BUS CAPTAIN TRAINING 2019 - A Goff Limousine & Bus
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BUS CAPTAIN TRAINING 2019
CHARTER 101:
Service Standards
& Protocols
The OLD method for calculating guests’
dissatisfaction with service…
A dissatisfied
consumer will tell
between 9 and 15
people about their
experience. About 13%
of dissatisfied
customers tell more
than 20 people.
Source: White House Office of Consumer
Affairs, Washington, DC
…pales in comparison to the immediate and worldwide reach of the internet
IN AN INSTANT, THE WORLD KNOWS
EVERYTHING THAT HAPPENED IN YOUR CAR
(OR AT LEAST WHAT THE GUEST SAYS HAPPENED)
• 1.71 Billion users worldwide
• 945 MOBILE users
• EVERY modern language
• 145 Million visits per month
• 80 Million MOBILE visits per
month
• 18 Languages
Yelp statistics by DMR
Facebook statistics by STATISTA
• For every customer complaint, statistically there are 26 other customers who have remained silent Source: Lee Resource Inc
It takes 12 positive service experiences to make up for one
negative experience
>
Source: “Understanding Customers” by Ruby Newell-Legne
Attracting a new customer costs 5 times as much as keeping an existing one Source: Lee Resource Inc.
Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. Motor Coach Transportation is ALL ABOUT the experience! Source: Harris Interactive, Customer Experience Impact Report
QUESTION:
What is the best way
to ensure great
service?PRINCIPLES OF MOTOR COACH SERVICE: Trip Preparation Bus Captain Welcome Service Protocols Appearance Responsiveness Closeout
PREPARATION 1114 Ballentine Blvd, Norfolk VA 23504 Phone 757-625-4633 Location Manager: Chris Rambo Shop Manager: Tim Smith Coordinator: Sheryl Hall Vehicles Vehicle pickup and drop off procedures: • Get current door code from dispatch • Vehicle keys will be located in/on vehicles • Personal vehicles parked in designated areas. DO NOT BLOCK ANY GARAGE DOORS. • Personal valuables should not be left in company vehicles.
PREPARATION Operational Information, Forms, Interactive Reporting on the website portal: https://agofflimo.com/bus_captain_chauffeur_portal/ Current Password: __________________________
PREPARATION Closest Quarles Local Locations • 4545 Progress Road, Norfolk, VA 23501 • 2401 Turnpike Road, Portsmouth, VA 23704 • 3471 South Military Highway, Chesapeake, VA 23320 • 617 Wesley Drive, Virginia Beach, VA 23423 • Location Finder 1-877-444-3835 AND ON PORTAL Quarles Cards may be used at any commercial station that lists Voyager on the pump.
PREPARATION
Paperwork
ALWAYS try to have physical paperwork/trip ticket
Highlight/circle key elements on the trip ticket in order to re-verify and error-proof,
such as:
• Date
• Time
• AM/PM
• Pickup/drop location
• Vehicle/service type
• Flight info (if applicable)
• Guest phone #/contact info
Confirm vehicle assignment with dispatch,
and assess if it is appropriate to perform trip
• Is there enough space for indicated #
of guests and luggage?
• Is location reachable by vehicle type
(i.e. bridge weight/height, unpaved roads, etc.)PREPARATION
Routing
Review the routing for the trip; determine
the best route and several alternates
utilizing the following tools:
Google Maps
• Google Earth for satellite photo when
possible; gives a physical image of
location.
• Contingency plan for alternate route in
case of traffic or weather issues.
• Enter location into Google web search.
• May reveal that address is a business or
landmark, and easier to spot from street.
GPS
• Route trip.
• Compare to map and note differences.
• Note and adjust as necessary.
• Program alternate routes.PREPARATION Historical Data Google Web-Search Enter guest/group name into Google May return insight on guest/group; needs/interests Learn and practice pronouncing guest/group name Dispatch • When possible, ask dispatch to look up travel history • Are preferences noted? • What other Bus Captains have transported group? • Contact other Bus Captains to see if they have recollection of group. • Directional or routing notes from prior pickup locations. • Has there been any feedback? • Complaints? • Compliments?
PREPARATION Bus Captain Kit & Supplies Any black carrying case which holds critical supplies. Typical Items • GPS (Garmin Diesel) • Maps • Phone/Tablet Chargers • Tape • Screwdrivers • Flashlight • Notepad • Pens • Pocketknife • Spill Kit • Broom/Mop • 10 Trash Bags • Sign Making Supplies • Gloves • Paper Log • DOT Paperwork on Bus and Bus Captain • Extra Clothing/Food • Paper Towels, Extra Toilet Paper Rolls • Big Container for Water (Collapsible and Durable is Best) • Toilet Refresh Chemicals (Inca Gold, Packets, One Shot, Etc.) • Extra Oil, DEF, Coolant
PREPARATION
Time Management
Estimate how much time is required to prep prior to start of day
Estimate personal travel time to reach office/vehicle
• Add 25% contingency
Allow appropriate time to inspect and prep vehicle
• Double it
• Vehicle may not be properly cleaned and/or
prepped
• May need to wash, vacuum, deodorize vehicle
• Vehicle may have mechanical or cosmetic
issues rendering it unusable
• May need to switch vehicle or effect repair
• ALWAYS assume the worst and allow time to remedy
Estimate travel time to pick-up
• Research traffic conditions patterns
• Google maps : type in “traffic conditions” and
use the name of the city
-VDOT Website www.usroadconditions.com/va.shtmlPREPARATION
Time Management
-Research construction projects that may contribute to delays
-Add 50% contingency to estimated travel time
-Allow for arrival 60* minutes prior to scheduled p/u time
Have an estimated time of travel ready for your guests if asked
-BE CONSERVATIVE!
