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How To Run A Taxi Service: Prevent Negative Word Of Mouth MarketingRun a taxi service? Clueless how to manage word of mouth marketing? This article offers several valuable tips! Word of mouth plays a very important role when it comes to
the perception of your taxi service in your area. Research shows that for every
person willing to talk about something positive, there are three people willing
to talk about negative stuff. Here's an story from my personal experience: I went to a
computer store several days ago. An employee approached me and asked me if I
needed any help. I asked for a special kind of blank DVD disk with a certain
coating on the surface. The store rep immediately said: "Oh, you've got a
Gateway computer [he could tell because only Gateways use DVDs with this
special kind of coating]. You know, Gateways really suck. And, their tech
support, if you call them, is even worse than Dell's!!!" If you start paying attention to what people like to talk
about, you'll notice lots of negative word of mouth marketing. People love
talking about what's wrong. That is not something you want happening to your taxi
company. Therefore, when somebody misses their train because your driver was
late, have your driver them to the next train station, even if the one they
were going to was five bucks to go to and the next one is twenty bucks. Pay the
driver from your own pocket and get over it. I strongly believe that every
dispatcher should have some "credit," There should be a list of
situations when dispatchers are authorized to give rides "on the
house." When they use this credit, they should be informing you about what
happened, why it happened and how they used the money. Drivers should never be making settlements with customers
of your taxi service themselves,
unless it is something you've specifically covered in the driver's manual. Why shouldn't they be making settlements themselves? Two
reasons: first of all, drivers should always be informing the dispatchers what
is going on and what they're doing and second, when a passenger has to talk to
somebody on the phone, it cools the angry passenger off. It significantly
reduces the risk of verbal abuse and physical violence. Usually when drivers give angry customers the phone and say:
"Hey, talk to my dispatcher" customers realize that yelling and
screaming at the person driving the car won't help, because it's the person on
the phone who is the boss.
Both dispatchers and drivers that work for your taxi company should
never argue with angry customers. Arguing with angry customers is like throwing
wood in the fire. It only makes them angrier. There are two things drivers and
dispatchers should be doing. First, they can try to find out what the customer
wants and settle down the situation. Second, if the customer is angry and
yelling Article Tags: Negative Word, Mouth Marketing, Angry Customers Source: Free Articles from ArticlesFactory.com
ABOUT THE AUTHORTom Terrence is an expert on taxi business marketing and operations, creator of the Taxi Business Profits Success System & Cab Millionaire Club and a coach to taxi business owners worldwide. Visit his website www.TaxiBusinessAdvice.com for more free articles and resources for taxi business owners and managers.
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