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Covid-19 Changed Everything for Everyone- The Impact on Specialized Passenger Transportation

The Covid-19 Pandemic changed everything for us as a society. From March of 2020 through the summer of last year, those of us in the passenger transportation industry were still dealing with the fall-out and continuing effects. Now that most of the media, government agencies, schools, churches, and potential clients can agree that the "Health Crisis" is pretty much done, we're all left with the clean-up afterwards and a whole new set of delivery issues we could have never imagined.

In this article I will be speaking to how the Specialized Transportation Industry has changed and how you the consumer has been impacted on three fronts, price, quality and access.

Price

Regularly, I hear from prospective clients how drastically the pricing has increased. It absolutely has! When you combine an almost complete economic shutdown for approximately 18 months, rising fuel prices, rising maintenance costs, insurance and then the decrease in qualified individuals to perform the services, your costs of doing business increase. Many of our friends in the industry decided to close their doors creating a supply and demand issue for you, the client. So, when will pricing even out or decrease? It most likely won't. Many of the multinational transportation network companies have encountered the same cost issues as well, they have addressed many of their pricing issues through decreasing contractor pay to offer enticing rider discounts. That strategy though, has created an issue with many once satisfied contract drivers turning to other opportunities and abandoning rideshare services, leading to longer customer wait times and escalating fairs due to again, supply and demand. All of us in some aspects of life are still feeling the increasing economic pressures of what once began as a "Health Crisis" and now has morphed into a full-blown economical issue.

Quality

Quality of service has become the elephant in the room since Covid started, but it actually has been declining for several years. When I first embarked on a career in this industry 30 years ago, all of us on the driver roster were in competition with each other to be the best, make the great tips and have the best customers requesting us! As the passenger transportation industry transitioned upon the rise of the network transportation companies (Uber/Lyft, and others) clients opted for immediate gratification Vs. plan ahead. Customers started dictating the level and quality of services to be provided. They became willing to sacrifice dealing with someone they know, like and trust for a quick ride. Many seasoned drivers, transitioned from luxury transportation to being a contractor driving their own car and working their own hours. Their focus was on volume Vs. what they had learned as chauffeurs about the quality. As seasoned veteran chauffeurs left to pursue transportation network positions, many of the larger limousine companies were forced into hiring quickly and bringing on staff with limited or no experience or training. Customers started learning bad habits from the transportation network experience that led to a decrease in tipping and a lack of incentive for chauffeurs.

Fast forward to today, due to a labor shortage, tight margins and escalating operational costs, Specialized Transportation has struggled to recruit and retain qualified, motivated candidates and have decreased what in previous years they would have spent training a consummate professional to just getting them on the road with the basics. The larger the company, the bigger the issue. Also, since the Covid-19 lockdowns, there's an overall disconnect between service providers and customers. The customers seem to have higher expectations of zero tolerance for human error, a lack of decorum associated with luxury transportation, and a social disconnect civility. The service providers have become frustrated with the disrespectful treatment by some customers and themselves have become less tolerant or accommodating to their needs.

The good news is, smaller organizations are still recruiting, still encouraging traditional values and succeeding in delivering an excellent product to the customer. I say this because, as a smaller organization and preferring to work with smaller organizations, the ownership of these companies have chosen to take a more active role in delivering the traditional product that their client base has come to know, like and trust. These companies are biting the bullet, demanding excellence from their staff, and are ensuring that luxury transportation continues to be a valued option for clients with specific transportation needs.

Access

Clients looking for qualified transportation providers need to plan ahead. Where in the past, quite often you could call the morning of a great night on the town and reserve a great vehicle, now with decreased fleets and manpower planning ahead is the best option to ensure you get the biggest bang for your buck. It's anyone's guess as to how long it will take for the specialized transportation industry to rebound to pre-pandemic volume. Again, as I have referred to in my past blogs, establish a relationship with a vendor and stick with it as long as they maintain the quality you desire.

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What Can We Learn From Catastrophic Limousine Crash?

The loss of life, especially during what is supposed to be a joyous occasion, is unfathomable. The fact that this horrific crash could have and should have been avoided, makes it just that much more devastating. Where can the blame be placed for this accident? As human nature takes over, we always want detailed answers to ease our pain. The initial easiest answers are simple, a sub-standard, unsafe vehicle that shouldn’t have been on the road, an unqualified driver who should not have been behind the wheel of this vehicle, an owner who cared much more about their bottom line than those who they served. While these characteristics are not the norm in the professional chauffeured service industry, I would be untruthful if I don’t acknowledge irresponsible operators exist in every city across the country. 

