Feeling pressured? Sometimes we feel the weight of our customers’ high expectations. When you have a very good reputation online, we have found that everyone expects to have a stellar experience each and every time they use our services.
All of us here do try to provide great service in every aspect of our business. From the people answering the phones to our detailing staff to our chauffeurs and management, we all try to do our best to make sure that our passengers enjoy their day or night. For wine tours, weddings, proms, airport transfers and all types of transportation, we try to provide adequate staffing so that each vehicle is thoroughly cleaned, each phone call or email is answered in a timely fashion, and each tasting appointment is kept with a few minutes to spare.
But every once in a while, something goes wrong. It’s not because we are lazy or sloppy, or because we don’t care, or that we’re mean.
Vehicles can be temperamental, and once in a great while, the air conditioning might fail or the stereo stops working. We really do our best to prevent and anticipate these problems; we perform far more maintenance than the State of California requires to meet high safety standards. We sincerely want everyone to have a great time when they are with us, so we find that by being very transparent and doing our best to prevent problems, most people have a good understanding of what to expect.
We are lucky that we are able to meet or exceed our clients’ expectations at least 99.5% of the time. We are always disappointed when someone has anything short of the trip and the experience that they expect. We hope that anyone who has ever been disappointed in their time with us understands how hard we try to please people.
We also know that people are disappointed when their plans change and they forfeit their deposit. But we have been in the business well over a decade, and we have our policies and our nonrefundable deposits because trends have shown us this is
what we need to do to survive financially.
Thank you for taking the time to read about our philosophy. We hope to have the chance to impress you, and if we fall short, we hope that you enjoy your time with us, even if you find that you are only 99.5% satisfied.
We cherish our staff and our chauffeurs, and it is because of their hard work and their great attitudes that we have been as successful as we have been. We recognize their critical role in our success and in our customers’ satisfaction. We hope you have the time of your life with us!