How to Interact with Dispatch
While dispatch has many functions, dispatch has one main goal: get a car to the pickup point by the scheduled pickup time. Interacting with dispatch during a clear and economical manner can facilitate dispatch achieve this goal. during this section we'll develop an understanding of the role of dispatch, how they are doing their job, and what it's they have from a chauffeur so as to try and do their job well. Then we'll cowl the skills that chauffeurs need to develop in order to communicate with dispatch in a very manner that helps them do their job within the simplest, economical manner.
Before we start, it is important to grasp what spot time is. Spot time is 15 minutes before the scheduled pickup time. If the work is at 3:30, spot time is 3:15. A chauffeur should always be on location by spot time. As you've got no doubt begun to figure out, there are a number of things a chauffeur and dispatcher must do to prepare for a job. It's over just contact and learning the passenger. Routes and alternate routes should be checked. The vehicle must be tightened up, dusted, and straightened. This quarter-hour is that the good amount of your time to take care of these things. what's more vital is that if things fail, (traffic is usually heavier than expected, addresses are troublesome to search out, tires go flat, the chauffeur was sent to the wrong location), the chauffeur and dispatcher have quarter-hour to correct for these unforeseen incidents, and confirm that regardless of what, that the vehicle doesn't arrive late. As a result, the chauffeur and dispatch must work together to commit to have a vehicle to the pickup point no later than 15 minutes before scheduled pickup time.
Understanding the Role of Dispatch
In order to understand why the strategies for coping with dispatch were developed (and they vary from company to company) it's useful for chauffeurs to understand what the world appears like from the dispatcher's perspective (while they are at work, at least).
A dispatcher must affect a rare amount of data. during the course of one work day, a dispatcher may monitor a large range of jobs. generally there are such a big amount of jobs to be managed that dispatchers work in groups in order to touch upon all of the runs.
One of the first responsibilities of the dispatcher is to check and update the "status" of every job. in order to make certain that a vehicle arrives to employment on time, the dispatcher's job starts well before pickup time. The dispatcher monitors and double checks a number of things to form certain that nothing goes wrong. in addition, the scheduled pickup time can amendment when it's an arrival and so the dispatcher must monitor flights as well. In most limousine corporations, the dispatcher works with some variety of dispatching software that enables them to "update the standing" of every job as the status changes. That approach the dispatcher will explore their laptop and immediately see what's happening with every job. Let's examine the varied statuses that dispatchers generally track during the course of employment. (These statuses and procedures vary from company to company.)
-Once the dispatcher has sent the knowledge regarding the task to the chauffeur, the dispatcher verifies that the chauffeur has received it.
-The dispatcher should check to visualize what time he or she has gone in route to the work, and make a note of this.
-The dispatcher must check to verify that the chauffeur has created contact with the passenger.
-The dispatcher should recognize when the passenger is within the vehicle.
-The dispatcher must apprehend if the chauffeur is on "stand-by", which suggests they have dropped the passenger off, however are anticipating the passenger to come back to the vehicle.
- The dispatcher must grasp when the chauffeur has dropped off the passenger.
-The dispatcher must be made tuned in to any problems or changes that occur throughout the trip.
- in the case of a sub-contracted job (farm-in), the dispatcher for your company may have to contact the dispatcher for the corporate that farmed the duty to your company and update them with all of those statuses.
- The dispatcher also has got to update the flight times by checking flights multiple times for changes.
So, as you'll be able to see, just based on monitoring these statuses, the dispatcher contains a lot to remain on top of. in addition to monitoring these statuses, the dispatcher should agitate new reservations, changing schedules, emergencies, and a variety of other things.
If you are a chauffeur, you'll be asking what this should do with you. The dispatcher has his or her job, and you have got yours. Why should it matter to you what the dispatcher is dealing with? It's because the dispatcher and therefore the chauffeur have to be compelled to work along to make sure that every job goes as smoothly as attainable. it is vital that the chauffeur understands what data the dispatcher wants so he or she can do their job, and communicate that information to the dispatcher during a clear, concise, and economical manner.
