Eye Of The Tiger

This week, we had our first management meeting of the year. We discussed the development a new business plan, a new marketing plan and a list of proposed updates for our bespoke cloud software.

Our original business plan defined how we would operate, what our goals were and how we planned to achieve our objectives. The new business plan however is a lot more substantial and focused on evolution rather than creation.

This time we are planning for several stages of growth that will take us from being a local company to a regional and established brand leader. This will inevitably mean some big changes in many key areas and development of our team.

The real challenge however is keeping one very important thing exactly the same - what we deliver right now to our customers. That friendly, non-assuming approach that feels comfortable, enchanting and endearing.

Project X

In November an email arrived from one of our account customers saying ‘thank you for being such a valued supplier’. It went on to declare how important our relationship was and then requested a reduction in prices by 10%. They call it Project X and are applying it to all suppliers regardless of their size, history or credibility.

From time to time customers will inevitable look at their costs and try to reduce their outgoings. At this point you have to ask yourself if you wish to retain a customer by altering your costs or if it is better to lose the customer for a short while until they recognise the quality and value you deliver is difficult to find elsewhere.

My response was to stand firm in the negotiation process but in December the customer moved their business. Coincidentally because of their complex invoicing system and extended payment terms it left one alternative supplier available to them which is a taxi firm who charge £130 per week ‘settle’ to their owner-drivers.

At DrivenByQ we don’t charge settle because our overheads are so much lower. We are a virtual company with no need for bricks and mortar and our administrative costs are reduced by our cloud system. Similar to the taxi company however, we do take a commission from each account journey.

The difference is that after commission, our drivers still receive between 20% and 50% more than a driver at the taxi firm. That means they are motivated, positive and willing to invest in proper vehicles. It ensures we attract the right people who understand the importance of quality too. I wonder how long it will take the customer to realise that?

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.

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.

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?