KEEPING CUSTOMERS AND
NAVIGATING CUSTOMER LOYALTY AND GROWTH IN A COMPETITIVE MARKET - WITH A SMILE
Delivering outstanding customer service
Article by Rev’d Paul Newbery The Elite Family
www.elite-liverpool.co.uk
Introduction The private hire industry,
Excellent customer service remains the bedrock of customer retention. Courteous drivers, prompt arrivals, clean vehicles and transparent pricing are fundamental. Training drivers in customer care, local knowledge and crisis management can make all the difference in ensuring a positive experience.
encompassing taxis,
minicabs and chauffeur services, is a cornerstone of urban and suburban mobility across the United Kingdom and Ireland. With the rise of app-based services and shifting customer expectations, operators face the dual challenge of retaining loyal patrons while also attracting a steady stream of new customers.
Success in this competitive market hinges on understanding what customers value, delivering consistent and reliable service, and embracing new technologies and marketing strategies. And remember: if you can make your customers laugh, you’re halfway to getting a five-star review!
This article explores the best practices for keeping existing customers satisfied and drawing in new business in the private hire sector - with a few chuckles along the way.
Understanding customer needs and preferences
Today’s passengers expect more than just a ride - they seek safety, comfort, convenience and value for money. Private hire firms must invest time in understanding their customer base. Regular feedback through surveys, online reviews
and direct
conversation can reveal areas for improvement and highlight what clients appreciate most about the service.
Tailoring offerings to meet these preferences, whether by providing child seats, accommodating special requests or offering loyalty discounts, builds trust and rapport. And let’s be honest, who doesn’t appreciate a driver who knows exactly when you need peace and quiet - and exactly when you need a friendly chat about the weather or the latest football result?
18 Moreover, addressing complaints swiftly and
professionally demonstrates a commitment to customer satisfaction, often turning a negative incident into an opportunity to strengthen loyalty. Remember, the only thing that should be in the back seat is the customer - not a bad attitude!
Embracing technology for a seamless experience
Technological adoption is transforming the private hire landscape. Customers increasingly expect the convenience of digital booking, tracking and payment options. Investing in a robust mobile app or partnering with established platforms can expand reach and streamline the booking process.
Automated text or app notifications about driver arrival times, vehicle details and trip progress reassure customers and reduce waiting time anxieties. If only you could use an app to predict when your customer will actually leave the pub - now that’s a feature worth inventing!
Building a strong brand and reputation
Brand reputation is a powerful asset in attracting and retaining customers. Encouraging satisfied clients to leave positive reviews on Google, Trustpilot or local platforms can bolster credibility.
Responding
graciously to all feedback, even criticism, shows professionalism.
A recognisable logo, consistent branding, and community involvement - such as sponsoring local events - further cement the company’s positive image in the public eye. Just remember: your reputation should be spotless, like your car after a good valet - not like the back seat after a Saturday night out!
OCTOBER 2025 PHTM
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