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

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 software system (loaded from a disk and run on a single computer in their office).

The problem is 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 their dedicated 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

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 like filing receipts or 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 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

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 reduction in demand but we 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..

Following on from my previous blog theme of chauffeur driven car travel for celebrities or VIPs, I am 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?

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 have 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?