

How do you set your employees up for success?

Steve Qua: Train them well, and then empower them to do what they think is best. I know there’s a tendency to hire slow and fire fast, but I think that’s a little trite. The reality is you need to make sure they know what you expect, and then let them do it. You are way better off even if they take action and its wrong than if they do nothing.

How have you changed the mix of your fleet to match the current needs of your clients?

Mike Barreto: We accommodate whatever is requested; if there’s no request for a specific vehicle accommodation, we will put as many vehicles on the road as possible. That’s going to make sense to us and our business model. We don’t buy vehicles just to buy vehicles — we buy vehicles because the client is demanding it and it’s what will make money the second it hits the road.

Jami Crouch: We want to focus on the best experience possible for our clients, so if they ask something repeatedly, then we look at making the adjustment or adding the additional vehicle to our fleet. Often, that doesn’t mean you are adding something. Sometimes you have to remove based on what the clients’ wants and desires are.

Do you do a pre-ride confirmation and/or post-ride thank you call to your clients?

Crouch: We do pre-ride confirmations for corporate and retail clients, and then we send thank you emails. We actually have different ways clients can reach back out to us about the service they received. They get sent a link via email to any of our online resources for reviews, or we can send a follow up email that provides them with an opportunity to leave any feedback they may have.

Lopez: Our phones are always answered by a live person 24/7. We do pre-ride confirmations, but not post-ride follow ups. We don’t want to burden our clients with excess phone calls. We do, however, conduct random post-ride surveys.

— Lexi@LCTmag.com