Taxi App gets it right for customer service
I am used to taxi drivers continuing on their journey and ignoring my frantic waves from the pavement. They pretend not to see me in my wheelchair but I know they have. If they had seen me then they must stop and pick me up by law. Hence they give the impression of not seeing me.
Now I have found a way to get rid of this issue, all I have to do is download the HAILO App. Then to order I give my phone a double tap on that App and it puts me in contact with the nearest HAILO taxi driver who gives me a time for his arrival. I will be sent a picture of the driver, the taxi registration number and colour of the taxi. I can pay by credit award with no hidden or extra charges or I can also use cash and pay the charge on the meter.
That is not all as I could put one of my daughters in a HAILO taxi and when she is dropped off I will get an email to say she is home or at her destination safely. This system has been put together by three black cab drivers and I for one am very impressed at the level of thought that has been put into the customer service provided.
So what are the lessons to learn? The first is that excellent customer service sells and if you view a situation through the eyes of a customer you will make a real difference. This is a simple concept designed around the needs of the customer and making their experience better. Isn’t this what the hospitality business is all about?
As someone that is usually ignored by taxis I will be using the APP from now on and I will help sell its message via social media. If I can give HAILO one piece of advice it is to increase its awareness via social media channels. HAILO could give up to the minute traffic advice, suggest areas of London to avoid and tell you what is happening and worth doing based on customer feedback This would increase brand loyalty with followers from all travellers in London and who knows when those people will need a taxi. When they do I am sure their first choice will always be HAILO. Can you say the same for your catering service?