WINNING BUSINESS CONTRACTS A SMALL OPERATOR’S GUIDE TO SUCCESS
Article by Umar Jahangir Founder of Hampton Travel, Coventry
www.hamptontravel.co.uk
Winning business accounts can provide valuable regular work for smaller PH operators. But securing a contract is only the beginning. Keeping clients depends on reliability, good communication and building trust.
I’m Umar Jahangir, founder of Hampton Travel, a pre- booked private hire operator in Coventry. Most of our business work
involves council home-to-school
transport. We also serve private medical transport clients and care homes, and provide airport transfers across Coventry and Warwickshire. Every driver holds a council PH licence, which requires an enhanced DBS check.
Here are the lessons I’d share with other small operators hoping to build long-term business relationships.
Start with an email, then build the relationship
Our first business client came through a cold email, but the work didn’t arrive overnight. We spent time getting to know the customer and building a relationship before they booked with us.
Treat that first email as the start of a conversation, not a hard sell. Organisations arranging transport for children, patients or care home residents need to know they can trust you. Answer questions properly, be available and do what you promise. First impressions matter, but it’s the follow-through that counts.
Be yourself
Don’t try to sound like someone you’re not. Business clients may work with you for years, so they want to know who they’re dealing with. Be straightforward. If a request isn’t possible, explain why. If something goes wrong, say so and explain what you’re doing about it. In my experience, an honest answer is worth more than a polished sales pitch. Being approachable and genuine helps build confidence over time.
Give drivers clear instructions
A regular driver may know a customer’s needs inside out, but what happens when they’re unavailable? We give drivers a brief for each job, with notes about the journey, the client’s requirements and anything a
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previous driver has learned. That way, someone covering the booking can provide a consistent service.
Important information should never be held by just one person. Clients shouldn’t notice a drop in standards simply because a different driver arrives. That matters especially when passengers depend on a familiar, predictable routine.
Keep everyone informed
Even a well-organised operation can face unexpected changes. The important thing is how you respond. If a delay or last-minute problem arises, tell the client, the driver and anyone waiting at the destination what is happening and how you’re dealing with it. Keep the information consistent so nobody is left guessing.
I believe silence can cause more damage to a business relationship than the delay itself. People want to know that someone is taking responsibility.
Sort out payment terms early
Agree how you’ll be paid before the first journey. At Hampton Travel, we offer a prepaid Travel Account. Clients pay in advance, receive some extra travel credit and can see their journeys and costs in one place. The money they pay in doesn’t expire, and each journey has an agreed fixed price.
This works well for us because it reduces the risk of late payment and makes administration easier for customers. It won’t suit everyone, but clear payment terms matter whatever arrangement you choose.
Follow up and stay personal
Not every email gets a reply. Set aside regular time to approach potential clients and follow up earlier enquiries. Building accounts takes persistence, and a polite follow-up can keep a conversation going.
A small operator has one advantage: the person answering the email is often the person running the business. Customers value being able to speak directly to someone who can make decisions.
Winning is only the start
A new contract is welcome, but keeping it requires consistent service. You don’t always need the biggest fleet or the lowest price. Understand what your customers need, deliver what you promise and give them a reason to book again.
NOVEMBER 2026 PHTM
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