Chauffeur Blog of DrivenByQ

The Relevance Of Irrelevance

2012-02-12T17:38:00.000Z

I’ve never heard of you, I don’t know who you are, we’ve already got someone who provides your service and we’re happy with our current supplier. These are all the typical replies we hear when contacting potential customers. In addition, all they really want from their chauffeur provider is reliability. So if their current supplier ticks the box, why change?

After a year of trying to grow DrivenByQ in a different geographic area, I’ve come to the conclusion that selling a chauffeur service to corporate clients (business-to-business) is a tough challenge. I don’t mean tough as in hard graft, just that whatever we try has little effect. It can often leave you wondering if you should even try at all?

Luckily, after years of running a business I’ve learnt to become analytical and identify when ideas stop flowing or when the creative spark dries up. In response, instead of feeling frustrated, I simply recognise it is time to do something different - like engaging in what appears to be an irrelevant exercise. This is because it is becomes relevant to the overall situation.

Attending a random event or having a change of environment often helps to clear a mental block. To the outsider looking in, it can appear somewhat absurd but to the business owner who understands the value of the outcome, it is priceless. So if you spot me at a designer cheesecake festival would you be surprised?

Social Media And Time For A Pint

2012-02-06T07:35:00.001Z

Would you walk in to a bar, stand on a chair and shout out loud “I would like to introduce myself. I’m X, I sell Widgets and I’m brilliant. Here are my contact details”. What if you then threw your business cards at everyone and walked out? Would you expect a flood of enquiries?

When it comes to social media and online networking, some people forget that as humans we have been around for thousands of years. Over that time our social skills have developed, evolved and matured to an undeniably refined level. In addition, we have learnt to discriminate and distinguish between what we like, what we don’t like and in particular, who we buy from.

In the last two blogs I wrote about face-to-face networking and how trust or credibility in business grows with time. However, some people assume that because social media is a new technology, a new set of communication skills must be employed to engage with it and age-old methods can be forgotten. Unsure of what these new skills are, they broadcast random comments in discussion forums and hope for the best.

Personally, I think electronic communication requires more effort, not less - the very fact that our tone of voice or body language is not available to help convey any emotion or meaning behind a message means we have to work harder to establish our credibility or authority on a subject and this is only done through open discussion rather than one-way conversation.

So for the business owner who ventures online, maybe they should realise people haven’t changed and neither have their social skills. The only element of difference is purely and simply the technology! I wonder if they ever walked in to a pub, bought a drink, stood by the bar and made some small talk with a stranger. After all, isn’t that what being sociable is all about?

The Basics Of Networking

2012-01-30T15:24:00.001Z

Following the theme of last week’s blog, you might have noticed a lot of networking clubs and meetings popping up? Demand for them is strong and it goes to show small businesses are searching for new customers or have recently just started up. The thing is though a lot of the people who attend such events, do it without the basic skills required for effective networking. They are sometimes oblivious to the etiquette they should be following too.

As a member of a weekly breakfast group, I regularly deliver educational content to members on networking skills. To the uninitiated, my advice (when attending an event) is to identify someone alone and approach them or alternatively look for two people standing at ninety degrees to each other. The reason being, a ninety degree stance reflects an open posture and invites a third person. In contrast, two people directly facing each other are discussing business and it is rude to disturb them.

Once you have approached someone, say ‘Hello’, make some brief small talk (to break the ice) and ask ‘who are you’ and ‘what do you do’? In a short space of time you should be able to establish what line of work they are in; whether they specialise in any particular field; how long they have been established and if you can put them in touch with someone useful who might need their services or could supply them with something they need.

Now the most important thing to achieve from the person you are speaking to, is enough curiosity for them to ask for your business card. It is simply good manners to wait until you are asked because if you force your card it reflects badly on yourself and even more so on your business. Once you are asked however, it is an ideal opportunity to ask for their card in return. You should then be kind enough to let your new contact continue meeting other people and of course, you should move on and meet more people yourself.

Would You Give Your Keys To A Stranger?

2012-01-21T13:11:00.000Z

Would you do business with someone you just met? Maybe you would, maybe you wouldn’t. How about a stranger who spoke very loudly at you while they were eating food? What if they never asked what you did? What if they forced their business card on you and all they did was talk about them self?

At one of my first networking events, an experienced businessman very kindly gave me some excellent advice. He explained how networking meetings should not be viewed as a quick fix to finding new business. In fact it is the opposite. It takes time, it takes patience and it takes persistence.

He went on to ask me if there was something in life I really wanted. Something I would work my whole life for? I said yes, I would love to own a classic Ferrari sports car. He then asked me, “If you had that car and it meant a lot to you, would you hand they keys to a complete stranger and let them take it for a drive?”, you can probably guess at my reply.

The businessman went on to explain, it takes time to build a business and your customers are the same as the Ferrari. You would not let a complete stranger anywhere near them because of how precious they are to you. So if somebody approaches me today and asks for an introduction to a customer, do you think I do it within six months of meeting them?

Going Crazy About Being Touched

2012-01-15T11:21:00.001Z

If you speak to someone in marketing they often try to pin point the relevance of doing something. One example is a Farmer selling free range eggs by using a wooden sign at the side of the road. They could hand-paint a message and customers would respond. In contrast would the same type of sign work if you were selling nuclear powered submarines with a new specialist technology?

Other marketing professional’s state that anywhere a customer encounters your service or product they should experience a continuity of your basic values. These are known as touch points. They include the obvious like a business card or a web site but there are less obvious things too such as a telephone call or a training manual. These should all trigger a sensory stimulation relating back to your basic values.

All of this is something we have to take in to account if we are going to establish our company not only as an outstanding service but also as a recognised and respected brand. We have our logo ready to stamp everywhere and we have our nice business cards and even a social media presence but I’m starting to question if everyone on our team is really in touch with our basic values - even me, the Managing Director!

We need to go right back to the start and re-examine why we do what we do; why customers love what we do; and why we want other people to know how much our customers love us to do what we love to do! So, before we can go crazy with understanding where to deliver our message, it’s time to understand why we are crazy about our message!

Growing, Times Two

2012-01-08T17:57:00.000Z

Ten years ago, I attended a franchising seminar. The speakers discussed how to replicate a successful business and establish it in other geographic areas. Right now, we are questioning how to repeat DrivenByQ’s success in the same way.

Without the personal introductions we enjoyed in the past, our branding and corporate identity needs development. In particular it should stimulate the emotions that trigger a psychological response in a customer.

Admittedly, after the franchising seminar, it took me three years to devise a business model that would suit replication and up-scaling. It then took another six years to build and structure the management system and IT infrastructure that gives our business such a competitive edge. This year though, all that hard work and effort could come to fruition.

2012 may well be a tough year but it could also be the most successful of my entire life. This could be the year our second business grows rapidly; where the technologies we've already put in place get utilised to greater effect and the economies of scale get ramped up to such a level, our competitive edge is untouchable.

Simply Irresistible

2011-12-16T20:50:00.001Z

If you walk in to a supermarket and browse the aisles, you see a bewildering choice. The chances are though if you repeatedly buy a product which needs to be reliable you stick with what you know. It’s like the old saying, if it isn’t broke, don’t fix it.

In some ways corporate chauffeur services are the same. You find a reliable supplier and stay with them. Usually, the only reason to change is if you experience disappointment or if an external force dictates you work differently.

Last week I wrote about our core competencies at DrivenByQ. Let’s face it though, a customer doesn’t really care how advanced our cloud system is; or how well it is engineered. If a supplier ticks their box labelled ‘reliable’, they stay with them.

A customer is only going to change if something is wrong OR if a new supplier appears so tantalisingly irresistible they cannot refrain. Like one that looks so good; smells so great; feels so nice and tastes so amazing its rivals simply get left on the shelf!

Raw Speed

2011-12-12T00:51:00.000Z

So here we are, six and a half years after the creation of DrivenByQ and personally, I think we have become fairly well established in Wrexham. The plan is to go further though and continue developing. So the next stage is to expand and venture in to neighbouring areas, fostering a network of drivers while approaching new customers. Why though would anybody want to hire our services?

Last week I said it was time to go back to basics; to get beneath the skin of the business and determine our competitive advantage; to really understand what makes us better than anyone else? In the process, I have identified three critical components in the DNA of DrivenByQ. These are: our experience; the level of service we deliver; and the efficiency we achieve through investment in technology.

Our management team have engaged in everything related to the private hire industry from driving to pricing to licencing. Basically, we've been there, done it and got the tee-shirt. Our service is good too. From the surveys we have completed, everybody says we treat our customers like VIPs - not just the passengers but individuals who make bookings as well. As the MD I believe this is critical.

Now, here is the thing, I think that experience and service can be found in other companies similar to our own. What cannot be found though is the technology at the heart of our operation. While some in the industry still use pen and paper to manage their business, DrivenByQ have embraced the mobile era and developed a cloud system that delivers efficiencies our rivals cannot comprehend as even being possible. So, I’m now asking, why wouldn’t anybody want to hire our services?

Performance Tuning

2011-12-05T13:22:00.001Z

Following on from last week, my focus is turning towards plotting a course for growth. Surprisingly, I’m not planning for the medium or long term but more for the short term. I’m considering how we can accelerate the process of introducing new corporate customers but without the personal introductions which proved so valuable in the past.

Traditional marketing methods don’t seem to work the same for a chauffeur company as they do for other businesses. Our web site needs updating for sure and we’ve been getting quotes for that. There are other things I would like to spend on too but at the moment there are two big topics which need consideration within any plan. One is the European economy and the other is the mighty Katla volcano.

First things first though, we’ve already taken the most important step, freeing up my time to facilitate objectivity! It is starting to make a difference too. It feels similar to offloading heavy baggage from an overburdened vehicle. It improves the responsiveness, increases efficiency and achieves better overall performance - characteristics which are essential for competitiveness.

Before we make any further adjustments, I think it is time to go back to basics. It is time to re-examine not only how we secured our current portfolio of customers but more importantly, why they choose to stay with us. What we need is to investigate our key strengths and thoroughly understand why our offer is better than any competitor. All we have to do then is package that information in to a clear message which potential customers find easy to understand.

Route Planning

2011-11-27T10:55:00.000Z

If you were to go back and read some of my blogs this year, a lot of my time was spent fire fighting. In other words, I was dealing with day-to-day issues that popped up in business. I sometimes think of it as being on board a ship and running around fixing small problems.

In the last few blogs I’ve written about changes we’ve made and that I now have more time and freedom. It has taken time to delegate tasks (like invoicing, payments, driver rotas and customer enquiries) but right now, I absolutely love the fact I’ve got the time to walk up on deck, stand on the bow and take a look around.

So what do I see? Well, looking back there is a finely tuned machine. Our ship (DrivenByQ) is fitted with robust but futuristic technology, our team is incredibly efficient and there are distinguished regular customers on board (in some of the World’s biggest brands). We can justifiably be proud of our achievements so far.

