Taxi companies can indeed take measures to increase their customer satisfaction. We talk about this with Stijn Preuveneers of Volt District, a Belgian company that in the past already advised various companies active in the passenger transport sector in this area. The consultancy provides guidance, among other things, in improving and optimizing customer relationships.

What is the first step for companies that want to improve their customer experience?

“First determine what the customer can expect from you. Determine within how many minutes the customer needs to be helped. Also determine within how many minutes the customer will receive a confirmation containing all the details of the planned trip, such as the name of the driver up to and including the journey itself. So first determine your complete strategic framework. This way you decide for yourself at which moments you want to offer which experience. In such a way that the customer is happy to book again next time. “

Which parameters are crucial to make a customer experience worthwhile, especially within passenger transport?

“Every customer’s desire is that everything should be as fast, easy and pleasant as possible. That applies to just about every sector. In passenger transport, this starts with the booking system, such as via an app or telephone. It is also interesting if the customer can follow the taxi on his app. This way it can follow perfectly when the taxi is there. You can of course send an SMS in advance. Those processes must be quick and easy.” What should the driver pay attention to during the journey?

“The biggest difference is made in the taxi itself, by the person carrying out the transport. The taxi driver has the greatest impact on the entire experience. Address the customer personally by name. When you are greeted personally, you already feel very welcome. Briefly introduce yourself as a driver. Then the customer knows who his driver is. After all, you’re sitting close together in a car with someone you don’t know.” What can the driver do then?

“As a driver, try to be friendly, unburden the customer and be proactive. In addition, try to clarify how long the journey will take and what it will cost, if this has not been agreed in advance. A target price is more than sufficient. Taxi users think about this the most, as we have noticed. If you can immediately remove certain concerns from the customer at the start of the journey, it improves the experience for the customer. Try to place the personal bond with the customer at a slightly higher level.” What should the driver say during the journey?

“Try to share information. If you find yourself in a traffic jam, tell them that the ride might take a little longer. If the ride turns out to be slightly more expensive, the customer will not be surprised either. Telling personal stories is also possible, but then you have to check in advance what kind of customer you are in the car with. After all, some customers just want to be left alone. Feel that a bit. The driver’s personal approach certainly makes a difference.”

Do companies require a different approach?

“Yes, of course. Companies often also send taxis to pick up their visitors. They really pay attention to how professional that company is. Always open the door in a professional context. Always help with loading and unloading the suitcases. During the ride you can always ask whether the air conditioning should be lower or higher. A receipt is also very important for those who use the taxi professionally.”

How do you deal with negative reviews?

“Always interact with the customer. And respond to it in a positive way without arguing. That creates more trust with other customers who read the reviews. They see that the company attaches importance to it and, if necessary, also draws its lessons from it.”

This article previously appeared on sister magazine TaxiPro.be. Read the whole article here.

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