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Big Group Business Bodes Well For Motorcoaches: [Feature] JAN. LCT: The 2016 outlook is bright, but managing client expectations and budgets can be sticky issues. http://www.lctmag.com/Operations/article/710222/big-group-business-bodes-well-for-motorcoaches?utm_source=dlvr.it&utm_medium=tumblr #Article

2008, Dodge Charger, Sedan Stretch Limo: [Limo For Sale] Make & Model: Dodge Charger Price: $32,000 Category: Charger http://limoforsale.com/limos-for-sale/dodge/charger/2008-dodge-charger-sedan-stretch-limo-6380.html?utm_source=dlvr.it&utm_medium=tumblr #LimoForSale

#Charger

2012, Freightliner M2, Mini Bus Limo, Tiffany Coachworks: [Limo For Sale] Make & Model: Freightliner M2 Price: $99,995 Category: M2 http://limoforsale.com/limos-for-sale/freightliner/m2/2012-freightliner-m2-mini-bus-limo-tiffany-coachworks-6369.html?utm_source=dlvr.it&utm_medium=tumblr #LimoForSale

#M2

How To Speed Date For Lasting Limo Connections: [Feature] JAN. LCT: In a fun and productive session of the show, I hosted a networking mixer that greased new friendships and referrals. http://www.lctmag.com/People/article/710206/speed-dating-for-lasting-limo-connections?utm_source=dlvr.it&utm_medium=tumblr #Article

[Operator Profile] Veterans Day: Joshua Seabrook, who served as a combat medic in Iraq and Afghanistan, now runs a 12-vehicle operation in Indiana.

How To Structure A Limo Sales Force For Results: [Feature] NOV LCT: Operations of all sizes should create a sales environment in line with the company’s culture. http://www.lctmag.com/Operations/article/107993/how-to-structure-a-limo-sales-force-for-results?utm_source=dlvr.it&utm_medium=tumblr #Article

[Limo For Sale] Make & Model: Ford Excursion XLT Price: $17,995 Category: Excursion XLT #LimoForSale

#Excursion XLT

Keywords buses CH Bus Sales mid coaches motorcoaches new vehicles TEMSA Global vehicle debut video Follow @lctmag on Twitter #LCT #Limo

Uber is reportedly plunking down as much as $500,000 to become the exclusive ride-hail service of Super Bowl 50, according to Quartz. As part of the deal, Uber will have its own pick-up and drop-off zones at Levi's Stadium in Santa Clara, Calif. Other app-based car services, like Lyft, will not be allowed at the Super Bowl. The deal is a first for Uber, which has been barred from operating at previous Super Bowls because of traffic restrictions or rules imposed by the host cities. Thanks to the sponsorship deal, as well as the game's proximity to Uber's San Francisco headquarters, the company will have unfettered access. TheVerge.com article here Keywords California operators on-demand service San Francisco operators special events Super Bowl TNCs Uber Follow @lctmag on Twitter #LCT #Limo

" width="291" height="352" />LIMA, Ohio — After a deadly accident and the subsequent recall of certain limousine models, a Lima vehicle manufacturer has found a possible solution to the problem. Though Accubuilt, with a plant in Lima, didn’t make the faulty vehicles, it has dealt with the litigation, recall and solution. The recalled vehicles were made in Springfield, Missouri, by DaBryan Coach Builders, before Accubuilt purchased DaBryan in 2005 and moved it to Lima. Lima News article here Keywords Accubuilt coachbuilders DaBryan Coach Builders limousine fires stretch limousine vehicle recalls Follow @lctmag on Twitter #LCT #Limo

Cybercriminals don't care that much about your credit card number anymore. Uber, PayPal and even Netflix accounts have become much more valuable to criminals, as evidenced by the price these stolen identifiers now fetch on the so-called "deep Web," according to security company Trend Micro. CNBC article here Keywords criminal incidents customer service data security fraud passenger safety TNCs Uber Follow @lctmag on Twitter #LCT #Limo