I’m not trying to weight the percentage of blame for this accident, but instead educate on the failures that led to this catastrophe. There’s plenty of blame to go around that has created the environment that would eventually lead to a horrific accident like this: the role of Government, the company owners, the drivers, other motorists and uninformed clients (please don’t overreact, I’m not placing blame on those that perished, but rather investigating the role that is played):

 What is the role of the Government? If you ask me, it is for them to enforce the standards and laws set forth with regard to commercial motor vehicles. The question might be asked, did they do enough to stop this accident? From all accounts, it sounded like they acted in good faith to fail a vehicle that had what they felt were “Major Defects” that would affect the safe operation. In good faith, they allowed the owner of the vehicle to take it for repairs. Could they have done more? Sure, but to most reasonable, law abiding, concerned operators it would be viewed as “Police State” tactics. Government has designed the laws to help those interested in playing by the rules maintain safety standards, but I’m sure the role of law enforcement is not going far enough to keep bad actors (operators/owners) off the roadways and from doing business. 

The company owner’s role is to abide by the law, ensure that the vehicles being operated are well maintained and the drivers operating their equipment are properly trained, certified, and empowered to refuse driving a vehicle they deem unsafe. Obviously, in the Schoharie, NY accident, none of these principles were abided by. Companies need to accept their commitment to the public they serve to act ethically, safely and caringly. The entire chauffeured transportation industry needs to weed out the companies we observe operating in a manner that puts clients at risk and tarnishes the reputations of those who are genuinely committed to providing high quality transportation options. We need to decide to act in a manner that upholds the standards demanded of our vocation, as well as, police ourselves to deter those who are unwilling to take safety as the primary reason for our existence.  

Drivers are key to ensuring a safe experience for the client. It is their responsibility to inspect a vehicle before leaving their parking area to ensure that the vehicle meets their expectations of safety. Being a chauffeur is a great job, you are exposed to a wide cross section of people, have the ability to see the world through a different perspective and have the unique opportunity of providing individuals with “Amazing Experiences”, while making great money. Your reputation and longevity in the chauffeured transportation industry will depend upon your unwavering commitment to those you serve, the client. Unfortunately, your poor decisions and unwillingness to hold your employers to safety standards could risk not only your safety, but as well, expose you to legal issues.

Other Motorists?- You might ask yourself, how would I factor into the equation? Other motorists sharing the roadways with commercial passenger vehicles have the ability to observe unsafe operation, speed, weaving, hard stops, hard stops, malfunctioning safety equipment- lights, hanging equipment (mufflers, bumpers, etc.), and other factors that could contribute to unsafe conditions for others on the road. Motorist can report license plate numbers to authorities and detail their concerns.  This gives the power back to law enforcement to confront unsafe operation on the public roadway when the full force of the commercial laws can be enforced.

Uninformed Customers are helping many of the irresponsible operators stay on the road. I know that sounds harsh, but it is absolutely true. Many clients have poor experiences with irresponsible companies and rather than taking the extra steps of contacting the company for resolution, then commenting on social media, BBB reviews, reports to local news, or following up with State Governing entities to report improprieties, they do nothing. Secondly, with the expanded acceptance of the Transportation Network Company experience (Uber, Lyft, etc.) of jumping in and out of vehicles that you know very little about the condition of the vehicle or skillset of the operator, has instilled a false sense of security that all transportation companies are created equal, therefore, if you have a website offering transportation services the only difference is the price, right? Now, I won’t make any further comment as to the merit of Uber or Lyft, as they both have filled a major gap needed in providing transportation options for the general public and do have some internal measures for ensuring at least the most minimum requirements of safe operation are met. My biggest concern is the larger group transportation for special events. So thirdly, interview several companies, asking them relevant questions regarding insurance, vehicle age and maintenance, driver/chauffeur qualifications. Review comments and posts on the internet about their service, research their rating with the BBB, investigate their standing with the State/Government websites that oversee transportation companies in your location. Lastly, be prepared for the day of your special event to “Say NO!” If the vehicle shows up and appears to not live up to your expectations of safety or what you were sold over the phone, say “no thank you”. You are the last checkpoint for safety! Events can be rescheduled. Unfortunately, not listening to your gut reaction about the safety of the vehicle you’re getting into, could be a fatal decision. 