Now if I look out across the sea and think about where we are going, we are ready to venture in to new waters, with new drivers already itching to join (the crew), more customers (or passengers) aware that we are coming and we have enough fuel (cash in bank) to take us on a journey. So the only thing left to do is plot the next stage of our expedition.

Changing Gear

2011-11-19T23:22:00.001Z

In the last two weeks, we've made some big changes at DrivenByQ. They have been long overdue. My last blog mentioned we’ve been operating with reduced man power for most of this year and it has affected growth. Now that we are back to full strength, we can finally implement some postponed strategic decisions.

A few months ago I wrote another blog about my time with a business coach. The most important issue to come out of this was that my time should be diverted to the tasks where I contribute maximum value to DrivenByQ - such as pursuing new customers, working on promotion and reviewing the business objectively.

My time needed rescheduling but first we had to discuss this as a team and make decisions together. I'm sure any successful manager will talk about the importance of 'buy-in' from their team when introducing changes. Surprisingly we reached a conclusion pretty quick with little debate.

So what have we done? Well, so far we have introduced another full-time driver. My hours on the road have been halved (and condensed), I have greater financial compensation, the marketing budget is in use and a certain spark of enthusiasm has been re-ignited. I wonder which one will have the greatest effect?

Mirror, Signal, Manoeuvre

2011-11-13T18:02:00.001Z

Last Christmas, I set the goal of doubling our turnover – quite a big task in the current economic climate! In order to achieve this goal, I knew a number of things would need to change, especially our promotion. Time would need to be allocated to our marketing strategy and its implementation.

In reality our growth is only 43% so far this year. The reason being each member of our management team needed extended time off to deal with issues in their personal lives. In support my time was spent on the day-to-day running of the company. As a consequence our growth plan was partially suspended.

On reflection, it has been a positive experience because it demonstrated our overwhelming resilience in times of crises. It has proven the strong bond between our team and it has accentuated the importance of allocating time for a leader to step back and achieve clarity when forming a strategy.

It requires a degree of ambition and a certain confidence for goals to be achieved. As the Managing Director of a company it is a new challenge to instil that belief in others so wholeheartedly. I really do believe however that once that belief is embraced and infused, the future success of our company, our team and all of our hopes and dreams can only be ever be one step closer to reality.

Past, Present & Future

2011-11-06T21:31:00.001Z

Ask a child if they know what a Pager is and they will probably look at you blank. It wasn’t so long ago that Pagers were the latest technology. It is the same for those huge analogue mobile phones and their enormous battery packs people used to carry around.

Today we have email, social media and Internet on our mobile phones, not to mention cameras, Bluetooth, apps and Satellite Navigation. Processors are evolving too and offering the functionality of HD video recording, streaming, voice control and even artificial intelligence.

This year, Motorola released the Atrix. A Smart Phone that can be used in a laptop carcass or a docking station (with a keyboard and monitor) as a PC replacement. The device sets a trend because it utilises the phone’s processor to power different pieces of equipment.

So what is the future? Well what if mobiles could integrate with a human body. What if pharmaceutical companies replaced medication with software which monitored and tweaked our DNA through telemetry? Would we ever get ill? Would heart-attacks still occur? Would hospitals need to exist? Furthermore, would humans still need to age?

A Coded Message

2011-10-28T22:33:00.001+01:00

Our new business cards have a simple black and white logo to reflect our old-fashioned customer service and traditional etiquette. On the flip side of the card we have social media icons and a QR bar code. These signal we’re a modern day business utilising the very latest technology to stay competitive.

Right from the start, I wanted technology at the heart of our business to improve efficiency and deliver an edge. Some people think ‘tech’ is geeky but the truth is if you travel in one of our vehicles, you never know about our systems except for when our drivers are in-the-know and informed if flights are late or early!

Comparing smart phones of today against desktop computers of five years ago reveals huge developments in miniaturisation and the empowering of mobile communication. It points to what could be expected in the future and where investment for a business may be prudent. Why be tied to an office and associated costs when you could work off the mobile carried in your pocket?

Smart phones drive the evolution of social media and mobile communication. They give us the ability to say what we want, when we want, regardless of location. They facilitate convenient access to information and the manipulation of data. Our new QR codes are a talking point. When we explain to people the bar code readers can be downloaded and installed for free, they are even more enlightened.

That Looks Easy

2011-10-22T09:12:00.002+01:00

A chauffeur-driven car arrives outside a house. The passenger boards and speaks of possible redundancy. Finding alternative employment is on their mind. They entertain the option of buying a nice car and maybe taking a few people here and there, after all, how hard can it be to run a successful chauffeur business?

If you watch the news at the moment, you can’t help but notice the hype surrounding the possibility of a double-dip recession, constant fluctuations in the stock markets, collapsing banks, increasing energy costs and the downgrading of credit ratings for countries. Add to the mix the possibility of major eruption at an Icelandic Volcano and you could easily start dwelling on doom and gloom.

For anyone considering the corporate chauffeur market, my advice would be “think-twice”. Not because of the conditions surrounding the market but because of the volume of work required in order to return a profit. A start-up needs to be incredibly committed to developing new business. They undoubtedly require a network of associates to engage the capacity that would deliver economies of scale (for which you should register for VAT).

Once you pass the growing pains and become profitable, then my advice would be to start thinking about the Eurozone debt contagion, reduced availability of credit and possible long-term closure of airports. If you see it all as doom and gloom, then give up and go home. If however all you can see is a world of opportunity to embrace big changes, new demands and genuine challenge then what are you waiting for?

Softly Does It

2011-10-16T09:12:00.002+01:00

Two years ago, we organised an event as part of Wrexham Business Week. It was one of the biggest things DrivenByQ have ever organised. We hired a hotel for a night, invited 150 guests and then went to town making every single one of them feel fantastic.

As all our guests were female, we did the things that ladies like such as having a champagne reception, fresh chocolates being crafted, designer shoes, handbags, beauticians, hair dressers, professional bar men preparing cocktails and of course a well-known celebrity from a TV soap opera just to top it all off.

We gained new business from the event but, what we really did was cement ourselves as the market leader and demonstrated how great a company we are to work with. In addition, we really enhanced our customer loyalty by getting the atmosphere just right.

This week, we supported another Business Week but in a different location. Being new on the scene we decided to take a subtle approach this time. Our new logo was well received but maybe next year we should organise our own event and this time invite three hundred ladies?

Latest Developments (State-Of-The-Art Style)

2011-10-09T23:35:00.000+01:00

Six years ago when DrivenByQ started trading, our identity was left as a blank canvas and never really developed. The reason was so we could find our feet, specialise and then maybe cultivate a brand reflective of our market position. Looking back, it was probably a good thing because it took time to find our niche.

Most of our business came through social networks. Our identity was left to simmer on the back burner. It never really seemed important. After all, if you are gaining new business all that matters is your ability to deliver on what you promise. Something we have been praised for over and over again.

Ultimately, a business has to market to a new audience if growth is to continue. It becomes time to consider an image and how it is perceived by potential customers. I have discussed this several times over the last year in a number of previous blogs, emphasising how awkward it is to find agreement from a team who are passionate about their work.

This week we have an exhibition stand with the potential to create awareness amongst new customers. Thankfully though, we have agreed on a logo; ordered new personalised business cards and even emblazoned them with the latest QR bar codes. What better way to reflect the fact we really are a cutting-edge company?

The Small Touch That Makes A Big Difference

2011-10-01T13:08:00.001+01:00

A young sales executive gets the break of their career. They have a meeting with a new customer for an account that could be worth £20m a year. On the last leg of their journey to visit the customer, they hire a chauffeur who will drive them from the airport to their destination. They have one hour to finally prepare and compose themselves before meeting the buyer. They sit in the car and try to focus but the driver is chatty. He doesn’t stop talking about his weekend of hell shopping with his wife and is oblivious to his passenger’s despair.

Quite often a travel agent or a PA will use the Internet to book a chauffeur-driven car for an executive who is travelling on business. Most of the time, the only thing they have to rely on is the presentation of the chauffeur companies web site. It can be a daunting task and it can be very easy to find someone who looks acceptable enough and then proceed with the booking.

A good question to ask however is whether the chauffeur provider can send more than one car if necessary or if they can send a fleet of cars maybe – this is just a hypothetical question and the booker will never need such a request but what it does is gauge if other drivers will work with the company. This is a pretty good indication of their capacity and how well established the company is in their local market. It is probably best to ask this question by phone too and measure the response. A slight hesitation can reveal a lot.

Sometimes it doesn’t matter what car you drive, how early you arrive or how smooth you are over speed bumps. As a chauffeur, you must be able to read people and be attentive to their needs. It is something that is often overlooked by someone hiring a chauffeur service and something that is never valued if you never need to travel yourself. Believe it or not, drivers are not all the same and a good driver can be of enormous value. Just think of the young executive on the way to the meeting and wondering how they will break the ice. What if their chauffeur has valuable local knowledge, knows the £20m customer sponsors a sports team that just got promoted and knows exactly when to drop it in to a brief conversation?

A Very Perfect Ten

2011-09-24T23:44:00.000+01:00

Last week I wrote about preparing a ten minute presentation. It went better than expected. The reason being, my focus was well and truly drawn to what makes DrivenByQ better than the competition.

In a nutshell, we specialise in corporate travel, supporting companies who require external chauffeur services. Our bespoke ‘cloud’ software helps manage their bookings while keeping our overheads low. For customers this means three things.

DrivenByQ increase efficiency
DrivenByQ improve quality
DrivenByQ reduce cost

Focussing so closely on these points proved especially useful this week when I visited a customer. They already employ our service but were unaware we had branched out. By explaining how we operated differently to their current (main) supplier, they understood the benefit and promptly agreed to increase use of our service.

Giving a presentation to a business club was a great opportunity. Little did I realise it would secure bookings before actually delivering it. Perhaps I should prepare a few more?

A Perfect Ten

2011-09-17T10:26:00.000+01:00

Next week, I have a ten minute presentation to a business group. In that time I have to inform the members about DrivenByQ, where we are positioned in the market, what makes a perfect customer and what is our unique selling point.

Originally I began writing pages and pages of information but of course, that would be impossible to communicate and incredibly boring. Instead, I have decided to write as much as I can and then pick out what is important. It is probably a good idea to make the presentation entertaining too.

As usual I will be using Power Point to display some bullet points and pictures which will keep things on track. As an introduction, the history of our company in the last six years will be covered (briefly) then the focus will turn to how we came to target the niche for which we cater. Finally, the presentation will detail our mobile technology, fantastic customer service and where lean principles save so much money.

Taking people from A to B is the part that everybody understands but the booking process really intrigues people. They still find it unbelievable that we take very few phone calls and don’t have administrative staff even though we have such a good volume of work. If I start waffling on about cloud computing and collaborative communication technology though, do you think they might fall asleep?

The X Factor

2011-09-11T07:59:00.001+01:00

A chauffeur arrives to collect their car from a valeting service. As they approach the vehicle the paintwork gleams in the sun light. Close up the glass is spot free. Stepping back again the attention to detail in the alloy wheels is perfect. There is something missing though, one important, finishing touch that makes all the difference.

