How To Recruit CDL Chauffeurs For Bus Operations

The challenge to find chauffeurs has long been an industry issue. In states like California, no special license is required to drive a limousine, sedan, or SUV on a for-hire basis. However, California requires a Commercial Driver’s License (CDL) to operate a vehicle seating more than 10 passengers (including the driver) while federal law doesn’t mandate a CDL unless you are running a vehicle that seats more than 15 (including the driver). This is where it gets messy.

Which Law Applies?

Federal law is only applied to operators crossing state lines. State law prevails when operators run their vehicles only in the state that licenses them. Side note: Crossing a state line without federal authority in any kind of for-hire, state-licensed vehicle is illegal; a first violation can cost you $1600. For sure, a driver of a high-occupancy vehicle designed to carry passengers must have a CDL. That CDL requirement has made finding suitable employees very difficult for transportation services nationwide.

Insurance Matters

It’s not just a matter of finding quality help. Insurance policy underwriters have drastically shifted their approvals of new chauffeurs hired to operate buses. “The aggregate amount of claims paid out over the last several years is responsible for premium increases across the board, as well as a closer examination of each driver added to the policy,” says Mark Freeark, an agent with TIB Insurance in Glendale, Calif., and an industry expert. 

Many insurance carriers flat out refuse to add to a policy drivers who lack several years of experience. Carol Bean, another industry insurance agent with KIA Insurance, adds, “Insurance companies don’t want their insureds to be a training ground for bus drivers because when an accident occurs, the losses are substantial.” This compounds the problem because if you locate a potential employee who just graduated from a program, he may be uninsurable without practical experience. Unfortunately for these graduates, the odds are against them as well. That doesn’t mean all insurance companies would not consider their training programs to be sufficient, but the industry trend is to require two to three years of previous experience, Bean says.

Real Struggles

When you are the boss, the buck stops with you. John Oulton, owner of Richmond Limousine in Henrico County, Va., recently had to give up his work in the office for a day to drive a bus since he didn’t have anyone else to do it. Oulton is a member of Wheels In Motion, a focus group of 16 operators nationwide who regularly meet to share business issues. At a recent group meeting in New Jersey, many members shared goals which included hiring CDL drivers for their bus operations. Many operators are driving jobs, or worse yet, turning jobs down simply because they lack qualified drivers.

Skills And Qualities

Experience is a quality you desire just to get your new employee insured. But in our industry, it’s not only the experience of running a bus but having a skill set that differs from that of a Greyhound or school bus driver who drive routes and rarely interact with passengers. Our bus drivers, or bus chauffeurs as some call them, must have large personalities, serve as tour guides, and know the areas they serve and the destinations they travel to. 

Most industry insurance carriers require potential drivers to be a minimum of 25 years-old. Additional requirements, Bean says, include a good driving record with no more than two moving violations in the past three years, no previous license suspensions, and no convictions related to drugs or alcohol. 

“A prior accident would not necessarily exclude a driver from coverage, but would cause the underwriter to take a close look at the circumstances of the accident and particularly who was at fault,” Bean says. Other qualities and skills include the ability to lift up to 50 pounds, pass a drug and alcohol screening, and enjoy working with the public and talking to people. Marie Joiner, operator of Modesto, Calif.-based Luxury Limousine, says it’s important for wine tour bus drivers to be familiar with wineries they visit as well as wine.

Where Do You Find Them?

At the International LCT Show in March, many operators shared their ideas for recruiting drivers at an educational session about recruiting. Some suggestions included using Facebook advertising, participating in community job fairs, working with community partners that focus on placement for job seekers, such as veteran’s affairs groups and placement coordinators with college campuses and trucking schools. Other ideas include holding your own job fair and setting up an internal referral system for employees to earn bonuses for recruiting. Some operators have succeeded using Craig’s List. Other popular online recruitment sources are Indeed.com and Glassdoor.com.

How Do You Pay Them?

