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- Category: Industry News
You asked for it and we listened. In this column, we ask operators of all sizes and from all walks of the industry a question about their business and report their answers so you can assess how your own company compares to your peers. If you would like to participate, please email Rob Smentek at rob@chauffeurdriven.com for next issue’s question.
TOPIC: How long is your chauffeur training program? What are the three most important things you cover?
Depending on our company’s volume and the experience of the new hire, our initial training program typically lasts one to two weeks. The top three things that we encompass in our training are:
- The administrative side of things with an in-office day-long program onboarding the chauffeur into our software, reviewing our policy manual, ensuring all apps are downloaded and accessible, etc. During this step we also set them up on PAX Training, which they are required to complete prior to being offered live trips.
- We have chauffeurs complete a multi-day “tour” and ride-along program with our chauffeur manager to witness exactly how chauffeur service works on pre-approved in-house client trips and utilize the downtime in between trips to take them to all local landmarks, FBOs, hotels with unique parking areas, etc.
- New chauffeurs are tiered into the types of trips they are offered (starting with easier trips and smaller vehicles before being moved to harder trips with specialty vehicles) and “secret shopped” on a live run within the first seven days on their own.
ExecuStar World Class Transportation in Highlands Ranch, Colo.
Our chauffeur training is ongoing and includes becoming certified in various types of trips such as airport transfers, concert and sporting events, weddings, funerals, and other specialized services where there may be unique expectations for the chauffeur. Our initial training program is a five-day course with the three most important focus areas being passenger safety, professional etiquette, and what to do if they are involved in a collision.
Harry Dhillon, President
Ecko Worldwide Transportation in Santa Clara, Calif.
Our chauffeur training program typically spans three weeks. Initial training with the senior chauffeur is four to eight hours depending on experience. During this time, we prioritize three crucial aspects: comprehensive vehicle safety protocols, impeccable customer service etiquette, and proficient navigation skills to ensure timely and efficient transportation for our clients.
Karl Guenther, President & CEO
Statement Limousine in Sheffield Village, Ohio
Our chauffeur training program runs 32 hours. The three most important things covered are customer service and etiquette, safety procedures, and company policies.
Jeff Greene, President
Greene Worldwide Transportation in Atlanta, Ga.
We have ongoing training with the PAX Training program. The top three things we focus on are exceeding the customer’s expectations, safety-first training, and car maintenance.
Patrick Helvey, Owner & President
Executive Town Car & Limousine Service in Roanoke, Va.
Our chauffeur training program has evolved over the years from a single day, primarily classroom review of our standards and expectations to a three-day comprehensive review of policies, procedures, expectations, as well as a closed and open-road driving test. We cover the history of our company, our company culture, and the importance of the simple fact that we encourage our staff to call with any questions that may occur during your first 30 days of employment.
Len Joseph, President
On The Town Limousines in Frederick, Md.
The duration of new-hire training here varies and is contingent upon the trainee’s prior experience, and ranges from one to two weeks. Following an initial training period, there is additional follow-up training spread over the next three months. The initial training focuses on key areas such as our internal procedures and service standards, safe driving practices, and knowledge of local geography. Additionally, given the increasing technological advancements in vehicles, a portion of our training is dedicated to acquainting our trainees with the features across all the different types of vehicles in our fleet.
Shariff McMichael, President & CEO
Dav El/BostonCoach in Everett, Mass.
Before the chauffeur gets behind the steering wheel, these are our top three focuses:
- A comprehensive program should prioritize teaching defensive driving techniques to ensure that chauffeurs can respond effectively to various road conditions and potential hazards.
- Chauffeurs often interact directly with clients, so training should emphasize professionalism, excellent communication, and superior customer service to create a positive and enjoyable experience for passengers.
- A thorough understanding of vehicle maintenance and knowledge of emergency procedures are crucial for chauffeurs. This includes routine vehicle checks, basic troubleshooting, and the ability to handle unexpected situations or emergencies on the road.
Robert Rodríguez, President & CEO
First Class Destination Solutions in Carolina, Puerto Rico
We have recently hired a full-time chauffeur/talent trainer. The first thing we are doing is completely re-creating our chauffeur training program. Currently, it’s about three days, and the new program will probably be about a week. For CDL chauffeurs, it could be an additional day or two.
The trainer will do everything from onboarding to company standards to ensuring pre/post trips are done properly, along with all their paperwork for DOT.
The three most important things to cover are safety, safety, and safety. In addition, hospitality and providing peace of mind for our clients are critically important.
