Friday 14 December 2012

The Silly Season Duck Special

December is a time that brings its own special challenges. For all of us at DrivenByQ we know to approach this time of year slightly differently when asked if we can provide transport for the all-important office party. It has been off the agenda for a while but this year, it is making a come-back.

From experience, we know around 35% of people invited will change their plans at least three times. 10% of people will drop-out (usually at short notice). 5% of people will decide to attend even though they originally declined and nearly everyone needs to consult a partner to arrange child-care, pet care or even parent-care.

At the end of the evening, things often take a twist. Passengers ask drivers to wait while they find their belongings (including partners), they request additional passengers to be transported, enquire if they can go to different addresses or question if they can be picked up at a later time.

At DrivenByQ we leave extra time between bookings. Rearranging things at short notice is extra work but just like a swan gliding through water, on the surface everything appears calm and collected while underneath there is some frantic paddling going on. Luckily we have the experience to deal with the situation and importantly the patience too.

Sunday 9 December 2012

The Pessimistic Achiever

A few weeks ago, someone mentioned to me that a lot of what I write in a blog sounds negative or even pessimistic. In some ways, I was happy to receive feedback but in other ways, it left me wondering if my writing style needed to change?

I suppose this ‘chauffeur blog’ is reflective of my strategic decisions that influence the future of DrivenByQ as a business. That means I am deep, analytical and constantly searching for anything that could cause a potential problem.

I like to think about things and mull it over. It is so that way before a small issue can develop, a plan is already in place to deal with it. In a way, it is like a chess game with many variables, countless possible outcomes and an ever present threat of defeat.

You have to stay one step ahead and think about your next moves! I believe considering the negative is essential if you want to achieve the positive. Maybe the negative does get mentioned in my blog but I think it is important to be honest too.

As a business owner, when I write about negativity, it is a risk because potential customers may perceive it as uncertainty. In the depths of hypothetical problems and catastrophe however exists genius answers and solutions and these without doubt are what provide the passion and real credibility of what is DrivenByQ.

Sunday 2 December 2012

Lemon Squeezy

With the demand we have had lately for more journeys, so too has there been increased demand for more drivers. Therefore, projects I have been working on as the MD have been put on hold. The immediate priority has been coping with the growth we have rather than chasing more of it.
It has been good for me personally to be distracted this way because I have seen that the new projects I was starting were all on my own as a single entity within DrivenByQ. On reflection I recognise that expecting people to follow the plans I was developing was a little misguided.
Objectivity can be such a bonus. It puts things in perspective and provides clarity. As soon as the Christmas rush is out of the way, what we need is to draw up a business plan as a team. This is so everyone has buy-in to the next stage of development and so everyone can make a contribution.
This way, when the plan is in effect, the energy and enthusiasm comes from every member of the team and it can be felt by our customers much more passionately. Just like an army of believers disseminating their message! With that commitment throughout DrivenByQ why would any customer want to be with anyone else?

Sunday 25 November 2012

Easy Peasy

In my last blog I mentioned we have recently won new business. In fact we have secured several new accounts. This is very positive but experience tells us that our resources get pushed a little harder for a short while.
New customers initially require intense support but over a month or two, things settle down as they transition to the DrivenByQ way of working. It is simple to use our online booking system but only with practise do customers actually believe this.
For some reason, new customers often presume the booking process will be complicated, confused and even a source of conflict. This makes us question how their previous supplier managed information and storage of it.
At DrivenByQ we understand why it is so important to manage information efficiently! Quite simply, it keeps customers happy, makes their life easier, saves money and most of all, provides us with security.

Sunday 18 November 2012

Blog 101, Onwards And Upwards

Recently I read a Tweet saying ‘entrepreneurs live a few years of their life like no one else will, so they can live the rest of their life like no one else can’. The author was undoubtedly referring to the sacrifice and effort a business owner makes.

It takes unwavering belief and commitment to invest so much time and effort without the guarantee of accomplishment or even a decent living. The energy, enthusiasm and determination will take a persistent battering too.

Reflecting on this year, it has been disruptive, sometimes extreme and at other times, uncertain with overwhelming pressure. It has repeatedly challenged my motivation but I’m glad to say, the hard work is paying off.

We have secured substantial new business, there is more in the pipeline and existing customers are travelling more. In reality, we couldn’t be in a better position. Now is not the time to stop and marvel though - it is the time for even more motivation and even stronger belief.

