A few weeks ago, having coffee with a friend (When the bars were open), His daughter calls him to study at a university that is an hour and a half from San Sebastián.
Your daughter tells her: "Dad, Come and look for me. I don't want to go by bus. "
At the end of the conversation, My friend comments that his life has changed a lot since his daughter goes to college, Because with pandemic, You are afraid to take the bus. You are afraid to get the COVID19. "Claudia, I am very busy and a Every two for three I have to do more than three hours driving to take it to university. I am tired and I have no time for anything."
Everything I was listening was generating impotence, feeling of disgust and was on the verge of anger. I realized at the time how little theFine users, Like my friend's daughter, About bus and motor companies. It was my moment, I have more than 30 years working with bus and coach companies. I couldn't miss the opportunity to make things clear to my friend.
I breathed deep and told him in a more than soft tone, educational:
“Mira. Bus and coach companies, customers and non -customers of JMB, They have been the first to have the batteries with the pandemic. You have no idea of mental effort, physical and economical that these companies have made. I am a witness, They have been hours and hours of hard work with a Unique purpose: that each person who enters their vehicles safe and quietly travels. What do you think? What to the owners, managers, drivers, mechanics ... These companies are interested that people get into their vehicles? By God!”
“Mira, I tell you what bus and coach companies do so your daughter travels quiet:
When the buses are standing and are at their facilities: Before leaving, Each of the vehicles is made an exhaustive interior cleaning that is finished off with the use of disinfection with different products such as: biocids, Ozone and other disinfection methods. Interior cleaning is complemented by outdoor cleaning.
When your daughter enters the bus, everything is disinfected, even the air. And buses, In the case of many of them, The air is continually renewed in very short periods of time so that the quality of the air inside the bus is optimal.
All these companies have a disinfection and acting protocol against COVID. And as additional plus, Tell your daughter, that I developed this protocol for my clients based on our applus certified protocol. At the same time many companies have their certified protocol with other certifiers.
These companies have invested a long time forming their entire team: drivers, administrative personal, managers, etc.. And doing all the adaptations that go far beyond what the health authorities demand.
All, todo, Everything ... so that your daughter and the rest of the bus users, travel calmly ".
He told me in a tone ofrelief: “Claudia, I didn't know any of that ". He called his daughter ahead and said: “From now on you come and come back by bus and period! I don't want complaints, I don't want excuses!
Any time now, I felt aUfff of tranquility in the air and I told him:
"In part I understand your daughter, since he does not know this reality.It is possible that nobody has ever explained what I am telling you. It is time to make a radical change:
- In that wrong image they have of a bus and motor company, due to ignorance
- In that generalized fear of taking a bus, due to ignorance
Behind each bus and coach company there is a story
They are unique companies that are characterized by a common denominator:
Passion, hard work and maximum concern for the one who puts the foot inside his vehicles travel with the maximum security and enjoyment of the trip. Those companies transport lives, They bring lives to their relatives, To your dreams, To universities, To schools, etc.. They are vital companies for this country.
To all managers of bus and coach companies this is my message:
“You never underestimate the power of your company and communication. COMMUNICATION, Communicates and communicates who you are, What are you doing and transmits the value of your brand to each person who enters your bus or coach. You don't have to ask anyone permission to make you visible.
Your customers, My friend's daughter, and future customers, They shout to see your website, Your security measures, etc.. regardless of whether you are standing or not by mobility restrictions, To be clear to call you tomorrow. You have done your homework, You have put all the meat on the grill. You just have to know your customers.
Here I leave you 7 Ideas for your communication plan. Ideas that are part of my article "in times of chaos is when good ideas arise" that you can read it: https://www.jmbgrupo.com/en-momentos-de-caos-es-cuando-surgen-buenas-ideas-mi-reflexion-personal/
7 Ideas for your communication plan
1. TRANSMITS SECURITY AND TRUST:
It is evident that this crisis will leave a mark that will be difficult to forget travelers and has to do with psychosis created by the infection of COVID19. That is why we can already foresee that we have to anticipate, transmitting maximum security and confidence to our travelers.. People who enter your bus have to know all the actions your company does so that they travel safely.
YOUR CUSTOMER HAS TO KNOW that your company is 500% committed to your comfort and safety.
for that, YOUR CUSTOMER HAS TO KNOW EVERYTHING ABOUT YOUR BUSES:
2. Prepare your digital marketing plan with a powerful content plan
To fall in love with your client
Social networks, web, email marketing, etc.. You have a huge easy communication range, most of them are free and will help your company reach your customers quickly and effectively. It is in moments of crisis when we leave our comfort zone and we have to look for new opportunities that we know work in our sector and in other sectors.. Without a doubt, the world of digital marketing is here to stay and it is time to adapt to new ways of communicating and connecting with our customers..
PUT YOUR MARKETING PLAN INTO ACTION IMMEDIATELY. Start EDUCATION your client with simple actions, step by step effectively.
3. TRANSFER TO YOUR TEAM, DRIVERS, MECHANICAL, COLLABORATORS, ETC
The actions that you have defined in your marketing plan so that there is global coherence between what you want to do and what is done.
4. GAIN LOYALTY TO YOUR CUSTOMERS.
It is in less easy times that we realize and value the loyalty of our customers.. Just like big companies, You can have your own loyalty system, points card, discount vouchers, your own customer club, …helps you feel part of your family.
5. INNOVA
in little things, actions… Innovation is an art that costs most of the time, very little. You can innovate in the way of booking trips with you, in the way you receive your passengers, in the way you can retain them, in the way you can communicate with your client, in creating a different user experience, listening to the new needs of your clients, modeling other sectors like yours, …
6. MAKE THE DIFFERENCE
Because your company is unique. Work on your unique value proposition (PUV). We are not all the same, Each of us has a proposition or several value propositions that make us unique and different.. The commitment to quality, service guarantee, our commitment, our way of serving. Many times you know the values that make you different, But do not communicate them to your customers.
7. COMMIT TO CONTINUOUS IMPROVEMENT
In every area of your company, These are times of changes and improvements to adapt to the new situation..
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I am Claudia Araujo and I have been 20 years helping my clients save time and money cleaning their fleet through high impact strategies and innovative washing systems, mobile and custom.
Claudia Araujo
Dtra. by Marketing JmbGrupo.com