For those who morphed into the bus business from a traditional limousine service, the same pay scale used for chauffeurs should apply to bus chauffeurs. That’s usually an hourly pay plus a gratuity of 20%. This could reach an hourly rate of about $50 or more. With this pay, it’s hard to understand why people don’t apply for jobs in droves. The average pay for a Greyhound bus driver is $17 to $22 per hour with limited opportunity for tips. The average national rate of pay for charter bus drivers is $14.81. Compare this to most commercial airline pilots who are required to have a college degree and earn about $70 per hour. By contrast, a Physician’s Assistant earns an average of $47 per hour while firefighters and paramedics earn an average of $22.53 and $15.38 per hour respectively for saving lives. Some companies have treated this more sensibly and pay $18 to $25 per hour without a gratuity. It is uncommon for charter bus companies to mandate their clients to pay a gratuity.

Retention

Hiring and training a new employee requires a big investment. This includes background checks, drug and alcohol screenings, and training. Incentive programs are a great way to recognize employees for exemplary performance and are low-cost morale boosters. These can include an employee of the month program or as something simple as a Starbucks gift card to say, “Thanks for a job well done.” Foremost, remind employees how much you appreciate and recognize them for their contributions.

— Jim@LCTmag.com

Training Your New Employee

Once you’ve hired a candidate, you should put him into a defined orientation program that includes proof of proficiency in tasks, knowledge, and duties in each phase of formal training.

Jeff Nyikos, CEO of Leros Point to Point in Hawthorne, N.Y., tests for knowledge and general information to see what level of training new employees need. “This has helped identify candidates who are most likely to deliver service that meets the expectations of the company,” Nyikos says.

A strong training program gives new employees confidence before they start. Training should cover specifics on company orientation, culture, and duty expectations, and how they should deliver customer service.

Keywords

driver training   employee recruitment   hiring   hiring chauffeurs   How To   recruiting chauffeurs   

 

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What To Do When An Employee Steals

Types of Thefts
Employees in our industry find many ways to steal. It can be as simple as taking a ream of paper to stealing cash, gas, or even clients. You have to be careful to gather evidence supporting your claim, or your employee could file a defamation suit against you. Defamation of character includes slander which is when a person’s reputation or good name is damaged as a result of oral statements. It also includes libel that occurs when false statements about a person are written.

The Investigation
Before you decide to call law enforcement, you should investigate internally any alleged or suspected theft that includes dates, incidents, witnesses, reasoning, and all other factors documented to present to law enforcement if you take that route. Consider starting your investigation with writing down who, what, when, where, why and how. Investigate each of the components before deciding on an action.

Don’t Touch The Paycheck
Although you might prove through documented evidence a driver has stolen fuel using your company credit card, do not be tempted to deduct the value from their final paycheck. This is illegal. Although you may be due the money, federal law dictates you cannot withhold any amount other than withholding taxes from an employee’s paycheck without a written agreement. The proper venue for retrieving your money is in a courtroom where a judge will order the employee to pay restitution if the court determines the employee is guilty.

Deciding To Call Law Enforcement
If your thorough investigation confirms a theft occurred, you must decide whether to report it to law enforcement. On one hand, employees in the company will know you mean business if they rip you off. On the other hand, you may be required to go to court and testify against your employee. Law enforcement will investigate as well, and require you to provide documents, meet with investigators, and prove your allegation before they decide whether to turn the case over to the District Attorney. The D.A. will then decide whether to press charges against the employee. This will take a lot of time. Is the purpose in reporting it to the police to get restitution? Do you think the employee will be capable of the restitution? Is the amount significant enough to spend the time pursuing prosecution? Only you can decide.

Stealing Clients
This is an unfortunate situation that often happens in this industry. A chauffeur or driver either leaves or starts a company, and then solicits your clients to jump ship as well. Even the best written non-compete agreements are difficult to enforce, and the cost to drag your former employee into court along with clients who left will cost you thousands of dollars in court and attorney fees. If you lose, you could be ordered to pay the cost of defense for the former employee. It is a risky gamble.

Sending A Message
Whether you report the theft or dismiss the employee, you should tell your staff about it and the results. This sends a message that theft will not be tolerated and you monitor the actions of employees.

Smooth Operations provides a broad range of information focused on new ideas and approaches in management, human resources, customer service, marketing, networking and technology. Have something to share or would like covered? You can reach LCT contributing editor and California operator Jim Luff at Jim@LCTmag.com.