In the last blog I mentioned we were probing new geographic areas in order to continue our growth as a company. One thing identified as part of the process in converting leads was that our marketing material and image needed to be stronger. This was to help deliver our message more comprehensively in a shorter space of time.

We need to conclude the lengthy process we initiated about a year ago and finalise a logo strong enough to represent our future aspirations. It is a known fact that committees take much longer to reach decisions, especially if discussing something emotive which is close to their hearts but the final outcome is better all round.

We have been very close to a finished article for quite a while. The problem was that we were missing that special something. Just the same as when you see two clean cars but one looks better. Then you notice that all-important sexy, tyre shine. After all, isn’t it the little things which make all the difference?

Looking Good

2011-09-04T11:15:00.000+01:00

Suppose you grow to be one of the larger companies in your area and you pass the stage of operating as a one-man-band or small team. You start looking at growth on a larger scale. The question then arises should you change the marketing?

Smaller chauffeur companies don’t always include marketing, sales or advertising in their budget. The reason is that personal recommendation carries so much weight that natural (organic) growth usually takes over and if you only focus locally, then expenditure on marketing and advertising is unnecessary.

Over the last six years we have secured most of the major account customers in our local area. We realised about a year ago though, to keep growing we needed to look further afield and examine other geographic areas. After six months of probing, now is the time to consider our findings and question if our past strategy is still robust enough to carry us in to the future?

The chances are personal recommendation will not be as decisive as we previously found but it still needs to be part of the strategy. The difference is that we need to convince new customers much more succinctly we are the best of the best. Maybe it is time to recognise our image will play a much bigger role and as such, we should reconsider how we are perceived through our marketing?

Shaken Not Stirred

2011-08-28T08:57:00.000+01:00

Over the last few weeks I’ve been disruptive! I’ve been challenging too. I’ve even been slightly confrontational. Everyone in our team has known about it because I have examined and analysed our beliefs, values and attitudes, then questioned how genuinely passionate we are about them.

In a recent blog I mentioned working with a professional business coach who helped me rediscover my motivation. On reflection I realised we had lost ground in actualising our business plan. We really needed an injection of new energy and enthusiasm to regain our momentum and start attracting new corporate clients again.

As the Managing Director, I’ve reassumed my position as the person responsible for tackling difficult decisions and I’ve started shaking things up. The kick start has occurred and I’ve begun by bringing forward future plans that reorganise part of our structure and our culture.

Reorganising before gaining new customers is a risky strategy because it involves cost. Furthermore in the current climate, taking risks is not for the feint hearted. But without such risks or a firm belief that things can change, I don’t think they will! After all, whoever achieved anything great by staying in their comfort zone?

First Impressions Count

2011-08-19T19:25:00.000+01:00

Suppose you work for a manufacturing company with a £30 million turnover. Your biggest foreign customer is coming to visit. The factory manager sends an instruction to every member of staff ensuring the plant is spotless and super-efficient. Now ask yourself, when does your customer form their first impression of the plant, its manager, its staff and its products?

We recently came close to attracting a new customer. They were using a taxi firm to shuttle their visitors but faced some issues with drivers finding simple locations. I visited the buyer and quoted for the work. In the process I explained how we differ to a taxi firm. I didn’t stress the benefits too heavily as the customer already knew the quality concerns connected to a taxi company.

It was frustrating to learn the customer finally made the decision to place their business with another taxi firm. They based that decision on price and price alone. It was even more frustrating to realise the customer had not considered the time savings our booking system delivers, how easy our invoices are to process and how reliable our service is. It all means fewer distractions for the people inside their organisation.

I suppose the only saving grace is, the customer knows who we are; what level of service we provide and that we will not compromise on quality. Maybe we just have to wait and see how long it takes for the taxi company to reflect their compromise? Especially when meeting their most important client at the airport?

Growing – Step One

2011-08-13T12:26:00.000+01:00

In any business, there is just one thing you need in order to grow. It is really simple. So simple it is astounding! You just need more sales!

In our modern day world of electronic gadgetry and extreme convenience, it is easy to become embroiled in a society where people coexist but rarely do they actually engage with each other on a sincere and personal level.

Imagine how hard it is to connect with someone as soon as you speak to them for the first time on the telephone - especially when so many people have already rang that day trying to do the same thing in a sales call.

Luckily, we consider people as individuals. It is why our service is so highly regarded by our customers. The challenge now is if we can convey that sincerity and true value of service in just thirty seconds of a phone call?

Back On Track

2011-08-06T13:57:00.000+01:00

Come in. Take a seat. Make yourself comfortable. Would you care for a drink? Ok, so tell me, what is on your mind? What is bothering you? – What if you could change the situation? How would it look then? Would you feel better?

Over the last couple of months, I’ve worked with a business coach to address some concerns surrounding our lack of progress when gaining new business. We had a few sessions before something clicked. It was just like stepping out of a car, looking back down a road and analysing the last few miles of a journey.

I suddenly realised that the brick wall I had been staring at and focussing on was not going to move. Furthermore, it dawned on me that continuing to look forward through the windscreen was not the right solution. Instead, it was simply time to engage reverse, go back to the place I made a wrong turn and continue the original journey.

Sometimes it takes an external pair of eyes to help view a situation differently. Their assistance in gaining new perspective though can be immense. The result is, I’m back on track, back up to speed and not only rediscovering my true passion but also appreciating just how much it means.

We Choose To Go To The Moon

2011-07-29T22:06:00.001+01:00

A company director sits at a computer and interrogates a database. They pull all sorts of information and start compiling reports. Very quickly they identify the company is growing but they know their team has more to offer. In fact they know their team can rightfully achieve a much higher level of ambition, way beyond what they believe is ever possible!

Sometimes in work and in life, we settle in to a routine that is comfortable. We find a level of stimulation that is just enough to keep us interested or it satisfies our basic needs. From that point on, we can become steadily stuck in a rut and we reach a plateau. That is not such a bad thing but the longer it continues, the more difficult it becomes to move on.

It was Albert Einstein who once said his definition of insanity was “doing the same thing over and over but expecting different results”. For a manager or a director this might ring true. Attempting to change a routine or people who have become institutionalised can prove frustrating, especially if relying on just hope alone.

Luckily in life, some people are pioneers. They believe in something bigger and better. They have vision that inspires something incredibly creative. They have the strength to be leaders and take other people with them. And they choose to do these things not because they are easy, but because they are hard!

Here We Go Again

2011-07-20T08:57:00.001+01:00

Is being comfortable in life enough for some people? If you reach a certain goal and life is fine, are you happy to accept there is nothing else left to accomplish?

Running a business can be demanding and if the turnover is steadily increasing, it can be tempting to sit back and happily coast along - just making the odd tweak here and there. This year, we’ve done well and I’m a lot more relaxed. It has probably been the easiest time since starting the company six years ago,

Having some breathing space has been nice but recently, I’ve felt lost and somewhat bored. Surviving a recession and recovering from it has been a valuable learning experience. On reflection it has made me realise what type of person I am. It has questioned what makes me tick, where I find enjoyment and how badly I need a challenge.

Repeating 100% annual growth on turnover like we experienced in the past would probably be incredibly tough, time consuming and very challenging. There again, on the flip side of the coin would it not be inspiring, stimulating and fantastically exciting?

We’ll Be There In Thirty Minutes

2011-07-09T08:32:00.000+01:00

A Chief Executive leaves a meeting early. Instead of heading to a hotel for the night, they catch a last train home. An hour later they realise they need a car to meet them at the station in 35 minutes. They call a PA, who phones the chauffeur provider, who says “sorry, we’re too busy”. Would the Chief Exec be impressed?

Now I’m not saying that all journeys are last minute but occasionally, a regular customer will need their chauffeur provider to pull out all the stops and make something special happen. It is how they earn their prestigious reputation, distinguish themselves from the competition and develop a trusting relationship.

This week, a major International event took place in our local area. It is a one-off occasion lasting just a few days and admittedly, there is some high profile chauffeur work. However we don’t get involved because peak-demand from inexperienced organisers with passengers who are not regular traveller’s leads to misunderstandings. Silly mistakes occur when requesting vehicles. Details become confused and what appeared to be lucrative quickly becomes a high maintenance, low profit customer.

Sometimes it is tempting to make a quick buck. Nevertheless, that is not how any self-respecting chauffeur company builds a reputation. For us, we recognise the value a long-term customer places on our commitment to their needs. Being available when they need us most is critical. So if the phone rings last minute with a request to pick up the Chief Exec, what do you think we say?

Summer Cruising

2011-07-01T23:39:00.000+01:00

In previous blogs, I mentioned the last two years had been tough going. Thankfully the last six months have been easier but on reflection, I felt older, slower, drained and if brutally honest, overweight (physically and mentally).

Realising I needed stimulation, a month ago I joined a business club and over the last week, I’ve met some of the members individually. It is good to say that growing new relationships, sharing ideas and discussing experiences has genuinely felt encouraging.

Simultaneously, time invested in social media has delivered a positive outlook in the last week. Joining discussion groups over the previous 18-months and discussing the chauffeur trade, has developed a wide network of new associates with huge potential to grow DrivenByQ.

This week has felt just like the good old days and gave me a very different perspective. What if the last two years have simply been an intensive learning process? Better still, what if now is the time for a new dawn with a return to enjoyable and fun reasons to run a business? This week, I even dusted down my road bike, managed some cycling and was pleasantly surprised to find I’m definitely not past it – not yet!

A Different Breed

2011-06-23T21:43:00.000+01:00

This branding thing is really getting to me. It’s crazy just how deep you have to go in order to understand your own company. What is your offering? Why it is different? Which customer would choose your service apart from anyone else’s? Isn’t one chauffeur company the same as another?

Let’s face it, if you get the basics right then everything else falls in to place. The customer simply wants a clean, comfortable car to arrive on time that will take them to their destination safely. Ideally, they would also like a pleasant, courteous driver who understands their needs and who can engage in some (intelligent) conversation if required.

In some ways, chauffeuring is all about upholding tradition - opening the door the right way, keeping the car smooth and being attentive to the passenger’s needs. We do all that! Everyone says we provide outstanding customer care as part of our service but I have to ask, does it make us different to anyone else?

It has taken time to understand what separates us from the crowd. I’ve come to the conclusion it is how we provide such outstanding service at such an average price. That means the remaining issue is how to make cloud computing, lean principles and intrinsic quality sound sexy or appealing to a customer?

Hi Ho Silver

2011-06-18T19:50:00.001+01:00

Over the last six months we have been working with a branding specialist. His job has not been easy. His first meeting with us revealed big differences of opinion within our team. We managed to overcome this and met him again. The second time was almost productive until we found our core values were misaligned.

Every meeting we had raised more questions. Eventually it felt like a counselling session rather than a productive meeting. We didn’t make progress at the rate we expected and bigger uncertainties were becoming soul destroying. A brand identity looked ever further distant and increasingly confused.

This week, the branding specialist reported he could no longer work with us. He felt stifled and it was not constructive. I was disappointed. Then I was angry. Then I was determined to prove him wrong. Then an emotion I hadn’t felt for a long time appeared.

