This is my 15th peak ‘silly season’ in the coach industry. While they get no easier, you certainly learn a few tricks of the trade as the years pass – from scheduling to maintenance, all to allow you to come through unscathed and ready for the August holiday period. Here is my idiot’s guide to getting to the end of July:
1: In our industry, the problems are mostly the same – from broken down vehicles to drivers calling in sick because their neighbour’s cat has died. The chances are that you will have seen (and heard) them, and sorted them out, before.
On a particular day, a driver rung in sick, and a coach promptly decided that it fancied a day off in sympathy. At 0800hrs, we were a school contract short and a private hire with neither a horse nor a jockey. But with some creative scheduling and an understanding customer, we got through it.
2: The customer is on your side, usually. Many of us have longstanding clients that we have always looked after. If they can, the chances are that they will do you a good turn and come back 30 minutes earlier. It can be the difference between doing an afternoon school run and a bigger headache. People work with people.
3: Your fellow operator is your friend. Last minute cancellations are increasing, meaning that someone, somewhere will be able to help you.
If I can help someone out, I always will, and I never fleece them. We are all one breakdown away from a big problem. And as a man who will take his daughter to see Taylor Swift, I know all about karma. See also: John Lennon.
4: Say no. A bit like the mafia, we close the books. We take pretty much no bookings after half-term, even for the most regular clients. It is better to tell them ‘no service’ than to give a bad one.
The chances are that they will end up scraping the barrel for a coach and driver, and that when they come back to you for the next trip, they will be grateful for the normal high standards you provide.
5: You may get the odd quiet day. Take it, and don’t sweat it. I am not particularly political, but the general election means that the drivers and other staff can have an easier day.
6: It isn’t just drivers who have to work hard. Staff in the garage need to know that maintenance, inspections and repairs are to be done after hours. I have a coffee with them during half-term, and we plan as best we can when we will need to work late.
7: Have something to look forward to. We try to go away the week after the schools finish, and a holiday or even just the odd Saturday beer with your mates can take your mind off things for long enough that you are ready to go again.
8: It is only six weeks. The chances are you have done it before, and you will do it again this time.
See you on the other side!
