The Official Newsletter of Aerial Capital Group Ltd Issue Thirty-Three December 15/January 16
VALE KEN LAMBERT PLEASE LEAVE ME IN THE CAR FOR OTHERS TO READ.
WE SEE OUR CUSTOMERS AS INVITED GUESTS TO A PARTY AND WE ARE THE HOSTS. IT IS OUR JOB EVERY DAY TO MAKE EVERY IMPORTANT ASPECT OF THE CUSTOMER EXPERIENCE A LITTLE BIT BETTER.
INTRODUCING DRIVER RATING CUSTOMERS CAN SELECT WHY: dRIVERS’ SERVICE ATTITUDE PRESENTATION VEHICLE STANDARDS LOCAL KNOWLEDGE FOR ALL ONLINE & MOBILE WEB APP BOOKINGS CANBERRAELITE.COM.AU
TABLE OF CONTENTS ISSUE #33 DECEMBER 15/JANUARY 16 AERIAL NEWS
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3
4
6
7
CANBERRA ELITE CAVALRY
8
DECEMBER 15/JANUARY 16 EVENTS
9
FLEET NEWS CTIA NEWS VALE ALFONSO CADONA VALE KEN LAMBERT
AMBASSADOR DRIVER & DRIVER POINTS
10
TOM ROBERTS
11
OUT & ABOUT
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For any enquiries regarding the CabBerra magazine, please call 02 6126 1696 or email marketing@aerialcapitalgroup.com.au
AERIAL NEWS
FROM THE MD DESK
By Mark Bramston Taxi Buildup to Christmas Sitting down to write this article for CabBerra I note that we are in our third week of the new innovation sharing economy in Canberra. The Taxi Innovation Amendment Bill is yet to pass the Legislative Assembly. It may or may not happen in November? With less than three weeks experience, it is still too short a period in which to form any conclusions, but so far taxi business is strong and healthy. The build up to Christmas and the usual quiet holiday period in January appears to be on track. Most importantly as we move into this busy pre Christmas period the taxi industry must remember to focus on really great customer service. A shining example, which we all acclaim with pride, is the community spirit demonstrated by Taxi Parisien during the recent terrorist attack. Free taxi trips to get people away from harm and home safely. Make Canberra’s Christmas build that little bit extra special and do everything you can to make customer service extra special. The Level Playing field A vital concept, the level playing field, if true competition is to be achieved and made sustainable. Aerial has been asked what we are doing to respond to the Taxi Innovation challenge? Our response is constrained because we are competing and we don’t want to give anything away. Suffice to say we are changing and adjusting rapidly, advice is being sought and used in a number of areas, particularly technology. Timing is everything and the market will determine the priorities. The first step is to ascertain that we truly have a level playing field and that the game can be won. As such we must see the legislation and its regulations as they are passed through the assembly. A recent tweet from the Chief Minister as he was using the new ridesharing app on Saturday night does not suggest that the Gov. are taking an impartial approach to creating a level playing field. Something we will watch very closely. Workers Compensation The new Taxi Innovation Amendment Bill makes changes to the ACT Workers Compensation Act. This is an area that has long meant high cost and variable outcomes for the tax industry. Aerial welcomes the chance to see real improvement made to workers compensation for the Taxi Industry. We have had a number of meetings with representatives of the insurance industry and have expressed our willingness to participate in this reform. 02 - CABBERRA THIRTY-tHREE
facebook.com/AerialCG
FLEET NEWS
Ask not what the taxi industry can do for you, Ask what you can do for the taxi industry By Jason Shields Hello to all the operators and drivers out there in the taxi industry. We hope that you have all had a safe and prosperous couple of months. I have stolen the heading for this edition of CabBerra from the inaugural speech of US President John F Kennedy in 1961. These words are particularly pertinent at this time when the taxi industry is being challenged by the ACT Governments approval for ridesharing companies to operate in the ACT in competition with taxis. Following the Government’s action, many operators and drivers are asking what Aerial is doing to protect them against this challenge rather than asking what they can do to protect their market. So in this edition of the fleet news I want to talk about all things customer service. As the local taxi industry fights to maintain our current status within the local transport market the delivery of professional and responsible customer service