Knowledge is so powerful, isn’t it? Knowing that you’re in the hands of someone who really knows their stuff is a reassuring experience. In addition to in depth knowledge of the legal and procedural requirements, our bookings team are also experts in airport and train collection and drop off points. When you add in their ability to read the roads and know when and where traffic flare ups will occur it makes me think they’ve had Jedi related training in these areas.
When thinking about knowledge and how powerful it is, I think that the greatest value actually lies in how both the booking and driver teams use their knowledge of our customers to make our work for them better. When we have new starters, they often think that we are looking for them to be quick on the phones, because there’s usually more than one ringing at any time. Our approach is to encourage them to slow down. We ask them to do this so that they can really get to know our customers.
When Mark S. calls us to make his bookings, we know to ask him if he will hand luggage or checked luggage as well. When it’s the former, we know that he will be through arrivals much quicker and will be ready to collect him at the right time, even though he always forgets to tell us this. Similarly, when Mrs P. calls us to arrange the collection of her adult children and their families from airports at Christmas, we know to double check the flight dates with them directly as she sometimes tells us they are coming in to different places to where they’ll actually arrive. It’s by getting to know our customers, that we learn about how best to serve them and think of their needs, even when they’re not thinking of those kinds of details themselves.
We also know that learning and becoming more knowledgeable is a never ending activity. There’s a quote by Maya Angelou, which brings this to life beautifully:
“I did then what I knew how to do. Now that I know better, I do better.”
We don’t think we know everything there is to know about our customers. We don’t think we know everything that there is to know about how best to serve our customers. We don’t presume to have the knowledge to solve every challenge that will come the way of our business over the coming years. But what we do have, is a collective, experience based knowledge which will give us the confidence to work together, share our ideas and make decisions together.
And I don’t mind sharing with you, that this is a very empowering thing. It enables us to apply ourselves in new and different situations – and as all journeys and all passenger needs are different, it makes sense to use our knowledge and experience to best serve each individual passenger as they travel from A to B, safely and in style.
To book your next journey from A to B safely and in style, please call the team on 01223 440040 or email email@example.com with the details.