Tracy Salinger, President
Unique Limousine in Harrisburg, Pa.
We divide our drivers into three categories: non-CDL (sedan and SUV chauffeur), charter bus drivers, and shuttle/school drivers. Since we typically hire trained CDL drivers for the latter two and/or drivers with some type of driving experience, we have the new employee shadow a senior driver for two days and then provide a one-day online training with a new defensive driving course.
We try not to teach them about policies all at once. We train them for the next two weeks and discuss each run that they will be doing, making sure they understand the layout for each day.
Jess Sandhu, Director of Operations
A&A Limousine & Bus Service in Kenmore, Wash.
Chauffeur training is an ongoing process. Sure, you have initial training before releasing them into the wild and expecting them to do everything the way the owner wants; however, bad habits will present themselves over time and need to be corrected. Dash cams, ride alongs, and meetings can help, but wonderful and honest clients are your best tool to address some behaviors.
Quentin Shackelford, Owner
AllClassLimo.com in Wichita, Kan.
For our CDL chauffeur training program, we require a minimum of 10 hours in a minibus and 20 hours in a motorcoach actually driving with me. In addition, there are several days of training in the office and walk around the vehicle training/ADA, etc. Applicants are required to complete our PAX Training program prior to their first day of training.
If I had to pick only three keys, it would be safety/logging/connecting to ELD, knowledge of the equipment, and knowledge of the area.
For non-CDL training, chauffeurs will complete PAX Training as well and will spend at least three days with a supervisor (sometimes longer). The three keys above are covered, excluding logging and ELD use.
Shannon Vaught, Training and DOT Compliance Manager
AJL International in Irving, Texas
Our initial chauffeur training program is five days, which includes an intro to our history, culture, and expectations; defensive driving instruction; PAX Training for lessons and testing; a road test; a day mirroring a senior chauffeur; and a review of their schedules with the dispatch manager. We closely monitor and check in with them for six weeks.
Our key points:
- Safety: This is key in helping us mitigate the ever-increasing insurance rates. We stress the importance of the safety of our employees and customers, and we utilize both in-vehicle cameras and GPS to monitor driving habits and speed awareness.
- Customer service: Our clients expect premium service, and we train our chauffeurs to deliver a Ritz-Carlton experience.
- Communication: This is a critical component in providing our standard of high level of service. We stress the importance of clearly communicating with our customers as well as our dispatch team in order keep them updated with any trip deviations, outlying activities such as recent traffic issues, and their vehicle conditions.
Gem Limousine Worldwide in Woodbridge Township, N.J.
Chauffeur training typically lasts 7-10 days. We have a training onboarding process, and there are no three points that are more important than other items. Each item on the checklist needs to be done before the chauffeur is released on their own.
Scott Woodruff, President
Majestic Limousine & Coach in Des Moines, Iowa
As the roles of chauffeurs and drivers often tend to overlap, we train our chauffeurs to understand the key differences with a focus on three matters: appearance, homework of trip itineraries, and positive attitude in all communications.
Appearance encompasses car cleanliness, professional attire (well-tailored suit, a crisp shirt, a tie, and polished shoes), and overall presentation.
The level of preparation and attention to detail required when it comes to trip itineraries is also different. Chauffeurs are expected to conduct thorough research before each trip to ensure a stress-free experience for their clients.
Finally, regarding verbal or virtual communications, chauffeurs are expected to display a positive and professional demeanor as well as a level of discretion. They must possess excellent communication skills, listening attentively to passengers’ needs and preferences, and responding courteously and respectfully.
While chauffeurs and drivers share the common objective of transporting passengers, we highlight that the distinctions between these roles are significant.
Amy Yan, Co-Founder & Managing Partner
AmyExpress in Hong Kong, China
We invest approximately two weeks in rigorous training for those starting with a clean slate. Even for experienced chauffeurs, we dedicate at least one and a half weeks to ensure they align with our standards and ethos because we believe in cultivating ambassadors of luxury and professionalism.
There are three crucial aspects we cover:
- Professionalism and etiquette: Beyond driving skills, we emphasize the importance of demeanor and presentation. Our chauffeurs are trained continuously to embody grace, discretion, and attentiveness by utilizing the PAX Training program.
- Safety and defensive driving: Safety is non-negotiable. Our program includes intensive training in defensive driving techniques (Smith System, SAFR), handling emergencies, and vehicle maintenance protocols. Whether navigating through busy city streets or serene wine country roads, our chauffeurs prioritize the safety and comfort of our guests.