In closing, the loss of life due to the continued illegal and negligent behavior of a company responsible for making “Epic” memories is disgusting and horrific. We all need to work together, Government, transportation companies, drivers/chauffeurs, observing motorists and the creation of informed consumers, to working together in the outing of companies that do not respect their obligation and commitment to safety. Education of the consumer as to what the real costs are of the services we provide rather than just matching prices to get business. As an operator, hold your ground, continue to do the right thing and take the time to educate the consumer about your value in the marketplace. As the consumer, trust your judgement, listen to professionals, review the information available and be willing to spend what it takes to ensure that you’ve chosen a provider committed to you and your event success. Drivers/chauffeurs, be willing to say no, your commitment to safe operation can be the last checkpoint between an epic adventure or a fatal experience.  

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When Little “p” Becomes More Important Than Big “Q”- A Race To The Bottom

Growing up, my family didn’t have much money, so every purchase we made needed to count! Quality of the merchandise was frequently the deciding factor for the purchase. Often, purchases were viewed as, “the better it is, the less frequently we need to replace it”. The Levi’s Co. used the slogan:

and Ford Motor Co. let you know regularly:

Once there was a time when companies took pride in the quality and performance of their products. They focused less on being known as the cheapest, and more on being the best. We valued having goods and services that met our quality standards, then our price constraints. We wanted to know at the end of the day, we could be proud of the purchase we made. 

So what happened? We started seeing more advertisement that looked like this:

Our culture, especially during economic downturns, became enchanted with getting stuff cheap. More companies started farming out their production to countries that didn’t have the same labor standards we have domestically, and focused less on customization or quality and more on “One size fits all”.Due to the slashing of prices, businesses focused less on having, the best people making the best products, to focusing on the bottom line and growing their market saturation from ideal customer(profitable) to all customers(low margins). Businesses began finding the cheapest and quickest way to sell. All to often, in order to do so, expertise/product knowledge and customer experience was sacrificed to provide the cheapest price. When the little “p” became primary, the big “Q” was just too expensive to sustain in their new marketing strategy. Customers quickly became desensitized to quality and therefore, adopted the opinion of “they all suck, buy the cheapest one”.

Sales people and marketers were given the ability to be less skilled and replaceable. The salesman could talk to 10 customers and provide the lowest price to get a deal versus, find 10 customers who understand the value of your service and expertise, to buy at an acceptable margin. Many marketers have changed their overall approach with businesses to a one size fits all mentality of market saturation, holding onto the value of, there are no bad customers. In the online age, businesses are fighting for “clicks” and “views” versus profitable sales. As business owners, we’ve become accepting of lower conversion rates to sales and less focused on the quality of the sale. 

Now don’t get me wrong, everyone likes a deal on readily accessible products! We all have at some point searched for reputable product “A” on the big online jungle stores in an attempt to get the best price possible. Usually, when I have done this, I have complete confidence that the product I am buying is exactly what I need and I have confidence in the form and fit being exactly the same as what I have bought in the past.  When purchasing on price I have lowered my expectations of the product/service’s purchase terms, performance, durability and long term support. I expect that there will be issues and in order to find a solution to those issues I will be forced either into the bottomless phone system or an online chat with a robot! But, when it comes to something that has to be right, perform at high expectation or ensure an event or milestone need is not an embarrassment, I’m going to focus on the quality and spend as much as I can afford to get it right!

As a small company in the chauffeured transportation industry, I’m proud that I provide a high quality product to my clients and do not focus on being the lowest price. As a small business owner, I focus on acquiring the right clients that match my long-term business strategy. I don’t want anybody looking for car service, but instead, those who match my most successful client profile who desire a trustworthy partner. I understand their needs, demands and expectations. I know what attributes they are looking for in a chauffeur/concierge and I work diligently to recruit the best talent available to provide these services. The right customers understand the costs of providing consistently excellent experiences and are willing to buy from you without the expectation of being cheaper than the other guy, as long as you continue to provide them with excellence. 

In closing, here are 8 suggestions on how to recreate an emphasis on the big “Q” and ascend to the top:

Be laser sharp in your marketing, know your ideal client and commit operationally to serving that client

Don’t compete with businesses that are outside of your expertise. Be the best at what you do and don’t try to be all things to all people.