Saturday 10 November 2012

Chauffeur Blog Of The Century

So here it is! Blog 100! In all honesty, when I started a ‘chauffeur blog’ I wondered if I’d still be writing original content after authoring this many. Initially, the blog was meant to enhance the presence of DrivenByQ on the Internet and demonstrate technically proficiency but nowadays it is so much more important than that. It plays a major role in my thought process each week and it forces me to focus on topics very analytically.

Looking back over previous blogs many posts attempted to differentiate DrivenByQ from other chauffeur companies. Mentioning how our mobile technology and processes are so far ahead should have triggered a deep thought process for anyone still using pen and paper. Strangely as the ‘cloud’ becomes more main stream DrivenByQ is reaching a similar level of maturity.

Thinking about IT, the truth is, I like to plan ahead. Even if obsessive sometimes, I think it is a key strength. Looking toward the future and visualising what our operation could be like helps engineer out many of the problems a growing business encounters. It ultimately prevents crisis situations occurring when demands on the business increase or systems are pushed beyond their original requirements.

Coincidentally Blog 100 comes at a time when we are achieving the aspirations of our original business plan so it is time to revisit all that we do and ask if our processes are still fit-for-purpose. The Toyota Lean Principlesadopted by DrivenByQ work well but when I recently toured one of their factories, I experienced something never mentioned in any of the books! It was eerie. It felt clinical and obsessive about theory. There was a distinct lack of fire fighting or mayhem sometimes associated with production environments.

Seeing this for real was a valuable lesson. Witnessing such little drama combined with genuine objectivity regarding the process provoked me in to recognising we need to implement this principle at the heart of any future plans. We certainly have the time and the money and the opportunity available like never before. It makes me ask, if the resources are in place to support rapid growth, constant improvements and continual development, what will happen to the future of DrivenByQ?

Thursday 1 November 2012

Almost There

Welcome to Blog 99. It’s an odd number 99. It poses all sorts of conundrums. Just take 99% for example. It sounds great to some people but for others, it leaves 1% uncertainty or room for improvement. Or how about 99 widgets – wouldn’t you rather have a nice round hundred?

For me 99% is very relevant right now because the three year plan we had at the inception of DrivenByQ Ltd back in 2007 has almost run its course – yes we have had setbacks due to the global recession but we have achieved our original goals (although it took two years longer than expected).
 
So in reality, it is time to sit down and create a new business plan. It is especially relevant now we have our second operation up and running. This in itself has brought challenges we didn’t anticipate and it has highlighted our original business model needs adjustment.
 
Apart from a new business plan and evolving our business model, we should also analyse and dissect our culture too. After all why would any member of our team want to persistently put in time and effort to grow a business if they are never rewarded or acknowledged for it?

Saturday 20 October 2012

The Numbers Game

Rarely do I feel as if persistence pays off but as I get close to writing blog 100, I feel inclined to take a look at a few numbers. I wouldn’t say they are critical but nonetheless they are a small achievement for me personally.

First off, I’m nearing the prestigious 500 connections on LinkedIn. This has taken me a few years to achieve but I’m proud of the fact I’ve never knowingly accepted an invitation without having meaningfully engaged with the person first.

Next, we have nearly 400 followers on Twitter which is tiny compared to some larger companies but even so, for the relatively small effort we put in it is not too bad I suppose.
We have ‘likes’ on Facebook too but we deal business-to-business so it is not something we take too seriously.

I suppose the only other figure to consider is turnover? I’m not going to disclose it exactly but let’s just say I’m content with a near 20% increase on this time last year.

Tuesday 16 October 2012

Hi-Tech Sexy Info

They say sex sells! I agree. Whenever I buy something I want a product or service to look good, feel great, perform well and deliver real value for money. I don’t want to spend money on something ugly, flimsy or lacklustre.

This week we have a stand at a two day exhibition. A lot of thought and planning has gone in to it but I know the unique selling point is something I still find difficult to communicate with people. Our cutting-edge cloud technology!

Maybe we should quote Bill Gates about his theory of differentiating a business from the crowd with ‘How you gather, manage and use information will determine whether you win or lose’.

So how about “DrivenByQ, an executive car company who are very good at managing information”. Hmm. There again, maybe I will just tell people how reliable we are and how well our drivers are informed.

