CROWN CABS: 1300 12 13 14
DECEMBER 2024
Welcome to our first edition of the Crown Cabs Express
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This newsletter is designed with you, our valued drivers, in mind. Our goal is to keep you informed, connected, and supported with updates, insights, and practical tips to help you on the road. We also see this as a platform to celebrate your hard work and share success stories across the Crown Cabs community.
Your feedback is vital in shaping this newsletter and our business. We want to hear your thoughts, suggestions, and any topics you’d like us to cover in future editions. Together, we can make Crown Cabs Express a resource that truly reflects your needs and helps us all grow stronger as a team. Thank you for being an essential part of Crown Cabs—we’re excited to take this journey with you!
Jacqui Shephard
Chief Operating Officer- Crown Cabs
Updates
SmartMove Issue Resolved
Thanks to Anthony for working with Jacqui to resolve an issue with the queuing in smart move. There was a problem with MPTP and “R” jobs being unchecked so those types of jobs were skipping the affected drivers in the queue. The issue has been resolved and the system has been set so that job types of “R”, “M” and “MPTP” cannot accidentally be unchecked by the system or the driver.
Thanks Anthony for raising the alarm and giving the detailed information so we could work together to get a prompt solution.
Vehicle Update & Replacement
Vehicles need to be inspected monthly when they come to the office. We are currently looking for updated vehicles. If you see any great buys, please let Mohil know.
Change to How We Outsource Work
As you know, outsourcing is always a last resort for us. Our priority has always been - and will always be - to give jobs to our drivers. But there are unfortunately times when we need to outsource to make sure we don't lose contracts or let our customers down.
From 1st February 2024, we'll be making a change: we'll no longer outsource through third parties. There are too many risks and challenges with this approach, and it's just not working for us. Instead, we'll be outsourcing directly with individual drivers.
For drivers outside our team, we'll be using WhatsApp groups that they can apply to join. This will help us build a safe and reliable network of back-up drivers we can call on when needed.
This change is about protecting your work, our reputation and the future of Crown Cabs.
Drivers outside of our network can express their interest via a form on our webpage. Feel free to pass this link on to good drivers who may be interested or are already doing outsourced work with us.
The link can be found in the footer of our website under "Expressions of Interest"
Thank you all for the incredible work you do every day. If you have any questions or thoughts about this change, feel free to reach out to me directly - I'm always here to listen.
Jacqui
Training
Every driver in our network has been provided with online training. We’ve received very positive feedback from drivers who have completed the training.
If you have not already completed your online courses please do so.
Yes! You may have been driving for many years.
Yes! It would have been good if this training was available a long time ago.
Yes! It may feel like a waste of your time to do training.
Once you stop learning, you start dying.
Albert Einstein
Even the brilliant Albert Einstein saw the importance of continuous learning. He suggests that growth and progress are fueled by an ongoing curiosity and willingness to expand our knowledge, no matter how much we think we already know.
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At Crown Cabs, our dispatch operators play a crucial role in ensuring smooth operations and excellent service for passengers. When allocating jobs, they carefully consider several factors to create the best match:
What Dispatch Operators Consider When Allocating Jobs
Despite the common perception, dispatch operators DO NOT allocate jobs due to personal relationships or preference of driver.
Driver Location
Proximity to the passenger is the top priority to reduce waiting times and maximise efficiency.
Driver Availability
Operators consider who is free and ready to take a job and avoid allocating tasks to drivers who are already engaged, have another job to go to or are on breaks.
Passenger Requirements
Special requests, such as larger vehicles, wheelchair accessibility, or specific destinations, are always factored in when choosing the right driver for the job.
Traffic Conditions
Operators stay aware of road conditions and potential delays, assigning jobs to minimise disruptions.
Fair Job Distribution
We aim to ensure all drivers get a fair share of trips to maintain a balanced and equitable workload.
Stay in Your Lane
Our team works well when everyone focuses on their own job. If we all stay on our own lanes the journey is smooth.
If a driver cannot do a job he MUST call the operator who will re-assign the job. Drivers can not see the bigger picture of all jobs in the system and locations of other vehicles so are not best equipped to make a decision on allocations.
