November 2009: Business Tips by Tom Mazza

 

The Call Back

Let's say I call your office this morning. It is early November and I am interested in renting an SUV to attend a holiday party on December 16th. I get a price quote, confirm the type of SUV, and ask a few questions about your service. "I will let you know" is what I say as I hang up the phone.
 
What is YOUR company going to do with me? Will I get a call back? When?  Will the call back be the same day, next day, next week, week before the event? Or will you not call me back at all?
 
If YOUR company is NOT doing the call back's YOU ARE LEAVING MONEY ON THE TABLE. The prospect calling for a specific date and a specific event has clearly identified themselves as a prospect. You could send out a hundred pieces of direct mail and maybe ONLY three or four would have an immediate and definite need for services in the next month. You have a prospect in front of you, now go for it.
 
One way to handle the call is by putting the caller into the system as a quote. Tell the caller that this gives them a firm number and with a reference number to refer to, they will not have to call back and go through the details of their trip a second time. The downside on doing this is it may cut down on your opportunity to SELL them a second time.
 
My suggestion:

• Get as much information as possible
  
  
•   Ask for the sale
  
  
•  If they don't book, offer them your best discount, additional hour of complimentary service, or possibly an amenity
  
  
• Call back
  
  

Then, if you do not sell the trip, put the lead in a lead file or print the lead and put it in a bin in the office. Then, at least twice a day, distribute the leads and start making call backs. Is there a danger that you may offend someone by calling back? ABSOLUTELY, but the reward of a significant number of sales on call backs is worth the risk.

 

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The Give Back

RIf you SCREW UP, make it right immediately without the client having to ask. If you screwed up the ride badly enough, or the client is important enough, comp their ride without being asked. If the client has to call you to ask for relief or compensation, you are risking bad feelings from them.
 
If the CLIENT has to ask for a discount or give back, the goodwill is destroyed.
Create a company that YOU would want to deal with.
 
In a world where English is a language screwed up by underpaid third world residents working in call centers, "do you mind if I put you on hold" (while I pretend I am getting help for you), "I'm sorry, that's our policy", (to never give back a dime to customers) "let me get a supervisor" (who will also not help you in any way)  Be Different!

 

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Tom Mazza Headlines Limo Digest Show Educational Seminar Program
November 8-11th

For the sixth year in a row, Tom will serve as the Educational Seminar Director for the Limo Digest Show at the Trump Taj Mahal in Atlantic City.
 
Tom will present "Fundamentals of Success for 2010 and Beyond" at 11 am on Sunday, November 8th. He will co-present, "Buying and Selling Your Company in Current Economy" with Charles Tenney at 8:30 am on Wednesday, November 11th.  Tom will be on stage and facilitating ALL sessions for the entire 4 days.
 
"Our education program is SUPERIOR to anything being done in our industry. The subjects are topical and current and the presenters are top shelf all the way. And I am sorry if ANYONE is offended by my next statement, I make it work. I keep it moving, ask the right questions, and help to guarantee a great experience for all who attend. Be there!"
 
Tom continued, "The Trump Taj Mahal got a serious face lift and with the new rooms, the venue is very nice. But this Show is where people go to do business. Referral Guide Live is an excellent addition and we have an extremely relevant key note speaker, the one and only Suze Orman. Make that last minute reservation and see me on Sunday,"

For more information call 1-800-LIMO-DIG or visit www.limoshow.com

 

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Try out the "Tom Mazza Group Experience" on December 14th and 15th
with NO Long Term Commitment

Spend 2 days with Tom Mazza working ON your business not IN your business. Tom will facilitate a brand new "Success Group." Connect with some great operators from different cities and get the "group experience" with no long term commitment.                                                

December 14-15th, Miami Beach, FL at the Marriott, Tom will lead 2 days of meetings covering the topics MOST important to you:

Topics will include:

• Sales and business development
• Chauffeur and staff management
• Building a successful affiliate network
• Dropping more to your personal bottom line
• And much more!
  
  

IAttendees represent different cities. Cost of the program is $695 per company which includes 2 lunches, 1 dinner plus meeting room fees. Contact tom@tommazza.com. to reserve your spot.

2009 Phone Consultation Special: Pay for 3 Sessions, 4th Session is Comped

For the last year plus, Mazza Call Center LLC has provided quality overnight dispatch services for a group of top luxury limousine companies throughout the country. Service is offered 7 days a week from 11 pm to 7 am EST.
 
Call Center GM Yvonne La Mar says, "We log in on our clients reservation software program and we provide a live operator to dispatch vehicles, chauffeur call in's, wake up calls, changes in future reservations, anything your overnight person would do."
 
Ken Lucci, owner of Julie's Limousine and Ambassador Limousine in Tampa says, "Calling it a 'call center' is inaccurate, we consider Yvonne and her team, our third shift. They handle our client's and our chauffeurs with extreme care. We could not be happier with the service."

Weekly charges for 7 day overnight coverage average about $350, contact Yvonne.lamar@gmail.com
or call 215-904-8357.

 

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Toronto 2-day Association Event Draws Praise
October 26th and 27th, Tom was proud to work with the Ontario Limousine Owners Association in Toronto. On the evening of the 26th, the owners heard Tom present, "10 Ways to Improve Your Company for 2010". 50 plus owners attended. Archie Clements, owner of Corporate Car Services in Toronto was motivated by Tom's presentation. "On the money, and inspired is how I felt. I want to thank the OLOA for bringing Tom."
 
Chauffeur training attracted more than 60 chauffeurs with 2 and a half hours of training and a buffet lunch. Phil Bozelli, Treasurer of the OLOA and an operator with more than 20 years experience was amused by the reaction of several attendees. "I had chauffeurs who have years and years of experience admit to me that Tom had good information and there was something to be gained by every person in the room."

 

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