Hire the best people out of desire. Don’t hire out of need. Know your growth projections and begin your hiring process early. Don’t get trapped into hiring people that don’t meet your quality expectations because you need them now.

Don’t wait for the perfect clients to find you. Research where to find them and develop partnerships with other businesses that rely of closely matched demographics. 

Market your business daily to “pretty” clients. Ask existing clients if they would be willing to introduce you to like minded friends. 

Be a sales professional. Ask questions to understand client desires and history. If they fit your ideal client demographic, explain to them the value of YOU. If they don’t fit your expectations have three potential referral companies at the ready to help the client out finding what they need. I’ve actually had some positive results by doing so and won over ideal clients who were playing hard to get in initial conversations.

Live up to your promises and do what you say. Nothing burns a bridge with high value clientele than being complacent and insincere. 

Create an environment of positivity and attention to details. 

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Who Do You Call? “Call My Guy”

"I get by with a little help from my friends"- The Beatles. We all need friends in life to help us through the bad times, but as well, we need them in the good times. In life though, most importantly, everyone needs a "Guy". In business, having "Guys" and "Gals", that serve well as great referrals when needed, can help win the trust of those you seek to build relationships.

Having the perfect "Guy" for your associates when the need arises, becomes one of the best relationship building tools you can have in your business tool kit. When determining who your "Guys" will be, you need to keep three things in mind before making those referrals:

Know your “Guy’s” capabilities and that the business fits your referral’s needs

Have a track record with your “Guy” and know that they will make a lasting positive first impression

They have to be extremely reliable and exceed your expectations on a regular basis. 

If your a vendor, you might be asking yourself; How do I become the “Guy”? It’s not easy and sometimes takes months, if not years of consistently proving yourself to your clients, before they are willing to stick their personal reputation out on the line for you. Here are the three things you need to be the “Guy”:

Be consistently great and genuine in your desire to serve their needs

Be easy to work with, always offer suggestions that make sense and show your committed in their successes, never over promise and under perform

Stay involved with your clients, personally and professionally, treat them like they’re family and don’t sell to them, suggest

In closing, being the “Guy” and knowing the right “Guy” is hard work and takes a true commitment to maintaining a reputation of excellence in all that you do. Good luck in the pursuit of knowing and being the “Guy”

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Reputation Protection at Its Best!

So, just how important is your reputation? Don't know how to answer this?Many of our clients are successful "C" level executives, politicians, current and former professional athletes/entertainers or serial entrepreneurs. They are used to taking risks in business, but not with their personal and professional reputations.

In the world of high stakes negotiation and public perception, your reputation will either open, or close doors to other opportunities and partnerships. Unfortunately, sometimes public perception can be tarnished by employing others around you, who want to appear much more important than they should.

Here's 5 steps to ensuring that your personal and professional reputations are protected by your vendors:

1- Interview well and ask questions with regard to their view points on privacy. (Hint: If they are willing to immediately drop client names to earn your business, you might want to think twice)

2- Make sure the companies you work with with will provide dedicated staff to your account. Less individuals involved, less cracks in the armor when it comes to protecting your privacy.

3- Bigger is not always better. Larger companies cannot always control the processes and access to scuttlebut about their clients, nor can they make some of the personel assurances that a smaller organization can.

4- Ask your vendor to put "skin in the game". Sign confidentiality or non-disclosure agreements with staff. This will help to protect you from Chatty Kathy spilling the beans about who, what, when and where.

5- Know the level of professionalism and experience with which you are dealing. Do those providing you with service understand the importance of your personal and professional privacy and reputation. Does the staff truly value their commitment to YOU?

In over 20 years of providing my services as a Chauffeur/concierge to higher profile and highly affluent clients, many of the complaints that I have heard from new clients have been geared around their former service provider. many were concerned with not working with the same individuals on a regular basis, concerns with chauffeurs associating their name towards the benefit of their other clients.

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Your An Adult Now.....!?

Your an adult now, Right? So why are you making important decisions and purchase solely off the Internet?