- Concierge-level service: Our chauffeurs aren’t just drivers but knowledgeable guides and attentive concierges. They undergo training to familiarize themselves with the entire regions we serve, including wineries, attractions, and local insights.
Christina Zanone, General Manager
Beau Wine Tours in Napa, Calif.
We’ve loved hearing your answers to our benchmarking questions—but we always welcome suggestions for future topics, too!
Send an email to rob@chauffeurdriven.com you just might see your query answered in our next e-News.
[03.08.24]
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Affiliate Channel 8 interviews Chauffeur Driven President Chris Weiss
Amid the hustle and bustle of the 2024 CD/NLA Show at the MGM Grand in Las Vegas last week, Chauffeur Driven President Chris Weiss sat down with Brian Will of local Vegas CBS news affiliate Channel 8 to discuss the event. Set up by CD West Coast Editor David Hartson, the interview provided Weiss with the opportunity to expose the show to the public and share a bit about the state of the industry.
AWG Ambassador CEO Alan Waxler speaks about the industry’s Vegas footprint with Channel 8
“It was exciting to be featured on the 8NewsNow segment,” says Weiss. “It’s rare that our industry gets featured by the mainstream media. Many attendees caught the story while in their hotel rooms and were discussing it at our Monday night party, as well as the next day on the show floor. It’s exposure that I hope we can build upon in the future.”
Also featured in the segment was AWG Ambassador CEO Alan Waxler, who spoke about the industry’s local footprint in Vegas.
“Las Vegas is one of the last destinations that provide ‘limousine’ service,” Waxler shared with Will.
The 8NewsNow segment also touched upon the challenges faced by the industry, notably chauffeur shortages and the competition from rideshare companies.
Click HERE to view the story.
[03.12.24]
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With nearly 2,300 operators, vendors, and suppliers, including hundreds of first-time attendees, the 2024 CD/NLA Show offered off-the-charts education, networking, and fun. If we had to sum up the March 3-6 event, we’d say it boiled down to three E’s: energy, excitement, and enthusiasm. The positive vibes displayed at the show had to be experienced to be believed, and we can’t thank you enough for making this the best show we’ve ever seen. And a special thank you goes to all our sponsors, including Title Sponsor Volvo, for their continued support and their part in putting together the event of the year (you can see the entire list of our generous sponsors at cdnlavegas.com).
Those three E’s were in full effect, starting with our three standing-room-only Sunday opening sessions, and it was evident that our attendees were hungry for well-timed solutions to current challenges. With that very goal in mind, the CD/NLA Education Committee, spearheaded by co-chairs Jason Sharenow of Broadway Elite Worldwide (who also moderated several of the sessions) and Karl Guenther of Statement Limousine, knocked it out of the park with their programming.
Whether it was seminars about cybersecurity, business management, estate planning, or marketing, our attendees showed up early, packed into the rooms, and were ready to learn. Equally popular were workshops and sessions that delved into FMSCA compliance, electric vehicles and technology, and wellness—both physical and fiscal. Our Education Sponsor Driving Transactions (along with Coffee Sponsor Buffalo Limousine and Audio-Visual Sponsor Limo Labs) stepped up and played an important role in bringing pertinent knowledge to operators of all sizes and markets.
“This was our first show, and it was wonderful. We learned quite a bit from the educational sessions,” says Peter Fallabeck of Fallabeck Enterprises.
“This was my first time back to the Las Vegas show in nine years. Wow! I was impressed with the educational portion of the show, and the show floor was one of the best yet. Plus, the turnout was great with lots of opportunities to meet affiliates. The CD/NLA Team did a great job. Can't wait until next year's show,” says Jonathan Andrus, Andrus Limousine Service.
From the opening hours, it was obvious that newbies were present and intended to play an important part in this show’s’ success. As such, our First-Timers’ Event (sponsored by Aurora Payments) was a bustling, elbow-to-elbow introduction to the CD/NLA experience. Equally impressive was our Keynote Address, courtesy of sponsors Grech Motors and Onroute. Again, this SRO event, provided by leadership expert and Navy SEAL combat veteran Brent Gleeson, had the industry buzzing with his goosebumps-inducing delivery.
“It was my first time at the CD/NLA Show and it was a great experience! The show floor was impressive and, overall, the whole experience was motivating and educational. I look forward to returning next year,” says Suzy Clifton of Altamont Limo.
“This was my first time coming to the CD/NLA Show. I had a great time, and the classes were amazing,” says Gabrielle Kravetz of JVS Services.
