Panel Convenes to Learn More About What Clients Expect From Their Limo Service
Attendees at the recent Regional Limousine Association convention observed a panel discussion about what clients expect from their limousine service. The subject was well-chosen and timely, as the limousine industry appears to be in a transitional period. This is primarily due to the weak but improving economy and smartphone applications that are impacting limo service market share in some cities.
After some discussion and soliciting ideas from the audience, the panel of industry experts cited three main things that clients look for in a limo service:
Transparency in terms of limo rental prices and comfortable occupant capacity was one of the clients’ most important expectations, according to the panel. Many attendees cited prices that were quoted on the phone and on limo companies’ websites that bore little resemblance to the actual cost of the limo rental at the end of the event.
Other attendees mentioned chauffeurs that talked and texted on their cell phones while driving guests, failed to treat their guests with courtesy and other examples of unprofessionalism that were plaguing our industry. Secret shoppers hired by the limo rental industry cited chauffeurs smoking outside their limos parked in front of churches while their wedding guests were inside as unacceptable behavior. Panelists stressed the importance of chauffeurs being professional at all times during the limo rentals whether their guests were around or not.
- Customer Service
Other attendees mentioned poor telephone etiquette, stranding clients on hold for long periods of time and staff members that were unable to answer simple questions as examples of poor customer service that alienated clients.
We have been in the San Francisco limousine rental business for a long time now and have seen and heard of each of the incidents described above. However, we believe that our guest-oriented approach to transparency, professionalism and customer service has been integral to our success from the very beginning. We constantly strive to improve on these and other important facets of our business in order to better serve our guests. If you’re planning a special occasion and are looking for a Bay Area limousine service that walks it like they talk it, call us at NLS Limo today at 1-800-339-8936. We look forward to hearing from you!