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Grace Limousine and Shuttle CEO Mike Campbell
Manchester, N.H.— Grace Limousine and Shuttle is the recipient of the 1st Quarter 2018 LMC Group Circle of Excellence Award. Grace won the award for excellence in customer service.
As part of their commitment to the best possible experience for their customers, Grace sends a text to their passengers after their ride, inviting them to complete a brief survey. Each week, they receive dozens of responses, providing them with a wide sampling of feedback. Clients rate areas, such as overall service, their chauffeurs, their vehicle, and the phone and booking experience, and their positive responses for each area average between 97 and 99 percent.
“I have had the opportunity for over a year now to witness the focus and importance that the entire Grace team puts into ensuring the best experience for their clients, as well as how the team responds to service issues, survey scores (the good and the bad), and any other opportunities to improve and provide the superior service clients expect,” explains LMC’s Kato Murray, who nominated Grace for this award.
Every member of the Grace team takes the customer satisfaction surveys seriously and relies on them to ensure they providing their clients with the best possible customer service.
“Our customer satisfaction surveys have become a friendly competition among the staff to see what area of the company receives highest marks. Our chauffeur group usually pulls ahead of office and fleet by just a hair, but we’ve all been very pleased to see our great scores,” says Grace Operations Manager Heather Campbell. “The section of the survey where we invite clients to request follow up from a manager has been very helpful. Typically, when we have to follow up, it is because a client can’t say enough great things about a chauffeur’s service, but on occasion this is also a good opportunity to hear any concerns that our clients may have. We have been very pleased with the self-awareness that these surveys have brought to our company.”
Visit gracelimo.com for more information.
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CEO Paul Thompson with his Top HAT Award
Santa Fe, N.M. — Luxury ground transportation provider Santa Fe Valet aka Accent New Mexico was recently awarded Vendor of the Year by the New Mexico Hospitality Association. The company received the honor at the Top HAT (Hospitality and Tourism) Awards Gala held at the Hotel Albuquerque.
Each year, the New Mexico Hospitality Association celebrates outstanding tourism and hospitality teams and individuals who have shown exceptional dedication to their organization and to the growth of tourism in their state. The Top HAT Awards include recognitions in marketing, product development, and personnel, along with premier awards, such as Hospitality Professional of the Year, Tourism Professional of the Year, Hotel of the Year for both limited and full service hotels, and Supplier/Vendor of the Year.
"Receiving positive feedback and warm regards from our clients are both wonderful things, but there’s nothing like being recognized by fellow professionals in a state where hospitality and tourism mean everything,” says CEO Paul Thompson. “New Mexico truly is the land of Enchantment, and Santa Fe is known worldwide as a top tourism destination. Having Santa Fe Valet recognized as an important part of this tourism product is truly an honor and providing excellent service in this market helps to add to the level of its recognition."
Currently Santa Fe Valet aka Accent New Mexico serves the Santa Fe and Albuquerque markets with a 20-vehicle fleet, which includes sedans, SUVs, shuttles, minicoaches, and a motorcoach. Thompson is in the process of purchasing another motorcoach for the fleet.
Visit accentsantafe.com for more information.
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Sue Jarvis-Zobel and Jason Demery
Warren, Mich. — On June 4, 2018, Sue Jarvis-Zobel, president of Aristocat Transportation, and Jason Demery, president of CSI Detroit, joined forces to align both companies under the Aristocat Transportation brand.
Using her 30 years of experience in the industry, Jarvis-Zobel recognized the excellent opportunity when Demery approached her about a possible merger. Demery brings a book of business, strong corporate connections, and over three decades of financial investment experience, which is extremely valuable when planning and forecasting future growth and needs in our ever-evolving industry.
Account Manager Julia Zabel
The decision to merge was an easy one says Demery. "With the excellent operations team in place, state-of-the-art technology and over 60 years of combined experience, the Aristocat Team presents an amazing opportunity to continue to serve my clients in the global market and grow the Aristocat brand with the help and support of other like-minded individuals."
Julia Zabel, the global relations manager for Aristocat Transportation will be the account manager for all of the CSI Detroit clients.
Visit aristocattransportation.com for more information.
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