Thursday 11 October 2012

Something In The Mirror

I’m looking for a new mobile phone. There are lots of new devices due for release but they haven’t developed much from my last phone - except for processor speeds and things like near-field-communication.

I suppose the next major development would be something like Project Glass which does away with hand-held devices and replaces them with wearable technology like smart glasses.

4G will be rolling out across the mobile networks too so obviously the speed of communications will increase along with the functionality of new devices which connect to the Internet.

Just like Google, DrivenByQ are ahead of the crowd with cloud technology but what I’m not so sure about is Google’s latest development of creating a self-driving car!

Sunday 30 September 2012

The Complete Package

This week, we splashed out on our marketing. We already had our new video in the pipeline but the challenge has been deciding where to use it.

For a while we have had exhibitions planned with our video on show. At the same time we asked, if this is the first impression a potential customer has of DrivenByQ is it enough?

To overcome any doubt, we have purchased a professional TV stand; a supply of our signature ‘pink champagne truffles’; invested in additional exhibition equipment and taken delivery of ‘branded’ USB sticks.

We want to ensure our planning and expectation of growth is reflected in our exhibition stand. In other words we need to exude confidence. After all, who wants to be associated with a pessimist?

Sunday 23 September 2012

Turbo Charging

Sometimes I get caught behind other cars waiting to overtake a tractor. It can be a few miles before an overtaking opportunity appears but when it does some drivers slow down so much they disengage from the thought of making progress at normal speed.

Somehow it is strangely reminiscent of when I left school and briefly worked in the County Court. I  saw people who lost their jobs, homes, possessions and even their marriages - seeing that can leave you extremely fearful when the road ahead is uncertain.

Lately, I’ve noticed business passengers changing. They are no longer pessimistic or strained but instead focused on opportunities and growth. They are developing plans and are excited about increasing market share.

Just like the road straightening in front of the tractor. I believe there is a change happening. You have to ask if now is the time to change gear, hit the throttle and go for it. Or maybe you should risk the security of being left behind?

Sunday 16 September 2012

An Exhibition Of Radical Simplicity

Last year we employed a marketing consultant. He battled to divert our focus away from our technology and encouraged us to consider the perception of passengers when promoting DrivenByQ. Personally I view ICT (information and communication technology) as a unique selling point but apparently it is not sexy!

As we move toward our first exhibition of 2012, this week I was analysing what makes DrivenByQ different to other executive car companies. It wasn’t long before a meeting with a new customer made one issue a focal point. They asked if they could call us and confirm all journeys for the next day.

The thought of doing this over the phone took me back to when DrivenByQ was in its infancy. I would receive calls from account customers on a Friday afternoon who simply wished to check all their bookings for the following week. It consumed hours and prevented me driving on one of the busiest days.

In response, I created accounts which enabled corporate customers to view their bookings online (past, present and future). They can see the driver and cost too. It means we can continue earning as drivers without needing to charge for telephone time. DrivenByQ did it five years ago but for the competition, it seems we’re still radical?

Monday 10 September 2012

Are You Aware We Do This?

In my last few blogs I wrote about our new marketing drive. Continuing this theme we have been filming with a video production company and not only gathered material which fits in to the AIDA philosophy for exhibitions but also extends to our social media.


We think an exhibition stand is static and may not stand out. In respect of this we want to bring our stand to life with dynamic content on a large TV screen. This will play a promotional video delivering valuable information in a short space of time. Similarly we want to ensure visitors require minimal effort to engage with us.
After consulting the video company, we decided to create a five-minute video for the exhibition stand and then reduce this to a smaller 90-second video for use on our web site and social media channels. Of course for it to work we need to ensure there is plenty of cinematic content and it is entertaining too.
So far we have filmed airplanes, trains, cars, the sun setting, the moon rising and we have been to interview several customers as well. Hopefully this will not only differentiate DrivenByQ from other exhibitors but will also demonstrate we are head and shoulders above the competition.

Saturday 25 August 2012

Can I Interest You In One Of These?

Last year we had an exhibition stand at a ‘meet the buyer’ trade fair. At the time we treated it simply as an event to raise our profile in a different geographic location. This year we are attending the same event but this time we are hoping to go one step further and secure some new business.

It was good to attend last year because we learnt some valuable lessons. The first was how good an idea it is to have some treats on the exhibition stand in order to draw people in. Of course there are always visitors who take something free but it is also an ideal opportunity to make them aware of your proposition and enter some dialogue.