has become of the upmost importance. Recently the Victorian Taxi Council ran an anti-ride sharing campaign on social media which was designed to ask taxi customers what they think about taxis. The council believed that this would lead to people coming out in support of the taxi industry and talking about their good experiences in taxis. Unfortunately most people who responded on social media complained about their experiences. Three major areas were focused on by these customers which were dirty smelly taxis, drivers refusing short jobs and poor local knowledge by the driver. Now the reason I mention this campaign is because these are the same problems that Canberra taxi patrons are complaining to Aerial about. As an industry we have to get all layers of our customer service sorted so the customers are leaving taxis with positive impressions of the taxi industry not complaints. We know that if we have happy customers they will not go looking for an alternative transport option. However if a customer receives poor service then they will go looking at other services like ridesharing apps in search of the service they desire. Below I have highlighted each of the areas and detailed what the customers are saying: Dirty Smelly Taxis: The taxi base receives daily complaints from customers about taxis that were dirty or smelly and in some cases both. Customers complain often about experiencing the smell of body odour in our taxis. Often customers say that the smell of body odour in the taxi is so bad that they cannot breathe without winding down the window whilst travelling in the taxi. Customers also continually complain about the cleanliness of the interior of taxis especially dirty seats. Please remember to clean the taxi at
the end of every shift and not undertake hiring’s if the taxi is not clean. Another common complaint is the overuse of spray car deodorisers. These should be used in moderation and are no substitute for regular cleaning. Never spray deodorises directly onto the seats as the smell gets into passengers clothes and stays with them all day. So throw the sprays away, clean the taxi regularly and only use air fresheners that hang or clip to the air vents. Small Jobs: Our training school spends a lot of time talking about small distance jobs and why they are just as important to the taxi industry as a long distance job. Unfortunately despite this training we still receive daily reports from customers of refusals from taxis due to the distance they wish to travel. Please remember that as a driver every time you refuse a customer due to the distance they wish to travel you are breaking the law and you are encouraging these customers to use another transport service other than taxis. That means next time they need transport for a long distance they don’t take a taxi. Lack of local road knowledge: Earlier this year I was asked by someone why in the age of GPS do taxi drivers need to know a basic knowledge of the road network. I responded by quite simply saying that this is the expectation from our customers. Customers assume that by hiring a taxi they are hiring a person with knowledge of how to navigate their way around the city. As an example, in Canberra they expect when they hire a taxi from the Airport and ask to go to Parliament House that the driver will be able to do so without needing to put it into a GPS unit. We hope that drivers would take pride in the amount of local area knowledge they possess because we are very proud of the drivers in the fleet whose local area knowledge is quite impressive. As a driver you should always be looking to expand your local knowledge and if a customer asks to go to an address you do not know please take the time to look up the address and not charge the customer in the process. Simply saying to the customer “you show me the way” is extremely unprofessional and is never acceptable, more so in this current climate. In wrapping up this edition of fleet news we would like to remind operators and drivers of a quote by Scott Cook who once said “I think instead of focusing on the competition, focus on the customer”. Please remember to smile when greeting customers, offer assistance to all customers no matter where they wish to travel and remember to keep the taxi in a neat and clean condition. Remember the most important customer is the customer who is already in your taxi. That’s all for this edition of fleet news. Stay safe and we will see you on a rank sometime soon.