I get it that the Internet and 24-hour a day ability to buy is a huge convenienence. I have been known to buy phone cases, simple electronics or computers that have previously been spec'd out by a trusted advisor, in order to get a better price than I could get locally. But, why would we entrust a faceless, lifeless "artificial intelligence" to make decisions for me that will have a long-term impact on my life. I was talking to my insurance guy the other day and we were discussing working with the current generation that would like to spend the day texting rather than talking out an issue or determining whether or not a valuable product is a good fit..... He expressed to me that he had been referred to several clients in need of help with their insurances and he had some questions that he needed more detail and history. he told me that everytime he called this client, he'd leave a voicemail and 2 minutes later they would text him back, he'd call them, no answer..... they text back. He texted them and stated "I have questions and need to have a conversation with you, the information I need and the discussion we need to have is far more complex and important to try to handle this over a text. Please call me". Needless to say, the client did not call back. My industry is similar. I quite often receive e-mails in the middle of the night with nothing more than a date, time and question on price. I am more than happy to quote, but what exactly should I quote? What are the clients expectations? How many guests will they have? can I handle the number of guests? Is this for personal use or corporate use? What's the event? Am I a good fit for them to deliver the best overall experience?

All Companies Are Not Created Equal!! Take the time to interview potential vendors that will provide you with life impacting services. Develop a relationship and determine if this is someone you trust to handle the services you need and will depend upon. Quit relying solely on the Internet and a price! There are many companies that will quote you a low price, just to get your credit card number, the gotcha is when that low price doesn't fit your needs......... Then what do you do? Start Over? Not very effective is it?

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Determination or Dedication?

What’s Best for You? When I think about determination in the business world I think about a sales manager standing in front of his charges giving some motivational speech about beating the competition, working 14 hour days vs. 12 hour days, knocking on every door on every street. You can be determined to do many things in life, but today, I’m going to insert my ideas about determination vs. dedication.

Being from the service industry, I am determined that our customers have the best experience possible when they are in our Limousines, SUV’s and Limousine Coaches. But how can I ensure everyone else is just as determined, or better yet committed? Service is either in your blood or it’s not. You cannot just turn being service oriented, on or off. So how do we ensure that Great Service is embedded in our corporate culture?

1. Make Your Culture About The Customer- To be successful providing great customer service, you have to focus all of your energies on them, the customer. From the top of the organization down has to be “Dedicated” to providing the greatest customer service experience. Eliminate words like “Try” ad replace them with words like “Will”. 2. Hire Dedicated vs. Determined- So what’s the difference? An individual dedicated to great customer has it in their blood. They thrive off the Cu do’s from others bragging about the great service. Determined individuals will try real hard, but they typically fall shy of the mark, become easily disgruntled and will not live and breathe the mindset. Interview with a focus on what the prospective candidate says? ARE THEY DEDICATED TO LIVING YOUR SERVICE PLAN? 3. Talk About Great Service Expectations- As a company regularly talk about good and bad customer service experiences. Develop strategies internally to help others learn, while also ensuring that expectations are clearly defined and met. Communicating your standards and learning from your mistakes as a team are critical. Create Champions of Service in your organization.

4. Empower and Educate Your Staff- You’ve spent a considerable amount of time in the hiring process and the initial training process, as a great leader, you wouldn’t have hired someone you felt

was untrustworthy, would you? Provide your staff with the ability to make great customer service decisions. Provide them with the education about your organization so that they can understand what good and bad decisions look like. Talk about priorities with your staff. When they make a decision on your behalf, back them up! Realize their good or bad decisions are only as sound as the tools you provided. BE A COACH IN BETWEEN DECISIONS! 5. Keep It Simple- Don’t try to be all things to all people. Be what you are to your best suited clients and BE GREAT at it! When you complicate your formula for success by venturing too far away from your ideal clients, you are putting a tremendous amount of strain on your staff. They lose confidence in their abilities and they could lose confidence in you. Teaming great people up with a client base that is not your ideal can and will affect moral. Stay true to your ideal client vision, at the end of the day everyone will win and your organization will thrive! Cleveland Corporate Limousine Services (855) 867-2270

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Cleveland Is Alive!!

Cleveland is a Plum!......... If your from my generation you probably remember this slogan as our own way of differentiating Cleveland from the "Big Apple", NYC. For years us flat landers struggled with an identity crisis. We wanted to be metropolitan, but not too metropolitan...... and we slowly muddled along. Growth in our community has been tempid at best, and many of the most creative and forward thinking left to find other communities willing to embrace their ideas. Today, I am proud of our community and far we have come. We still embrace some of our hometown values, yet we've started embracing being "Metropolitan". We're making movies, winning awards for some of the best chefs in the world, our sports teams finally appear to be on the right track and the world is taking notice of what Cleveland is doing!