We took the offering of food very seriously because we felt it represented DrivenByQ on a subtle but definitive level. Looking at the other exhibition stands you could recognise how they valued their customers by what nibbles they had available. Just ask yourself if you would prefer a sweet from a large bag purchased from a £1 shop or whether you would prefer something more exquisite?

Last year we offered Ferrero Rocher, Chocolate Hob Nobs (with caramel) and an assortment of fresh fruit. We did this to set us apart from anyone else in the exhibition but on reflection, it was maybe a little too mixed. This year, we’ve decided to do it properly and bring along our DrivenByQ hand-made pink champagne truffles which have become our signature.

Friday 17 August 2012

Simple Marketing

If you have ever read a book on marketing, then I’m sure you are aware of the old acronym AIDA (Attraction, Interest, Desire and Action). It is strange that after seven years of trading we are coming back to visit some basic principles but I suppose you have to start somewhere?

If I’m honest, I would admit that in the past we’ve only ever focussed on one area of our marketing at a time. This wasn’t because we didn’t know any better – it was simply because of our financial limitations. When you only have a thousand pounds at a time at your disposal, you can sometimes get conditioned to a way of thinking that short blasts of activity are a good thing!

I’m glad to say that over the last few months I’ve been formulating a new approach to our marketing at DrivenByQ and have finally recognised we need an integrated plan if we are to grow bigger. This should breakdown each part of the AIDA process in to individual components but at the same time it should leave the customer feeling it is one seamless experience.

So, the first thing to do is decide how we are going to raise awareness. Well that is easy. We are going to attend some trade exhibitions where we can meet people face-to-face. After all it is important to recognise we offer a close personal relationship with our customers and they need trust, reliability and reassurance. So surely the next question is how are we going to get their interest?

Sunday 12 August 2012

New Opportunities

Earlier this summer I attended a local meeting where the guest speaker was Phil Jones from Brother UK. He mostly spoke about leadership but he also detailed his rise within the company and how some changes in his life led to increased success. I took on board many of his comments.

One thing that particularly interested me was when Phil spoke about himself being the COE rather than the CEO. This stands for Chief Opportunity Engineer. Another thing he added was that, when he stopped trying so hard to make success happen in his life, success had a chance to come and find him.

In the last few weeks, I have been freeing up as much of my time as possible so that I could also create new opportunities. Reflecting back on just this past week alone, there has definitely been a difference in where my time has been spent and it seems more than just coincidence!

I spoke to a number of new drivers who could undoubtedly increase our capacity, I met with my business partners and discussed our future plans, I met with a potential new customer and I saw a long standing customer about creating even more opportunities. Seems all I had to do was make myself available!

Sunday 5 August 2012

Catching Up

It is no secret that at this time of the year, businesstravel and corporate chauffeur work is much quieter than normal. As some factories shut for maintenance; school holidays take effect and people take a break, our work reduces.

The last week has been fantastic. I managed to watch educational TV programmes; read a whole load of trade magazines; delete a few hundred old emails and clear a stack of paperwork. I’ve even managed to fit in some cycling again too.

As I have finally managed to do things which have been outstanding for so long, I have also been reflecting on where my time actually goes on a normal week. As a result I’m questioning if everything I do actually adds value?

Maybe it is time to apply some lean principles? Maybe I should identify which tasks add value and for all the areas that don’t, they should be treated as waste and eliminated. Then maybe I could start to add even more value to DrivenByQ?

Sunday 29 July 2012

Social Nuisance

In a few previous blogs I wrote about our use of social media. It is very good for connecting with people or staying informed. Sooner or later though, you have to question the time it consumes.

We don’t use an agent to manage our social media because nobody knows our company or customers as well as we do. We therefore have to decide which social media channel is best and where any time invested is most beneficial.

In the last couple of years, the industry specific groups on LinkedIn have proved advantageous. They stimulate conversation and challenge long-held beliefs but again, they can be time intensive.

Personally I think LinkedIn is great for building credibility. As from today though, I’m leaving a number of groups and reducing the number of emails I receive. This will free up time and allow me to concentrate on a broader mix of marketing channels.

Sunday 22 July 2012

Personal Space

Rarely do I travel on public transport but this week I took a 45-minute bus trip from a Spanish resort to the city. From the moment I had to run down the street to stop the bus I felt anxious.