CANBERRA TAXI INDUSTRY ASSOCIATION
DEALING WITH UBERX & OTHER RIDEHAIL SERVICES “WHINGE OR STAND UP AND FIGHT”
This issue of CabBerra arrives at no doubt the most critical time the taxi industry in Canberra has experienced. UberX has been allowed into the taxi market on terms that has put lie to the Chief Minister’s words that ridehail entrants would be obliged to compete with the taxi industry on a level playing field. To allow UberX into the market on the terms that defined the so-called “level playing field” was a serious betrayal of the taxi industry. But our Chief Minister has gone further than that. He has allowed UberX to commence operations prior to the activation of a regulatory basis for its activities; no government accreditation of drivers, Uber sponsored vehicle testing (four good tyres and no dents), and no properly defined insurance standards. Further, the Government has announced that taxi driver uniforms will no longer be compulsory and that training requirements will be reviewed. The above two changes should be examined. Uniforms After agreeing to make taxi driver uniforms compulsory about twenty years ago and providing for fines of up to $500 for non-compliance, the 04 - CABBERRA THIRTY-tHREE
government has now declared that in future taxi driver uniforms will be optional. This is a blatant move by the Chief Minister to remove a hindrance to the entry of Uber drivers into the taxi market, a genuine effort to “level the playing field” for the benefit of Uber. Without going into all of the good reasons why a uniform should be worn, two of them are that they show respect for your customer and that that they indicate the wearer is part of a team, two most important elements of good marketing. [Service industry workers who object to wearing a uniform are best suited to behind the scenes type work]. Although the Government has made uniforms optional, this does not mean that a dispatch company that seeks to impress its customers should follow suit. Training After promising the taxi industry during the “innovation” inquiry that UberX and other ridehail drivers would be subject to the same driver training requirements as taxi drivers, the Government has now stated that drivertraining requirements will be reviewed. This is purely another attempt to “level” the playing field for Uber, as the cost of driver training will detract potential UberX starters. So, the above is the “whinge” part of this comment. The question is, do facebook.com/AerialCG
CANBERRA TAXI INDUSTRY ASSOCIATION
we as an industry think that by whinging about unfairness and biased treatment we will have decisions reversed? Or do we realise that customers are retained by the reception of service that continues to impress them? SO HOW DOES THE TAXI INDUSTRY SHAPE UP? Firstly, Uber is here, so the taxi industry needs to compete. We need to remember that the passengers who use our taxis have chosen to be in a taxi. So hearing a driver complaining about Uber and the unfairness of the world all the way from the Airport to Belconnen could make the passenger wary of catching a taxi next time. Having unfair conditions addressed is best achieved by approaches to politicians, bureaucrats and influential people, or even law courts. Having public opinion on our side is best achieved by giving very good service to our passengers. It is pretty obvious that public opinion has been on the side of the taxi industry right through the “Uber review”. That is because the taxi service has been performing above required standards for several years. Now that Uber has commenced, the taxi service delivery will need to be maintained at a high level and even more attention will need to be paid to vehicle and driver presentation. The vast majority of Canberra taxi drivers are competent, well mannered and friendly, and most Canberra taxis are well presented.
Passengers rate Uber drivers and only highly rated drivers are retained. Uber’s reputation for exaggeration and spin are well known. The taxi industry should not be discouraged by stories of high UberX standards. In Canberra, poorly rating Uber drivers are disconnected, and then re-instated. Uber claims its average driver rating is 4.79 out of 5.00. This claim should be taken with a grain of salt. Aerial’s app passengers rate Aerial drivers too. 86% of passengers say they are happy with the service. This would rate Canberra’s taxi drivers as the best in Australia. We simply need to remember that every well-done job will strengthen loyalty and heighten the possibility of another job. Every driver and every operator is involved. The market Until UberX commenced, taxis held 100% of the taxi market (rocket science). The volume of that market has grown by over 10% during the past two years. If ridehail took 10% of the market, the taxi industry would be back where was two years ago, not good, but manageable. The aim should be to retain as much of that 10% as possible. Conclusion
Taxi fares are dearer, or are they? Taxi fares are dearer than UberX during quiet times, but this should not make a taxi driver feel disadvantaged. The fact is that customers do not mind paying for service and/or availability. Specially ordered Silver Service taxis charge $13.80 above the standard taxi fare. Silver Service passengers are happy to pay for the extra service. UberX passengers are prepared to pay up to three or four times the normal fare just to be assured of a lift during busy times. This means UberX fares are cheaper than taxi fares for part of the time, but can be much dearer at other times. (It is also worth knowing that whilst an Uber X driver is working on the cheapest rate, the take home money for a similar number of paid kilometres, and from which he/she must pay the vehicles’ running costs, is about only 2% more than a taxi driver’s, hence the high turnover of Uber drivers). If questioned on fares, taxi drivers need to explain that Uber fares are cheaper only part of the time.
