BAD MANNERS: How would you like it if you sat down at a restaurant, you and a companion ordered food, and then. . . you were told you must pay a 20% gratuity? Or if your boss told you that YOU MUST pay out of your own pocket for mandatory Christmas gifts to your fellow co-workers? Then why do some operators levy a "gift tax," err, gratuity on chauffeured clients?
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GOING PRACTICAL: Adding a Kia into a fleet of luxury vehicles has subjected me to countless comments and jokes from friends and colleagues but all I see is $$$$.
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As an operator, I can be critical and spot all chauffeured errors, but this company really needs to read LCT Magazine and get a clue.
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A TEAM TO REMEMBER: How do you orchestrate sumptuous service with style and smiles? I found out on vacation. . .
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SPECIAL SERIES: The Hyatt conjures up thoughts of luxury. Do they deliver? Four days gave me plenty to observe.
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NETWORKING FOR CUSTOMERS: Facebook industry “friends” share promotional ideas and socialize across the country.
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AS-DIRECTED: Scheduling a 24/7 operation poses personal challenges with the unpredictable birth of a grandchild. You need the flexibility of a chauffeur waiting for a late client.
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PREPARING FOR THE WORST: Limo crashes always seem to focus on the chauffeur. AND DON'T CALL HIM A LIMO DRIVER!
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The toughest part of running any business is the human factor, which means you will never please everyone.
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BREAK SOME EGGS: While everyone would like to get out the door by 5 p.m., I have never seen anyone drop dead from missing the door at 5 p.m. We must never forget our purpose is to serve. . .
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Do you have employees that have become stagnant? Sometimes you need to clean the house and that means showing people to the door.
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JIM LUFF: A customer’s definition of efficiency may vary from yours. When reservations need to be made, make sure you answer your phone live or risk losing valuable business.
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SILLY BUREAUCRACY: Operators contending with inconsistent and unreasonable regulations in Hillsborough County, Florida win a key victory.
As most of you know by now, I never let. . .
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NO MORE FEAR: In these difficult economic times, we must concentrate and avoid falling into depression and fear. Stay positive and make it a GREAT day.
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SURVIVAL STRATEGY: Sensitive pricing for today’s economy can make you flexible enough to get the sales volume you need.
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NO MORE NEW MOONS: This week, Jim Luff shares painful personal details on the effects of depression in his family.
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NEW OPPS: With the limo-bus charter business still sluggish, California operator Jim Luff sells a wine tour on Facebook.
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DONE DEALS? Price conscious shoppers using multiple online limo finder services can cost you big money to get the sale as you pay for the same lead to multiple brokers.
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CONFUSION: Time changes affect scheduling and raise questions: Do people understand it happens at 2 a.m., or do they really fall back at midnight?
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SLIPPERY FINGERS: The transportation business affords many opportunities for employee theft. From the theft of time through unauthorized use of vehicles to the theft of fuel, cash, beverages and other things, theft prevention is a constant battle.
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PAINFUL LESSON: Knee-jerk reactions can kill relationships. Make sure, whether professionally or personally, you always GET THE FACTS BEFORE YOU FACE OFF with someone.
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BACK IT ALL UP: With so much at stake, redundant systems are a must.
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V-DAY OPPS: How did various operators do on Valentine's Day 2010?
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ALWAYS LOOKING AHEAD: Everyone wants to give excellent service, but what is it?
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ALL TALK AND ACTION: Putting money where my mouth is through financial rewards. . .
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WHAT A GREAT SHOW: I grow professionally every time I go, and meeting new people motivates me for the whole year. . .
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DRIVE AWAY CAM: Whether by design or via a business model that wasn’t very well thought out, DriveCam has made it clear they don’t want to do business with our industry.
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GETTING IT TOGETHER: By now, I have mastered the art of preparing for and getting the most out of the International LCT Show. How do you stack up?
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NOTHIN' BUT BETTER TIMES AHEAD: There is something about the New Year celebration that is almost like wiping a slate clean. . .
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CHAUFFEURED HORROR: A breakdown with a busload of passengers near Los Angeles brings me to the brink. . .
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BACK ON THE ROAD: I learned two important things this week while riding along as my son handled a limo run at LAX. . .
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Listening to employees and resolving conflicts are effective ways to avoid costly lawsuits. . .
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Wishing You And Yours A Happy Thanksgiving and taking stock of all I am thankful for. . .