-Estimate 25% higher
-Let them be pleasantly surprised rather than disappointed
Allow time for the unforeseen
-Guests late, unscheduled stops, etc.
It is much preferable to be early, and have extra time on-site to review routing, scout
the pick-up location, or even just take a breath and relax. Guests can readily sense
when Bus Captains are rushed or tense. Better to be early and present a relaxed,
prepared demeanor.PREPARATION
Vehicle Familiarization
Know where essential controls are located
See Portal for Manufacturer Links
• Pre-set as many controls as possible
• GPS
• ELD (Currently Blue Ink Tech – Soon Saucon)
• Temperature
• Radio Stations
• MirrorsTHE WELCOME Personal Appearance A professional appearance is essential to a favorable impression with customers. Good grooming and appropriate dress reflect employee pride and inspire customer confidence.
THE WELCOME Personal Appearance Avoid fragrance Formal business attire per company standards • Class 1 – Black Pants, White Shirt • Class 2 – Add Tie & Coat Wardrobe clean and in good repair.
THE WELCOME Vehicle Washed Swept Spartan Fragrance-free Radio Temp • Set between 70-72 degrees dependent upon season
PROTOCOLS
Pickups
• Name sign in front or side window
• Arrive 60 minutes in advance
• Text group leader 15 minutes prior
• Call 5 minutes prior
• Location
• Hotel/office
• Visible
• Loading door access to exit door
• Ease of departure/avoid having to back-up
• Airport
• Offsite until called by group leader
• Meet & greetPROTOCOLS
Pickups
Guest interaction
• Greet formally
• Good morning, etc.
• Addressed by name when
possible i.e. Mr. Smith, Ms.
Jones otherwise with “Sir” or
“Ma’am”
• Assist with baggage
• Offer, but do not grab or take
items without permission
• Place items at side or rear of
vehicle then load guest FIRST,
luggage SECOND
• Note the number and type of all
itemsPROTOCOLS
Pickups
• In vehicle
• Confirm the number and type of baggage loaded
• Confirm destination/stops
• Point out features
• Exit Windows
• Restroom
• Wi-Fi Password
• 110 Volt Outlets
• Entertainment Controls
• SeatbeltsPROTOCOLS
Driving
Driving style
• Two hands on wheel
• Glide in and out of stops
• Do not exceed posted or safe speed
• Avoid unnecessary lane changes
• Avoid risky maneuvers and illegal driving
• No shortcuts through parking lots
• Light touch on brakes, use natural
deceleration as much as possible
• Avoid sharp turns
• Drive as if there was a glass of water on
dashboardPROTOCOLS
Arrival/Unloading
Announce approach to destination
Position vehicle
• As close to location as reasonable
• Door side adjacent to destination
• Safe location for guest to exit
• Do not let guest exit in street
Engage park and exit vehicle quickly
• Release luggage doors if applicable
• Wait at bottom of stairs for passengers to exit
• If assistance is needed, offer forearm, palm down
• Remind guest to collect any personal items
• Cell phone
• iPad
• BagsPROTOCOLS
Arrival/Unloading
• Attend to any baggage
• Place on curb, NOT
in street
• Inspect passenger
cabin to verify that
guest has not left
any personal items.APPEARENCE
Professional Decorum
• Formal greetings and titles
• Speak in complete sentences
• Pleasant and welcoming at all times
Engage as engaged
• Do not offer handshake first, shake only in
response
• Avoid making judgements regarding your guest
• Everyone deserves excellent service
• Do not initiate non-essential conversation.
• Do not fill empty space with chatter
• When engaged, avoid controversial subjects
• Religion
• Race
• Politics
• Under no circumstance discuss
• Personal matters
• Company businessRESPONSIVENESS
Be prepared to explain processes to guests
• You are the professional
• It is important that guests understand
in order to feel fully cared for
Every action should be untaken with the goal
of pampering the guest
• Avoid “No”, try to find ways to be
helpful
• Find ways to go above and beyond
• Client, NOT friend
Changes are part of our business
• Be prepared to:
• Reroute
• Add to an itinerary
• Extend or shorten trips
• Rely on experience and training to
improvise when neededRESPONSIVENESS
Issues
• Immediate acknowledgement, do
not try to hide or sugarcoat
• Assume ownership
• See through to the solution
• Apologize
• If your fault, acknowledge
• If other’s fault, express
empathy
• Utilize resources
• Dispatch
• Support staff
• Hotel
• Airport
• RestaurantCLOSEOUT When the trip is complete: • Assist with doors & luggage as discussed prior • Remind the guest to gather their personal items • Ask if there is anything else that you may do for them The job is not done when the destination is reached, it is important to ask if there is anything else the guest requires. This is what separates our industry as Hospitality providers rather than simply transportation companies. If guests simply wanted transportation, there are much less expensive and readily available options…guests do not hire us to get from place to place; they hire us to provide good feelings, a level of pampering that is outside the standard experience. As such, it is critical to ALWAYS thank guests for their business. They MUST be appreciated, lest they be inclined to send that business elsewhere!
CLOSEOUT
Paper Ticket
• Complete
• Accurate
• Legible
• Signed
• Timely
• 12hrs
Online Portal submission
is preferred.You can also read
