New York Operators Dismayed Over New TNC Law

ALBANY, N.Y. — TNCs can now legally operator throughout New York thanks to a law that was included in the 2018 state budget signed by Gov. Andrew Cuomo Monday, April 10. The new law gives the green light for TNCs to operate especially in upstate New York cities such as Syracuse, Buffalo, Albany and Rochester. TNCs operate legally in New York City under the licensing authority of the city’s taxi commission. Although the new law allows TNCs to expand throughout the state, municipalities still retain an “opt-out” provision that allows them to outlaw TNCs within their boundaries.

The new TNC law requires higher insurance as well as background checks, but not fingerprinting.

“We’re not happy that they didn’t address fingerprinting or ADA (Americans with Disabilities Act) issues,” said Kevin Barwell (Giorgio’s Limousine Service, Park Place Transportation, and Chautauqua Limousine Service, serving upstate New York), president of the Limousine, Bus & Taxi Operators of Upstate New York (LBTOUNY). “New York State fails at being proactive and protecting its citizens …always a double standard in this state that make it very difficult to operate successfully,” he added

Barwell said the association will continue to work with upstate cities and towns to strengthen TNC regulations as well as stricter background checks that include fingerprinting.

Added Bill Goerl, (Clique Limousine Service, Oakdale, Long Island), president of the Long Island Limousine Association), “As expected Albany addressed the concerns of Nassau, Suffolk and Westchester Counties which already have a Taxi and Limousine Commission in place to opt out of  Governor Cuomo’s new TNC law. The unexpected turn is that it’s not quite that easy to ‘opt out’ because each county of more than 100,000 residents decides to “kick out” TNC’s must pass a local law to do so.”

Goerl noted that the law “clearly gives TNC’s the upper hand” because TNC drivers will only need one state license which covers them through every county except New York City.

“Even in New York City, they can still drop off, just not pick-up. We need to pay $250 per vehicle for a TLC (Taxi Limousine Commission) license for each county we do business in; TNC’s will be exempt from these TLC fees,” Goerl said. “They will also have a pricing advantage as they only collect 4% state sales tax, and we collect 8.65% sales tax. The TNC drivers will also not need to be fingerprinted as our chauffeurs do,” he added.

Goerl expects many new TNC operators to get the state license and “flood our counties,” adding, “Our local legislators and the TLC are working on passing the law to opt out, but how quickly they can accomplish this, and if they can get the public backing to accomplish this, is the next unanswered question.”

LILA Board of Director and National Limousine Association Board of Director Doug Schwartz (Executive Limousine, Bellmore, Long Island) said, “We are disappointed that New York State does not see the value of thorough and complete background checks. There is nothing more important than safety of our passengers.”

Keywords

Bill Goerl   doug Schwartz   Kevin Barwell   LBTOUNY   LILA   long island limousine association   NEW YORK   New York City   New York operators   regulatory enforcement   state regulations   TNCs   

 

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New Jersey Operators Are Perfect Mix Of Old And New

PRINCETON, N.J. — Edward Santiago and Al Cohen, co-owners of First Choice Limousine, work together without a snag, despite an age difference and different backgrounds. Cohen, 68, had experience working in luxury transportation, while Santiago, 40, was a mobile X-ray technician, but they have the same desire to run a company respected by clients and fellow operators.

Different Perspectives, Same Goal

Santiago believes clients get the best of both worlds with him and Cohen. He acknowledges their strengths are polar opposites: “It’s like a black and tan — you get the old with the new.” Cohen builds business the old fashioned way by shaking hands, knocking on doors, and taking phone calls, and Santiago respects the results this has produced.

Being available at all times and making it easy for customers to get a hold of you is a large part of their customer service strategy. “Life is already as complex as it can get, and new tech has arguably made things busier. We try and think ahead by saying, ‘What are the roadblocks the client will hit with other companies, and how can we make that experience less painful?’” Santiago says.

If customers request either him or Cohen as a chauffeur, they gladly take the opportunity to show clients they aren’t above any job. Santiago shines in ensuring Millennials feel comfortable booking the way they want to. “If they want to make a reservation online and not really have a personal connection with us and are a little distant, that’s OK, too. We try to appeal to every possible type of client,” Santiago says.

Always Room For Improvement

Running a chauffeured car operation is far from easy, and 90% of your approach should be customer service focused, Cohen says. “You have to be there when the client wants you. As long as you can take that extra step to make you better than the other guy, you’ll excel,” he says.

The company provides car seats at no charge, for example. They also try to make sure they are the first people a new customer sees. “Clients like to know the company owner took the time to pick them up and treat them special,” Cohen says.

Another tactic to ensure lasting relationships is to stay in contact with your regulars if you haven’t heard from them in a while; this keeps your core customer base in tact while you explore new avenues.

While networking is also important for large operations, small companies can’t survive without some help. It helps you establish yourself as a legitimate company. “There’s enough business for everyone, and you can’t do it alone. Building your network and resources will only help,” Santiago says.

Something he’s tried to live by is the fact you’re not in charge of anything, so you have to be prepared for anything. In other words, you’re at the mercy of the airlines, baggage claim, and customers who oversleep or forget to bring something, so you have to be able to adapt. “You can’t get stuck on structure, because you have to be quick on your feet to respond to events you weren’t expecting.”