Let's take a more in-depth scrutinize the assorted statuses that the dispatcher must update during the course of a job. At WWFS, these statuses are said by numerical codes, which are used so that these statuses are often communicated quickly, thus for this course we will use these numerical codes to define each standing. However, please keep in mind that alternative limousine companies won't essentially use these exact codes.
Code zero - The chauffeur has the proper job data
Job data is given to the chauffeur in a very variety of ways; It will be printed out on a waybill directly from the computer, it are often sent via email, text, or fax or it are often given to the chauffeur verbally. Verbal transmission is the least reliable, of course, and one among the opposite strategies is certainly preferable. regardless of the case is also, it is the dispatcher's job to form sure the chauffeur has the right data, and it is the chauffeur's job to create sure that dispatch is aware of that they need received the information. Since the dispatcher is mostly coping with the most phone traffic, as a rule, it is the chauffeur who should contact dispatch to let them recognize they need received the knowledge. If the knowledge is sent via text or email to the chauffeur's phone, the chauffeur reads it, makes positive they realize it, and contacts dispatch to let them apprehend this. At WWFS, the chauffeurs can merely text or email dispatch and tell them 0. Zero merely means that, "I have received, read, and understood the knowledge for the job."
If there's a case where the knowledge must be given to the chauffeur verbally, then all the knowledge should be repeated back to dispatch, to verify that neither party has created miscalculation.
It is the chauffeur's job to contact dispatch and allow them to apprehend that they need received the knowledge for the task.
I'm Awake -
On early morning jobs, one amongst the primary things dispatch needs to understand that the chauffeur is absolutely awake. Dispatch does not offer come to life calls. it's the chauffeur's job to wake him or herself up. At WWFS, once the chauffeur is awake, he or she is to text the words, "I'm awake" to dispatch. If dispatch needs to call to awaken the chauffeur, then the chauffeur ought to take the be-careful call, answer the phone, and text the words "I'm awake" to dispatch. Why can we ask that the chauffeur text the words "I'm awake," even when dispatch has just spoken to them? It's as a result of people fall back asleep within the early morning, and hunting the difficulty of texting "I'm awake" to dispatch is a fairly good indication that the chauffeur is indeed absolutely awake.
Code 1 - The chauffeur is in route to.....
There are variety of reasons for code 1. Firstly, it offers dispatch a awfully smart plan whether or not or not the chauffeur goes to create it to the duty on time. Dispatchers look at maps and routes all day long, giving them keen educated insight into drive times between varied points. In fact, dispatch has in all probability created a note of what time they suppose you need to depart in order to create employment on time, and 99 out of one hundred times, dispatch is correct. If dispatch realizes that the chauffeur has left too late, then they'll start creating arrangements to hide the task with another chauffeur. So, code one is very important as a result of it provides dispatch a decent idea whether or not you are going to be on time or not, and this gives dispatch some running time to create changes if he or she believes you are aiming to be late.
If the work you're performing has been sub-contracted (farmed) into your company from another company, then that other company will need to grasp that you are in route to the job also. this can be a awfully important issue for the chauffeur to know. in a case where the task is being farmed in there aren't one however 2 dispatch centers monitoring the work.
Keeping this example in mind, think about the subsequent state of affairs. both dispatchers (your own and also the dispatcher for the company who has farmed the task to us) are monitoring your job, monitoring traffic conditions, etc. the corporate who has given your company the duty is looking ahead to a phone decision from your dispatcher telling them that the vehicle is in route. Your dispatcher is waiting for you to inform him or her that you just are in route. because the job gets closer, the dispatcher from the company who farmed the job out to us could begin to urge nervous and call your dispatcher to visualize if you're in route nevertheless. If you have got not nonetheless gone in route, or if you went in route but didn't call it into dispatch, then your dispatcher will not be able to update the opposite company. At this time, dispatch must decision you to search out out if you have got gone in route.
