BY KEVIN ILLINGWORTH
Classique Worldwide Transportation President & CEO Kevin Illingworth
When I first started out in this business more than 35 years ago, I never imagined the journey would be this rewarding—or this challenging. From running my first trips with a phone and a clipboard to managing a full-service operation with a world-class team, the industry has changed dramatically, but the core values that drive success have remained the same. As Classique Worldwide Transportation celebrates 35 years, I want to share some of the most important lessons I’ve learned—and offer a few tips for those just getting started.
1. Embrace Change and Invest in Technology
The transportation landscape is constantly evolving. When we began, everything was manual—reservations, dispatch, even billing. Today, technology is at the heart of our business. My advice: Don’t be afraid to invest in new tools. Whether it’s automated booking systems, GPS tracking, or customer relationship management software, technology can streamline operations and elevate your client experience. Stay curious, keep learning, and don’t get left behind.
2. Service Is Your Differentiator
No matter how much tech you integrate, never forget that this is a service business. Clients remember how you make them feel. Go above and beyond—anticipate their needs, communicate clearly, and always deliver with professionalism and a smile. The little things matter, and word-of-mouth from satisfied clients is the best marketing you’ll ever have.
3. Build a Great Team and Treat Them Well
Your chauffeurs and support staff are the face of your business. Hire people who share your standards for professionalism and customer care, and invest in their growth. A supportive work environment leads to better service and higher retention. Remember, a happy team equals happy clients.
4. Relationships Are Everything
This industry runs on trust and relationships. Build connections with clients, affiliates, and industry peers. Don’t just network—nurture those relationships. Some of our longest-standing clients and partners started with a handshake and a conversation. Be reliable, be honest, and always follow through.
5. Stay Resilient and Adaptable
There will be ups and downs—economic downturns, regulatory changes, even global pandemics. The operators who survive are the ones who adapt quickly, stay positive, and look for solutions rather than dwelling on problems. Use slow periods to refine your business, explore new markets, and invest in yourself and your team.
Tips for New Operators
- Start Small, Think Big: Don’t try to do everything at once. Focus on delivering exceptional service in your niche and expand as you build your reputation.
- Get Involved: Join industry associations like the National Limousine Association (NLA) and attend events like the Chauffeur Driven/NLA Show. The connections and education you’ll gain are invaluable.
- Know Your Numbers: Track your KPIs like fleet utilization, revenue per trip, customer acquisition cost. Data-driven decisions will keep you profitable.
- Prioritize Safety and Compliance: Stay up to date on regulations and prioritize safety in every aspect of your business. Your reputation depends on it.
- Market Smart: Use social media, content marketing, and email campaigns to reach your audience. Stay visible and keep your messaging consistent.
Looking Ahead
The future of chauffeured transportation is bright—think sustainable vehicles, smarter logistics, and even more personalized service. No matter what changes, our mission at Classique remains the same: to deliver safe, reliable, and memorable experiences for every client.
If you’re new to the industry, welcome! It’s a challenging road, but with commitment, integrity, and a willingness to learn, you’ll find it’s one of the most rewarding careers out there.
On a final note: Need a partner or some advice? My door is always open. Here’s to the next 35 years of excellence in chauffeured transportation.
Kevin Illingworth is the President & CEO of Classique Worldwide Transportation in Orange, Calif. He can be reached at
[04.07.26]
