Complaints

We have been getting a lot of comments about how we are dealing with complaints. In the past how we would deal with complaints is that the people in the office would take a complaint, then we would talk to the drivers about the complaint and keep them on file in case another complaint would come in for that driver and deal with them on the severity of the complaint.

It worked, to an extent. It honestly left some people who would slide through the cracks. But this system would also bring the trust that our customers had in us, down. They thought that we weren't even dealing with the complaints. We actually were, but sometimes it seemed ineffective.

Recently we have gotten more complaints then the normal amount we have gotten in the past. And sometimes complaints are hard to deal with. So as the middle of last month, we have changed that. Every time we get a complaint, we are posting them in our office. We are letting all the other drivers know what complaints are out there. It doesn't have to driver's information on who got the complaint, but now they know about it and so does everyone else. Now when we get a complaint about over-charging, driving too fast, or being rude; all the drivers know that our customers are out there watching, making sure that we act like the business people that cab drivers need to be.

Here is a recent example of the one of our complaints that all the drivers will see and read.

"July 2, 2009 at about 9am

Driver #xx recieved a complaint regarding excessive speed in the Bay Way Trailer Park.

Complaint received by Dick.

I shouldn't need to remind you that it's summer time and children are playing outside."

Most of the complaints have comment for all drivers on each complaint like the one above. Now each driver will be reminded of what it takes to be a driver and a respectful citizen of Coos county.