Upgraded Optional Extras

Twice this year our online booking software has been updated. Each time we've gained new interfaces, better functionality or advanced features.

Last time we integrated Google Maps – it made price calculations quicker and it worked with navigation in our vehicles too.

On our latest update we've improved the quoting process. A simple one-click (automated) operation has replaced multiple steps.

Enquiries from travel agents used to be time consuming. Now they are quick and easy and we can do more of them in even less time!

The Legend

This week, Wales Rally GB rolled in to town. I was lucky enough to drive some sponsors to a special stage. I was privileged to watch a display of fantastic vehicles too.

Despite the cars from the current World Championship being driven at Chirk Castle, there was only one car I wanted to see because it is something I've never witnessed before.

I have always loved the Audi Quattro and what it achieved. To see (and hear) it on a stage in the flesh was every bit as exhilarating as I had hoped!

I believe DrivenByQ will follow the Audi’s example. By believing in technology and embracing it, our competitive advantage will leave others far behind.

Customer Complaints

Over the last few months I’ve had a number of occasions to feel disappointed in the service I’ve received from other people. Typical things include a meal arriving late in a restaurant or when a car-wash doesn’t clean part of the car.

I understand that sometimes things go wrong – it can happen to anyone and sometimes all the planning in the world cannot prevent incidents occurring. What is most important though is how you deal with a situation after the event.

Great customer service is understanding your customer's emotional state and doing everything possible to make things right. This is where you earn your reputation and people talk about what you did to put something right rather than what went wrong.

At DrivenByQ mistakes don’t happen very often. If they do, we commit a lot of resources on fixing them. We take a deliberate approach in delivering the very best customer service. First we apologise, next we investigate and then we do something exceptional.

Formulating A Plan

For the last few weeks I’ve been discussing commission rates. The way we control these is through a formula in a spread sheet which is applied at the end of the month when our drivers are paid.

The truth is we love formulas at DrivenByQ. Sometimes the more intricate they are the better. They allow us to apply a degree of refinement to different areas of our operation.

One such place is our pricing. Effectively we discount longer trips relevant to the mileage someone travels. We do this in steps and level off the small idiosyncrasies between steps with another formula.

The only problem is, when someone calls for a price, we sometimes have to call back a few minutes later. This is a small price to pay though if you know the detail we go to in order to be accurate.