BUS CAPTAIN TRAINING 2019

CHARTER 101:Service Standards

& Protocols

A dissatisfied

consumer will tell

between 9 and 15

people about their

experience. About 13%

of dissatisfied

customers tell more

than 20 people.

Source: White House Office of Consumer

Affairs, Washington, DC

The OLD method for calculating guests’

dissatisfaction with service…

…pales in comparison to the immediate

and worldwide reach of the internet

IN AN INSTANT, THE WORLD KNOWS

EVERYTHING THAT HAPPENED IN YOUR CAR(OR AT LEAST WHAT THE GUEST SAYS HAPPENED)

• 145 Million visits per month

• 80 Million MOBILE visits per

month

• 18 Languages

Yelp statistics by DMR

Facebook statistics by STATISTA

• 1.71 Billion users worldwide

• 945 MOBILE users

• EVERY modern language

• For every customer

complaint,

statistically there

are 26 other

customers who

have remained

silent

Source: Lee Resource Inc

It takes 12 positive service experiences to make up for one

negative experience

>

Source: “Understanding Customers” by Ruby Newell-Legne

Attracting a new customer costs 5 times as much as keeping an

existing one

Source: Lee Resource Inc.

Even in a negative economy,

customer experience is a high

priority for consumers, with

60% often or always paying

more for a better experience.

Motor Coach Transportation is

ALL ABOUT the experience!

Source: Harris Interactive,

Customer Experience Impact

Report

QUESTION:

What is the best way to ensure great

service?

PRINCIPLES OF MOTOR COACH SERVICE:

Trip Preparation

Bus Captain Welcome

Service Protocols

Appearance

Responsiveness

Closeout

PREPARATION1114 Ballentine Blvd, Norfolk VA 23504 Phone 757-625-4633

Location Manager: Chris Rambo Shop Manager: Tim Smith Coordinator: Sheryl Hall

Vehicles

Vehicle pickup and drop off procedures:

• Get current door code from dispatch

• Vehicle keys will be located in/on vehicles

• Personal vehicles parked in designated areas. DO NOT BLOCK ANY GARAGE DOORS.

• Personal valuables should not be left in company vehicles.

PREPARATION

Operational Information, Forms, Interactive Reporting on the

website portal:

https://agofflimo.com/bus_captain_chauffeur_portal/

Current Password: __________________________

PREPARATION

Closest Quarles Local Locations

• 4545 Progress Road, Norfolk, VA 23501

• 2401 Turnpike Road, Portsmouth, VA 23704

• 3471 South Military Highway, Chesapeake, VA 23320

• 617 Wesley Drive, Virginia Beach, VA 23423

• Location Finder 1-877-444-3835 AND ON PORTAL

Quarles Cards may be used at any commercial station that lists

Voyager on the pump.

PREPARATION

Paperwork

ALWAYS try to have physical paperwork/trip ticket

Highlight/circle key elements on the trip ticket in order to re-verify and error-proof, such as:

• Date

• Time

• AM/PM

• Pickup/drop location

• Vehicle/service type

• Flight info (if applicable)

• Guest phone #/contact info

Confirm vehicle assignment with dispatch,

and assess if it is appropriate to perform trip

• Is there enough space for indicated #

of guests and luggage?

• Is location reachable by vehicle type

(i.e. bridge weight/height, unpaved roads, etc.)

PREPARATIONRouting

Review the routing for the trip; determine the best route and several alternates utilizing the following tools:

Google Maps

• Google Earth for satellite photo when possible; gives a physical image of location.

• Contingency plan for alternate route in case of traffic or weather issues.

• Enter location into Google web search.

• May reveal that address is a business or landmark, and easier to spot from street.

GPS

• Route trip.

• Compare to map and note differences.

• Note and adjust as necessary.

• Program alternate routes.

PREPARATIONHistorical Data

Google Web-Search

Enter guest/group name into Google

May return insight on guest/group; needs/interests

Learn and practice pronouncing guest/group name

Dispatch

• When possible, ask dispatch to look up travel history

• Are preferences noted?

• What other Bus Captains have transported group?

• Contact other Bus Captains to see if they have recollection of group.

• Directional or routing notes from prior pickup locations.

• Has there been any feedback?

• Complaints?

• Compliments?

PREPARATIONBus Captain Kit & Supplies

Any black carrying case which holds critical supplies.

Typical Items

• GPS (Garmin Diesel)

• Maps

• Phone/Tablet Chargers

• Tape

• Screwdrivers

• Flashlight

• Notepad

• Pens

• Pocketknife

• Spill Kit

• Broom/Mop

• 10 Trash Bags

• Sign Making Supplies

• Gloves

• Paper Log

• DOT Paperwork on Bus and Bus Captain

• Extra Clothing/Food

• Paper Towels, Extra Toilet Paper Rolls

• Big Container for Water (Collapsible and Durable is Best)

• Toilet Refresh Chemicals (Inca Gold, Packets, One Shot, Etc.)

• Extra Oil, DEF, Coolant

PREPARATIONTime Management

Estimate how much time is required to prep prior to start of day

Estimate personal travel time to reach office/vehicle

• Add 25% contingency

Allow appropriate time to inspect and prep vehicle

• Double it

• Vehicle may not be properly cleaned and/or prepped

• May need to wash, vacuum, deodorize vehicle

• Vehicle may have mechanical or cosmetic issues rendering it unusable

• May need to switch vehicle or effect repair

• ALWAYS assume the worst and allow time to remedy

Estimate travel time to pick-up

• Research traffic conditions patterns

• Google maps : type in “traffic conditions” and use the name of the city

-VDOT Website www.usroadconditions.com/va.shtml

PREPARATIONTime Management

-Research construction projects that may contribute to delays

-Add 50% contingency to estimated travel time

-Allow for arrival 60* minutes prior to scheduled p/u time

Have an estimated time of travel ready for your guests if asked

-BE CONSERVATIVE!