Now I’m not sure what that emotion really is but the first time I felt it was as a six year-old watching science-fiction on 1980’s TV. It’s hard to explain but suddenly, the emotional connection we couldn’t find is definitely here. Better still, what we need to do next is crystal clear and ridiculously sensible.

Making Progress

2011-06-10T16:22:00.001+01:00

A month ago I wrote a blog asking whether or not now was a good time to start spending. With so much publicity at the moment pointing toward weak economic growth it is hard to judge. However, if we want to grow then we need to invest.

In April, we decided to start with some small expenditure. First on the list was replacing our ageing IT equipment and gladly we found some great deals available! We bought business machines for our Duty Manager’s along with some netbooks at a superb price and the spec was impressive too. It noticeably improved our productivity.

Next we looked at our online booking system and wanted maximum gain for minimum cost. The answer was to improve the mobile phone interface our driver’s use. We updated access permissions and menu options which delivered faster communication and improved the information drivers received.

The effect of this spending spree has not just reduced time for us but it has instilled a belief that we can improve other areas. In particular we are reviewing our marketing and questioning what effect that would have on sales?

Can You Feel It?

2011-06-03T11:03:00.001+01:00

Ok, so we’ve developed a fantastic online booking system, we’ve got our own quality standards, we’re more efficient than any other supplier in the market place, we’ve got a great team of people, we’re incredibly competitive on cost and we communicate with the absolute minimum of resources. So why aren’t we gaining more business?

In the early years, we didn’t have a marketing budget or the technical resources we have today but, we gained business – and not just small accounts. Our client list contains an impressive number of multi-national companies who spend thousands with us every year. Somehow though, we lost something along the way and we struggled to understand what?

This week I had a passenger who had just visited a Toyota plant - I’ve digested all the books on their history, read how lean was introduced to them, I know the struggles they went through and I’ve consumed plenty of literature on how they developed their culture. Without doubt they are rated as one of, if not THE number one manufacturing company in the world. We follow lots of their management principles and operate as a lean company!

Then the penny dropped! Toyota is incredibly efficient at making cars and they have outstanding quality in the manufacturing processes but would I buy one? Well, no! The reason is I love cars but the issue is that Toyota doesn’t create an emotional connection with me as a brand! So why have we struggled to grow in the last couple of years? Simple – we remembered to tell people how good we are but we forgot to tell them just how passionate we are about doing what we do.

Throttle Control

2011-05-27T20:47:00.000+01:00

If I’m honest the last couple of years have been a bit boring. The pressure has been huge and despite my best efforts it has felt like our company has stood still. Having less revenue and low profit is like having your hands tied. The focus turns to cash flow and bank balances rather than growth and prosperity - it becomes very academic and far too sensible.

Recently I’ve discussed whether or not it is the right time to start investing in maintaining our competitiveness. I suppose what I was actually doing is asking if now is the time to develop an appetite for risk? Is it time to stop managing the effect of a recession and instead start thinking about an upturn? After all, we’ve been on the up since the start of this year.

If so then, just the thought of growth and development gets me excited. It is just like starting the business all over again. I remember the early days when I innocently believed I could change the world with an idea or vision - just the enthusiasm alone was enough to win new customers and that enthusiasm was incredibly infectious!

Currently, I’m going right back to basics and questioning what was the key to our growth? Was it really just a pure belief? The big difference this time is that we have the experience to harness the raw hunger and sincere passion of that belief. We also have the technology, the resources and knowledge to make it all count.

Information, Position, Speed, Gear, Acceleration

2011-05-20T12:46:00.000+01:00

So there I am, in a warm breeze, on a golden beach, under a perfect blue sky, staring at the Mediterranean Sea. Usually at times like this I ponder and isolate myself. Then in a moment of sensation there is an idea that changes everything.

A few weeks ago, I missed a blog because I took a week away in the sun. I expected the creative juices to flow but on this occasion it didn’t happen. Instead the break made me reflect on the fact that creativity is not our current solution.

The more I thought about where our business is, what is happening and what is at our disposal, the more I comprehended the need for belief, leadership and execution. So if the jigsaw pieces are all in front of us, surely all we need is the confidence to assemble the BIG picture?

On The Up

2011-05-13T23:00:00.000+01:00

Since the start of this year our figures have improved. Not just slightly but quite considerably. That means we are generating revenue and it means we are revisiting the plans we placed on hold two years ago.

When the financial crises hit the headlines in September 2008 we were aware of the news and exercised caution but there was no visible effect on our turnover. We remained cautious in to 2009 but still there was no effect. We began to think we were immune and perhaps we should carry on regardless?

In April 2009 the impact of the recession struck. Bookings stopped and our drivers had time on their hands. We abruptly encountered a different situation. Our cash flow suffered, our profits disappeared and plans for growth were put on hold.

A veteran of two recessions offered me some advice. He simply said “Don’t spend a penny!” and with hindsight he was right. The danger now is holding that position for too long and I believe at some stage we have to start action for growth. With revenue increasing, the big question is, should we start spending?

Competitive Information Technology

2011-05-07T16:12:00.000+01:00

Few people know it but Henry Ford picked up the idea for an assembly line from an abattoir. He simply took the principle of a disassembly line and reversed it. By implementing mechanisation and standard procedure in a process he achieved economies of scale. The system was known as mass manufacture.

When the Japanese decided to produce cars in large numbers, they took the principle of mass manufacture and questioned where waste could be removed. They call it ‘lean manufacturing’. They focus on the value adding part of a process and then set about removing everything else.

In previous blogs, I constantly discuss a common theme of efficiency, innovation and strategy. I have written about transposing information; exploiting the power of databases, controlling costs and improving quality. All these equate to establishing and maintaining a competitive advantage but for me, at the very centre of these issues and the real key to success for a service company is how we collect, control and processes data. Just like Henry Ford’s production line there are huge advantages in developing standard procedure and automating processes. As in the Japanese principle too, if those processes are lean and efficient in adding value they deliver maximum benefit.

At the end of the day we have to be realistic and recognise that most people can drive and many chauffeurs offer a quality service. However, what a large number of chauffeurs neglect is the streamlining and efficiency of their data acquisition and information processing. Further still the majority fail to facilitate remote processing of that data. For me this is a critical area! It is the key to achieving economies of scale, maintaining quality and reducing cost. After all, isn’t that what being in business is all about?

The Cloud - don’t download, don’t upload, just connect.

2011-04-23T13:49:00.000+01:00

Let us say you work from home and gaze out the window. You notice a neighbour planning some ambitious DIY. They’ve hired a mini digger for some modifications to their garden. They unload the machine from a lorry and begin moving large amounts of earth. They feel confident with the controls until suddenly, they hit a power cable and take out the electricity supply. They kill your computer and paralyse your business.

Usually a Chauffeur starting up in business just needs a mobile phone and a diary. As their work level increases they might prefer a calendar system or a lap top. Either way they often need some kind of system to log journeys (and help with invoices). A bigger company could use a dedicated database system (loaded from a disk and run on a single computer in their office).

The problem here is that a computer requires someone to sit at the screen and enter or alter information. This increases overheads because the operator also needs heating, lighting, premises and insurance etc. One way we overcame the issue was to use remote desktop, logging in through the Internet but it only allowed one user at a time to connect. There was also a 20 minute upload cycle which meant a delay for customers viewing new bookings on a web page.

In 2008 we approached a software developer and asked them to build an online booking system which we could access and control from smart phones. In April 2009 it went live. Now all our customers, managers and drivers connect in real time with no delays. Today it is called cloud computing (it used to be cyber space). Best of all, the data is stored in a secure centre which has battery backup and diesel generators - just in case someone else hires a mini digger!

Invisible Back Room Costs

2011-04-16T11:13:00.000+01:00

A one-man-band chauffeur company begins to grow and soon there are two full-time drivers and then three. The owner realises it takes time to organise bookings, schedules, enquiries, alterations and other administrative tasks such as filing receipts and sending invoices. So what management fee should they factor in?

I have spoken to people in the industry recently about administrative costs and commission charges. It’s a discussion I love because you find out just how efficiently other people manage their business. It is surprising how some don’t see the time it takes to manage, as a cost or an overhead.

One person proudly boasted “I pay drivers the same as I charge customers”. Little does he realise he is actually declaring himself a charity and a martyr. A 0% commission rate is not a prudent choice. On the flip side however, some companies charge up to 40% because they are so inefficient and have such high overheads.

At DrivenByQ we have modernised, improved efficiency and automated processes. This lowers costs which reduces commission rates and increases driver pay. With good systems, motivated drivers and a quality service, is it any wonder our customers prefer to pay less for a whole lot more?

Tough Times

2011-04-01T17:05:00.000+01:00

Recently I attended a network club with other business owners. There was a guest speaker who asked everyone ‘How’s things?’ and most people answered ‘very tough’. I can’t say I was surprised but I was grateful not to be in the same situation.

The truth is, two years ago we hit a brick wall. In April 2009, our revenue nose dived. We lost 65% of turnover that month and it didn’t really recover for almost a year. Looking back, 2009 was probably the toughest year of my entire life. We expected some reductions from customers but never anticipated such a big hit. Companies closed down, some stopped travelling and others didn’t pay on time.

For the first time ever, our business used credit and our relationship with the bank became very important. The hours I worked ON the business increased and the hours I worked IN the business decreased. I adopted a different management style and dealt with situations with a text book, almost academic approach. My attention focussed on cash flow and bank balances before anything else. I even asked bad customers to find alternative suppliers.

Slowly things returned to normal. Each month of 2010 was profitable (although very volatile) and today we are busy and growing. We have lots of new ideas and we are preparing to spend and invest if this April proves reliable. I wonder how many other businesses can currently say the same?

Perfect Planning..

2011-03-25T17:20:00.000Z

Following on from my previous blog theme of chauffeur driven car travel for celebrities or VIPs, I’m going to share a few tricks of the trade. So, let us start at the beginning with the old adage ‘perfect planning prevents pathetically poor performance’. Research will often ease concerns and furnish a driver with valuable information so investigation before a job goes a long way.

Having a full list of contact telephone numbers is crucial. Calling a passenger’s agent and asking some quick questions is always a nice touch. Don’t forget to enquire how the driver should address the passenger - stage name, first name, surname or maybe their title? Asking if the passenger has unusual requests is useful too. We once encountered a well known Spanish Tenor who insisted the car was 28 degrees Celsius, even in the middle of summer!

If the passenger is arriving at a major event, it is essential to do a practice run the day before and talk to members of the security team if possible. Ensuring they recognise the driver or vehicle is a big help. In addition we often take two drivers and two cars if possible, having a plan B to fall back on is enormously practical. Working with security will often certify a parking space or alternative exit if required.

Finally, as a company we are never fully booked on the day of a big event! It is much better to sub work out to other people and leave cars floating in case of last minute emergencies. We also ensure a manager can be approached at last minute without anything to distract them. I can almost guarantee that is when a customer or organiser will need us most so, that is when we are there for them.