As a chauffeur it is easy to forget why a passenger smiles at the end of a journey. You often ask yourself "was it because I missed the pot holes", "was it because I shared local knowledge" or "was it because of the conversation"?

Travelling somewhere new can be an adventure but it can be stressful too. Looking for the right bus at a station; wondering why someone next to you cannot stand-up straight; listening to the music from a teenager's iPod or even wondering if the driver will stop in the right place.

So next time I find my passenger, help with their luggage and guide them to the car I will appreciate why their smile is important. I will remember why local road knowledge is so valued and why a door-to-door service with the option of a friendly chat helps them feel secure.

Sunday 8 July 2012

Bread And Butter

Few people know it but DrivenByQ isn’t my only venture in to chauffeuring. My first attempt was over ten years ago with a pure Internet business. It was aimed at passengers outside the local area planning travel to ‘Wrexham Industrial Estate’.

After dabbling in ‘search engine optimisation’, I managed to gain a top three place in Google for a specific search phrase. Overnight, the web site became a success. It attracted work with celebrities, VIPs and all sorts of specialists travelling on business.

There was little competition online, so I adjusted the rates and creamed in the earnings. Unfortunately though, search engines frequently change the algorithm they use to rank web pages and in hours you can tumble down the listings.

The moral of the story is, earning cream is nice but it is foolish to base your business model on a short term strategy and consider it sustainable. It is a bit like trying to live on chocolate cake.

These days I value the repeat work we carry out for our long-term customers. Ok, it’s not a get rich quick scheme but just like bread and butter, you can live on it and stay healthy. In principle, it is a vital lesson for any chauffeur who is in it for the long term.

Tuesday 3 July 2012

Busy Fools Airport Transfer Service

It has taken a while for DrivenByQ to define a niche in the market place but today we know exactly where it is and why! Although we take on all sorts of chauffeur work, 90% of our turnover is generated by airport transfers and 95% of those airport transfers are for corporate account holders in the Wrexham and Deeside area.

We like business passengers because they are well organised, they travel light and they don’t like hanging around at airports. In addition there is no issue with charging VAT and everything can be compiled on one monthly invoice so it keeps things simple. What is more, usually one or two people in each organisation make bookings, so we establish a good working relationship with them.

In contrast, budget providers in the airport transfer market, target holiday makers. With the lure of cash payments they often forget the basic principle of calculating a break-even point and they aggressively compete on price. They become busy, they get addicted to cash and very soon they burn out, completely under the illusion they are making money.

Generating enough volume for lots of journeys to link-up at airports takes time. After seven years of trading, things are working well at DrivenByQ. Our drivers are profitable and our rates of pay are attractive. For some reason though, we’ve recently noticed less availability from some drivers. So the question has to be, why would any driver with an executive vehicle prefer budget holiday makers over low-maintenance, reasonably paying business passengers?

Wednesday 20 June 2012

Seeing The Wood For The Trees

It has been well over two years since I started writing a blog and from the beginning I knew it would be a big commitment. It takes time to think about a subject and then how to write about it and I knew it would be tough finding that time but still, I thought I could publish a blog about running achauffeur company every week – except for certain circumstances like holidays.

Lately, I haven’t published so much because of some major changes in my personal life – all positive and all for the better I might add. In particular, for the last three months I have had a rather large DIY project on the go which has swallowed a big chunk of my time and left very little occasion for anything else, including DrivenByQ.

It has been interesting to see the effect of taking time away from the managerial side of the business. More specifically, it has been revealing to observe how the general feel of DrivenByQ has changed without so much of my input. It is notable how personalities within the business have responded and how their effect has altered the dynamic.

I don’t think customers noticed my time away so much but there is definitely something different when I am not around. It is difficult to quantify what makes us the business we are when we are on form but with the advantage of objectivity, I’ve been able to distinguish that what makes our company so recognisable as DrivenByQ is quite simply our ‘attitude’.

Thursday 31 May 2012

On A Mission

A few weeks ago, I wrote about a feel good factor and how it can add a buzz to a business. It falls in line with my current thoughts which go back to when DrivenByQ was new in the market and what was different in our approach. We had no money, few resources, no systems and very little in the way of strategic planning but somehow we grew and grew quickly.

I’m not sure if all businesses go through an analysis of what they did in the early years to such a fine degree? Maybe they do, maybe they don’t but what I do know is that whatever worked for us back then was raw and instinctive rather than planned and carefully executed.