“Excellent show! The speakers were great and on point. I particularly enjoyed the Keynote,” says Gary LeCroy of White Knights Limo and Chauffeured Transportation.
Enthusiastic networking abounded at every corner of the show, both at dedicated events and informal get-togethers. Our Affiliate Central Global Partner Forum (sponsored by Volvo) offered wall-to-wall networking among a record-breaking 107 exhibitors from around the world, eager to meet with operators to forge lasting and beneficial industry relationships. Meanwhile, operators were making new friends and exchanging information at our morning breakfasts and afternoon lunches on the show floor, running into each other in elevators or in the lobby between sessions, or while grabbing a drink at CD’s first-ever Advertiser Meet & Greet (sponsored by GNet). It’s clear that our attendees meant business!
“A never-miss event. The CD/NLA staff knocked it out of the park. The networking opportunities are amazing,” raves Dave Shaw of Olympus Limousine.
“The show is a great way to meet our affiliates and learn something in the process. The roundtable discussions are a great way to force the introvert in me to actually speak to folks instead of just listening,” says Gary LeCamu of Diamond Chauffeured Transportation.
“The CD/NLA Show provides the best networking experience. This is the fourth year that we have come—and will continue attending! The Advertiser Meet & Greet was the best idea ever,” says Rodrigo Medina Marsan of Ibiza VIP Bus.
That excitement, however, extended way past our session rooms; our biggest show floor in years was consistently bustling as operators were actively buying vehicles, technology, and services as they got a taste of the latest products from the vendors that were present. With many operators looking for the latest model years, the show floor presented the perfect opportunity with bus, motorcoach, and OEM exhibitors on hand to supply the newest models geared for our industry. The show floor also hosted some unexpected media coverage and showbiz fun as CD Publisher Chris Weiss was interviewed by Brian Will of local CBS affiliate Channel 8. What’s more, Sirius/XM’s Jonathan Blitt was on-hand with the Howard Stern Show’s Ronnie the Limo Driver, courtesy of Complete Fleet Sales, to talk to attendees about the industry event.
“Best show ever. It was busy and the show floor was crowded. Great job,” says Jimmy Barnes of Jimmy’s Limousine Service.
“This was probably the best show we have attended. A great variety of speakers and events, a packed show floor, and an incredible participation by the international attendees. We couldn’t be happier,” says Yasmin Zafar of GRiDD Technologies/GNet.
And of course, our nighttime networking events kept the energy high long after the lights were turned off in our classrooms. This year, we once again brought a bit of fun to our show floor for our Opening Night Show Floor Party on Sunday night, courtesy of sponsor TEMSA. Live entertainers regaled our attendees with their feats of gravity-defying ball and stilt walking, while magicians mystified with their sleight of hand. What’s more, Marilyn and Elvis strolled alongside the sleek vehicles on display, while caricature artists and photo booths provided showgoers with a light-hearted souvenir. On Monday, we traded limos for a metaphorical time machine, as we stepped back for a battle of the decades for our ‘80s vs. ‘90s party! Thanks to sponsors ANB Trans Inc., Centennial Worldwide Chauffeured Transportation, and Crown Worldwide Transportation, our guests were treated to an incredible night of live music from a band pumping out your favorite hits of the past. What’s more, a photo booth was on hand to capture attendees decked out in their favorite neon and flannel.
“The CD/NLA Show excels in fostering professional connections within the industry, creating an environment that is both accessible and easy to navigate. The investment in their proprietary app (courtesy of North Point Global) significantly enhances user experience, offering a platform that is both efficient and user-friendly,” says Stephanie McKeon of Joshua's Worldwide Transportation.
“Amazing show and networking. The best one in years for attendance and engagement!” says Darren Croasdale of La Costa Limousine.
Once again, we thank our sponsors, exhibitors, speakers, and attendees for making this event another one for the books. We look forward to seeing our friends and colleagues at the future events we have planned for2024. First is the CD/NLAExecutive Retreat in Miami on June 2-5 at the legendary Fontainebleau Hotel. Limited to 200 operators, our retreats offer a blend of high-level educational content, unique networking, local food and flavor, tours, and team-building events to create an amazing, relaxing, and revitalizing experience from beginning to end. Then, October 13-16, we return to the Gaylord National just outside of D.C. for our fall CD/NLA Show.
We’ll have plenty of photos and reminiscences of the 2024 CD/NLA Show in the April issue of Chauffeur Driven.
[03.12.24]