What’s Next?

To prepare for new business gained at the International LCT Show, the company has eliminated older vehicles, keeping only those model years 2015 and newer. They’ve also invested in new office space. Santiago and Cohen look forward to getting their name further out there as a reputable company every operator can rely on. As members of the National Limousine Association and the Limousine Association of New Jersey (LANJ), they aim to be involved in all aspects of the industry.

Santiago hopes to continue to identify with the younger audience by staying on top of social media and industry trends in terms of apps and other technology. “I identify with young families since I have two daughters myself, so from a customer perspective, I understand the complexities of traveling with small children. I try to be more compassionate and connect with them on that level.”

Keywords

customer service   LCTFast40   Millennials   networking   New Jersey operators   online reservations   

 

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Start Early To Get More Prom And Coming-of-Age Event Bookings

Prom is the epitome of all young coming-of-age events. If you wait until prom season to market to teens preparing for prom, you may be leaving money on the table. Between the ages of 13 and 19, a pre-adult is likely to participate in two or more coming-of-age events per year, either as an invited guest or guest of honor.

Opportunities to connect with teens and their parents begin with bat/bar mitzvah, Quinceañera, Sweet 16, homecoming, junior prom, cotillions, debutantes, and senior prom. Simply put, to get them in your prom sales funnel, you must expand your efforts to reach them as soon as they enter their teen years. You should make numerous impressions year-round until their final milestone events or shortly before their high school graduations.

Start With A Campaign
The goal of your year-round campaign is to touch potential customers at each point of preparation regardless of what coming-of-age event they are planning for. The outcome you seek is to increase the number of impressions — ideally it takes eight — your company makes with them so their first coming-of-age event livery experience is with your fleet.

This gives you the best chance of making teens and their parents repeat customers. Christopher Duff’s daughter Cristen, a senior at Prince George High School in Prince George, Va., says he plans to book her the same white Bentley Rolls Royce from the same limousine operator he did several years ago when his oldest daughter went to prom.

“I told her if she and her date go alone, I’ll pay for that same Bentley,” Christopher said. Not only does he remember the fleet owners because he had such a great experience, but his top-of-mind awareness comes from the postcards he sometimes receives in the mail since his original booking.

Campaigns Educate
While the tastes of teens attending coming-of-age events vary by regions, Northeast, South, Midwest, West Coast, parents in certain regions may not know that party buses, popular in the Northeast, might bode well for teens looking to have a different experience in the South, for example, where a party bus may not be the norm.

A slick campaign slogan, an enticing image, and the focus on one vehicle, such as the party bus, in one part of a multi-part campaign may help you get more bookings for a specific vehicle.

Word of Mouth Campaign Champion
One of the best champions for reaching teens is your local dress store owner. Usually, the first step in planning for prom or any coming-of-age event for a young lady is dress shopping. She may browse and compare prices online but eventually she makes her way into a brick-and-mortar store. She may even travel up to 200 miles to find the perfect dress.

If she’s lucky, she’ll run into the owner of two prominent dress stores, one in Staten Island, N.Y., and the other in Woodbridge, N.J., who prides herself on being a one stop shop for teens’ formal needs. I had the opportunity to be in her Woodbridge store to witness a very witty exchange. After a young lady has inquired about a dress, she follows up with, “Do you have your limo yet?” and promptly hands out the card to her go-to limo company. When the young lady returns to buy the dress the owner follows-up with, “Did you contact my limo guy?”

Cooperative Marketing Outreach
Consider mirroring one of the largest dress stores in Massachusetts which bears a similar name to a New Hampshire-based limousine company that frequently splits costs on advertising campaigns and makes a play on their names. They target the same teens prepping for coming-of-age events. A dress store owner can be your best ally and a teen’s gateway to your fleet. Do this and spend less money only to make more.

Don’t leave any money on the table by waiting until prom season to market to teens preparing for prom. Planning for Prom 2018 and beyond starts now. Begin marketing to 13-year-olds now to build awareness that could lead to immediate and repeat bookings as 13-19 year olds head to multiple coming-of-age events. Starting early enables you to connect with teens and their parents beginning with all types of special occasions mentioned above. Getting a head start and marketing in the context of an overall campaign year-round gives you the best chance to building a sustainable pipeline of young customers.

The Takeaways
Think of your marketing efforts collectively as a campaign. Incorporate a variety of media types to reach the perfect marketing mix: Online (paid and organic), social media, and print, to name a few. Ensure your campaign message is clear and consistent across all media.

Reach teens and their parents as soon as they enter the prime age for coming-of-age events, possibly years before they attend their first prom or as they attend the increasingly popular middle school prom.

Network with owners of dress and tuxedo shops to generate a constant source of mutual referrals and shared marketing opportunities.

Keshia Richmond is the publisher and editor-in-chief of Prom Guide Magazine (www.promguide.com) based in Pompano Beach, Fla. For a complimentary, basic, SEO friendly page and listing for your limousine company on PromGuide.com, the resource for teens attending prom and all teen coming-of-age events, send an email to keshia.richmond@promguide.com.

Keywords

building your clientele   client markets   Keshia Richmond   proms   student transportation   youth marketing   

 

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