Keywords

employee issues   employee management   Jim Luff   lawsuits   money   smooth operations   

 

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Operator Aims To Create Driven Experiences

Clientele: Julie Hatter of La Bella Chauffeurs in Inglewood, Calif., provides service for clients who rock, literally. She works with rock stars, DJs, and also provides fan transportation for those who win radio contests; in other words, “experience seekers.” “We are experience creators. Anyone can have a black car. Matching the vehicle to the experience is what I’m better at,” she says. The company also works with corporate groups, mostly in the music business. But Hatter isn’t stopping there. La Bella is growing in other markets, especially wine tours. She’s also excited about the Rams coming to Los Angeles.

Fast Facts

Location: Inglewood, Calif.

Owner: Julie Hatter

Founded: 2015

Vehicle type: SUV

Fleet size: 2

Employees: 3

Annual revenue: $150,000

Website: http://ift.tt/2cp9Msb

Contact: (323) 292-3552; (844) 922-3552

Marketing strategies: To stay ahead, Hatter created an annual marketing calendar based on the most successful markets her company caters to. This includes local music festivals, big concert tours in town, award shows, and other red carpet events. Now, she’ll be including NFL games and wine tours as well. “Having this projection of what our year looks like helps us focus on what we should be posting on social media and what kind of vehicles we need to plan for,” she says. “As we go forward, I’ll be able to look at those months and analyze how successful we were in actually translating that to booking.” She says when she transports artists or DJs for one show, they might have the same manager as another artist. “We are trying to see how we can actually market towards those already in our car.”

Biggest success: So far, Hatter cites being a preferred provider for Coachella and Stagecoach music festivals this year. The company also recently got the green light for its first large corporate group of 500, where affiliate help will come in handy. Overall, the small things make everything worthwhile, she says. “Just getting that person in the car and really connecting with them — basic things like someone’s first limo ride or making someone smile, and when they get out of the car and hug you. Those kinds of connections are success to me. It validates our industry; that we are professional, we care, and we have a code of honor.”

Advice: Know the cost to operate. “I’d actually say double it. This is not an industry for the faint of heart financially. You have to make strong commitments. The costs of vehicles, permits, and insurance are big numbers to consider.” Another important thing is networking with many other small operators. “I feel like our reciprocity is what has sustained all of us,” she says. Finally, don’t pigeonhole yourself. “Maybe you have an idea starting out that you will specialize in one type of service, but as the business builds, it will guide you to your specialty. Develop and build on those things. Don’t try to have a preconceived idea; focus on being the best at whatever your market tells you you’re good at.”

Customer service: Like any good host, Hatter finds out what each client really likes. She asks about their preferences, and their vision of the perfect experience. She believes being accessible, flexible, and thinking long-term, not just about a single run, please clients and turn them into repeat customers.

Technological strategies: Hatter uses Limo Anywhere as her reservation system, which also helps connect her company to affiliates. “We are working on launching a more interactive website because we are experience focused. We really want it to be a place that will highlight different events. Instead of showing cars, we are trying to give people suggestions or ideas of where they can take the cars.”

Future plans: Hatter would like to acquire larger fleet vehicles, such as minicoaches and motorcoaches, and is working on her meeting planner certification. By combining her backgrounds in event management and hospitality, she is ready to focus on large groups, and most importantly, have fun.

Keywords

California operators   celebrities   Los Angeles operators   operator profiles   small business   small-fleet operators   wine tours   

 

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LILA Celebrates Summer on Long Island

Adam Tortora from Bird Bus Sales with the catch of the day.
Commack, N.Y. — The Long Island Limousine Association (LILA) celebrated the summer with a series of fun events for their members. The association hosted a trio of get-togethers around the Long Island shore region.

“We wanted to emphasize what summer in Long Island is all about,” said LILA President Bill Goerl of Clique Limousines. “To us, it’s about the water, fishing, barbecues, and concerts; July and August on Long Island are about vacation with family and friends, so we wanted to make the association part of that as well.”

On July 26, LILA hosted their annual membership BBQ at Charlie’s Bar & Marina in Lindenhurst. More than 85 members were present, making it a record turnout for the event. The annual BBQ is hosted by LILA member Charlie Gandolfo of Dynasty Limousine, who also is the owner of the venue. Goerl was pleased with the attendance, and said that it’s the organization’s biggest event other than the Holiday Party in December.

