Many different types of businesses and companies fall under the “service industry” umbrella. From carpenters to hairdressers to wait staff members, plenty of people need to be well-versed in customer service in order to properly do their jobs. While most companies in the service industry place a great deal of importance on proper customer service and approval, other companies unfortunately do not follow this general rule. Chris Welsher, the owner of the Missouri-based company Murcielago Limos, has been in the auto and customer service industry for years. Much to Welsher’s chagrin, he has come to notice a trend among limousine rental companies that he fears might one day reflect badly on his own business: an attitude of apathy towards customer service.
Unlike many other companies involved in the service industry, limousine rental companies do not get many repeat customers. The average customer who rents a limo does so, on average, two or three times throughout his entire life. The only exception to this rule is people who use limousine rental companies for their airport shuttle services, in which case the company in question might pay a bit more attention to the customer involved. However, generally speaking, limousine rental companies do not expect repeat business from a typical single individual, and are therefore less focused on fulfilling the individual customer’s needs.
The limousine rental business is also one in which references are not always used. Since the average customer looking to hire a limo is doing so as a one-time splurge, he is less likely to seek references. Furthermore, since plenty of people out there have never rented a limo at all, the average customer might not actually know anyone personally with experience in the area. Since reliable references are not always easy to come by, most customers tend to forego the references and choose the company that seems to offer the lowest price available.
Unfortunately, sometimes price isn’t everything. Most people who hire a limousine do so to ensure that their transportation experience is not only convenient, but classy. A limousine company might offer a lower price than some of its competitors, but that does not always make for a pleasant ride. You could find yourself in a situation where your driver is unfriendly and fails to show up on time; or, a limo might arrive at your doorstep in poorly-kept condition. You might also find a limousine company that will offer a low price over the phone in order to lock you into a nonrefundable reservation fee, but then tack on additional charges after the fact. In all of the above scenarios, even if a customer complains, the company is not likely to care or do much about it since it never counted on getting repeat business out of that customer in the first place.
While many limo companies unfortunately do not focus on customer service, Murcielago Limos is different. Chris Welsher places a high value on customer service and feels that all customers deserve to be treated with respect regardless of whether they book a ride once or a hundred times. Of course, he doesn’t expect to suddenly turn the limo industry into one that attracts repeat customers; all he can really hope is to reap the benefits of having customers come away with positive experiences that they might tell their friends or colleagues about. Unlike other limousine company owners, he also encourages his potential customers to ask for references so that they are truly comfortable with him and his business.
As a customer, you are worthy of respect no matter what the industry in question might be. Limousine companies are certainly no exception. So whether you’re a repeat customer or a person looking for a one-time ride, you deserve nothing less than a satisfactory experience both on the road and off.