Our mantra used to be, as comedian Al Franken- playing Stuart Smalley on Saturday Night Live would say "I deserve good things, I am entitled to my share of happiness, I refuse to beat myself up, I am attractive person, I am fun to be with"........"I'm good enugh, I'm smart enough, and doggone it, people like me!" We World here we come! For years we've always said "to live in Cleveland, you have to be strong!" Well being strong, creative, dedicated, meticulous and still angry from being dissed by everyone has paid off! Bring us your movie crews, your press teams, your political party conventions, pro sports teams, relocating business, and we'll show you our passion, pride and excitement for this little sleepy town we call home! Can anyone find me a "Cleveland's A Plum" T-shirt? Cause the next time I visit one of those towns, I'm going to let them know "CLEVELAND IS ALIVE!!" Cleveland Corporate Limousine Services, LLC would be proud to take you on a personal tour of our home town. 855-867-2270

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Preparation Makes Perfection- Chauffeurs Are No Different

When people ask me what I do and I tell them, a "Chauffeur", their first response is always, "That sounds cool! So who have you driven that's famous?". My stock answer to every one is....... "Everyone I drive is famous in their own right". I think the point that most people miss about being a professional Chauffeur, is that it is not just about jumping into a fancy car and driving. Their is a level of preparation and planning that goes into being the best. Like any other profession, you need to hone your craft, in order to be the best. I thought I would share with you the "Day in a Life of a Professional Chauffeur." 1- Cleanliness is next to Godliness!- Part of the pre-planning for a professional Chauffeur is to make sure that your uniform is clean and pressed. Being well groomed and professionally attired is the first impression you make upon arrival and I believe, that first impression is the most lasting of our guests experience. 2- Research and Development- What? Yes, I research my clients itinerary, make sure I understand where they are going, understand what type of event we are planning and the venues they will be playing. I will also try to locate my Client on Facebook, Twitter or other social mediums to try to get an idea of their personality or better yet the event they are attending. Research is key to a professional Chauffeurs ability to immediately and positively connect. 3- Develop a Personal Travel Strategy- Knowing where we are going for the evening and how to arrive is extremely important. A professional Chauffeur will develop their own personal travel strategy of what routes to take and understand any major congestion or construction issues that may arise along their route and will amply inform their clients of approximated timelines for travel. 4- Pre-Flight- I'm no airline pilot, but I do know that your airline pilot is at the airport hours prior to their flight to inspect equipment and familiarize themselves with the unit they will fly for that day. As a professional Chauffeur, I do the same thing. I crawl around the back of the vehicle and play with switches and knobs to ensure I know where everything is and how/if it works properly. Being early also gives me the ability to check something that may be malfunctioning and potentially repair it prior to a client impacting negative experience, this also becomes important to make sure the vehicle is safety inspected prior to departing the base. You can't plan for everything, but understanding your equipment and equipment condition can certainly keep you from crashing and burning with a negative client experience. 5- Fail to Plan, Plan to Fail- So you know your equipment, you have a clean, pressed uniform, you've researched your personal travel strategy, the client and now your pulling out of the garage with plenty of time to arrive at your clients pick-up location on-time, relaxed and prepared to deliver a positively memorable experience. Call your customer on the way and make sure that they didn't forget something and make the offer if there is time enough to pick-up any last minute items they may have forgotten. Success! is now your motto.... Better preparation allows for the professional Chauffeur to be better prepared for the unexpected as well! Call Cleveland Corporate Limousine Services to find out how our Chauffeurs prepare. 855-867-2270

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All Dressed Up And No Way To Go!

