At Grand Avenue we have specific rules that we follow for each client experience. I take these rules seriously and my clients come back every single time because of it. I’d like to share with you an experience where I was able to do just that with Mr. and Mrs. Smith who were arriving to Nashville from Houston, Texas last week.
I started with the usual details I get – their name, flight number, and their drop off destination. I track every incoming flight with up to four layers of professional flight tracking software that ensures we know what flight is where, when and if it’s cancelled or delayed or on-time. This allows me to follow all flight arrivals and departures closely so that I can adhere to Chauffeur Golden Rule #1 -Never be late.
I arrived an hour early to the garage to have sufficient time to follow Chauffeur Golden Rule #2 -Inspect for cleanliness and safety. During our pre-inspection, we make certain the vehicle we are assigned to will be the safest, cleanest vehicle by following a 30 point safety inspection. Our chauffeurs will never take out a vehicle with even the smallest safety concern, and I like to go a step further and sit where my clients will be sitting. This allows me to see the interior from their point of view and know everything is exactly as it should be.
After the pre-inspection is complete, I stock the car with any appropriate amenities and follow Chauffeur Golden Rule #3 –Be ready for anything. I brought both cold and room temperature water, extra napkins, and my stocked chauffeur bag. My chauffeur bag includes about 75 items a client could need while traveling like toothbrushes, hand lotion, sewing kits, shoe shine kits and even jewelry cleaner.
Before heading to the airport I took a few minutes to map out my best route to the hotel based on what traffic levels would be for that time of day taking into consideration that it was approaching rush hour. Along with checking my best route for standard traffic, I also check two different websites that show current road construction hazards, and up to date car accidents. That is Chauffeur Golden Rule #4 – Know routes and traffic patterns.
I made it to airport baggage claim right on time which in chauffeur time means 15 minutes early. I went ahead to check which baggage carousel their luggage would be arriving and waited, sign in hand, at the bottom of the escalator for my clients adhering to Chauffeur Golden Rule #5 – Wait with a smile. The Smiths came down the escalator and I introduced myself and welcomed them to Nashville. I asked if they had checked on any luggage, which they had, and I led them to their carousel.
We left the airport and headed to The Hermitage Hotel. On the way, the Smiths told me this was their first time to Nashville and requested a stop by the Ryman Auditorium on the way there. While we were there, I gave them our company iPad and suggested they utilize our Wi-Fi capabilities to find the best time to take a tour. While they looked, I called the Hermitage Hotel concierge to let them know the Smiths were about to arrive to be sure that they’d be greeted properly by the hotel staff. I gave Mr. Smith my company business card and let him know that he could call me if he had any further questions, needed dinner reservations, or wanted to set up a tour of Nashville. Chauffeur Golden Rule #6 – Exceed Expectations Every Time.
I love giving my clients more than they expect and at Grand Avenue it’s what makes us different from everybody else. In fact, the Smiths had such a good experience that they booked our services for the next 3 days – Chauffeur Golden Rule #7 – Follow Rules 1-6!Tags: limousine, limousine industry, Nashville