-Estimate 25% higher

-Let them be pleasantly surprised rather than disappointed

Allow time for the unforeseen

-Guests late, unscheduled stops, etc.

It is much preferable to be early, and have extra time on-site to review routing, scout the pick-up location, or even just take a breath and relax. Guests can readily sense when Bus Captains are rushed or tense. Better to be early and present a relaxed, prepared demeanor.

PREPARATIONVehicle Familiarization

Know where essential controls are located

See Portal for Manufacturer Links

• Pre-set as many controls as possible

• GPS

• ELD (Currently Blue Ink Tech – Soon Saucon)

• Temperature

• Radio Stations

• Mirrors

THE WELCOME

Personal Appearance

A professional appearance is essential to a favorable impression with customers. Good grooming and appropriate dress reflect employee pride and inspire customer confidence.

THE WELCOME

Personal Appearance

Avoid fragrance

Formal business attire per company standards

• Class 1 – Black Pants, White Shirt

• Class 2 – Add Tie & Coat

Wardrobe clean and in good repair.

THE WELCOME

Vehicle

Washed

Swept

Spartan

Fragrance-free

Radio

Temp

•Set between 70-72 degrees dependent upon season

PROTOCOLS

Pickups• Name sign in front or side window

• Arrive 60 minutes in advance

• Text group leader 15 minutes prior

• Call 5 minutes prior

• Location

• Hotel/office

• Visible

• Loading door access to exit door

• Ease of departure/avoid having to back-up

• Airport

• Offsite until called by group leader

• Meet & greet

PROTOCOLS

Pickups

Guest interaction

• Greet formally

• Good morning, etc.

• Addressed by name when possible i.e. Mr. Smith, Ms. Jones otherwise with “Sir” or “Ma’am”

• Assist with baggage

• Offer, but do not grab or take items without permission

• Place items at side or rear of vehicle then load guest FIRST, luggage SECOND

• Note the number and type of all items

PROTOCOLS

Pickups• In vehicle

• Confirm the number and type of baggage loaded

• Confirm destination/stops

• Point out features

• Exit Windows

• Restroom

• Wi-Fi Password

• 110 Volt Outlets

• Entertainment Controls

• Seatbelts

PROTOCOLS

Driving

Driving style

• Two hands on wheel

• Glide in and out of stops

• Do not exceed posted or safe speed

• Avoid unnecessary lane changes

• Avoid risky maneuvers and illegal driving

• No shortcuts through parking lots

• Light touch on brakes, use natural deceleration as much as possible

• Avoid sharp turns

• Drive as if there was a glass of water on dashboard

PROTOCOLSArrival/Unloading

Announce approach to destination

Position vehicle

• As close to location as reasonable

• Door side adjacent to destination

• Safe location for guest to exit

• Do not let guest exit in street

Engage park and exit vehicle quickly

• Release luggage doors if applicable

• Wait at bottom of stairs for passengers to exit

• If assistance is needed, offer forearm, palm down

• Remind guest to collect any personal items

• Cell phone

• iPad

• Bags

PROTOCOLS

Arrival/Unloading

•Attend to any baggage

• Place on curb, NOT in street

• Inspect passenger cabin to verify that guest has not left any personal items.

APPEARENCEProfessional Decorum

• Formal greetings and titles

• Speak in complete sentences

• Pleasant and welcoming at all times

Engage as engaged

• Do not offer handshake first, shake only in

response

• Avoid making judgements regarding your guest

• Everyone deserves excellent service

• Do not initiate non-essential conversation.

• Do not fill empty space with chatter

• When engaged, avoid controversial subjects

• Religion

• Race

• Politics

• Under no circumstance discuss

• Personal matters

• Company business

RESPONSIVENESS

Be prepared to explain processes to guests

• You are the professional

• It is important that guests understand in order to feel fully cared for

Every action should be untaken with the goal of pampering the guest

• Avoid “No”, try to find ways to be helpful

• Find ways to go above and beyond

• Client, NOT friend

Changes are part of our business

• Be prepared to:

• Reroute

• Add to an itinerary

• Extend or shorten trips

• Rely on experience and training to improvise when needed

RESPONSIVENESSIssues

• Immediate acknowledgement, do

not try to hide or sugarcoat

• Assume ownership

• See through to the solution

• Apologize

• If your fault, acknowledge

• If other’s fault, express

empathy

• Utilize resources

• Dispatch

• Support staff

• Hotel

• Airport

• Restaurant

CLOSEOUTWhen the trip is complete:

• Assist with doors & luggage as discussed prior

• Remind the guest to gather their personal items

• Ask if there is anything else that you may do for them

The job is not done when the destination is reached, it is

important to ask if there is anything else the guest requires.

This is what separates our industry as Hospitality providers

rather than simply transportation companies.

If guests simply wanted transportation, there are much less

expensive and readily available options…guests do not hire us

to get from place to place; they hire us to provide good

feelings, a level of pampering that is outside the standard

experience.

As such, it is critical to ALWAYS thank guests for their

business. They MUST be appreciated, lest they be inclined to

send that business elsewhere!

CLOSEOUT

Paper Ticket

• Complete

• Accurate

• Legible

• Signed

• Timely

• 12hrs

Online Portal submission

is preferred.