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On Tuesday, June 18, the Illinois Limousine & Bus Association (ILLBA) held another session of their midmorning Coffee With ILLBA webinar series. With guest speaker Jim Luff of Aurora Payments, the online event tackled the topic Everything You Want to Know About Chargebacks but Are Afraid to Ask.
In the midst of a heatwave in Chicago, ILLBA President Tracy Raimer of Windy City Limousine & Bus and Secretary/Executive Director Paula DeBiasi addressed upcoming events in the Midwest that will be of interest to operators, specifically the NASCAR Chicago Street Race, the Republican National Convention in Milwaukee, and the Democratic National Convention in Chicago.
Luff was then introduced, who kicked things off by acknowledging that chargebacks are “a necessary evil of the business.” The 35-year veteran of the luxury ground transportation industry and Aurora Payments’ association relationship manager then launched into a PowerPoint presentation.
ILLBA President Tracy Raimer
First and foremost, the session elucidated the definition of a chargeback, namely “the payment amount returned to a credit or debit card after a customer disputes the transaction.” Luff then detailed the three causes of chargebacks, which include True Fraud, Friendly Fraud, and Merchant Errors. True Fraud refers to a customer’s use of a stolen or counterfeit card. To defend yourself from this crime, Luff suggests that operators have procedures in place to verify the ID of the person using the card. Also, he advised that operators be ready to notify the credit card company with a “Code 10” transaction, which alerts the bank of a potential unauthorized purchase. Friendly Fraud, which Luff said is on a huge uptick since COVID, occurs when a family member or employee uses a credit card. In these cases, documentation of the service (e.g., GPS tracking) or threat of legal action generally dissuade the chargeback. The third category of chargeback, Merchant Errors, generally happens when a customer doesn’t recognize the business name on their statement. Again, documentation is key to defending your company in this instance.
Guest Speaker Jim Luff of Aurora Payments
Luff also reviewed the telltale signs of telephone fraud (i.e., overly chatty customers who request that the charge be run immediately) and common myths of chargebacks. Above and beyond everything, operators are strongly encouraged to respond promptly to any chargeback, even if it’s a small amount of money. Ultimately, too many chargebacks on your record can hurt small businesses and negatively impact their relationships with credit card companies. The presentation concluded with a lively Q&A session.
ILLBA Secretary/Executive Director Paula DeBiasi
Before ending the webinar, DeBiasi reminded operators that Chicago City Tax Filing is due August 15. She and Raimer also encouraged all operators and chauffeurs to report illegal operators at the airport. While they said that airport officials and police are making an effort to reduce bad actors, they simply don’t have the manpower to oversee all curbside activity. Taking cellphone pictures of license plates goes a long way with shutting down illegal activity. Incident reports can be accessed by clicking here.
If you missed this month’s Coffee With ILLBA, simply click here for a recording of the proceedings. The next webinar is scheduled for July 16, and will focus on low-cost marketing ideas.
Visit illba.org for more information.
[07.01.24]
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It is with heavy heart that Chauffeur Driven announces the passing of industry mainstay Kaye Marseilles after a long illness. She was 72.
Kaye is best known for being part of Grech Motors’ superstar sales team for more than three decades. However, she began her time in the industry as a chauffeur, eventually starting her own limousine service. In 1988, she joined popular limousine manufacturer Krystal Enterprises in sales, a position she held through the company’s transition into Grech Motors.
“I am lucky to love what I do and enjoy working for my clients to have them grow with me,” she said of her sales career.
A regular at tradeshows and industry events, Kaye was much beloved by operators and other sales professionals.
“Sometimes there’s that one person that from the moment you meet them, they make an impact on you for a lifetime. That was Kaye Marseilles—not just a treasure to the industry, but truly one of my very best friends. Words will never describe how thoughtful and kind she has been to everyone she’s ever met. I aspire to one day be just half as great a person as she was and always will be in my heart,” says Tammy Carlisle of Action Worldwide Chauffeured Transportation.
“Kaye will be missed by many in our industry. Her bright smile and charismatic personality made her someone we all wanted to be around. She will always be our queen!” says Tami Rutter of Commonwealth Worldwide.
“Sad to hear of Kaye's passing. I first met her a few years ago at an industry show. Although I was certainly not the prospective client she was looking for, she took a genuine interest in my small company, and we had some great chats. May she rest in peace,” says Paula DeBiasi of Chicago Coachworks.
“Life will not be the same without Kaye. She was a legend and gave so much to this industry. I will miss her so much, especially at the shows. It was her and I against all the men lol!” says Tina Hyde of Executive Coach Builders.
“Kaye Marseilles was trailblazing woman! She was a top performing sales star in a time when women were not expected or respected. May God bless her family with the peace that surpasses all understanding,” says Yvette Roybal of Octane Buick GMC.
The Chauffeur Driven team would like to extend their condolences to Marseilles’ family and friends. We will post information about services once they become available.
[06.25.24]
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Reston President & CEO Kristina Bouweiri at the awards ceremony
Kristina Bouweiri, president & CEO of Reston Limousine & Travel Service, adds another prestigious award to her lineup of accolades as she has been named an Entrepreneur Of The Year (Mid-Atlantic region) by Ernst & Young. She was one of 11 business leaders across the DC corridor to receive the honor (profiled here).
EY Entrepreneur Of The Year, previously called the Ernst & Young Entrepreneur Of The Year Awards, recognizes the ambitious leaders of high-growth companies who are creating a more equitable, sustainable, and prosperous world for future generations. The award is granted annually to burgeoning and established entrepreneurs regionally in the US and throughout the world across a wide spectrum of industries.
The prestigious award on display
Reston was founded in 1990 with just five cars and grew to 250 vehicles with 450 employees thanks to Bouweiri’s grit and ability to build meaningful connections in the D.C. area as well as the industry. The company has been a major player in the Washington, D.C., and Northern Virginia market for decades.
Bouweiri (in green) was one of 11 entrepreneurs awarded
The regional winners were chosen by an independent judging panel made up of previous award winners, leading CEOs and other business leaders. Candidates were evaluated based on their success in creating long-term value through entrepreneurial spirit, commitment to their purpose and the demonstration of growth and substantial impact, among other key indicators.
According to EY, these regional award winners will now move on to be considered for the Entrepreneur Of The Year National Awards, set to be presented in November at the annual Strategic Growth Forum, one of the nation’s most prestigious gatherings of high-growth, market-leading companies. The Entrepreneur Of The Year National Overall Award winner will then represent the US as they compete for the World Entrepreneur Of The Year Award in June 2025.
Earlier this year, Bouweiri was also honored by magazine Virginia Business, which showcased 30 corporate leaders from across the state.
Visit restonlimo.com for more information.
Photos courtesy of Kristina Bouweiri/Facebook.
[06.25.24]