Who Did You Say?

2011-03-19T12:16:00.002Z

In the last blog I wrote about celebrities and how they can trigger a chauffeur company to raise their game. One thing unmentioned was the pressure a driver can face. Just imagine it - some passengers are surrounded by significance. It is a very odd sensation when all the planning becomes reality and things can feel surreal. Meeting a distinguished individual for the first time can distract a chauffeur and undoubtedly impair their driving ability.

Over time I’ve recognised it is wise to utilize drivers who know nothing of a passenger’s fame or success. If a driver is unaware of status they do not become star-struck. However, they can become surprised at where they end up or who they meet. A classic example was one of our team who took a band to a recording studio. They liked him for being so natural and entertaining. They requested he transport them for another two days. On the last day, he called me from a seat in a very exclusive VIP lounge, situated back-stage at an incredibly popular national festival. He announced “Hey Ray, these boys are big you know – they’ve gone platinum”!

On the flip side, after meeting an A-list celebrity and managing unexpected developments, future events can be a breeze. I remember the time we waited to meet a well known Canadian singer and his band. They were coming from London on a private jet but got caught in traffic enroute to the airport. As the first person to find out I had the responsibility of calling the Producer and telling him. He wasn’t pleased. He had to reschedule national TV from that call! Arriving thirty minutes late meant the band missed an extra nine million viewers that night. I was just glad we didn’t cause the delay!

Apart from the tension attached to VIPs and celebrities, there is always a buzz or element of fun with anything showbiz related. There are some top tips to organising chauffeur travel for such occasions. Maybe I will share some next time?

The Famous VIP Treatment

2011-03-12T12:16:00.001Z

At social events, mentioning the word Chauffeur as an occupation, is often met with the question “Have you ever met anyone famous”? For some reason, the word ‘Chauffeur’ relates to fame and celebrity, conjuring up all sorts of intrigue. Of course, the answer to the question is “yes” and each individual I recall is always with a story.

The first celebrity was a well-known 1980’s breakfast TV presenter (with a very distinctive laugh). She was travelling to London so I asked a driver with intricate knowledge of the area to work that day. His claim to fame is that she insisted he ate something and not only peeled a banana but fed it to him while he was driving.

Another time, a finance guru from America who looked so confident on the TV screen, had an attack of nerves before arriving at an event where he was due to give a presentation. The driver had to pass the entrance, park around the corner, calm him down, reassure him and then build him up before arriving a second time.

Over the years I’ve met lots of TV presenters and famous singers. Some have even needed to approach me and identify themselves because they have been so unrecognisable – especially if meeting them in a public place. Sometimes it is hard to spot a celebrity even when you are expecting them. Even more so if they have no make-up, or they are wearing a head scarf or have dark glasses - and for some reason they always look taller on TV!

The truth is, driving celebrities or publicly recognised individuals is the exception rather than the norm for us at DrivenByQ but it has challenged us to raise the game and question what we could do to keep VIPs comfortable. Over time this has been positive because we have recognised any special treatment should not be reserved for VIPs. If everyone is treated like a celebrity or a royal then what is the difference? Shouldn’t everyone get special treatment?

Tweet Tweet, Twitter Twitter

2011-03-04T19:32:00.000Z

A couple of years ago I attended a conference where a guest speakers demonstrated Twitter. I wrote about it in a previous blog but thought now was maybe a good time to revisit the subject and reflect on our experience.

We find Twitter fairly inadequate on its own. It really needs software like HootSuite or Tweetdeck to unlock its full potential. These manage the layout of tweets and give real control over information, particularly if combined with powerful keyword searches. With the use of Tweetdeck, Twitter becomes a fantastic tool in alerting us to subjects of interest which may change or develop quickly. The ash cloud of 2010 is a perfect example.

We have also found, combining Twitter and ‘Google Alerts’ on a smart phone facilitates an early response to customers who use social media. It delivers prompt awareness of topics involving our company name which might profit from a swift reply. There are other benefits to twitter as well, like alerting followers to competitions or promotions we run; and we can direct people to relevant news stories or information on the Internet.

Most of all though, we absolutely love flight alerts from Manchester Airport and encourage all our drivers to sign up for these - especially when one of our competitors still uses Teletext before leaving his house. We quietly chuckle when he complains “flights land early”! Like he says when he’s often late “How else was I supposed to know?”

Kisses All Round

2011-02-25T14:44:00.000Z

The time is 19.24 as I arrive at an apartment block for 19.30. I’m booked to take four young ladies to a bar some 15 miles away. I send a message saying ‘outside’. Reply states “10 minutes, us girlies still getting ready”. “Ok, no rush” I text back. A quarter of an hour passes and the phone rings “We need a man, get inside!”

Usually, I stay with the car when meeting someone at their home address. It makes things easier and avoids potential delays. There is good reason for this logic because sometimes, if you leave the car, you never quite know where you will end up or what you will be asked to do!

I ascended the stairs and heard the reassuring cry “Don’t worry, we’ll get you out”. It sounded strange. I entered the apartment and the situation became clear. One of the ladies was in the bathroom with a locked door. The lock broke and now she was trapped inside. With a stud wall and outward opening aperture there was no opportunity of forcing the door! Everybody had tried to free the internal lock but it was definitely broken. One of the girls even rang a Fireman but it still wasn’t moving. It left just one option and that was to go ‘through’ the door.

Equipped with a small power drill and a saw, I began chain-drilling at the panels. First the tie came off and then a top button had to be undone. I really wasn’t expecting this I thought! It was a long time since I’d called on my engineering skills but right now, I was on a mission and nothing could stop me (except the occasional muscle cramp).

Some 45 minutes later and with the final stroke of the saw, a rather large hole appeared. So too did the relieved young lady inside. At that moment, I became a hero and cheers could be heard all around. The girls then remembered they were late and within a flash I was back to being their driver. I did however receive four kisses on the cheek at the destination and the crowd outside the bar looked very surprised!

Maybe they thought the driver was a lucky guy?

It’s The Culture That Is Different

2011-02-18T16:57:00.002Z

It never ceases to amaze me how people ask the strangest things. Last year I met a Businessman at the airport and shortly after, he made a phone call then turned to me and said “Take me to the Circus”. I said “Ok” and proceeded with his request. You just have to play it cool sometimes and go with the flow.

On other occasions, I get asked about things that seem usual but if the passenger is not from the UK it could in fact be very unusual. Take for example a Japanese couple on a tour of north Wales visiting the castles. As we drove along we passed a low-loader carrying a static caravan.

The husband tapped me on the shoulder and asked in a stern but inquisitive voice “What… what is this”? Slightly confused and hoping I gave the right answer, I replied “Caravan”. The passenger also looked confused but proceeded “What for”? After a few seconds of thinking time I responded “Second home”.

Now, for anyone who has travelled along the A55 in north Wales will know, there are many caravan parks. This delighted my passengers because every time we passed one they declared proudly “SECOND HOME! SECOND HOME” and snapped pictures on their digital camera while giggling to themselves. No doubt all their friends in Japan also now know - because they filled two memory cards full of them!

It’s All About People

2011-02-15T18:01:00.000Z

Usually I post my blog on a Friday but last week I was on the motorway when a car crashed in front of me. I pulled over to help. My passenger jumped out too and we both ran back to the battered car embedded in a crash barrier. Its driver was semi-conscious and in pain.

It is nearly ten years since I began driving for a living and I’ve met some people in that time! The work has changed since the early days of inebriated passengers on a Saturday night but I still remember meeting someone in the first weeks of doing the job. He was going out for his daughter’s birthday but told me she had died two years earlier. He opened up and said he couldn’t sit at home and be upset. He preferred to go out and celebrate the short time he’d had with her. I found that hard to comprehend. If you have never been in that situation though, how could anybody understand his thoughts, feelings or emotions?

A lot of people think that a driver’s job is to just to drive but it is so much more! It is to take care of passengers and the people you meet in life. Now I drive for business customers but find individuals are mostly the same – they all have something going on in their life and they all have emotions that make them human.

As for the injured driver last Friday, we stayed with him and reassured him until paramedics and fire crews arrived. We watched them cut the roof off his car but gladly, I’ve heard today that he survived and is on the mend. What a relief!

The Chauffeur Blog

2011-02-04T16:15:00.004Z

In the first few years of developing my Chauffeur business it was hard going, especially when I used to do all the administration work. Over time however, I’ve found good people to work with; attracted the right customers; built solid administration systems; employed robust technology and things have fallen in to place.

I started letting go of key responsibilities and a team dynamic has developed. For me, delegating is great as first of all you get to see other people grow, secondly it adds redundancy within the business and then finally it provides time to do other things like write a Chauffeur blog.

Over the last few months I’ve written about delegating, technology, time-out, new ideas and lots of things involved with building a business. I suppose the thing is, now I’ve written about the boring stuff, I should start writing about the more interesting part of the job – such as the people.

As a Chauffeur I’ve met people from every corner of the globe such as A-list celebrities, Government Advisors, Millionaires, TV personalities, Managing Directors, Chief Executives, Lap Dancers, Cosmetic Surgeons, famous Musicians, Engineers, Futurologists, Specialists, War Veteran’s and many more. Maybe now it is time to blog about their journeys?

Take a Break – Create a Corvette!

2011-01-28T17:26:00.000Z

In 1927 Alfred P Sloan asked Harley Earl to be the head of ‘The Art and Colour Section’ at General Motors. Earl liked to work from an office called the ‘Hatchery’. It had no phone, blacked out windows and a made-up title on the door. This was so he could work undisturbed. Sloan defended him because his styling sold cars. Harley Earl later designed and introduced the Chevrolet Corvette in 1953 and although the car has evolved to a sixth generation, it is still in production today.

Some days I go to meetings, some days I sit at the computer and other days I’m out driving. Pretty much all the time, I’m doing something involved with our business. Eventually though, you learn working too hard can become unproductive. There is a fine line where being too close and too involved can influence your judgement as a Manager.

The story of Harley Earl is important because it shows what the benefits of undisturbed thinking time can achieve. Recognizing the importance of stepping away from things is a must for keeping a clear perspective so that focus is balanced and well placed. It helps clear the mind and generate new ideas that can take a business way ahead of its competitors just like Alfred P Sloan and Harley Earl proved.

However unlike Harley Earl, I find the best thoughts often come just after I’ve been freezing cold, soaking wet and hammering through a forest on a light-weight mountain bike! Where do you get yours?

The Chauffeur Team

2011-01-21T12:07:00.000Z

The phone bleeps with an email. The message reads “Heads up, big meeting arranged, lots of cars needed next Monday”. The reply goes back “Ok, no problem”.

In my last blog, I wrote about the importance of trusting people when growing a business. The truth is if you want to approach bigger customers, you must have the resources to service their demands and satisfy their needs. Having the right drivers and vehicles goes a long way but also having a team who are informed and motivated establishes customer belief - it instils real security!

In the last few years we have arranged chauffeur services for conferences, special events and World Manager’s meetings. Our corporate clients suddenly realise just how large our network is, how resourceful we can be and how extensive a range of vehicles we can provide! Big events demonstrate our team delivers. Sometimes, it is the first occasion a customer really puts us to the test and it is often a time when they are under pressure themselves.