Our dispatch team works hard behind the scenes to keep things running smoothly and ensure both drivers and passengers have a seamless experience. If you have questions or suggestions about job allocations, feel free to reach out to Jacqui.
Assess and Respond
Take a moment to assess the situation. Avoid reacting impulsively or escalating the situation further.
Stay Calm
Remaining calm can defuse tension. Take a deep breath and focus on maintaining a neutral tone and demeanor.
Avoid Confrontation
If you feel threatened, prioritise your safety by avoiding any engagement with aggressive drivers. Create space and, if necessary, safely pull over or contact the authorities.
Report the Incident
Always report any serious incidents to Crown Cabs as soon as possible. Your safety and the safety of your passengers are our top priorities.
Incidents
In recent weeks, we’ve had two reportable incidents involving Crown Cabs. Thankfully, no one was injured in either case, but they serve as reminders of the importance of staying vigilant and prepared on the road:
1. Tree Branch Incident
A tree branch unexpectedly fell onto a cab. A freak accident and no fault of the driver. Fortunately, no one was harmed.
2. Road Rage Incident
In a separate incident, a Crown Cab was struck by an enraged driver in a road rage attack. Our driver was not at fault, but these situations can escalate quickly and be incredibly stressful. As we enter the busy holiday season, tensions on the road can run high.
Remember to rely on your de-escalation techniques to handle these scenarios safely:
Driver Feedback
Driver feedback is critical to the improvement of the business. For urgent issues always make a call. For non urgent feedback it's important to be mindful of not taking the dispatch operators away from passenger calls and dispatching jobs.
The best people to give feedback to are those that can make improvements happen. Every driver would have received a list of relevant contact people in the Crown Cabs Office. If you don’t have this or require another please let the dispatch operators know.
When giving feedback please help to resolve the issue by giving specific instances, job numbers, dates and times where possible.
For NON urgent feedback please use the Driver feedback form on our website. This information goes straight to management.
Passenger Reviews & Feedback
Our Google review rating is low and we don’t deserve that!
There have even been negative reviews over the years from passengers complaining about trips they took in locations we have never serviced, like New Zealand and QLD.
We’re on a mission to improve our Google rating to reflect the exceptional service our drivers offer. Our goal is to have it at 4 stars before the 1st March.
Here’s what we’re doing:
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Staying up to date with responding to Google reviews.
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Asking people we know are happy with us, to give us 5 star review.
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Creating business cards with a QR code linking to the google review.
The new review and feedback card for drivers to hand out
Side 1 - links to our Google profile.
Side 2 - links to the Complaints and Compliments form on our website
Staying Vigilant During the Holiday Season
The holiday season is a busy and stressful time for many, which often translates to heightened road aggression and distracted drivers and “festive” passengers.
Keep these tips in mind to stay safe:
Plan Ahead: Allow extra time for your trips to avoid feeling rushed.
Be Aware of Peak Times: Anticipate increased traffic, especially around shopping centers, events, and festive areas.
We appreciate your professionalism and dedication in keeping our passengers and yourselves safe. If you encounter any incidents or unsafe situations, don’t hesitate to report them to Crown Cabs immediately. Together, we can ensure a safer and less stressful experience for everyone.
End of Year Message
As we approach the end of the year, we want to take a moment to express our sincere gratitude for your hard work, dedication, and commitment. Whether you’ve been with Crown Cabs for years or are new to the team, each one of you plays a crucial role in ensuring Crown Cabs continues to provide exceptional service to our passengers.
During this holiday season, we hope you take the time to rest, recharge, and spend quality moments with those you care about. We wish you all a New Year filled with good health, success, and happiness. Let’s continue to work together to make the coming year even better than the last.
Crown Cabs Management
Dispatch Team Leave
As you may already know Shoaib has had to take unexpected leave to be with his mother during her illness. We wish Shoaib safe travels and send our prayers for his mother.
Mohil, Natasha, Ayman & Abrar will cover Shoaib’s shifts.