LAS VEGAS, Nev. — Doug Lipp and Peter Sheahan, two dynamic experts in leadership, customer service and organization motivation strategies, will be the keynote speakers at the 2016 International LCT Show Feb. 29 — March 2 at Mandalay Bay Resort and Casino. Doug Lipp has spent 25 years working from the front lines to the boardrooms of corporations around the world. He worked at Disneyland providing the well-known “Traditions” orientation program and other leadership courses. One of the many pivotal moments in Lipp’s career with Disney came in the mid-1980s when the corporate culture changed from “we’re the best, why change?” to “don’t rest on your laurels.” In addition, Lipp was part of the start-up team for Tokyo Disneyland, working in Japan for two years creating Disney’s first international theme park. Lipp has authored six books including his most recent, “Disney U,” which tells the inside story of Disney’s training and orientation programs that provides lessons for how any company can motivate and train employees to succeed in the global marketplace. Doug Lipp will speak Wednesday, March 2 from 9 a.m. to 10 a.m. Info: www.lctshow.com. Peter Sheahan, a successful entrepreneur, is CEO of ChangeLabs, a global consultancy that focuses on behavioral change projects for clients such as Apple and IBM. Throughout his career, Sheahan has worked with some of the world’s leading brands, including Google, News Corporation, Harley Davidson and GlaxoSmithKline. As a global leader, Sheahan’s insight into business trends and the changing needs of customers and staff have made him a regular presenter on Fox Business, ABC and BBC. He is the author of six books including the international bestseller “Fl!p” and “Generation Y.” His most recent release, “Making It Happen,” unpacks his insights on the execution of ideas through focused business growth, understanding buying behavior and compelling market positioning. Peter Sheahan will speak Monday, Feb. 29 from 3:15 p.m. to 4:15 p.m. Info: www.lctshow.com. Keywords ILCT 2016 industry education keynote speakers Las Vegas limo tradeshows Sales & Marketing staying competitive tradeshow preparation Follow @lctmag on Twitter #LCT #Limo

" width="340" height="255" /> KING OF PRUSSIA, Pa. — The Philadelphia International Airport has become a hotspot against UberX as the Philadelphia Regional Limousine Association (PRLA) continues to press airport management, the police and city administrators to step-up enforcement against illegal UberX drivers that work the airport. In addition, there’s no brotherly love in the city of Philadelphia for UberX by its sister UberBlack division — legal in Pennsylvania — that has staged protests against UberX drivers cannibalizing their business. At the Jan. 13 meeting of the PRLA, Michael Barreto (Flyte Tyme / Philadelphia office) said that along with the fight against UberX, the association is also trying to alleviate overcrowding conditions at the airport’s private transportation holding lot, now that UberBlack vehicles are working the airport. “It’s a complete lack of communication and education by Uber to its X drivers because a lot of the drivers don’t even know they are operating illegally. They just sign up and start roaming the airport picking up illegally at curbside,” Barreto said. “And then you have the Uber Black and SUV drivers sitting in the holding area who aren’t making a dollar, so you see how the company doesn’t care about its drivers.” Barreto added that the PRLA continues to work with the multiple authorities that govern the airport to remedy both the parking situation and stricter enforcement against illegal TNCs. “We’re not against people working, but a lot of the Uber Black drivers are new immigrants who get into a toxic vehicle lease with Uber, and then burn money with fees sitting in the lot, and it may take them 20 trips to earn a dollar, and they can’t make any money because of Uber X,” said Barreto, adding, "and Uber calls its drivers ‘partners.’” Keywords airports Flyte Tyme limo associations Mike Barreto Pennsylvania operators philadelphia Philadelphia Regional Limousine Association prla Steve Rhoads TNCs Uber UberX Follow @lctmag on Twitter #LCT #Limo

[Limo For Sale] Make & Model: International 3200 Price: $74,900 Category: 3200 #LimoForSale

