DRIVER CODE OF CONDUCT
Our drivers are required to adhere to a Code of Conduct which imposes uniform standards of dress and behaviour. The purpose of the Code is to ensure the security and comfort of our clients. The Code forms a part of the contract, and the consequences of breach of the Code are rigorous.
The Code includes the following:
Chauffeurs Genteel has a policy in relation to its Dress Code, to which our driver’s adherence is a condition. There are two reasons for this:
§ To identify ourselves as members of the business community; and
§ To take advantage of the implied professionalism that accompanies neat, professional dress.
The Dress Code requires all of our drivers to dress in conservative business dress with a uniformly high standard of grooming.
The Dress Code includes the following requirements of all drivers:
· Black tailored business suits
· White business shirts – long sleeve
· Approved Tie
· Black business shoes – leather upper and lower soles
· Black business suits with tailored pants
· Black business suits with skirts just above or just below the knee
· White business shirts – long sleeve
· Approved Tie
· Black court or business shoes – leather upper and lower soles
For both genders, footwear is required to be clean and polished. Other clothing is to be neatly pressed and cleaned prior to commencement of work. Hair should be clean, tidy and neatly trimmed, and if long, tied back appropriately.
Male drivers are required to shave prior to commencement of each day.
At the commencement of each day or at hand over, the car is required to be:
§ Washed - only at the approved car wash outlet(s)
§ Clean (that is, vacuumed, cleaned of litter, newspapers etc)
§ Topped up with fuel
§ Prepared with bottled water, mints, jelly beans, spectacle wipe and lubricant eye drop.
§ Magazines to be limited to one item per seat pocket
Any vehicle faults are attended to immediately, to ensure the safety and comfort of all our clients.
Vehicles are not to be used for personal use.
Vehicles are to be rested and not running while waiting for bookings or in between bookings.
Please note vehicles are fitted with GPS tracking devices.
Our clients have different needs when it comes to conversation. Many like to converse with the driver. At all times, complete integrity, discretion and confidentiality are maintained in relation to these matters.
Many clients, on the other hand, prefer not to converse with the driver. This position is always respected, and conversation is not persisted with if initial indications show that the client is disinclined to chat.
The subject of conversation is also important. Drivers will not enter into discussions of a controversial, political or religious nature.
Fraternisation with clients is not permitted, though amicable relations are maintained at all times. Our drivers will not concern themselves with clients’ personal affairs, marital status, drinking habits, domestic history, earnings or any personal matter including propositions with personal interests for example exchanging, receiving or selling services, goods or favours. Under no circumstances will comments be made to clients that may be interpreted as double entendres, of dubious content or of a sexual nature.
At all times the guideline that applied in relation to this matter is: allow the client to take the lead in conversation.
As important as verbal communication is, it only comprises a small percentage of our total communication – the balance we know as “non-verbal” communication. For example, no matter how neat a driver’s appearance, any benefit from it will be lost if the wearer is seen to be undisciplined or undignified in his/her bearing or manner.
Some forms of non-verbal communication may be:
§ Body language
§ Gestures and movements
§ Facial expressions
§ Personal Space
§ Vocal tone and pitch
§ Volume of speech
§ Heavy inhaling or exhaling
§ Eye contact
How our drivers use non-verbal communication should reinforce the message of professionalism they are sending to our client, rather than contradict it. Posture should be straight at all times; cars are not considered suitable leaning surfaces; hands should be kept out of pockets.
All of the guidelines detailed under Verbal Communication are strictly observed when dealing with VIP’s. In addition, the following guidelines apply:
§ Under no circumstances are the details of assignments undertaken for VIP’s revealed to ANY third party other than Chauffeurs Genteel management
§ Under no circumstances are the whereabouts of VIP’s divulged to ANY third party other than Chauffeurs Genteel management
§ Inappropriate behaviour, such as attempting to establish a personal relationship, asking for autographs, speaking to the media about the client, taking photographs etc. is not tolerated and can result in termination without notice
Client Relationship Management
Chauffeurs Genteel relies on its reputation of providing quality service to its clients. It is the proactive consideration of our clients’ needs that is our primary differentiator from other operators. To demonstrate the level of client service required to maintain this reputation, all drivers are required to:
§ Clarify clients’ needs until fully understood
§ Communicate the status of the assignment to the client at all times
§ Undertake actions that meet or exceed the clients’ needs
§ Confirm client satisfaction with solutions presented
§ Actively listen to and empathise with customers
§ Never appear casual in relation to client needs
§ Always offer assistance where needed.
Geographic knowledge and timeliness
The driver is expected to have a sound knowledge of the layout of all areas of the capital city in which they are driving and a clear understanding of the best available routes as well as alternative routes in the case of emergency, eg closure or blockage of major freeways, arterial routes etc. There are two reasons for this:
§ It contributes to the image we wish to project in terms of professionalism and competence
§ It helps us to be on time for our clients, and helps us to deliver them to their destinations safely and on time
If, however, any driver finds it impossible to reach a client on time, advance warning must be provided to the office along with the opportunity to decide whether our services will still be required.
Prejudicing The Business Relationship
All drivers are required to operate in a manner that is beyond criticism in terms of business ethics. Such behaviour includes:
· Not accepting bookings from clients direct, but always referring to the office for handling and confirmation
· Never inviting or permitting clients who so request to contact the driver direct – all enquiries will be referred to the office
Compliance With Traffic And Other Laws
All drivers at all times are required to comply with the traffic laws in the state in which they are working, including but not limited to speeding, parking, traffic control (e.g. lights, stop signs) and zero blood alcohol requirements.
All drivers are responsible for the safe keep of vehicles and replacement of property supplied eg mobile phone, EFTPOS terminal etc. In the event of an accident or insurance claim, drivers will be liable for the insurance excess or equivalent amount for the repairs where the driver has been deemed to be at fault or unable to provide details of the offending party. Dependent on the insurance policy at the time, the insurance excess may vary therefore we have set the following excess structure based on the safety score (the score is determined by hard breaking, cornering and acceleration) provided by the vehicle GPS devices plus any individual driver excess conditions applied by the insurer.
The safety score range is 100 to 0 where 100 is a perfect score.
Score Range | Excess
100 – 90 | $100
89 – 80 | $200
79 – 70 | $300
69 – 60 | $400
59 – 50 ` | $500
49 – 40 | $600
39 – 30 | $700
29 – 20 | $800
19 – 10 | $900
9 – 0 | $1000
This fee does not include the cost of loss of income. Fees or costs may be deducted from monies owing to the driver.
Consequences of Breaching the Code of Conduct
As any breach in the Code of Conduct threatens the professionalism, reputation and viability of Chauffeurs Genteel, the consequences will be the driver’s immediate relief of duties and/or termination without notice of this agreement.
If any such breaches are observed by our clients, the management of Chauffeurs Genteel should be informed immediately.