Two weeks later on August 9, LILA members took to the sea for a mid-week fishing trip. A LILA tradition in the making, this is the third time the association has chartered a boat from the marina in Captree to fish for fluke and flounder. Roughly 20 LILA members were able to take some time away from the business and take part.
“This was a huge success,” said Goerl. “The members really liked the networking and ‘no business’ aspect of the trip.”

Every summer, Jimmy Buffett and His Coral Reefer Band come to Jones Beach in what is one of the hottest concerts of the season. On August 25, LILA decided to take part in the traditional tailgating that has become an essential part of the Buffett concert-going experience. Goerl and association members Doug Schwartz from Executive Limousine, Matt Silver from Ultimate Class Limousine, and Eddie Podlesny of Serenity Limousine parked stretch limos in the parking lots around the Nikon at Jones Beach Theatre in order to promote the industry to the roughly 67,000 people attending the show.

Limousine parked outside the Jimmy Buffett concert at the Nikon at Jones Beach Theater

“We got on line at 5 a.m. to be ready to park when the lot opened at 6,” said Goerl. “Arthur Messina from Create-A-Card made up some postcards with the FindaLimo.net branding, and we handed them out as a promotion. Findalimo.net directs consumers to our website to find companies in their area, and has been a huge success.”

Goerl is enthusiastic about how the summer LILA events were received. “It’s the first time we’ve bombarded our members with three activities, back-to-back, but the feedback from the members has been positive. They see fun stuff, and it helps add to the membership. We’re trying to make the association more of a networking group.”

Coming in September is LILA’s chauffeur training class, held on the 13th at the Hilton Garden Inn in Plainview, N.Y. A general membership meeting will follow two weeks later on September 27.

Visit nslali.com for more information.

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Dav El/BostonCoach Transportation Network Hosts Annual Affiliate Partner Meeting

CEO Dav El/BostonCoach Scott Solombrino Boston — Dav El/BostonCoach Transportation Network hosted its annual Affiliate Partner Meeting on August 9 and 10 at the World Trade Center in Boston. The two-day conference featured world-renowned speakers and a record-breaking attendance.

The conference kicked off with celebrated speakers including Casey Sherman, New York Times bestselling author and award winning journalist, who spoke to the attendees on reliance and persistency. Also in attendance was Arthur Bernard, attorney at Travaglini, Eisenberg & Kiley, a local lobbying firm, who discussed the strategy and execution of the TNC bill that was recently passed in the Massachusetts legislature. Daniel Henninger, deputy editor of The Wall Street Journal’s editorial page, rounded out the special speakers and presented Dav El/BostonCoach Transportation Network CEO Scott Solombrino with a special award. Client panels included topics such as client satisfaction, top interests of clients, and what makes a difference in the industry.

The conference concluded with a special awards dinner at the JFK Library, which featured a special appearance by Boston comedian Steve Sweeney. The top honor of the evening, 2016 True Partner of the Year Award, was awarded to Avanti Transportation of Houston, Tex. Avanti has been a long-standing affiliate partner of Dav El/BostonCoach, supporting all of its brands for over 10 years.

Further top honors included:
2016 International Partner of the Year – United Limousines, Germany
2016 Farm-Out Partner of the Year – Cabot Limousine, New York
2016 Best VIP Service Performance – A Limousine Associates, Cincinnati
2016 Best Chauffeur Details Compliance – DLA Executive Limousine, New York

“I am so proud of my team for putting on a fabulous conference and extremely grateful to all the affiliates that attended,” stated Solombrino. “Every year the affiliate conference continues to grow and our attendees are already excited for next year.”

Visit bostoncoach.com for more information.

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Chauffeured Success Group Announces New Members

Boston — The Chauffeured Success Group (CSG) recently announced the addition of two new members into the group: RMA Chauffeured Transportation of suburban Washington, D.C., and Total Luxury Limousine of Saint Paul, Minn. CSG is the longest running twenty-group in the chauffeured ground transportation industry. Founded in 1995 by Charles Tenney of the Tenney Group, it is moderated by Brian Faulkenberry of NCM, a company that specializes in managing financial based twenty-groups in many industries.