You get the concept. As a chauffeur, if you leave a trifle ahead of you actually need to, and communicate your status to dispatch before they decision you to ask for it, you create everything easier on everyone in your office. If, on the other hand, you do not consistently communicate your statuses to dispatch during a timely fashion, you tie up dispatch unnecessarily, and build work for people that could be avoided. Anytime you are doing this your job could also be in jeopardy.
There is a final side to code one. Code one could be a final certify the chauffeur is indeed preceding to the correct place. it may surprise you, but pickup and drop off points will get turned around when they are communicated to the chauffeur. It does not happen often, but sometimes a mis-communication causes the chauffeur to travel to the drop off point thinking it is the pickup point. this could easily be avoided by one simple rule. instead of saying one, please say, 1 LAX (or 1 and wherever it's that you are in route to).
It is the chauffeur's job to contact dispatch and allow them to recognize that they have gone in route, and where they're in route to. If you're being dispatched by WWFS, you'll simply text the amount 1, followed by the destination. Example: 1 LAX or Code one Malibu
Code a pair of - On Location (Where?)
This is the point when the chauffeur lets dispatch grasp that they're on location, and if the duty may be a farm-in, dispatch typically should inform the company from whom the job was farmed that the chauffeur is on location. However, it's not enough to understand that the chauffeur is on location. The chauffeur must let dispatch understand precisely where they're standing or waiting. At an airport, an example of this might be, "I am in terminal 2 at all-time low of the escalators." Why is this? as a result of it is terribly easy to miss folks in public places, particularly when there are a lot of people around. the moment the passenger cannot realize their chauffeur, they're going to decision the company to raise where their chauffeur is. The one that answers that call should be able to tell them precisely where their chauffeur is, without hesitation. For this to be the case, the chauffeur should communicate their exact location and not move from this location.
It is the chauffeur's responsibility to tell dispatch once they are on location, and the precise place that they're waiting. If you are driving for WWFS, you'll be able to use the code system, and an example of this is able to be to email or text: "Code two T2 BOE". which means terminal 2 bottom of escalators. don't fret regarding these abbreviations, you will begin using them automatically and you won't be tested on them! All you need to know is that the concept of informing dispatch that you are on location and where you are precisely, without anticipating them to decision you and conclude.
Code 3 - made contact
Making contact with the passenger means that simply that. when you build contact with the passenger, let dispatch grasp. However, this does not mean that you simply have gotten the passenger within the vehicle.
This is a vital distinction, thus take note of this. Many times, you will make contact with the passenger and inside seconds you will have them in the vehicle and be in route to the drop off location. during this case, it is common to update dispatch with code four only (The passenger is on board). However, typically there is a major lag time between the time that you simply meet the passenger and also the time that you even have the passenger on board and are in route to the drop off location. It is very, vital that once you let dispatch understand that you have made contact with the passenger, you furthermore may let dispatch know after you have the passenger on board. We'll examine why within the next status.
Code four - Passenger on Board (POB)
It is common in the limousine industry to use the abbreviation POB (passenger on board) to indicate that the passenger is in the vehicle. the reason it's therefore vital to update dispatch with this information; additionally, to the previous code (made contact) is that dispatch will use this info to determine where you are. You see, dispatch is also trying to figure out future series of runs, and in order to work out this, he or she has to recognize where his or her cars are aiming to be at what time.
For example, as an example you meet a passenger at LAX and you let dispatch know that you have created contact. Dispatch has another run that's near where you're dropping off and is attempting to form a determination on whether or not you can make that run. Dispatch has to know after you really LEAVE LAX in order to form this decision. Giving dispatch your POB time provides dispatch a plan of where their automobile goes to be. Remember, dispatch is very busy managing phone calls and updating the statuses of a number of various jobs, whereas at constant time attempting to position their vehicles for ensuing series of runs. Communicating to dispatch when you have met the passenger and after you have truly left with the passenger towards the drop off makes their job much easier.