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WORD GETS AROUND: First impressions are lasting and social media kills when it comes to bad customer service. . .
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CLIENT COURTSHIP: How do you pursue a potentially lucrative account as an outsider? When do you throw in the towel and move on?
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SHINING A LIGHT: When generous people need a hand themselves, will you be there to help them? A request for prayers and good wishes for Ken and Susie Martin of Stardust Cruises Limousine Service in Santa Maria, Calif. . .
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PERSEVERANCE: Be patient, be persistent, and stay positive. Focusing on those three Ps when trying to score a contract will keep you from the fourth P that can kill a deal: Taking things too personally.
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SOCIAL NETWORKING offers plenty of pros and cons for you and your employees. One thing is for sure: Don't venture into the online social scene without the social skills. . . .
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I learned a lot of things the easy way at LCT East. . . .
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FOLLOW UP: Those guys in suits in Oklahoma operating the limo party bus that can’t be called a party bus aren't what you would think.
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OPERATORS & REGULATORS: In one of the most helpful moves made by the NLA in recent history, NLA attorneys spell out everything you need to know about compliance with labor laws specific to the industry, including the hot topic of "employee vs. independent contractor.”
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OPERATORS & REGULATORS: TGIS Party Bus, an Oklahoma City based operator recently received a letter from an attorney for OKC Party Bus, also known as Ragin’ Transit Authority. The letter asked TGIS to cease and desist using the name “Party Bus” as apparently OKC Party Bus has a trademark on the name “Party Bus” — at least in Oklahoma.
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OPERATORS & REGULATORS: The Hillsborough County Public Transportation Committee is on my radar again as the Florida Legislature and Tampa citizens wrestle with overzealous acts, such as declaring that the Mercedes “S-Class” models are not luxury vehicles!
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No one ever seems to know how minor damage occurs. Some say the dent fairy did it. I think of fairies as good luck so I think dent fairies should fix dents at night while you sleep.
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SNEAK PEEKS: What would you do if your employee called one of your clients for a date?
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TELL ME MORE: From employee versus independent contractors, credit card fees, the price of fuel, or government control, I want to hear what’s happening in your world. Writing a blog each Wednesday is something I enjoy. But only when people read it. I want to hear about hot topics that we can discuss, debate, argue or just plain bash.
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SHUT UP N' JUST GIMME MY BRISKET: Employees represent your company. Do you know what they are saying?
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SETBACKS & COMEBACKS: Las Vegas chauffeurs continue to battle Bell Transportation in court over pay issues seeking court approval to send the case to the 9th Circuit Court of Appeals in San Francisco.
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HANDLING FREEBIES: No matter how long you have been in the business, you have without a doubt had a family member or close friend ask you to provide them with a limousine.
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REGULATORY SOUP: Our business is governed by the PUC, CHP, LAX, Labor Board, IRS, a host of airports, and city and county government agencies. It seems as if you have to be a rocket scientist just to keep up compliance with every agency that rules us. I was reminded of this recently as I stopped to pump gas in my car.
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FOR LIMO CLIENTS, CREDIT IS BETTER THAN CASH: There are three types of clients: Corporate clients; well-to-do cards with Gold Amex cards; and cash customers.
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CHAUFFEURS AND DRIVERS ARE THE FACE OF YOUR COMPANY. One chauffeur can literally drive your client to leave your company and you may never know that you have lost the client as a result of actions by your employee.
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AS THE INDUSTRY WATCHES: The Bell Transportation wage saga might be an ideal time to examine your own pay methods before a judge decides what is right and wrong in payroll arrangements — as was the case recently with one of the largest limousine companies in the nation and its employee chauffeurs.
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GET CREATIVE TO STAY AFLOAT: Livery companies frequently are sideline operations of other businesses or part of a collection of small businesses held by a single owner. So more and more limousine companies are finding creative ways to keep money flowing in while staying true to the core values of being a limousine company. . .
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JIM LUFF: Not only are they not always right, many times they are so difficult to deal with that they should be directed to another livery service. . .
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LETTING GO: In November I took the plunge and hired a personal assistant to help me organize my life and take care of business. To some, it may seem like a frivolous expense. . .
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JIM LUFF REPORTS: Our last and final full day at the resort proved to be just what a vacation, luxury, and anniversary day should be. Perfection was achieved and the day was spent in the lap of luxury from the time we woke up until the time heads hit the pillows.