#3200

" width="289" height="388" />ATLANTIC CITY, N.J. — More business, more revenue, more opportunity, more profit. Those catchwords would appeal to any business owner, especially one trying to get reservation calls for limousine service. “As owners, we want to book all the business we can, and deliver on what we promise,” said keynote speaker Randi Busse, founder and President of Workforce Development Group, Inc. in Amityville, N.Y. The coaching and training organization advises clients on how to improve customer service, retain clients, and boost revenue. “Customers expect exactly what’s there. But do we always give them exactly what we promise on the website? We try to. We want to retain our customers and grow our business.” To get to all those “mores,” Busse first explained why the five steps are needed in the first place. Warnings About Customers The key to attracting new customers and retaining repeat ones is to know how to engage them, and how to handle their complaints and concerns, Busse told an audience of trade show attendees on Nov. 9. Not all customers will be happy. Most won’t tell you, but they’ll tell others, especially in the era of instant, mobile, online communication, social media and forums. “Word of mouse is more powerful than word of mouth,” Busse said. “The smartphone is a weapon that customers can use against you if they are not happy with their experience. If a customer is calling to complain, they want to make it right. Get back to the customer relationship.” Lead and Build Trust Customers often don’t fully know what they need, so a business should know how to lead them, Busse said. “They’re calling you as an expert. You can educate them so you can make the right decision. When a customer calls and wants price, do you really think they want price?” A business needs to solve customer problems, she said. “They need to get from point A to point B. Can anyone in this room solve that problem? Price is important, but if all you do is give customers the price, how are they going to make the right decision?” Giving away price at first turns customers into price shoppers instead of problem solvers, Busse said. “There’s a time and place to say price and it’s not the very beginning. They’re calling because they have a need, and if you don’t book the business, your competitor will get it. If you’re not the cheapest, you shouldn’t talk about price, she advised. No limousine company wants to be the cheapest. “If all your customer wants is price, and that’s all you talk about, then you won’t get business.” No Phoney Baloney The way you answer the phone, what you say, and how you say it determines if you land a customer or customer says, “I’ll call you back,” Busse said. “The best time for a customer to say yes is on the initial phone call.” Employees taking customer calls for limousine service should be trained to ask questions and carry on a conversation, since phone selling is all about forming a relationship. Employees should alternate questions such as “How many passengers? Where are you going? When? How far?” with comments such as, “I can help you with that. Thank you for calling.” Many savvy consumers habitually contact three companies or vendors so they feel like they’re doing their homework and not getting ripped off. “They want to feel like they have a connection to you,” Busse said. [PAGEBREAK] FIVE WAYS ONE: Connect “Don’t say ‘Mam,’ or ‘Sir,’ Busse said. “Nothing is sweeter than the sound of someone’s own name. Give your name. Get the customer’s name and use your name.” Avoid multi-tasking, since it interferes with listening. Busse referred to the old saying about every person having “two ears and one mouth,” which means “we’re supposed to do twice as much listening as talking.” “When I’m calling, I want to be made to feel like the queen,” Busse said. “Everyone is listening to the same radio station. Don’t be I, I, I. When customers are calling, they are the most important people.” TWO: Ask questions, but don’t interrogate. Employees can be tempted to interrogate because there are so many questions that go into arranging a limousine reservation, Busse said. “Interrogation makes customers feel like they are in jail. You should have a conversation back and forth. If customers feel rushed, will they feel valued and appreciated? Take your time. It is not a race. Two word suggestion: Be curious. What are you curious about? About them, their event, why going, where, where they live. There are so many avenues you can go down to make that connection and have more of a conversation.” Never assume that longtime customers will remain. Operators are only as good as their last ride, Busse stressed. All customers should be schmoozed in friendly conversations in which they feel valued. “We often take our clients for granted. Like marriage, you don’t take a customer for granted. Take care of clients you have. Don’t act like it’s just about getting the most customers. If you take care of them, they will stay loyal. Instead of spending on ads, cultivate customers who give free word of mouth.” THREE: Recommend A limousine operator is not just a business owner, or a salesperson, but also an expert in luxury ground transportation, Busse said. “What do experts do? Customers are looking for you to tell them what they need. Educate your customer, but don’t do it in a condescending manner.” To share expertise, the people handling calls cannot sound rushed. That could stress out or alienate a caller, and result in a lost sale. Invest in 24-hour phone service and enough staff that can afford patience, Busse recommends. Customers call because they have a problem. The limousine operation is the problem solver. “Solve it, don’t sell it. Recommend transportation based on what they are telling you.” You need to give them a reason for your service, she says. And when giving price after explaining the overall value, it’s better to say, “It’s ONLY $125.” “You need to be in the ball park, but it doesn’t mean you want to be lowest in town. If you get a hang-up click, you didn’t connect.” FOUR: Address worries, concerns, and objections Sometimes customers will come up with an excuse, such as, “Oh, I have to check with so and so” before deciding. That’s why it’s important to overcome and address any concerns they have, such as reassuring them the car will arrive early, Busse said. “Give them peace of mind. We have to help them by saying, ‘Let’s go ahead and make the reservation.’ They have to feel they did their homework. You should be confident in your recommendations to satisfy their needs and solve their problems.” FIVE: Assume the sale Assume customers will do business with you, Busse said. There’s nothing wrong with asserting the solution and assuming the sale. “Give them a reason to say yes.” One common technique to help the sale along is to ask, “What other questions can I answer for you, before we make the reservation?” Busse said. “Be curious. Customers have a lot of things on the to-do list. They need to book a car, hotel, go to the dry cleaners. Don’t make customers work harder than they need to.” Even if you have engaged a customer who is still reluctant, don’t give up, Busse advises. “Ask, ‘May I call you back in a few hours? Show you care and that you want to make it easy for them.” Finally, limousine services taking calls should avoid customer service scripts, and instead follow guidelines and suggested verbiage that balances consistency with conversational flexibility, Busse said. “Your customers want to do business with you. How you treat them determines whether they become a customer once, or for a lifetime.” Summary: How To Control The Customer Call Connect: • Provide an assurance of help • Get and use their name • Listen and respond appropriately • Be genuine Ask Questions and Listen: • Why are they calling? • Who do they need? Recommend: • “Based on what you’re telling me, I recommend. . .” Address Concerns • Use clues you got to resolve concerns/objections Assume the Sale • “Let’s go ahead and. . .” Source: Workforce Development Group Inc. Keywords building your clientele customer service industry education LCT-NLA Show East marketing/sales Randi Busse revenue growth telephone etiquette Follow @lctmag on Twitter #LCT #Limo