Perhaps having structure makes things more efficient and it reduces the risk of failure? It’s something I’ve been thinking about quite deeply. In the end, I have come to the conclusion that efficiency is an engineered function within a business and needs to be separated away from what an entrepreneur feels in their raw unadulterated enthusiasm.

Let’s face it, our business runs like a finely tuned Swiss watch but having that level of clinical excellence is boring. What we really need is an overwhelming desire to have an adventure - an adventure that everyone wants to be part of with some risks and excitement along the way. So, who is with me on a quest for success?

Friday 18 May 2012

Extra Curricula Activities

Once upon a time, I giggled at the conversation I had with a lady whose husband was an airline pilot. She told me how he would complete an eight hour flight, come home, switch on his computer and then do an hour or two on Flight Simulator. She just didn’t get him and thought he was slightly odd.


Sadly, I have to confess I am a bit the same. After a day of driving I will sometimes get home, switch on the Xbox and do a few laps on Forza. Just like the pilot, I can’t get enough of driving. With a games console though, I can drive a different or exotic car every day. Better still, I get to push to the limit and have some real fun, knowing the environment is totally safe.

Modern simulators are very good because in reality it is rare that anyone has the chance to drive £250,000 worth of supercars for real, let alone exploit their true potential and staggering performance - unless of course you get treated to a ‘real driving experience’, which coincidentally, I did last week.

My partner kindly bought a voucher to drive a Ferrari 360 and when I arrived other cars were available too. I could not help but indulge in the opportunity! First I sampled a Lotus Elise, then the Ferrari 360 and finally, the full 428bhp of an Audi R8. Later when my partner asked if I enjoyed myself, I replied to her ‘Oh yes’ but to be honest, I think I might need another go just to be absolutely sure.

Wednesday 2 May 2012

Experience

Did I speak too soon? No sooner did I say our finances were in a good position that the UK economy has gone back in to recession! In a way, I’ve always been slightly paranoid that a double-dip might occur. Maybe every business owner feels the same way but do I need to be so concerned? Could things really get as bad as they were a few years ago when we lost 65% of our turnover?

When I think back to April 2009 and how the recession affected us, there were many factors putting us under pressure. First we had gone through a period of rapid growth with increasing numbers of customers using account facilities; secondly we registered for VAT and it meant a lot of changes in our accounting systems; third we had tiny overdraft facilities; fourth our old booking system was on its last legs and lastly; we were launching our new booking system with the biggest change and investment we had ever made. It took all of our savings, removed any financial safety net and required a migration which consumed considerable.

Admittedly, the booking system was 50% grant funded but the level of uncertainty surrounding the financial support was stressful because it removed control from our company which made it very difficult to plan. In addition to all of this, our old (home grown) booking system was struggling to cope with the volumes of work we were putting through it and needed constant attention from myself to keep it running. What is more, our drivers were accustomed to a level of income that they expected to continue and questioned my decisions constantly as they saw their earnings decrease – it was unpleasant to say the least.

Sometimes when I think back to three years ago I giggle and question if I was completely mad? Looking at our situation today, we are in a much more comfortable position. First, we have the experience as a team to take tough decisions (and react quickly). Second, we have considerable credit facilities should we need them. Third, our cash flow is significantly better. Fourth, my time is more flexible and readily available to deal with emergencies. Fifth, our IT systems are stronger, more modern, incredibly efficient and externally managed. Sixth, our payments to drivers take less time to manage. Seventh, we have early warning systems should anything change unexpectedly and finally - above all else we are settled.

Wednesday 25 April 2012

The Feel Good Factor

The last couple of years at DrivenByQ have been a bit slow in some ways. Although our turnover has increased quite impressively, we haven’t had the growth in new customers that we were once accustomed to. Personally, I think one of the reasons is because we haven’t had a buzz like we used to have in the early years.

I suppose, I blame this on the fact we’ve had to rebuild our finances after the recession of 2009 and even 2010. We’ve needed to be carefully with our cash and very strategic on where we spent it – even to the point of being boring.


Being conservative is fine but inevitably it has an effect on morale (and people pick up on it). Thankfully, it has never caused us any real issues but I’ve been aware of it in the back of my mind. Gladly though, I think we are finally in a position to be a little bit more adventurous.

