VIP transport is an industry where you observe people being themselves — without office masks, presentations or interviews. In the car, between meetings, after a flight, on the way to my daughter's wedding. A year in this job teaches you more about human behavior than many books about psychology. A few observations.
Observation 1 — The most demanding customers are the least difficult
The president of a large company, a politician, an industry star — they expect perfection, but usually treat the driver with respect. They know what good and bad services look like — and they can appreciate the difference.
Those who are more difficult to use are often those who have their first adventure with VIP transport — because they have ideas from movies and advertisements, not from experience. The driver's task is to gently accustom them to reality.
Observation 2 — A phone call is no substitute for personal confirmation
When we call the client the day before the trip and ask "is everything up to date?" — 30% of conversations reveal a change that no one reported. Different time, different address, additional passenger. Without a telephone — the order would start with an error.
Automatic SMS confirmations have their value. But they won't replace a person who will call and ask.
Observation 3 — Silence is a scarce commodity
We've found that many passengers appreciate a quiet ride as much as a luxury vehicle. For a person who spends all day in open space, has 11 meetings and receives 87 text messages — 40 minutes without stimuli is a luxury that he will not find anywhere else.
We have accidentally become purveyors of silence. And that's good.
Observation 4 — A delay due to our fault is forgiven. Lie — never
We had several situations during the year when something went wrong — vehicle breakdown, unplanned delay. Each time we called immediately, told them exactly what had happened and offered a solution.
None of these customers left. However, certainty — that we tell the truth, not fairy tales about traffic jams — is what builds long-term relationships.
Observation 5 — Small gestures come back as commands
The customer left his tablet. The driver brought him to the hotel at 10pm for no extra charge. The client recommended us to three people from the management board.
Water cooled to the right temperature, door open before you reach out, text message confirming that we are waiting — these are not costs. It's an investment in referrals.
Observation 6 — Customers come back for a variety of reasons
Someone comes back because they are satisfied with the vehicle. Someone else — because they like a specific driver. A third party — because they know they will always get the invoice the next day and they don't have to ask for anything. Everyone has their own reason. Our job is to have many of them, not just one.
Trust in premium transport is built one job at a time. And he loses one bad one — which could have been predicted.
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