It is the chauffeur's responsibility to let dispatch recognize when the passenger is in the vehicle and you're in route to successive destination or drop off. you'll email or text dispatch "POB".
Code 5 - On Stand-By
Stand-By is once you have dropped a passenger off somewhere (such as a restaurant or a concert) and you propose to select them up once more. you need to understand a few things regarding stand-bys:
1. Not all stand-bys are planned. Some corporations charge fees for extra stops, therefore if the passenger asks to go to a store or requests any other kind of "stop and wait" service, dispatch needs to apprehend. Whenever you stop and wait, even though it's for a brief amount of time, let dispatch recognize that you are on stand-by.
2. Phone service. As we all understand, cell phone service may be unreliable. Whenever you are on stand-by, you need to make sure that the passenger will reach you by phone. Situate yourself where you plan to wait for the passenger, then decision dispatch and ask for a phone check. Dispatch will call you back to confirm that your phone has reception. (Sometimes cell service is such that phones will build outgoing calls, however won't receive incoming ones). If you do not get a decision back from dispatch, move and take a look at once more.
Code half dozen - Passenger dropped (job is finished)
After you drop the passenger, contact dispatch and let them understand that you just have dropped the passenger. they're going to create a note of the exact time that you just dropped the passenger off. (As a matter of fact, dispatch makes a note of the time whenever a standing changes, as pickup times, drop off times, and wait times are all used when compiling a bill for the client; one more reason why these status updates are so important).
After the drop, immediately inform dispatch of any further items that pertain to the task, no matter how irrelevant they will seem. Did the passenger have any special preferences? Did something uncommon occur throughout the job? All of those will be notes thus service will be improved for constant passenger next time and so any service problems will be addressed. If there were any problems, it's particularly important to deal with them at now. If the passenger plans to decision regarding something and complain, it's much better for the chauffeur to bring this up ahead of time. this fashion the corporate can prepare to upset the problem or perhaps contact the passenger to address it. As difficult as there is to acknowledge that the passenger wasn't happy concerning something, it always makes the chauffeur look smart for your company if you help them upset it by being forthright about it.
Texting vs. Phone Calls: every company can have its own protocols and procedures regarding communicating with dispatch. usually a phone text is right. when you text dispatch instead of calling them, you take less of their time. Dispatch doesn't ought to stop and answer a phone. They pay lots of time on the phone, thus not being interrupted by a phone decision is good. once they receive a text or email, they'll look into it at their convenience. but texting has another significant advantage to phone calls as so much as dispatchers are typically concerned. once they receive texts, they have a written, time-stamped record of when things occurred. this can be especially useful to dispatchers, as a result of they usually get overwhelmed, and if they'll return and look at their phone and see when things happened in writing, with times hooked up to the events, it makes it abundant easier for them to go back and update statuses. Some companies prefer that you send in emails. Keep in mind that if you do this, there's sometimes a delay on after they receive the e-mail and it will throw off the actual standing time. If you email statuses take care to notice the particular time the status occurred as a part of your message. In short, phone calls can be forgotten. Texts will be saved.
However, never ever hesitate to call dispatch if you need facilitate. that's what they're there for. So, the rule is, do not decision when a text or email can suffice, but never, ever hesitate to call dispatch if you really need to.
Here are the most concepts you should take away from this:
1. Dispatch must know every little bit of info regarding your job. they have to verify that you have the correct data for the task, they have to know when you are in route to the task, they need to understand once you have created contact with the passenger, they have to know after you have the passenger on board and when you are in route to your destination, they need to understand if you're on stand-by, they need to understand after you drop your passenger, and that they have to be compelled to recognize if anything out of the normal (however insignificant it's going to seem) happened during the trip.
2. Dispatch needs you to communicate this information to them before they need to contact you. it is your responsibility to speak all of these statuses to dispatch.
Answering Your Phone
Always, always, perpetually answer your phone when dispatch calls you.
Always, always, continuously answer your phone when dispatch calls you.