One way to encourage good behavior and improve overall morale is to host a driver appreciation day. I had the opportunity to attend such a function yesterday at one of our sister-operations. Close to 75% of the drivers attended this lunch under a tent in a local state park. A Virginia State Park with about 150 taxis parked along the road is quite a sight!
Lunch was an ethnic dish served buffet-style that fit the preferences of the majority of the drivers. There was also Popeyes for anyone else. We sat at rows of picnic tables. The company executive made a speech about the important of safety and then each driver that had no tickets or accidents in the year was called up individually and honored before the entire group with a certificate and a photo-op.
The drivers got a real kick out of it and seemed to feel really great about themselves and about being part of the community of drivers. By the way, this same operation has a driver lounge complete with games unique to the culture of the drivers, televisions, and places to pray. It is no wonder with this kind of treatment that this operation has one of the best safety records, happiest drivers, and cleanest, safest cars! It is also not a stretch to say that the bottom line is rewarded handsomely for these efforts...
Thursday, September 30, 2010
Wednesday, September 29, 2010
System on-System off and Geofencing
Today I learned another reason why your taxi may not show up on time, or at all. And here's how to combat it...
Normally, you call dispatch and dispatch sends you a cab. The dispatcher uses their system to offer the trip to a driver and after accepting your trip, the driver starts making his way toward you, the passenger.
However, on the way, maybe the driver sees another passenger on the side of the road surrounded by luggage hailing a cab. The cab driver considers you -- the trip he has already accepted from the dispatcher (which is short...) -- and weighs it against this probably airport trip (which is long). He pulls over and takes the passenger to the airport (remember: longer trip = higher fare = more $$ in driver's pocket). And YOU keep...on...waiting...
So what do companies do? The can "geofence" (only allow drivers to turn on their meter within a certain distance of the original scheduled pick-up. They can "time set" (drivers must have their meter on for above a certain time limit). The can provide incentive, discipline, but it is tough to control completely.
"System on - system off" is an interesting game a driver may play, which is: The dispatcher can tell that the passenger has been picked up because the driver turns their meter on in the "geo-fenced" vicinity (if they company is savvy enough). The dispatch loses track of you, the original trip, if the driver turns their meter on, then off (system on system off) and the original trip disappears because the system recognizes it as "picked up."
In this case, the driver is playing games and hurting the cab company in order to get a better fare and money into his own pocket (at the company's expense). He is hurting the company because every time someone does not get picked up, they stop using a particular company, maybe write a scathing review, maybe complain, maybe tell some friends. Depending on how you look at it, of course, the driver is only choosing to hurt the company because of the situation he is in. That is, he's an independent contractor that is obligated to pay a certain amount every day regardless of his performance or income (many sides to the issue...).
Normally, you call dispatch and dispatch sends you a cab. The dispatcher uses their system to offer the trip to a driver and after accepting your trip, the driver starts making his way toward you, the passenger.
However, on the way, maybe the driver sees another passenger on the side of the road surrounded by luggage hailing a cab. The cab driver considers you -- the trip he has already accepted from the dispatcher (which is short...) -- and weighs it against this probably airport trip (which is long). He pulls over and takes the passenger to the airport (remember: longer trip = higher fare = more $$ in driver's pocket). And YOU keep...on...waiting...
So what do companies do? The can "geofence" (only allow drivers to turn on their meter within a certain distance of the original scheduled pick-up. They can "time set" (drivers must have their meter on for above a certain time limit). The can provide incentive, discipline, but it is tough to control completely.
"System on - system off" is an interesting game a driver may play, which is: The dispatcher can tell that the passenger has been picked up because the driver turns their meter on in the "geo-fenced" vicinity (if they company is savvy enough). The dispatch loses track of you, the original trip, if the driver turns their meter on, then off (system on system off) and the original trip disappears because the system recognizes it as "picked up."
In this case, the driver is playing games and hurting the cab company in order to get a better fare and money into his own pocket (at the company's expense). He is hurting the company because every time someone does not get picked up, they stop using a particular company, maybe write a scathing review, maybe complain, maybe tell some friends. Depending on how you look at it, of course, the driver is only choosing to hurt the company because of the situation he is in. That is, he's an independent contractor that is obligated to pay a certain amount every day regardless of his performance or income (many sides to the issue...).