CSG expects the addition of these two outstanding companies to enhance the group’s financial focus, bring a new outlook and maintain the culture of commitment and inclusion. Charlie Murray of Total Luxury and Robert Alexander of RMA will enjoy full membership at the winter meeting.

CSG Chair Huguette Lirette of Bennington Worldwide Chauffeured Transportation in Mississauga, Ontario, expects the new members to be a perfect fit and hit the financial analysis ground running. The group reports financial data quarterly and is rewarded with a set of combined group financials that is a deep dive into the comparison of the member companies with a focus on profitability.

In addition to RMA and Total Luxury, other members include Bennington Worldwide; All Occasion Transportation of Providence, R.I.; All Star Chauffeured Services of Detroit, Mich.; Company Car Worldwide of Cleveland, Ohio; Pure Luxury Transportation of Petaluma, Calif.; Smart Cars Worldwide of Chicago, Ill.; Bayview Limousine Service of Seattle, Wash.; Lindsey Worldwide Chauffeur Services of Hartford, Conn.; Overland Chauffeured Services of Kansas City, Mo.; and Presidential Worldwide Transportation of Denver, Co.

The group is looking to expand further into select markets that are not currently represented.

Contact huguette@benningtonlimo.com for more information.

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Complete Fleet Unveils Ford Transit Platinum Livery Edition

Complete Fleet President Barry Trabb
Union, N.J. — Complete Fleet Livery Sales is pleased to announce a new upgraded Platinum Livery Edition of the new 2017 Ford 15-Passenger Transit Van. The dealer, located at the Maplecrest Ford Lincoln of Union dealership, recently completed their first “livery upgrade” to create a vehicle that can better serve executives on the go.

“The Ford Transit Van has been very popular,” explained Barry Trabb, president of Complete Fleet. “Since we introduced it in 2015, we’ve put almost 200 of them on the road. They work great for corporate clients, but we decided to create the new Platinum model because we’ve been receiving many requests for a Transit Van model that incorporates additional features and a more comfortable and plush interior. What we came up with is perfect for corporate clients, large families and travel to special events.”

According to Trabb, conversions to a Transit Van can add almost 30 percent to the purchase price, but the Complete Fleet Platinum model offers the luxuries of a conversion for a fraction of the cost because only “the essentials” are upgraded.

“We are proud to partner with RWI Limousine Repair to create this Platinum model for our customers,” said Trabb. “We added beautiful top grain leather with perforated inserts and gray stitching as well as an exotic wood floor that brings a level of elegance. The lights on the steps facilitate getting in and out with ease and the 2017 model has a deployable running board, which further improves safety. To better meet passenger needs, we’ve installed 14 USB ports, since we know that maximizing battery life is always a priority.”

The conversion process on the Platinum Livery Edition takes approximately one week, and Complete Fleet plans to keep them in stock for the clients they serve nationally.

For operators that keep their Transit Vans moving, a “premium” extended warranty is available, which turns Ford’s 3 year/36,000-mile warranty into 4 years/125,000 miles. Serving the fast-paced New York City metro area, Complete Fleet ensures their chauffeured transportation customers get “priority service” for maintenance and repairs. Three full-time techs are on hand to get customers back on the road quickly, dramatically reducing downtime. The service area features lifts capable of accommodating limousines and Transit Vans, and a vast stock of parts and products are kept onsite for limousine/livery customers.

The Complete Fleet Livery Sales team has almost 90 years of combined experience in the chauffeured ground transportation industry, enabling the company to deliver exceptional fleet sales and service. Trabb started as a chauffeur in 1986, giving him a unique insight into the industry; he has been selling and servicing vehicles since 1999. Bruce Cirlin, the company’s Sales Expert, has more than 40 years of industry experience, while Dino Olivares, Complete Fleet’s Financing Expert, has 17 years of industry experience.

Visit completefleetsales.com for more information.

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CALECHE USA Announces Custom Bus for Silver Service Tours

Henderson, Nev. — CALECHE USA recently announced a new convertible bus made custom for Silver Service Tours in Napa. Since launching their convertible buses earlier this year, CALECHE USA has seen many orders coming in from all across the United States.