It could be said that the Uber/ridehail threat is the biggest challenge to have been faced by Canberra’s taxi industry, especially after the cynical and manipulative deliberations of the Chief Minister’s “Innovation Review”. However, although the fight with Uber has just started and we can expect some aggressive treatment at the hands of Uber, the taxi industry still has a lot going for it. There should be no need to feel negative. The above discussion points should provide confidence that the taxi industry is up to a good fight. Uber’s abilities are limited, whereas those of the taxi industry are broad. The above comparisons do not mention other advantages enjoyed by taxi users. These include, among many others, the ability to make advance bookings and make special requests, a variety of payment methods, properly trained drivers and unquestioned insurance cover. So we are in a position to fight, and we should fight hard and clean and forget about whinging.
UberX cars turn up quickly, or do they? A page 5 report in the Canberra Times on 9th November compared UberX and taxi response times and fares for trips from the city to the airport and from the airport to the city. Taxi response times were quicker than Uber’s, and the city and the airport are areas where the greatest concentration of Uber cars may be expected. Average response times for Canberra taxis are under five and a half minutes Passengers expecting an Uber car in the suburbs will have little chance of a prompt response. facebook.com/AerialCG
CABBERRA THIRTY-tHREE - 05
OUR CONDOLENCES
VALE
ALFONSO CADONA Alf Cadona, a legendry figure of the Canberra taxi industry, passed away on the 4th September 2015 just short of his 93rd birthday. He migrated to Australia from Italy in 1937, aged 15 years. His first work in Canberra involved planting trees at the then new Canberra Grammar School where some of the teachers assisted him to learn English. Alf worked very hard and bought a gravel truck. When soil was being removed from the bed of the soon-to-be filled Lake Burley Griffin, Alf was in charge of over fifty trucks. Alf became the owner of TX 16 in 1964 and it is still in his family. Like many other owner/drivers Alf spent long hours in his taxi. He did a lot of his work from Manuka rank. He was a loyal member of the Aerial Co-operative and was a most regular attendee at AGMs, where he always made his opinion known. Alf displayed the qualities long associated with being a good Italian and a good Australian. He was a great example of the Italian father. Everything he did was for his family. He beamed with pride when he spoke of his children or his grandchildren. He was a good example of the Australian worker. He worked long and hard, was honest and direct. The phrase “to know him is to love him” applies very aptly to Alf. He was a lovable man, and it was always a pleasure to have a yarn with him. The way he told a story, the slow voice, and the description of events always held the listener’s interest even if it was a mundane exercise such as unblocking a drain, and somehow there was always reason to share laughter as a story unfolded. Alf was a credit to Canberra’s taxi industry and a great credit to his family. The outpouring of love at his funeral Mass at St Christopher’s Cathedral and at his wake was evidence of this. Alf is survived by his loving wife, Justina, four surviving children, fourteen grandchildren and 2 great grandchildren. God bless you Alf. John McKeough 06 - CABBERRA THIRTY-tHREE
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OUR CONDOLENCES
VALE