" />Limoforsale.com always attracts listings of vehicles not typically found in limousine fleets. Just because a vehicle may not be common in the industry, doesn't mean it can't be popular in a local, retail clientele. This is the era of limousine customization, where operators compete to provide something one-of-a-kind for a clients who want to do their own thing. This week's picks speak to those business impluses: 2005/2012 Land Range Rover SUV Stretch Limousine: Available for $40,000 with 72,611 miles, it features 4WD, seating up to 18, custom leather interior, disco floor/ceiling/bars, iPod connection, three DVD TVs, and fiber optic/laser lighting. DETAILS, PHOTOS and CONTACT INFO HERE " />2009 Lexus LS 600h L Sedan Stretch Limousine: Available for $55,000 at 64,935 miles, the model, one of the only in the world, includes a King right rear seat that reclines, massages and vibrates, DVD-TV in the divider, flip-out contract signing tray between two rear seats, drop-down mirrors in the ceiling and 20-in. Lexani rims with new tires. The hybrid engine gets combined fuel economy of 33 mpg. DETAILS, PHOTOS AND CONTACT INFO HERE Keywords custom stretches Lexus LimoForSale.com online vehicle sales Range Rover retail markets stretch limousine used vehicles vehicle sales Follow @lctmag on Twitter #LCT #Limo

Japan's stretched Ferrari F40 replica is back up for sale, according to GTS Spirit. This one-of-a-kind stretch limo was originally converted from a mk1 Toyota MR2 into what is known as a EVA-E20, with a 1.6-liter gasoline engine mounted in the rear. GTS Spirit article here Keywords custom stretches exotic vehicles Ferrari stretch limousine Toyota used vehicles vehicle conversions vehicle sales Follow @lctmag on Twitter #LCT #Limo

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