Historically, we have always paid ourselves (the business owners) as customers paid our invoices - sometimes waiting sixty day for some accounts to clear. As part of the wave of changes I am making this year, the first thing I have done is ensured that the people who own DrivenByQ are now be paid on the same day we send invoices – just like the rest of our team.

Bringing payments forward like this has delivered a lump sum of cash to the owners of DrivenByQ and generated a feel good factor. In addition we’ve integrated Google Maps in to our software. It has saved time in lots of areas and become a real novelty. Right now there is a new enthusiasm and excitement in our team - just like the good old days; and I have to admit. I like it!

Friday 13 April 2012

Why Reinvent The Wheel?

Over the last few weeks our work levels have increased. In response, we have introduced new drivers. Initially we send them job details by email or SMS with something like ‘Mr A, at 08.30 from Hotel X to Office Y’. This is fine for a short period but we prefer to introduce our booking system as soon as possible.

Traditionally, most drivers keep a diary but occasionally they forget to transfer information in to it. In addition, they can accumulate corrections and scribbles when journeys get frequently changed which can become confusing to interpret. Further still if copying information manually there is always the possibility to make mistakes.

At DrivenByQ we store our data electronically in the cloud. This way, everyone has access to it remotely and it is always current or up-to-date. Not only that, but it facilitates faster, more efficient communication. When you add online booking to the equation, everything becomes highly automated too.

Using data electronically means our team can manipulate it or add value without ever needing to copy information manually outside of one integrated system. In some ways, it is like a production line flowing raw materials in to a finished product. This is critical for our team to comprehend because it transfers us to a different realm of administrative efficiency, removing tasks and virtually eliminating overheads. It keeps us lean; reduces errors; lowers costs and delivers higher quality to our customer.

Presenting our booking system early on and explaining how it works is an opportunity to introduce our culture. The focus though is not high-tech gadgetry but high quality service. All we ask is that drivers have their own smart phone to login and read jobs securely. When they realise changes made by a customer are immediate on their device, they also recognise our technology means a lot less effort for them too. After all, that is what efficiency is all about.

Monday 2 April 2012

All Hands On Deck

Over the years, I’ve learnt to delegate and free up my time. Basically half my week is spent on critical tasks and the rest is flexible. Mostly, the clear space in my diary is used to help promote DrivenByQ. Sometimes I attend networking events or engage in social media for example. The reason I work this way is so I am approachable if something unexpected crops up. Additional demand on my time or the business doesn’t cause a crisis and I’m available to lend a hand if need be.

Last week, this strategy paid dividends because the level of work we had increased dramatically and I was required to contribute some long hours as a driver. Really we should have seen it coming but being so close to Easter we thought things would be fairly quiet. On reflection the Chancellor delivered his budget and the 5 April year-end was approaching so maybe we should have anticipated a blip in the level of corporate travel required at short notice?

In our booking system we have a button labelled ‘stats’ that brings up a snapshot of our business for the previous and upcoming seven, fourteen and thirty days, it also compares how the company was operating at the same time a year previous. On one hand it delivers our Key Performance Indicators so we can see if anything is off track but on the other hand it also helps us anticipate or plan for seasonal changes.

This time last year our figures included two of our biggest customers hosting conferences and one other major customer had an unusual peak in their demand for travel. The turnover was encouraging and we didn’t expect to be up on those figures this year. In fact we are up by around 20% and to top the week off we had a three car booking from a potential new customer. So it looks as though the time I leave as disposable might well be used on ‘new driver training’ and keeping the ‘team dynamic’ that can be felt as we continue to grow.

Friday 23 March 2012

Selling. DrivenByQ Style

Suppose you’re watching the nail biting concluding episode of a gripping drama series. You’re about to learn if the main character lives or dies as fireworks explode in the epic final climax. Your door-bell rings. You curse but go to see who it is. A double glazing sales agent is in your area and has a fantastic offer. Are you excited?

In the last couple of blogs I wrote about my enthusiasm for a new idea which could revolutionise the promotion of DrivenByQ. I’m really keen on the concept of attraction marketing as a strategy and how it could help introduce new customers using a very subtle approach - hopefully removing the days of cold-calling for good!

The plan is to remove chauffeur services from our marketing and instead, deliver a new (totally free) ‘value-add’ service for our existing customers. If we understand their needs accurately enough, I also believe we can fuel substantial growth in promoting this to new customers.

