Top operators share their own experiences on getting the best from their employees
Trust your employees was the message echoed throughout The Theatre’s ‘How can we make money out of coaches in the future?’.
Richard Grey, Managing Director of Grey’s of Ely, was the first to talk; providing operators with three actionable points to build lasting relationships with customers: Create a brand they trust, be consistent, and give them something positive they didn’t expect.
Trusting staff to deliver the company’s brand plays an important part.
“Give them the enthusiasm to be the very best of what they do and how they do it. Once you achieve this, your clients will trust your company to deliver,” said Mr Grey.
Next, Travel de Courcey’s CEO Adrian de Courcey shared the company’s experience investing in telematics.
It has seen a number of advantages for the operator, but investing in technology only delivers long-term sustainable benefits if you invest in your people, said Mr de Courcey.
He added: “Up-skilling your staff is crucial. We have a team that’s open and receptive to new ideas to new technology, and that’s critical to this.”
Ian Luckett, Director of Lucketts Travel, spoke next. Having a goal is one of his top priorities, and keeping all staff informed on the company’s goals is just as important, he said.
He also advised operators to invest in their people, not just in their vehicles.
“We can quickly sign a cheque for £250,000 to buy a vehicle, but would we invest in a training scheme to make our staff better?” said Mr Luckett.
He also stressed the importance of operators standing back and looking at their business to ensure ‘that the common goal is achieved for the benefit of everyone’.