It can take years to gain customer loyalty but we can almost guarantee it takes just one big event for our customers to trust us implicitly. Just think of the PA receiving an email saying “the CEO is flying over”. Do they stress out and worry or simply send an email to their trusted chauffeur team?

Risky Business!

2011-01-14T14:57:00.003Z

It is midnight. The stranger stood beside me says work is busy. I spot the blood shot eyes and the edgy behaviour. The caffeine loaded body chatting away, unable to stand still! We wait in the airport for a flight to arrive. A conversation develops. The owner-driver admits working flat-out since 4am once again!

I remember starting out. It was expensive to give jobs away. It hurt the cash flow. You quickly learn how competitive some drivers are too. They will give their card to your passengers in a bid for work. To avoid using them, there is always the temptation to work more hours. Stay out on the road and never come home. Too easily you can neglect family, strain relationships and destroy what you are working for!

In the Chauffeur industry, there comes a time when you have to make a decision to cling on to what you have or decide to grow. You have to believe customers will stay loyal when you ask them to travel with someone else. For most one-man-bands who take the leap-of-faith, this will test their character, strength and courage.

Over time, I have learnt to place trust in people. To succeed, you have to rise above the pressure of the industry. You have to see the bigger picture and have faith - the support offered by your team will deliver far greater benefit to your customer than you ever did as an individual. There again, would a corporate client really risk the welfare of their employees by using a mad busy one-man-band (no matter how dedicated)?

The Cold Hard Facts

2011-01-10T23:32:00.000Z

A Business Consultant with vast experience once advised me, anyone can analyse their business in simple steps. "First, learn to measure information. Then you can record it, then you can analyse!"

In our chauffeur company we transport people from A to B so often it is easy to assume figures, costs and analysis. When DrivenByQ first interrogated the database though, what we found was startling. Not only did we see how many airport trips were completed each month but also the passenger occupancy rate, driver turnover, driver hours, customer spend, cash turnover, account turnover, in fact everything!

We recognized people carriers were expensive to operate and unnecessary for most journeys. We identified trends and income streams then used the data in seasonal promotions or for purchasing vehicles. The analysis enabled DrivenByQ to view an important issue clearly and easily – Profitability!

The database also condensed the time-intensive, non value-adding chore of invoicing. The time dropped from one hour to just three minutes for each invoice. We saved so much time and money it was astonishing. At the end of the day though, does a customer really want to pay for anything except the journey?

Chinese Whispers Vs The Database

2011-01-07T11:55:00.000Z

Have you ever played Chinese Whispers? A group of people pass a message from one to another. Somebody then says out loud the final interpretation of the original message. What starts as “Tell Sarah the Fancy Dress Party is Friday but don’t wear anything scary because the theme is musical and pantomime characters” ends up as “Andrea is starring in a scary pantomime as a bus driver on Wednesday”.

On my seventh birthday my Dad bought me an Atari 400 computer with 16K of memory. This was a few years before the popular Sinclair ZX81 or the Commodore C64. Looking back it was probably one of the best things he did. To me it is second nature to pick up a computer or piece of technology and use it effectively. I‘ve used computers for years so understanding their capability and how they can solve problems is easy.

When we introduced online booking, we introduced a system where electronic data was received in a standard format. This helped enormously because we never had to transpose information again or re-invent the wheel by copying data that the customer had already created. Instead the information could flow freely from a web form to a database and all we had to do was add a price and a driver to complete the booking.

Databases are amazing. The advantages they bring are incredible. The power to search for records in an instant is mind blowing and their ability to organise information is outstanding. If you wanted to organise a conference for fifty people all travelling separately, how much faith would you really have in a one-man-band and his hand-written, scribbled diary? Especially when compared to a professional team who access central information created by the customer?

Right First Time

2011-01-03T19:41:00.003Z

When Toyota visited Ford for the first time, they witnessed defects in the manufacturing process. Ford’s solution was a rework area at the end of a production line. They employed a team of people to fix reoccurring faults.

Toyota’s solution was to make things correctly and eliminate the rework area. They called it ‘right first time’ philosophy. Toyota used root cause analysis to trace a problem to its origin. They fixed the root problem and reoccurring errors disappeared. This improved quality, required less labour and reduced costs.

Now take a taxi office copying a customer's fax in to a booking system. The fax often has information missing and the taxi office lifts the phone to request missing data - just like rework! Our solution was to replace faxes with online booking forms. These only send if all essential data is present! Customers realised this saved them time and improved quality.

When customers also realised DrivenByQ delivered these benefits at no extra costs, what do you think happened to the volume of our work?

The Right Gap

2010-12-20T00:54:00.002Z

Successful businesses often find a niche in an over crowded market. They ask what the customer wants, develop the idea and then offer something better.

Years ago, I joined a network club. The referrals didn’t cover my membership fees. One day the Regional Director visited. He asked the average value of the business I received? “£90” I replied. “Hmm, what if that was £10,000” he asked? “Much better” I said. We conversed a little more and concluded a few additional corporate customers each year were better than finding hundreds of holiday makers.

I researched the local corporate chauffeur market and found most competitors were taxi firms still using fax machines! They also had poor administration and virtually no understanding of quality systems, let alone lean principles! It opened my eyes. Why on earth would a customer pay a supplier to maintain inefficiency and operate as if it were still 1985?

The next time I attended the club I stood up for sixty seconds and totally altered the pitch. I now represented a modern chauffeur company offering a reliable, quality service to the corporate market (and at the right price). With competitors twenty years behind the times, what else could I say?

The Three Golden Rules

2010-12-03T15:06:00.002Z

A couple sit together in the back of a chauffeur-driven car as the driver heads for their destination. For a while they don’t speak but then they become animated and continue an argument over the TV remote control. They start to accuse each other of being unfair before one turns to the driver and asks “What do you think?”

Years ago, when I first joined the private hire industry, I was lucky to have an experienced driver take me under his wing and pass on some wisdom. Little did I know about the three golden rules of conversation? He took me to one side and said “There are three things you never talk about! Stick to these and you’ll be alright: One, don’t discuss politics. Two, don’t talk about religion and three - you don’t do domestics!!”

I took on board his advice. It proved some of the best guidance I’ve ever had. Even though a lot of people who travel with me are very inquisitive about the UK economy or which political party is in power, I am always conscious never to express an opinion or be biased in any way.

When it comes to politics or religion it is pretty straight forward to be impartial. However, when it comes to who should have the TV remote control, maybe it is better to ask where we are going again?

Is A Driver, Just A Driver?

2010-11-12T12:02:00.009Z

Imagine your chauffeur arrives - they are polite, they are considerate, they open your door correctly and their car is luxurious. You set off and then the driver gladly demonstrates they have little control, refinement or competency in their driving ability! To know this, all you have to do is watch the way they steer.

It never ceases to amaze me how some experienced drivers who transport passengers still don’t know the basics of car control. One of the first things they should master is ‘steering’ and delivering a silky smooth ride for the passenger.

In normal conditions, a driver should hold the wheel lightly with both hands so they can react quickly in an emergency. The hands should be placed between ‘ten-to-two’ and ‘quarter-to-three’ (with a slight bend in the elbow). The hands should never leave the wheel unless required and the grip should only ever tighten when conditions demand. Additionally, the driver’s elbows should never be placed on an arm rest or window frame because it reduces control.

Furthermore in normal driving, a turn should always start with a pull on the wheel rather than a push and the hands should not cross twelve o’ clock. As the wheel is turned the driver’s body weight should be counterbalanced by their free hand as it mirrors the hand holding the wheel. This again will help deliver smoothness and greater control of the vehicle.

A conscientious driver will know the basics. They will have also learnt to feel the car, the road, the environment, everything - so they have better control! So, if you want to know how good your chauffeur is, just watch the way they steer.

Is a Car, Just a Car?

2010-11-08T15:28:00.001Z

Let us suppose you travel for three-hours in a chauffeur-driven car to an important meeting. That meeting is with a valuable customer and needs your full attention. What difference could your car make? In the book ‘Roadcraft, The Essential Police Driver’s Handbook’ there are two paragraphs titled, ‘Fatigue’ and ‘How to combat fatigue’. Fatigue is often known as tiredness, weakness or the inability to function at one’s normal level – something critical if your meeting is important! In the book, two issues are considered when discussing fatigue; a comfortable posture; and noting that noise and vibration cause fatigue. These issues are directly related to your car’s design, its seats, the noise levels and its build quality. These issues are also precisely why a chauffeur car should be executive class (a size larger than family saloon models). Anybody who has travelled in a high quality executive saloon will tell you that it can make a world of difference. The effect it has on your physical and mental state at the end of a journey is considerable! Quite simply, if your meeting is important then isn’t your car?

A Closer Look

2010-10-29T21:10:00.000+01:00

So you’re ready for your chauffeur to drive you to the airport. They knock on your door, take your luggage and give you five minutes to say goodbye. All you have to do is to walk to the car. Now what should you expect of your driver? A Chauffeur will open your door for you and open it correctly. The door should be opened before a passenger reaches the vehicle. The driver should stand heels-to-wheels (facing away from the car) and protect the passenger. Protection is given by standing in one of two places: Either in front of the door or toward the rear of the car. Both of these places ensure the passenger can enter and exit with dignity – especially a lady. Next as you settle in to your seat, the driver should quietly close your door and walk round the rear of the car before they join you for the journey. It is these subtle differences that set a chauffeur apart from regular drivers. It adds value to the service. In addition to the chauffeur’s etiquette, their driving should put you at ease and deliver a comfortable journey. After all, isn’t that what you pay for?

First Impressions

2010-10-08T08:35:00.001+01:00

Imagine you book a chauffeur driven car to the airport. A nice vehicle arrives at your house, a smart driver gets out, they light a cigarette, walk across your lawn and hammer on your door. Would you be impressed?

In my last blog I wrote about the legalities of private hire and what tools a Chauffeur requires. In the real world there is so much more than just having a nice car and being legal. For a start it is important to get the basics right – dress smart, wear a tie, arrive early, be polite, give a firm hand shake, be prepared to wait, help the customer with any luggage and ensure you create the right impression.

As a Chauffeur your job is so much more than to drive. You need to gauge the passenger and any desire for conversation. Do they prefer a front seat or do they prefer the rear of the car? If they prefer the rear, the arm rest should be down, the front seat moved forward and the rear-view mirror slightly adjusted so the driver can make eye contact with the passenger.

Be aware the client could be attending a meeting, hospital appointment, interview or anything that could cause them to feel nervous. Being in a car with a driver you don’t know can sometimes add to the tension. The Chauffeur’s job is to calm the passenger, make them feel at ease and help them relax.

Now suppose the car arrives outside your home six minutes early, the driver parks neatly, walks along your path, knocks lightly on your door and simply asks if they can take your luggage while they wait for you? Would that not be better?