Over time it would be nice to let new prospects experience DrivenByQ without employing our core service and recognise we don’t need the hard sell. After all, who really wants to be disturbed by a salesman when they are already happy doing what they are doing?

Monday 12 March 2012

A Marketing Epiphany

Last time I wrote about all the pieces of a jigsaw falling in to place and finding the theoretical solution to the big issue that has stalled the growth of DrivenByQ. We’ve captured our local market, found our niche and developed software to ensure we stay way ahead of our competition but the question has always been how do we get more people to use our service?


Well, a couple of weeks ago I was researching some information for the education slot at my weekly network club when I suddenly had an epiphany. For as long as I care to remember, I have been looking at ways to introduce our company directly to new customers using some kind of scientific methodology that a marketing guru has created - but it just has not happened! Then as I was reading about the basics of social media, suddenly everything made complete sense.

Rule number one ‘never, ever self-promote’ – this fits particularly well for a chauffeur service because we rely on personal recommendation rather than our own opinion. Rule two ‘give something away for free’ is in our nature (just look at what we did at Christmas, or even November 2009). Rule three ‘engage’ is something we are just great at with our customers. Finally rule number four ‘enchant’ has always been the key to keeping our customers loyal.

So what next now we’ve realised the basic rules of social media work better offline than they do online? Well, how about using another rule and finding a way of ‘nurturing the relationship’ not just with existing customers but with new ones as well? Apparently, it is a new style of marketing that some gurus have been documenting for the last few years and its name is ‘attraction marketing’. Great eh?

Tuesday 28 February 2012

Reality - In A Hypothetical World

I’m a thinker. I like to think. I like to ponder and construct strategically complex jigsaw puzzles in my head. I like taking time out to solve puzzles in a theoretical imaginary world that mimics reality in multiple ways where situations twist and turn with infinite possible outcomes. For some people, this is frustrating because for every minute I’m thinking, I'm not actually doing. After all, how can things be moving forward when there is no evidence of a quantifiable and measured development in our business?


Years ago during my engineering apprenticeship, I became aware of the ‘Right First Time’ philosophy. In other words, a good Engineer will take time to consider all parts of a plan and work through them thoroughly before commencing production on the shop floor. This is to ensure that any physical work is only ever done once. It is so that an army of personnel operating expensive machinery and processing precious materials only use their time in adding value rather than producing scrap.

You may ask why this is relevant. Why right a blog about such an odd topic like thinking and pondering? Well, the reason is that, for almost three years, I have been questioning how we can manage to grow on a major scale across geographic regions by replicating a recognised process. It has without doubt been a challenge to find a procedure suitable for our type of company because customers only seem to respond to a subjective, emotive connection they have with a supplier - someone they know and trust on a personal level.

Well, the stages spent constructing puzzles and hypothetical solutions seem to have finally started paying off because in the last few weeks we have visited exhibitions across the UK, read numerous articles and interpreted countless teachings that finally conclude smaller puzzles which in turn form pieces of the solution to one big puzzle - the puzzle that has intrigued me for so long. It is like a final concept has been constructed on a grand, master scale and is finally ready to be built and developed in reality.

Even though it has taken so long and cast so much doubt in the process, I’m glad this lengthy period of physical inactivity has occurred because for the first time in years I’m brimming with a new enthusiasm. I suppose you could compare it to a game of chess where a player takes a very long time to make their move but when they do, they do it with the confidence that every move there after is planned to such a degree they are going to achieve check-mate no matter what.

Sunday 12 February 2012

The Relevance Of Irrelevance

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 have 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 have 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 were to meet me at a designer cheesecake festival would you be surprised?

Monday 6 February 2012

Social Media And Time For A Pint

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 threw your business cards at everyone and then 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, matured and evolved 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 broadcasting.

So for the business owner who ventures on line, 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, is that not what 'being sociable' is all about?

Monday 30 January 2012

The Basics Of Networking

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. Sometimes they are oblivious to the etiquette they should be following.


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 to whom you are speaking 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.

Saturday 21 January 2012

Would You Give Your Keys To A Stranger?

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 the key to a complete stranger and let them take it for a drive?”, you can probably guess my reply.

He 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?

Sunday 15 January 2012

Going Crazy About Being Touched

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 DrivenByQ 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 am 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!

Sunday 8 January 2012

Growing, Times Two

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.