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A horrible let down –
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VACATION LESSONS: Never stop networking or getting noticed; and never stop noticing all the customer service around you, as Jim Luff demonstrates. . .
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LCT WRITER AND VETERAN OPERATOR Jim Luff has ended up at a rough resort of sorts. Yes, the view and climate are great, but everything else reminds him of the need for good customer service. . .
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RESORT TROUBLES BECOME TEACHABLE MOMENTS: Vacationing Jim Luff is taking lots of notes on bad customer service. Aside from wanting to make sure his resort never gets his repeat business, Jim sees a silver lining lesson in everything. . .
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WHEW. We're glad we finally heard from Jim Luff, who is frolicking in coastal California wine country. If you recall, before he left he had to deal with a tragic employee death and a major leak on his business property. After finally getting away, his laptop crashed, delaying vacation updates. But he's managing to turn his vacation into lessons on customer service that can apply to operators everywhere. . .
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KNOW YOUR PLACE: Which is, back at work. Who did Jim Luff think he is trying to relax at home for two days before heading to the California coast for an extended vacation? How dare he try to get away from a 24/7 chauffeured operation? As Jim reports in his latest vacation dispatch, if a major infrastructure problem and employee death are meant to occur, it will happen on your vacation. . .
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LESSONS FROM LEISURE: Even seemingly routine vacation activities offer operator Jim Luff the openings to network, market, and eyeball customer service. . .
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ONE TOUGH VACATION CUSTOMER: Don't think that just because Jim Luff is heading to the beach until June 8 he won't be working. Whether he bellies up to a bar, buys an ice cream cone, or sits down to a sumptuous dinner, he'll be sizing up the customer service and demanding the best -- just like he insists his company provides. Jim starts his first-ever series on vacationing as the owner of a 24/7 chauffeured operation. . .
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WARNING ABOUT WAGES: This week, operator and LCT scribe Jim Luff delves into the difficulties of defining wages and compensation for chauffeures and employees, and how one major chauffeured transportation company could be facing a rude reckoning.
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DEALING WITH DOOM N' GLOOM: LCT contributing editor Jim Luff has been noticing how many businesses are desperately cutting prices as consumers pull back on spending. What does that mean for your operations? How do you stay busy without giving away the store? You can tell Jim all about it below
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BUYER BEWARE: While the recession offers many opps to cut great deals on products and services, one area where operators can ensure maximum value is with a vehicle warranty. Make sure the coachbuilder promising the quality moon will be there for you if things go wrong. Now is a good time to extract extra safeguards and guarantees with a warranty. As Jim Luff has learned, don't assume a warranty will automatically work.
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NAME BLAME: LCT Magazine's veteran operator-writer, contributing editor, and online columnist Jim Luff tells a tale this week of an industry war and clever name-game in Denver.
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OPERATORS MUST UNITE: How much government can we take? We must band together as an industry and hold busy-bodies accountable.
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BARTERED RUNS: Are you trading to survive? Finding good values?
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OPERATORS ON THE SPOT: Client cancels at the last minute due to weather conditions. What do you do with their money?
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OFFENSIVE CLIENTS: At some point you must draw the line on obnoxious behavior, LCT contributing editor Jim Luff reported earlier this week. So what happened with the unruly customer on the limo roof?
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OFFENSIVE CLIENTS: At what point should the line be drawn on offensive passenger behavior while intoxicated?
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RECEIVABLES TRICKLE: While sales have remained steady, getting paid is another matter. LCT contributing editor Jim Luff, also owner of Limousine Scene in Bakersfield, Calif., shares the domino effect and asks. . .
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ETHICAL PRACTICES: At what point is a last minute cancellation from an affiliate billable? LCT contributing editor Jim Luff, also owner of Limousine Scene in Bakersfield, Calif., shares his cancellation policies….
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LCT CONTRIBUTING EDITOR JIM LUFF shares major changes in operations technology during his 19 years in the industry. What are your war stories?
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LCT CONTRIBUTING EDITOR and "fashionista" Jim Luff offers firsthand experience on what to wear, and what not, and why it means so much to your business image. . .
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SELECTING A CHARITY: Jim Luff discusses the benefits of charity work.
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GOOD USE OF TIME: Jim Luff discusses social networking and community involvement.
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