Coffee With ILLBA, the Illinois Limousine & Bus Association’s regular webinar series, returned on Tuesday, April 15. Operators from around the world were logged on for a timely conversation on building and managing a global affiliate network. Moderated by ILLBA Executive Director/Secretary Paula DeBiasi of ChicagoCoachworks, the online session featured a trio of panelists, including Richard de Krijger of DMC Limousines (Amsterdam), Yoali Garcia of Godandi & Sons (Latin America), and Andreas Haase of Royal American Group (Central & South America/Caribbean).
DeBiasi began the webinar by stating that this is her favorite Coffee With ILLBA topic to cover, as she always learns something new. After she introduced the panel, the experts weighed in on the topic of marketing and sales strategies. De Krijger advised all attendees to attend the various industry trade shows as they allow face-to-face interaction with potential affiliates. Garcia advocated for digital segmentation on services like LinkedIn, while also singing the praises of GNet, which allows seamless communication between operators/affiliates. Meanwhile, Haase encouraged operators to contact and regularly communicate with their existing customers.
ILLBA Executive Director/Secretary Paula DeBiasi of ChicagoCoachworks
Inspired by a question from an ILLBA member, the conversation shifted to the process of vetting affiliates, leading each of the panelists to weigh in on the topic. Haase advised operators to have a checklist and service level agreement to standardize procedures, while de Krijger recommended avoiding using Google reviews to vet operators as they don’t present an accurate picture.
“Having a global presence demands excellence,” said Garcia, who believes that booking in advance is a key to success with global affiliates, making note of cancellation policies among operators in different countries/markets.
Other topics discussed included the difference of service levels across the globe. DeBiasi shared a story about a client being disappointed in a lack of leather seats during a ride in Saudi Arabia, unaware that the luxury may be unavailable in the desert climate.
“Learn to accept cultural nuances,” said DeBiasi.
The lively webinar also covered large events in various worldwide markets and the importance of indicating the proper time zone when booking trips with clients. Again, GNet’s value was praised, particularly solving the communication difficulties between countries.
The webinar was recorded and is available for free to all operators on ILLBA’s YouTube channel. Click here to view.
The next ILLBA event is a breakfast meeting on May 13 at a location to be determined.
Visit illba.org for more information.
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