KEN LAMBERT Ken Lambert, fondly remembered by many in the Canberra taxi industry, passed away, aged 89, on the 8th October 2015. Those in the taxi industry who did not know Ken will probably wonder why Aerial’s headquarters is called “Ken Lambert House”. The building was called “Ken Lambert House” for good reason. Ken was the most influential member of Canberra’s taxi industry for 32 years. He was prominent in every move that advanced the image and performance of the industry and of Aerial Taxis Co-operative from 1954 until 1986. Ken, his brother Bruce, and five other owner/drivers formed the Aerial Taxis group in 1957. This led to the creation of the Aerial Taxis Co-operative in 1959. In the late 1960’s Ken rescued the co-op after a badly performing manager left it in a poor financial position. Ken took over as secretary/ manager, sorted out the finances within a month and the co-op never looked back. Ken juggled his position in the co-op with his role as Chairman of the CTPA, now the CTIA, and earned the respect of politicians, the media and public servants by the honest and forthright way he conducted himself. Whilst Ken was steering the ACT taxi industry, he was simultaneously involved in the formation of the Australian Taxi Industry Association. The ATIA evolved as the various state taxi associations realised that not every taxi issue was a matter for their individual state or territory government, but that some were federal issues. Getting fiercely independent state representatives into a harmonious group needed a strong and wise man. Ken filled this role, and became the much-respected secretary of the association. Ken’s efforts for the taxi industry earned him the Order of Australia Medal. Ken Lambert was not only a great administrator, or a great taxi man; he was a great man.This judgment is made based on the love that he left behind, the effect on people around him and on his family. Ken was a deeply religious and humble man and in his retirement was the moving force in the establishment of the New Life Presbyterian Church at Amaroo. The eulogies presented by his daughter Susann and his son Ian, and expressions of love by his grandchildren evidenced Ken’s fullness of love and his humanity. His wife Marion, children Susann and Ian, six grandchildren and five great grandchildren, survive him. God bless you Ken John McKeough facebook.com/AerialCG
CABBERRA THIRTY-tHREE - 07
EVENTS
december 2015 - January 2016 The 2015 “Asia's Got A Talent'� Grand Finalists in Australia
1/12/2015
Llewellyn Hall
Robot Evolution
1/12/2015
The Shine Dome
Borland + Borland
2/12/2015 to 7/02/2016
Canberra Glassworks
Summer Story Time at the Australian War Memorial
4/12/2015 to 26/02/2016
Australian War Memorial
Faulty Towers... The Dining Experience
4/12/2015 to 5/12/2015
Canberra Rex Hotel
Tom Roberts
4/12/2015 to 28/03/2016
National Gallery of Australia
Richardson Community Celebration
4/12/2015
Richardson Community Celebration
Eco Elves Christmas Market
4/12/2015
Canberra Environment Centre
Night Market Canberra
4/12/2015
Realm Park
Christmas at the Old Bus Depot Markets
5/12/2015 to 20/12/2015
Old Bus Depot Markets
Sideshow Alley: Infamy, the macabre & the portrait
5/12/2015 to 28/02/2016
National Portrait Gallery
Fix and Make | Make Your Own Camp Furniture Workshop
5/12/2015
Hotel Hotel
Forde Parties at the Shops
5/12/2015
Forde Shops
Summer Lunch in the Garden
5/12/2015
The Crisp Galleries
A Very Canberra Comedy Festival Christmas
5/12/2015
Canberra Theatre Centre
Made by Hand @ Bungendore
5/12/2015
Bungendore War Memorial Hall
Hustle and Scout: Twilight Fashion Market
5/12/2015
Little National Hotel
A Day At The Lake
6/12/2015
Lake Burley Griffin
The Wiggles
