Talking to people, whether in a business-to-business setting or on a customer open day, can be far more useful than anything else
The London Tourist Coach Operators Association (LTCOA) has regular meetings in West London to which all members are invited.
We normally have a guest speaker on a topical subject followed by an informal question-and-answer session; break for sandwiches and chips (you have got to have them occasionally); and then discuss business, including responses to consultations and updates on meetings that I have attended on their behalf.
Unfortunately, the guest speaker for our March meeting was unable to attend, for very good reasons. Instead we had what turned out to be a wide-ranging discussion on clean air, coach emissions, future technology and their impact on the industry. This led to a plan for a special panel meeting in the autumn to get some expert information and advice.
On my way home, it struck me how useful and beneficial that discussion was and the importance of trade body meetings that allow them to take place. The plan we now have for our autumn session is so much better as a result of the discussion and listening to each other than if I, or someone else, had sat down and thought it up on our own.
Open evening
I have said it before, and yes, I may be biased, but I genuinely believe in the value of being a member of a trade body.
The LTCOA is holding another Open Evening on Monday 16 April to which all coach operators are very welcome to attend.
If you are not already a member of a trade body, this is your opportunity to find out about the benefits of belonging and to share with your fellow coach operator. It also gives much greater weight to issues when the trade body takes them up with the powers that be.
The LTCOA charges less than £1 a day to be a member; why wouldn’t you want to belong?
Drivers and passengers
The thought has further struck me that if you can gain so much from a wide-ranging discussion with fellow coach operators, could you do something more with your drivers and even those very people you are in business for – your passengers?
Many of you will employ drivers who have been in the industry a long time. They have a wealth of experience and knowledge just by doing the job day after day. Do you regularly ask them for their advice? Is there a forum where you can meet with then on a semi-regular basis, talk though issues that may be relevant to them, and ask what they think?
Who knows, you may find out something that will improve the efficiency of your business. I know of one operator who, as a result of talking with his drivers, was able to redesign some of the morning school workings, resulting in a net saving for both the education authority and the company.
Your customers or passengers (however you want to describe them) may also have some ideas. If you carry individuals or groups on a regular basis, do you ever ask them for their opinion?
Another coach operator I know holds an annual open afternoon for its customers at which, over a sandwich and homemade cake, they ask what is good about the service they provide and what they could do better. They gain a wealth of information which is used to develop their business. Goodwill and good investment (not to mention the cake) all round.
Why would you not do this?