Tuesday, September 28, 2010
"Uniformed Drivers"
This morning, after a couple casually-dressed drivers came into the office, my office manager asked me: "Why don't we make uniforms mandatory for drivers?" Certainly she was thinking that a uniformed driver is more professional, and is more likely to provide a increased level of service. In general, it would make us seem like a "higher end" type of transportation provider, making our customers happier, thereby generating more business.
Here's the issue: Independent Contractor rules and legal precedent. In almost all taxicab companies nation-wide, the drivers are independent contractors. The drivers pay the companies for use of the company vehicle, the company dispatch, company insurance plan, etc, etc and bring home the difference between total fares and total expenses. (There is a fair amount of push and pull among employee/independent contractor set-ups across industries. Which often seems like a grass-is-greener struggle. More about that in a future column...)
Drivers, then, do not have the protection or obligations of employees. That means, drivers have an increased amount of freedom to do what they want, wear what they want (within reason, without breaking company rules -- company rules that do not go outside independent contractor rules), and importantly, EARN what they want. Drivers can refuse dispatched trips, drivers can wear a tank-top, etc..
Cab companies are able to claim that they have uniformed drivers only when they provide enough incentive, bonus, or well-formulated argument for a driver to wear such a uniform. What do we do? We give the drivers a gift card if we catch them in proper attire. We can also provide free uniforms or have a shoe-shine available. We can also convince them that they will get more "flaggers" and more tips if they look better. Some of they guys are convinced, some just want to more comfortable for 12 hours sitting in a car.
So, would you wear a uniform?
Here's the issue: Independent Contractor rules and legal precedent. In almost all taxicab companies nation-wide, the drivers are independent contractors. The drivers pay the companies for use of the company vehicle, the company dispatch, company insurance plan, etc, etc and bring home the difference between total fares and total expenses. (There is a fair amount of push and pull among employee/independent contractor set-ups across industries. Which often seems like a grass-is-greener struggle. More about that in a future column...)
Drivers, then, do not have the protection or obligations of employees. That means, drivers have an increased amount of freedom to do what they want, wear what they want (within reason, without breaking company rules -- company rules that do not go outside independent contractor rules), and importantly, EARN what they want. Drivers can refuse dispatched trips, drivers can wear a tank-top, etc..
Cab companies are able to claim that they have uniformed drivers only when they provide enough incentive, bonus, or well-formulated argument for a driver to wear such a uniform. What do we do? We give the drivers a gift card if we catch them in proper attire. We can also provide free uniforms or have a shoe-shine available. We can also convince them that they will get more "flaggers" and more tips if they look better. Some of they guys are convinced, some just want to more comfortable for 12 hours sitting in a car.
So, would you wear a uniform?
Monday, September 27, 2010
Blog Goals
I have grappled with the notion of blog-writing for years. But here's what I've come up with:
1. People in management roles should probably be more accessible:
It's become increasingly clear to me in the post of general manager of a taxicab company that a certain level of transparency and accessibility is essential for any person in a managerial position. I hope this blog serves as a gateway to my customers and colleagues on decision-making processes.
2. The taxicab business often gets a bad rap, when it is rapidly becoming much more professionalized, technology-oriented, and sustainable!
Those who manage, drive, and own taxicab companies or transportation companies often get a bad rap -- for good reasons and not-so-good reasons. I intend to explore this notion and offer exciting developments in new transportation practices, technology, and regulation.
3. Public Transportation discussion is essential:
Taxicabs, as a part of public transportation, are part of the fabric of city life and suburban and rural landscapes. Negotiating how people can get around is an ongoing dialogue and discipline with fascinating implications. These discussions and debates should be more transparent.
I hope you enjoy my blog! Please make comments.
1. People in management roles should probably be more accessible:
It's become increasingly clear to me in the post of general manager of a taxicab company that a certain level of transparency and accessibility is essential for any person in a managerial position. I hope this blog serves as a gateway to my customers and colleagues on decision-making processes.
2. The taxicab business often gets a bad rap, when it is rapidly becoming much more professionalized, technology-oriented, and sustainable!
Those who manage, drive, and own taxicab companies or transportation companies often get a bad rap -- for good reasons and not-so-good reasons. I intend to explore this notion and offer exciting developments in new transportation practices, technology, and regulation.
3. Public Transportation discussion is essential:
Taxicabs, as a part of public transportation, are part of the fabric of city life and suburban and rural landscapes. Negotiating how people can get around is an ongoing dialogue and discipline with fascinating implications. These discussions and debates should be more transparent.
I hope you enjoy my blog! Please make comments.
Subscribe to:
Posts (Atom)