Quality Assurance
We are a group of experienced business people, professionals in our own right, who have noted the lack of Private Hire and Chauffeuring organisations who can provide a thoroughly comprehensive and competent service.
Our Team of Drivers
The back-bone of our organisation is our team of drivers - predominantly owner-drivers using their own vehicles, they take a pride in transporting their customers to their destination in comfort, style and safety, and in giving a quality of service.
Most have been running their own business for many years, and are dedicated to providing an outstanding level of quality service - and they understand the meaning of professionalism and service.
They also take enormous pride in their own vehicles, which range from prestige saloons, executive MPV's (People Carriers) and limousines; to "stretch" limousines and luxury mini-coaches.
We have a strict policy of only employing drivers who are fully Licensed; whose vehicles are regularly Tested and Licensed by the relevant Authority; and are fully and comprehensively insured.
And we not only check the paperwork - we thoroughly interview each driver applicant and vet their vehicles, and then monitor every drivers' on-going progress as part of our procedures to ensure that our standards of quality of service are maintained.
Our drivers are certainly not the "average taxi-driver" - they recognise the benefits of our organisation and policies, and our high standards actually result in the best of them queuing to join our team !!
Our Administration Team
Our Administration Team is tasked to give the same level of quality of service as our drivers. They answer the telephones promptly, and establish the identity of the caller and their initial requirements quickly to avoid any confusion.
They provide clear and competitive pricing, which is confirmed in writing, so that our customers know exactly how much their journey will cost. They establish the customer's detailed requirements so that a vehicle can be allocated with adequate capacity to collect and carry the number of passengers, and their baggage, in comfort and safety to their destination
Having established this "customer specification", the arrangements made are again confirmed in writing, to ensure that they are satisfactory and comply with the customers' requirements.
Our Team will confirm these arrangements, together with any background information, to the allocated driver and vehicle. Where the customer is to be collected from an airport, train station or similar, their arrival will be monitored against the scheduled arrival time, so that their allocated driver is prepared for any delay - or early arrival.
Our team can also provide information on local services, accommodation, entertainment and other facilities, and have an on-going programme to develop links to such services and facilities that we consider meet our own standards.
Customers' Charter
Our aim is to provide you, our customer, with -
- Confirmed arrangements that meet your requirements
- Clear and confirmed pricing
- On-time collection, with clear driver identification
- Should your arrangements require collection from a flight, dock-side, train journey or similar, and there is a delay to the scheduled arrival time, our driver will wait at no extra charge (except for any car parking charges)
- Delivery to your destination in comfort and safety, and in the most efficient and effective manner
- Any assistance practicable with on-loading and off-loading your baggage
- Drivers who are smartly turned out and are happy to provide the service and assistance you should expect of a professional organisation
- Vehicles, whether prestige saloons, executive MPVs (People Carriers), limousines or luxury mini-coaches, which are comfortable, clean and properly maintained, and are fully Licensed and regularly Tested by the relevant Authority.
We will always treat your requirements and arrangements with discretion and integrity, and should any problems arise, we will deal with the situation fairly and openly.
Quality Assurance
To ensure that we are actually meeting our ideals for quality of customer service, and up-grade our practices, we need to continually measure our performance through quality assurance techniques.
One of the more noticeable and practical methods is to regularly ask a selection of our customers a series of questions, including -
- Did we respond quickly and clearly to your initial enquiry ?
- Did we provide a clear price for your journey ?
- Did we confirm the final arrangements clearly and concisely ?
- Did we collect you at the agreed time ?
- Did our driver clearly identify himself / herself to you on arrival / collection ?
- Was our driver properly turned out and of smart appearance ?
- Was our driver attentive on your arrival, and assist with your baggage ?
- Was our vehicle clean, tidy and comfortable ?
- Did our vehicle have adequate space for you and other members of your party, and your baggage ?
- Was our driver competent in his driving skills and give full regard to you and your comfort and safety as a passenger, as well as other road users ?
Finally, and particularly important -
- Will you use us again, and
- Will you recommend our services to others and if not >> why not ?
We appreciate that responding to such questions can be time-consuming and tiresome, and would apologise for any inconvenience - but we are also sure that once you have experienced -
- Our levels of personal service, and care
- The comfort and style of our prestige vehicles and limousines
- The efficiency and helpfulness of our booking and arrangements
You will be happy to help us maintain, and further improve, our standards !!