A Chauffeur's First Steps

2010-09-17T13:22:00.003+01:00

People often ask “Do you just need a nice car to be a chauffeur and away you go?” Well, there is a little bit more to it than that. A Chauffeur first needs a private hire licence. This involves a medical, a CRB (Criminal Records Bureau) check and references. A licensing authority may also request a knowledge test. Once you have a driver’s badge (licence), you then need to insure your car. It is not the same as normal car insurance! You need a private hire specialist because of carrying passengers and requiring public liability cover. It can cost up to seven times as much as a normal policy but with experience and no claims discounts it can drop to around £800 a year. Next the vehicle will need to be licensed by a local authority (each has their own rules and conditions, such as an MOT twice a year). Some demand a vehicle has private hire plates attached and others allow them to be removed (with permission). Last but not least, the vehicle and driver need to be registered with an Operator. They also require a police check, a registered address and references before any bookings. With licences in place, you are ready to start work as a driver. Before turning up for your first job though, you might want to carry some equipment in your vehicle. A chauffeur will often have call for: Mobile phone (with Internet access), phone charger or spare phone A-Z maps, road Atlas and satellite navigation system Mints, chewing gum or boiled sweets Carpet brush, wipes, kitchen roll and glass cleaner Umbrella and a torch Toll road tags, car park concession card or restricted area pass Tyre pressure gauge, tyre pump and a wheel-nut breaker bar Breakdown cover and membership card (you never know!) Change of underwear (in case you go on a long journey at short notice) A small amount of change, receipts and possibly a credit card terminal First aid kit, fire extinguisher, rope and disposable gloves Some drivers will also have ways to entertain themselves if they have waiting time on jobs. Some chauffeurs read a book, some watch a DVD and others browse the Internet, listen to an MP3 or play a game. Now that your vehicle is equipped, all that is left is to ensure it is clean, taxed and in good condition. You can then start to think about your first passenger and the route.

Will Katla erupt?

2010-08-20T18:19:00.003+01:00

As an airport transfer company, we have always relied on airports for passengers. In April 2010 when the Eyjafjallajökull volcano erupted, things changed. As I stated in an earlier blog, we actually saw an increase in our turnover as a result of airport closures and passengers booked longer journeys to ports and train stations like Holyhead, Hull, London or Dover. Eyjafjallajökull is expected to be classed as dormant later this year as its activity ceases but fifteen miles to the east is another volcano called Katla.

Katla erupts every 40 to 80 years and causes some disruption. Historically it has had a major eruption following Eyjafjallajökull (that is three times in the last millenium). The difference between the two volcanoes is vast. Eyjafjallajökull is just a baby in comparison to Katla and the disruption caused in April 2010 is nothing compared to what could happen if Katla blows. Some people are even suggesting Katla could trigger a mini iceage for the entire northern hemisphere causing crop failures and famine for years!

Since April 2010, I have been monitoring Katla through anything broadcast on it. I began by watching the Channel 4 documentary about Eyjafjallajökull “The Volcano That Stopped Britain” with Geologist Nick Petford and how that tore through 700ft of glacial ice. I have been tweeting about the developments too, including Iceland’s president Olafur Grimsson announcing a Katla eruption is imminent. At the moment, a Katla eruption seems 50/50 with no obvious data to suggest anything substantial but there are plenty of subtle indications to suggest something could be building.

It is hard to get good quality data and educated opinions on the Internet but basically earthquake swarms are a good way to monitor early activity. I’ve been using this site to watch Katla - Iceland Meteorological office - Earthquakes Mýrdalsjökull, Iceland. There have been up to 16 quakes within a 48 hour period at times and they continue to grow - the time between swarms has been decreasing too. This shows that Katla is worthy of attention! The depths of the quakes are important as most are at the surface (and can be attributed to glacial shift activity) but a blog from one scientist reported an epicentre 27km below the ground. The magnitude of the earthquakes are another indicator and most are reading around one or less on the Richter scale but last week one earthquake measured 2.5. The next thing to watch for is deformations in the ground or venting of steam clouds as this would indicate something is going to happen with Katla.

For now though it is interesting to note that airline experts are meeting in September 2010 to discuss how to respond to another eruption. For DrivenByQ, we have already examined our business plan and discussed if we need to do something special in preparation for airport closures or in penetrating new markets sectors as an alternative income. For now though we will keep watching the Global Volcanism Program website before panicking too much!

DrivenByQ – The Web Site

2010-08-11T20:51:00.000+01:00

When we recently researched Social Media, it became clear that our web site (or shop window) www.drivenbyq.co.uk offering “Chauffeur-Driven Cars” needed updating to compliment our profile. We knew colour changes or photo updates wouldn’t be enough to differentiate DrivenByQ from other airport transfer providers. Our site needed something better than that! When DrivenByQ first published a web site many years ago, our rivals were virtually non-existent on the Internet - customers still used Yellow Pages in 2005! If you search on the Internet today though, it seems everybody has an online presence with Airport Taxi, Airport Transfer, Airport Chauffeur or Airport Shuttle services all easy to find – even some of our corporate chauffeur service rivals are starting to catch up! We looked long and hard at our competitors both locally and nationally. We examined what their web site and marketing said about them. We asked how customers perceived them and more importantly, we researched how customers perceived us. What we found was very revealing because as a company, DrivenByQ reach out and connect with customers both psychologically and emotionally! Our new shop window needed to mirror this. We wanted to express our values, our passion, our vision, our dedication; the commitment we give and we also wanted to echo the quality of service we provide. So, we redesigned the layout to be more tactile; we reduced the words on each page and then took photos in great locations such as Lake Vyrnwy, Porthmadog, the Horseshoe Pass and Snowdonia. The images reveal our personal, one-to-one approach; they replicate how open we are, the reassurance we deliver and most importantly, the value it delivers to our clients. We have more pages to add to the new site but for now, we are really happy with what we have achieved.

Social Media

2010-08-05T23:07:00.004+01:00

Last summer I attended a conference in Llandudno. Various people spoke and attempted to impart something useful upon the audience. By mid afternoon my frustration at the content was building until, somebody spoke about Social Media. In particular he focussed on Twitter and Tweetdeck. Up until this moment I honestly thought Social Media was just for teenagers or it was an extension of instant messaging. Once I realised though just how powerful Twitter is in connecting with people, I was consumed with enthusiasm and began investigating where it could fit in our organization. I engaged with business leaders, web designers, gurus and marketing professionals and in particular a PhD student from Glyndwr University. His analysis was concise and very clear. It suddenly put everything in perspective: Social Media isn’t something weird or tricky but simply a way to connect with people by using Internet technology as an extension of a brand or a service. From this point on I had the confidence to start using Social Media in Ernest. We now have channels to connect with our consumers in a more virtually tactile way. Take this blog for instance; it is a great way to share technical knowledge, thoughts, feelings, experiences and issues affecting our business. Then there is the Facebook page for sharing images from some of the places we go and things we do. Next is Twitter for posting useful information, important alerts or relevant stories and finally LinkedIn. This helps us to stay in touch with the business community and professional networks we build as part of our operation.

After doing all this, we quickly realised our DrivenByQ web site was a bit out of date and really needed a make-over! That though, is another blog for another day!

Who Wants Paper?

2010-07-28T10:29:00.002+01:00

Very often these days when I’m at an airport waiting to meet a client, a number of other drivers will be stood around doing the same thing. It is always interesting to observe their methodology. One thing that really makes me cringe is when their mobile phone rings and they pull out a clipboard with a printed spreadsheet while talking to a client. The spreadsheet will normally have lots of hand-written notes on it with one or two lines of thick black ink through it. Not only do they hand-write their scribbles the first time (while holding a mobile phone) but they have to type them up later when they get back to the office. I could understand working in this way ten years ago but with the technology available today is there any need? Surely efficiency is about handling information just once? The more you transpose it, the more chance you have of creating errors and it takes longer too! At DrivenByQ.. our customer can update a journey online and the details are fed directly to the driver’s web page at the same time. The driver can read the update securely on a mobile phone. It’s quick, simple and efficient with less chance of errors. Oh, and there is no paper involved!

The Fantastic £85 Deal

2010-07-08T13:18:00.005+01:00

The holiday market has a lot of competition for airport transfers at fantastic prices. Last year the recession forced a lot of people out of full-time employment and some of them decided to have a go at taxi driving or working out of a private hire office. The number of self-employed drivers at town centre offices increased. At the same time, the number of customers using taxis or private hire journeys decreased.

It doesn’t take a genius to work out that increased competition in a decreasing market place means there is less money to go around! It’s just like more people wanting to eat a smaller cake. A lot of established private hire drivers decided to look at new markets to sustain their regular level of turnover. One of the most obvious places to target was the airport transfer market – the driver probably has a regular list of clients that would indeed be taking a holiday at some time so, it makes sense to offer them the service and do it at a competitive price.

Today I heard of a taxi driver offering trips to Manchester Airport for £85 return from our local area in Wrexham. That is a great deal for the customer! For the driver though, I'm not so sure? There are unseen costs which most people don’t calculate but I’m willing to share them. Let us assume you have a vehicle for which you paid £9,000 and you expect to cover 180,000 miles with it over three years. That will roughly give you: Vehicle depreciation = £0.05 per mile Servicing & repairs = £0.03 per mile Insurance costs = £0.02 per mile Licences and car tax = £0.01 per mile Tyres = £0.05 per mile Therefore, the basic running costs are 16p per mile (as long as you don’t need any major repairs like a clutch at £1,000 a pop).

In an efficient car, such as a diesel (returning 44mpg or more, the cost of fuel would be at least £25 and the return journey would cover nearly 200 miles at the said 16p per mile (or £32 of costs). This leaves the driver with £28. Subtract £5.30 for the car park at Manchester Airport and we now have £22.70 for the best part of five hours work (which includes a 4am pick-up sometimes). Oh, and don’t forget to factor in tax and national insurance contributions and any unpaid holidays.

Last year we stopped promoting cheap deals. We kept our prices where they needed to be and focussed on the corporate market. This year we are still in business, our volume has increased and more airport trips link-up. Our drivers are making a profit and they have plenty of regular sleep too! Wonder how long the driver with the £85 deal will be doing it for? Maybe they should spend some money on advertising that deal as well?

