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BY BILL FAETH
There will be life and business after coronavirus.
The questions on everyone’s mind are how fast business will come back and when we’ll be “normal." I am an optimist, so I believe we will see the ground transportation industry moving again starting in June with leisure travel (I am writing this in mid-April), followed by business travelers in July. It will be a slow return until the public has confidence.
The truth is, it’s anyone’s guess. Sure, we all have opinions, but Mother Nature is in control right now.
As we all wait it out, there are things you can be doing now to increase your preparedness and increase the odds of your business coming back faster. It is critical to use this time to sustain and even strengthen your relationships with your clients by engaging your existing base. When we as a nation start moving, we are going to where we are comfortable—our trusted partners.
1. Call your clients. Now is the time to reach out to your clients and have a conversation with them. In no way should you be selling to them, but you should be checking in on them, asking how they are doing, inquiring if you can help them in any way, and letting them know you are still open and operating as an essential service with updated sanitization and safety protocols in place.
Start by calling the clients with whom you have the strongest relationship, then move on to your most valuable clients. Schedule time on your calendar to make these calls each day (at the same time), so it becomes a part of your daily routine.
2. Write emails. Most companies I have worked with over the years don’t prioritize email marketing to their clients and prospects because “they don’t have time.” Well, now is the time to start writing emails that you can use when your business starts to roll again. You should begin by understanding that the content within your emails should be uniquely targeted to the different types of clients you have (I call them Buyer Personas). There’s no one-size-fits-all email here.
Identify your Top 3 Buyer Personas and write three emails to each of them, personalize them, and make sure your content benefits them and not you. This segmentation is vital because not all content will apply to all targets.
3. Update your website/social media. This is a BIG one as your website most likely doesn’t contain content regarding your new protocols for combating the spread of COVID-19 (protecting both your clients and chauffeurs). Now is the time to define (update) your SOPs for disinfecting your vehicles and sanitizing them after each trip, as well as the procedures you are taking to keep your staff safe. Post on the homepage of your website along with additional protocols such as contactless service, luggage handling policies, greeting policies, etc., and then link to a dedicated page on your website that has images to accompany these steps. Pro Tip: Include this information in the emails you start writing to your clients and your social media posts across all channels.
4. Prepare. Execute. Before you start on these projects, take some time to plan out your strategy by documenting goals, objectives, and timelines. Then start preparing by gathering the needed assets and resources you will need. But, before you do, be sure you schedule your “execution time” on your calendar, so it becomes a priority. Now you’re ready to execute. This part is simple if you have made it a priority and have the focus to complete each task before you move onto the next. Don’t move onto the next until the previous task is completed. It will be a recipe for failure as the uncompleted tasks pile on top of each other. One at a time!
Be among the few who is well prepared with a plan of attack. You should be thinking about this like you are starting your business from scratch again as you rekindle relationships, while targeting new verticals and prospects when you begin to grow again. It’s not going to be easy, but the ones who prepare and work the plan now will have an advantage when the world slowly opens again for business.
Bill Faeth is the founder of Limo University. He can be reached at bill@limogrowth.com.
[04.20.20]
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- Category: Industry News
Prevost, builder of premium motorcoaches and high-end motorhomes, recently announced updates to its parts and service center procedures. The Quebec-based manufacturer has 19 parts and service centers throughout the U.S. and Canada. All service centers currently remain open, but many are operating under amended hours. Details about specific centers can be found at prevostcar.com.
According to the press release:
“The Prevost Parts & Service Teams remain committed to providing the best possible service during this time. We have implemented new procedures to promote safety for both our employees and our customers. These procedures include contact-free coach drop-off and parts pickup, extra measures to systematically sanitize high-touchpoint areas, and encouraging team members to practice safe social distancing. We are here for you during these uncertain times and encourage you to contact us at prevostcrisissupport@volvo.com for any crisis-related needs.
Steps for Contact-Free Drop-Offs
- Call the service center of your choice and discuss your service needs
- Establish a service plan with your advisor and exchange all vehicle information over the phone
- Determine a time with your service advisor to drop off your vehicle
- Drop off your vehicle at the appointed time. Your service advisor will contact you with any questions or concerns that arise during service.
- Once the work is complete, your service advisor will contact you via phone to arrange pickup and payment.
Steps for Contact-Free Parts Pickup (place your parts order online or over the phone)
- Call your local branch to set up the pickup time
- Proceed to your local service center to pick up
- Follow local signs and directions to Will Call area
- Call the service center branch upon arrival to confirm pick-up
- Sign your paperwork and take your order
For service support outside of a service center, contact your Customer Support Manager directly via phone or email. A list of CSMs and their contact information can be found at prevostcar.com.
[04.17.20]
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The American Bus Association (ABA) announced it has launched a new task force as it works to help motorcoach and tourism members with the next steps of recovery after the COVID-19 crisis.
The task force will be led by ABA Chairman Don DeVivo of DATTCO in New Britain, Conn., and ABA Board Member Terry Fischer of Transportation Charter Services in Orange, Calif., and will be composed of motorcoach industry safety professionals. The task force will work with other transportation industry sectors on best practices to ensure the health and safety of employees and passengers.
"There will be a new norm for the motorcoach industry when the doors open again," said DeVivo. "Everyone will need to consider all safety implications post-COVID-19 to ensure the safety of our employees and passengers."
The task force will work to develop a path forward for not only the cleanliness of motorcoaches but explore new methods and approaches that protect everyone on the bus to ensure that motorcoaches retain their essential role in a post-pandemic multi-modal world.
"We expect the end product to be a guideline that all in the industry can follow," said Fischer. "Our customers and our employees are now hyper sensitive to how quickly something can spread and it is our duty to help mitigate that."
Visit buses.org for more information.
[04.17.20]