“Our customers are looking for something unique to offer to their passengers and we build exactly that,” said Robin Verachtert, president of CALECHE USA. “With our latest creation for the Silver Service Tours in Sonoma, we really created something special unlike anything else in the transportation and tour industry. Vehicles like this are not just build on a production line, they are completely custom made by an extremely dedicated team.”

The model created for Silver Service is a 4×4 convertible Sprinter with fully a customized interior design and exterior options. The vehicle has the company’s signature convertible roof, allowing for panoramic transport all year long.

“The amount of heart and pride that our team puts into each and every build is what makes these buses so special,” said Dennis L. Shaffer, general manager of CALECHE USA.

CALECHE USA will be displaying their convertible busses at the Chauffeur Driven Show in Washington, D.C. on October 9-12.

Visit caleche-usa.com for more information.

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Limo Owners Group Spreads Random Acts of Kindness, Commits to Good Health

Denver — Industry consultants Driving Results recently held a meeting for their Wheels in Motion owners group in Denver. Fourteen members group fanned out across downtown Denver to perform random acts of kindness upon the citizens of the city.

The group randomly showed up at a soup house, washed dishes, and worked the food line. Later, they came upon a lady who had locked herself out of her car and they helped her unlock it, and then paid for a young woman’s groceries when her debit card was declined while she and her young son purchased groceries. The group handed out flowers to people they passed, as well as Oreo cookies, bottles of water, and fresh fruit from the hotel lobby where the group stayed.

The random acts of kindness were part of a team building exercise intended to measure leadership, use of resources, creative thinking, and cash management as each team was given cash and expected to achieve maximum value with the money. Each interaction was documented in a video and presented later in a class setting. The real winners were the people of Denver who received a kind gesture from total strangers in the limousine industry.

Wheels in Motion meets four times a year in different cities for the purpose of learning, round table discussions, goal setting for the next quarter, and sharing creative ideas about problems, trends, and situations in the industry. The group also entered into a weight loss challenge and each member bet $100 they could lose the most weight by November. Members of the group did a weigh in during a site visit at Towne & Country Limousine of Denver and will be weighed in Orlando when the group meets again. The weight loss winner will get $1000 for their effort.

Visit drivingresults.org for more information.

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AFC Transportation Receives Second Award From National Safety Council

Houston — AFC Transportation, a wholly-owned subsidiary of the TBL Group, is now a two-time recipient of the National Safety Council’s “Our Driving Concern” Traffic Safety Award. AFC was also honored with the same award in 2014. Presented in partnership with the Texas Department of Transportation, the award recognizes employers who have demonstrated an outstanding commitment to the safety and well-being of their employees on and off the job in the area of traffic safety.

The 2016 honorees were selected through an application process that evaluated each company’s commitment to promoting safe driving behaviors among their employees. Employee education, training, and other activities centered on traffic safety were considered. While each of these employers has a commitment to traffic safety, the group is diverse in many ways. Applicants ranged from employers with as few as 100 employees to those with 2,000 and from nonprofits to municipal organizations.

Paul Gage (left), safety director at AFC Transportation with Mike Ezzell of the National Safety Council.

Paul Gage, safety director at AFC Transportation accepted the award on behalf of the organization and recognized the accolade as a team effort. “I am very pleased to receive this recognition and award from the National Safety Council on behalf of AFC Transportation and would like to give the credit and recognition where it is due—to the drivers and staff who have joined with us to create this “Safety Culture” within our company.”

Gage also stated that safety is a team effort, achieved by each employee coming together to demonstrate the right attitude and mindset to create a safe environment. AFC actively promotes a safety-first attitude within their corporate culture under their corporate initiative, “PEOPLE POWERED, SAFETY DRIVEN.” Gage believes the commitment to that ideal is present not only behind the wheel, but when dispatching, booking reservations, maintaining the fleet, and at home with AFC families and friends. 

“Texas is a leader among states in many areas, but sadly it has the highest rate of fatal car crashes,” said Deborah A.P. Hersman, president and CEO of the National Safety Council. “These employers are working to protect their employees and reverse this trend. We are thrilled to recognize their work.”

“Many thanks to the National Safety Council for their commitment to safety in the state of Texas and nationwide,” said John Ferrari, CEO, TBL Group. “I’m also very grateful and proud of the AFC staff and congratulate Paul Gage and our team on a job well done!”

Visit afchouston.com for more information.

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