7/12/2015 to 9/12/2015
Canberra Theatre Centre
The Illusionists 1903
8/12/2015 to 16/12/2015
The Playhouse, Canberra Theatre Centre
Culture Reels: 20 Feet From Stardom
9/12/2015
Gorman Arts Centre
Cirque du Soleil - Quidam
10/12/2015 to 20/12/2015
AIS Arena
Art After Dark at Canberra Glassworks
11/12/2015
Canberra Glassworks
The Last Temptation: The art of Ken + Julia Yonetani
12/12/2015 to 27/03/2016
NGA Contemporary
Christmas Vintage Market & Ball: Old Blue Eyes meets the Queen of Jazz
12/12/2015
Albert Hall
T3x Triathlons
12/12/2015 to 13/12/2015
Rond Terraces
Handmade Market
12/12/2015 to 13/12/2015
Exhibition Park in Canberra (EPIC)
December Mt. Stromlo Observatory Site Tour
19/12/2015
Mt. Stromlo Observatory
Christmas Carillon Concert
20/12/2015
National Carillon
New Year's Eve in the City
31/12/2015 to 1/01/2016
Civic Square and Garema Place
New Years Eve at The Albert Hall with Canberra Pops Orchestra
31/12/2015
Albert Hall
Celestial Empire: Life in China 1644-1911
2/01/2016 to 22/05/2016
National Library of Australia
Summer Hands on History
4/01/2016 to 29/01/2016
Australian War Memorial Lower Galleries
Summernats 29
7/01/2016 to 10/01/2016
Exhibition Park in Canberra (EPIC)
Summer Drop-in Craft Fridays
8/01/2016 to 29/01/2016
Australian War Memorial
2016 Summer Sounds Concert Series
16/01/2016 to 7/02/2016
Australian National Botanic Gardens Eucalypt Lawn
Fix and Make | Making As Meditation Workshop
16/01/2016
Hotel Hotel
Snakes Alive!
18/01/2016
Crosbie Morrison Building, Australian National Botanic Gardens
4th Victoria Bitter ODI: Australia vs India
20/01/2016
StarTrack Oval
facebook.com/AerialCG
CABBERRA THIRTY-tHREE - 09
AMBASSADOR DRIVERS & DRIVER POINTS
Commendable
Driver
RANJIT SINGH
Ranjit, this is a message we received from your customer: I should write a longer, more eloquent message but my point is simple; Most taxis in major cities are not in great condition, old, messy and they usually rattle like a bag of old part. It was nice and refreshing this morning to get picked up in one that was none of those things. I was very impressed.
IGOR PAVIN Hi Igor, we receieved an email from one of your customers, here’s what shesaid about you: The driver who picked us up from Regatta Point was nothing but pleasant. He asked how the wedding was and spoke to us all the way home. We were so delighted to have him as a driver and were very pleased with the service we got.
driver points
RANJEET SINGH
ARIF HUSSAINI
RAVI CHAKARAJAMULA
GRAHAM SCHMUTTER GYS VAN VILET
ERNEST BERRY
ARUN KUMAR DAVID BENNETT
JAGJIWAN MALHI
How to earn points? Pickup within 6 minutes = 1 Point | Reject a Job = Minus 1 Point | Recall a Job = Minus 1 Point 10 - CABBERRA THIRTY-tHREE
facebook.com/AerialCG
hotel-hotel.com.au
A break away! 1891 (detail) oil on canvas, Art Gallery of South Australia, Adelaide Elder Bequest Fund, 1899
OUT AND ABOUT |CABBIES BREAKFAST
OUT & ABOUT
12 - CABBERRA THIRTY-tHREE
RUPI TX44
GURKIRPAN SINGH TX77 & MICHELLE
RAKESH TX30
SHAKEEL TX 43
ERNEST TX105
PRINCE TX128 & RAVI SINGH TX 103 facebook.com/AerialCG
OUT AND ABOUT |CABBIES BREAKFAST
PHURBA TX 200
GURJEET TX190
ABD WALID TX177, ALAM TX 183 & DEVINDER TX207
JASON & MALKIAT TX132
AMAR TX41 facebook.com/AerialCG
GURWINDER TX4 & MALKIAT
MAYEN TX59 CABBERRA THIRTY-tHREE - 13
“It’s not real without the seal”
Protect the future of our industry and fight back against illegal ride-sharing! Join the ‘Grab a Cab!’ campaign and display the seal of approval on your cab to inform your passengers that their journey will be safe and in accordance with all government regulations.
An Australian Taxi Industry Association initiative.
www.grabacab.net.au