On a frequent basis, I receive distress calls from people who thought they had selected a reliable transportation company for their "Very Special" event. Their story typically starts like this, "How quickly can you get a limo here for my (insert special event here)?"...... "I'm Desperate!!" Unfortunately, all too often these calls come on the busiest weekends of the year and usually with very little time to actually be able to get a vehicle there in time to keep their day on track. As a businessman, I can't fathom just leaving someone high and dry without any fair warning that you can't or won't be able to live up to your commitment. All to often though, it happens. Typically these situations are created by companies that already have a very poor standing in the community. With many of the folks that I have conversations with I ask, "Why did you choose this company?". The response is almost the same every time......"They were the cheapest I could find and they didn't want too much money down to hold the car", My response, "Oh, I see, so the most important event to you and price was more important than any thing else...." I know it sounds cold and harsh, but I really do not mean to be. So here is my advice to anyone planning transportation for their "Very Special Day": 1- Interview several companies before making a choice. ask pointed questions about their deposit policies, contract policies and most of all, do they have a written policy with regard to refunds for failure to provide service? If so, how quickly will they refund pre-payments and will they provide that to you in writing? What is their breakdown policy? 2- Don't discuss pricing until you have researched the company. Better Business Bureau is usually a great source for finding "Really Bad" companies, unfortunately, not all of them show up there. Use social media to ask for referrals from friends and contacts. Listen to your gut about the person on the phone that you are talking. I am a true believer that my gut impression, I just have to learn how to trust it! 3- GET IT IN WRITING!!! Make sure you get a contract or a confirmation with written terms and conditions. If the company will not provide you with written confirmation prior to your event, walk away. More often than not, your deposit will be gone. 4- Be a Pain!....... Literally, call in and spot check your reservation multiple times in the months/weeks/days prior to your reservation. Make sure they recall the information they have to you and that the dates, times, number of passengers/type of vehicle are correct. 5- I know your probably sick of hearing this phrase, but here we go again....."IF IT SOUNDS TO GOOD TO BE TRUE, IT PROBABLY IS!" I hope this information helps you plan your "Very Special Day"! Feel free to call us to learn more about choosing the right transportation company for you. Cleveland Corporate Limousine Services, LLC 855-867-2270

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Where Have All The Good Ones Gone?

What has changed in our society over the past several years, that has changed our culture so much, that we are willing to accept mediocrity? There was a time in the not so distant past, that everyone was on the "Value" bandwagon and talked about professionalism, reliability, being meticulous and providing exceptional experiences....... Being in the limousine and chauffeured services industry, I have become quite sensitive to expecting quality service and delivering quality service. Recently, I took a group to a large Northeast Ohio outdoor concert venue, looking around the Limousine Lot, it was impressive to me the number of limousines, sedans, vans and buses that had gathered. It never ceases to amaze me how large my industry has grown since the early 1990's when I first started as a chauffeur. As I looked around, I noticed a prevailing trend that to me is disturbing, more and more of my counterparts which I refuse to call chauffeurs, but rather, drivers have no desire to be professional or live up to the decorum that my generation had become accustomed to in the "Chauffeured Transportation" Industry. I saw "drivers" in Bermuda shorts and straw hats, tennis shoes and golf shirts, one driver was wearing a tank top, ripped shorts, flip flops and a baseball cap! At first, it was difficult for me to separate out who were passengers and who actually was supposed to be the safe, sober ride home for the night? I guess the purpose of my above rant is this: Why has our society become so willing to sacrifice class and elegance (The Limousine/Chauffeured Transportation Industry) for what amounts to cheap? If you want a cheap service, why wouldn't you call a van service? Unfortunately, our local industry in Northeast Ohio has sacrificed service, professionalism and class for $cheap$ hourly rates, tricky surcharges and bundled pricing in an effort to simply compete on price. As I review the Internet and see limousine reviews I notice one recurring theme........... Lack of professionalism, embarrassing! It is apparent that our customers are starting to realize..... the price they paid, was exactly that cheap...... What's wrong with being on the "Higher Side of Reasonable" and providing a value driven, professional service that represents our industry in a respectable manner? I believe, if you offer a GREAT professional service at a reasonable rate and deliver upon your commitments to your client, and obviously dress professionally, everyone wins! Positive memories are created, Kodak moments are created with the mystery suit and tie chauffeur and their enjoyable experience creates more business for our industry as a whole! Today, I challenge every Limousine and Chauffeured transportation company in Northeast Ohio.......... Press your black suits, break out your ties, shine your shoes and shine! Our customers deserve a greater value than our industry as a whole is delivering.......

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I constantly hear others saying “I want to be known as the Greatest……!” You fill in the blank, plastic surgeon, waitress, salesman, cook, chauffeur,………

In the movie Spiderman the best line ever was “with great power comes great responsibility….” Well with Greatness, comes great sacrifice! As a...