Flexibility

2010-06-06T10:42:00.003+01:00

It’s been a few weeks since the last blog. Here is why: The ash cloud in April seemed to start something. When the Eyjafjallajökull volcano began disrupting air travel, we had a huge number of cancellations. We then had a few days when our vehicles were simply parked up and they didn't move. (We took full advantage and went on a photo shoot ready for our new web site, preview on our Facebook page) Then, people who needed to get home began to contact us. The next few weeks took our business in a different direction and pushed our turnover up to the highest it has even been in a single month. The journeys we were asked to complete were very much out of the ordinary as people needed to reach train stations, ferry ports and airports in other countries. We even took seven passengers from Wrexham to Madrid. Now this is all well and good but, our business model relies on us sub-contracting work to a network of people who meet our quality standards. We sub-contract work every month, whether it is a coach, mini-coach, minibus or the latest Mercedes S Class that a customer requires. Normally it’s just one or two journeys for one or two of these vehicles and that is never a problem. We always pay our network of drivers on a fixed day every month so that they never have to wait too long. It is one of the key factors in our growth model - a driver should know exactly how much they will earn and know exactly when they will get paid for every job. It is how we build such a reliable and motivated network. If our customers need vehicles at short notice, we can arrange that because our rate and payment reputation among our driver network is so strong. When we create our invoices, we pay our drivers without delay and then wait for customers to pay us - they effectively use our credit - it’s how we make profit and keep everybody happy. However, when you need all of your vehicles and each one completes a high monetary value journey; this has an impact on cash flow. The last six weeks have been incredibly busy for us and just like last year we have to monitor our cash-flow – again! However, unlike last year it is not because we have a decrease in turnover, in fact it is the exact opposite - we have a substantial increase in turnover! It’s the same issue but for different reasons. What is more, we have recently taken on new customers, extended some payment terms (with increased journey costs) and taken on more work from some existing customers. The combination of this has been a large increase in our outgoings and a very real need to monitor our bank balance! Luckily we have a lot of systems in place to constantly update us but, this was not necessarily an issue we had planned for or ever experienced before. It meant we needed to be a little bit creative and look more carefully at our forecasts and plans. At the same time, it is an issue which swallows a reasonable chunk of time on top of a time when you have a lot less time. All in all though, a very positive issue to have and one we are very pleased to deal with.

Kaizen

2010-04-19T18:18:00.001+01:00

Following from my last blog, once the decision was made to remove the need for business premises, I wanted to make sure the process we used to receive bookings efficient. The process used in 2005 was different to what we use today – mostly because of the volume of work we now manage. The technology we employ was a little different back then too. Over time, our process has changed, improved and evolved in to the efficient system we have today. The Japanese have a word for this process of constant gradual improvement and it is known as Kaizen. Initially, there were benefits to using online booking forms but I didn’t really think about how the information we received would be used to communicate and what the full process flow of that information would be. For example, I didn’t really think about invoices in too much detail. I never thought about tracking customer trends, or Key Performance Indicators. Going back to day one, we had an online booking form that would send a formatted email with a customers journey details. This would include the date, pick-up times, number of passengers etc. The information from that email was then copied manually in to a spreadsheet and while there was only myself as the driver, this worked fine. Things began to change though as the volume of bookings increased and the number of invoiced accounts improved. Imagine how long it would take at the end of each month to sort out all the bookings for one single client and then put them on an invoice. From here, there were a number of steps I went through to build a system that could manage the administrative side of the business – in a later blog I plan to talk about vehicles, drivers, chauffeur etiquette and all sorts of things about being out on the road but first, it is essential to get the foundation in place. A business cannot operate efficiently unless it is managed appropriately. The first step in the chain was to move all bookings from a spreadsheet to a database so filters could separate information and group specific details together for invoicing – journeys for customer A, B or C between dates X and Y. Next, the reporting function of the database was used to construct a formatted invoice that could be exported to a recognised file format and emailed to a client as an attachment (printing everything out became a nightmare as our volumes increased, there was paper everywhere). Just as an account could be filtered by date, so too could a list of driver’s journeys and what they had earned. As an extension to this, I realised the same filter could be used to produce a list of future journeys that a driver had planned. These journeys could be listed in a report, then exported as a web page and uploaded to a secure area of our web site. Now a driver only had to check on their own web page to see which jobs they had coming up. This was great if we were all working different shifts and asleep at different times. I also realised that if a drivers journeys could be filtered, exported and uploaded so too could a customers journeys. At this point, things really started to become much more technically involved and we approached our first software developer. He took a look at our online booking page, the email that was generated and the fields of information in our database. He then linked the email through some clever programming and it put the booking from the web page straight in to our database system. This automated bookings and reduced the need for manual copying (which incidentally removed the opportunity for errors to occur). The database system we now had made our entire operation much easier to handle. Our command of information was mind boggling. If we had an enquiry from a customer who travelled two years earlier, we knew all the details within seconds. However, there was still one major problem and that was that we could not alter a journey unless we were sitting in front of the database computer. The next improvement was to introduce “remote desktop” and work off a lap top with an Internet connection (sometimes over a mobile phone). This wasn’t practical but it did work. Eventually we felt we had developed our system as far as it would go and the next stage was to hand it over to a professional software company. They could make it a web based booking system – basically a database that runs on a web server that drivers and customer can access 24 hours a day. The added bonus with this is that our manager’s had a new interface which meant they now manage bookings directly from their mobile (in real time).

Lean

2010-04-08T20:35:00.003+01:00

In my last blog, I wrote about Toyota and how their principles focus on eliminating waste or “Muda”. When I first set up DrivenByQ, I wanted it to be lean – for there to be no waste. In order to do this it was important to understand how a conventional company operated and to analyse its procedures. For example a conventional private hire company has a phone line and a member of staff to answer it. That member of staff is typically operating a radio 'base' station or data system. That system needs an aerial to communicate with the vehicles. The radio system needs tall premises to mount a large aerial on top. The building needs electricity and it incurs other costs like rent, rates, insurance, furniture, stationery and even things like fire extinguishers. There is also a cost for cover during staff holidays or sickness. Most offices these days have computerised despatch so there are IT costs to add and hardware eventually needs replacing too. The data heads, or radio equipment in the cars are costs which must also be included too! The office has only one way of recovering the costs in relation to fare paying passengers and that is by charging their drivers a rental fee for a radio (known in the industry as settle - typically between £100 and £120 per week). The driver then works a number of shifts and what they earn in fares is what they keep (minus their fuel, insurance, servicing costs, etc). An office typically needs 17 cars just to break even each week. With all these factors in mind, I set about analysing the work flow related to receiving a booking right the way through to despatching a car. I questioned each stage of the process and asked if it could be reduced? I also asked if there was a newer technology that could assist in the process. It took no time at all to realise that using an online booking system would instantly negate the need for a member of staff as the customer could input their details directly in to a web page. Without the member of staff, there was no need for a fixed phone line or the associated costs. A booking page enhanced the quality of information received too as web forms would not submit until all the key information was acquired. Next the submitted booking page from our web site sent an email directly to my smart phone - eliminating the need for radio equipment. Without the need for a member of staff, a phone line or radio equipment the premises themselves become redundant and so did all the associated costs. This was just the start of process improvement and elimination of Muda in our organisation and the beginning of lean.

Basic Principles

2010-03-26T08:15:00.000Z

Last night I watched “The Toyota Story” on BBC2. It was sad to see the mighty giant in so much difficulty and receiving so much bad publicity. The programme showed how Toyota became the World leader in manufacturing and the five key principles that got it there. For me it was important to be reminded about those principles but also how vital it is to stay focussed on them. Our company is based around the same principles and the importance of eliminating waste or “Muda” as the Japanese call it. A lot of people think the principles can only be applied to a manufacturing company with a manufacturing process but to me it can be applied to any company with a continually repeated process. Take for example the visit that Toyota paid to Ford and the tour around its vast Detroit plant back in the 1950’s. The Japanese witnessed how Ford made cars and how some vehicles had reoccurring faults that appeared in the manufacturing process. At the end of the production line, Ford had an inspection area and any defect vehicles would move to an area for re-work so that the individual car could be fixed. The Japanese saw this and decided that constantly fixing the same fault was ridiculous. What they decided was that it was better to understand the root cause of the problem and fix that instead so that the fault could never re-occur. Toyota of course moved to eliminate the re-work area as it was a wasteful process. Why would anyone want to spend time making something wrong and then spend a second amount of time (and money) making it right – today they call it the “right first time” philosophy. Finding the root cause of a problem is also the heart of a quality system and is intrinsic to a quality process. This story is important because it is a simple but fundamental element in running a modern “lean” business. You can see this directly translated in to our own organization in the way we receive data from our customers. We use online booking forms which cannot be submitted until all the necessary basic information is present. We receive quality information to begin with so that the rest of the process stands a chance of being correct. Some of our competitors still use the ancient method of fax with no control over the format or completeness of the information they receive. When our competitors have to pick up the phone and call a customer for them to do re-work and acquire the missing data, DrivenByQ is already ahead.

Increased costs, increased opportunities

2010-03-17T14:50:00.001Z

Yesterday I read that the cost of petrol (and diesel) is likely to increase in the next few weeks to a record high. There is also a planned increase of 3p per litre in fuel duty by the government on 1 April 2010. In addition to this, Manchester Airport just increased their annual car parking costs by 80%. That is a significant increase! Now, when you get in to the business of airport transfers, you quickly realise that there is a LOT of competition in the market place, there are low barriers to entry and most of your competitors never calculate their break even point when setting their prices – a lot of them don’t calculate the turnover they need to continue trading either. So, you might ask, am I bothered? Am I feeling depressed and gloomy? Well, no. I actually see this as an opportunity to develop our business and sing about the benefits of our fantastic customer service. From day one, we were always going to be the most efficient company in the market place. We embraced new technology and ensured that our business model was not only robust but that it gave the best value to our customers and (importantly) our drivers. We also ensured that we knew our costs and what type of volume we needed in order to operate at a profit. After the recession of last year, we are now in a much stronger position. First of all we are established in the ‘airport transfer’ market place so people know we are reliable and reputable (the growth we’ve had in the last five years speaks for itself). Secondly, we deal with high volume so a lot of our airport transfer journeys link up (this gives us economies of scale). And finally, our online booking and management system delivers such a saving on conventional office based overheads that we are way ahead of our competition. In short, although the increased costs of fuel, parking and licensing are significant, there is comfort in the fact that our competitors are facing the same challenges. There is also a lot of excitement in the fact that we can really shine as an efficient company and offer so much more to our own – and our competitors - customers.

Transition

2010-03-11T08:18:00.000Z

Welcome to my first ever blog. It seems a good time to start a blog for me because there is so much going on right now that is easy to talk about. Take for instance the recession of last year and how it really made me focus on who is our customer and what is our niche in the market place. I came to realise that in the past we have maybe had the mindset of a smaller, sole-trader business and we have been competing on the merits of a sole trader. By that I mean we sold what was good about a sole-trader.. For the customer, they always get to talk to the decision maker, they get to know you personally and build an ongoing relationship with a high degree of familiarity. For us, we get to know the customer too and understand the way they work much better. What happens though when you want to grow your business and make it more professional. How do you start to differentiate yourself from your competition and deliver a better level of support to your customer. Well, how about looking at the benefits you give as a bigger company while still holding on to the best bits of being a sole-trader. How about offering a 24-hour support telephone number. How about reassurance that you're not the only driver and will be out working all sorts of silly hours. How about taking more time to listen to your customer and understanding what else you can do to help them. Last year we introduced an online booking system that now handles our information in a very efficient and slick manner. It gives us the ability to manage our business in a way that a sole-trader could only dream of. What we haven't done though is find a way of showing new customers just how good the system is and how much extra support it gives our corporate client. Anyway, in order to achieve this, we are currently investigating branding and how to convey our message in a different way. A way that is more reliable and easily understandable by a customer.