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The Price of Greatness- What's your Sacrifice? 5 Steps to Achieve Greatness

I constantly hear others saying "I want to be known as the Greatest......!" You fill in the blank, plastic surgeon, waitress, salesman, cook, chauffeur,......... In the movie Spiderman the best line ever was "with great power comes great responsibility...." Well with Greatness, comes great sacrifice! As a professional in the limousine and chauffeured transportation industry, I have one chance to be great and the preparation and planning that goes into it, is exhausting! But, the results I must say, most rewarding. 1) Pre-Planning and Preparation It's hard to forecast all the variables that come into play with any event in life, but understanding what you envision as an acceptable final outcome and working backwards to understand the environment and potential roadblocks will lead you to delivering Great results. 2) Ask Questions to Seek Enlightenment Ask questions of everyone, clients, employees, managers, owners....... Asking questions will lead you to expectations and expectations will define for you what Great results look like to others. Its important to measure up what your definition of great is to what others define as great. 3) Execute on Your Plan This is such a generic statement! But, it is key to achieving Greatness. You've spent the time pre-planning and preparing for success, you've uncovered and determined what the roadblocks are...... So why wouldn't you do everything possible within your control to execute? When you execute your plans, you become the one in control of your destiny, success or failure resides squarely on your shoulders. Include those around you on your plans and train them on how to execute. 4) Faith In business they say there are 3 major no no's.... Don't talk about religion, sports or politics. So I will try to keep this as non-denominational as possible. You need to have faith in a being greater than yourself to achieve greatness. This faith will give you the power to run through the roadblocks from time to time that will pop up outside of your plan. Do not be afraid, your faith will show you the right way to accomplish your goals. 5) The Golden Rule Don't forget, "Do unto others, as you would have done to you!" If you want to achieve Greatness you must be well respected and inclusive of others experience, strength and hope. If you live your life stepping over the bodies to get to the other side of the battlefield, you will not have the respect or devotion needed of the troops to get to the ultimate goal. Greatness is not a single individual achievement, it takes a team. Your respect, love and adoration for the team will ensure that everyone wants to see you win. You have to have others pulling for your success.

Cleveland Corporate Limousine Services, LLC 855-867-2270

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Quality Vs. Quantity: A How to Guide to Picking a Limousine Company

The limousine industry has done a very poor job delivering upon the price versus value proposition. As a consumer, you should know 3 very important things about our industry, 1- not all limousine services are created equal, 2- just because they have a web-site and call themselves a limousine service doesn't mean they are doing this right or even legally, 3- buyer beware..... if it sound too good to be true, most likely it is. I think the number one issue that gets the consumer in trouble with regard to ensuring that their limousine experience is the best it can be, PURCHASING SOLELY ON A QUOTED HOURLY PRICE! Many companies will quote an hourly fee, but not disclose the actual additional surcharges, mileage charges, taxes or gratuities until the day of service when the car arrives and the balance due is much different than what you thought you agreed. If you follow the below 5 steps when interviewing companies, you will have a much better chance of ensuring you and your guest a wonderful experience:

To avoid this pulling up, follow these steps! 1- Ask your friends and others for their recommendations of services used in the past that they had GREAT experiences. By doing this, you can develop a short list of companies that you can interview for your event. 2- Before calling to companies in your interview process, know your expectations for the event. It is always best to have as firm a head count as possible, ideas of venues you plan on going and a fairly firm pick-up and drop off location. (FYI- if you plan on making several stops at the end of your event for drop-offs, communicate this upfront. It will most likely save you unexpected additional charges the day of your engagement through pre-planning.) 3- When calling companies, don't be afraid to interview them to ensure you make a decision that is the best fit for you. Find out how long they've been in business, do they have experience working with the type of event your planning, how are their chauffeurs uniformed, ask them to explain the training that they provide for their chauffeurs. You will also want to ask for the company to provide you with proof of their commercial insurance. When I stated previously that not all limousine companies are created equal, I meant it! There are several companies I have come across that are not insured for commercial passenger transportation. Unfortunately, if one of these companies are chosen and God forbid there is an accident, YOUR WILL NOT BE COVERED FOR YOUR LOSSES! 4- Don't base your decision solely on price. High or low. I have heard stories from customers where they paid twice as much and got something that obviously wasn't safe to be on the road. Be willing to take a road trip and visit the company you want to work with and see the vehicle(s) that you will have for your event. This will also give you an opportunity to put a name with a face and see firsthand how they present their company. 5- Get it all in writing! Makes sure once you've made the reservation you see their terms and conditions prior to your event. Make sure you sign a contract and receive a confirmation receipt with balances due and deposits made. If you follow these tips, you will be well on your way to ensuring that your next limousine experience is absolutely FABULOUS! Cleveland Corporate Limousine Services is please to answer any questions you may have 855-867-2270