Motorcoach

Innovative Operator Profile: Professionalism is Cornerstone of Success

Posted on May 14, 2013 by Alex Roman

Silver State Trailways President Tony Fiorini believes that the charter bus industry is a business of relationships; the better relationship you build with the customer, the more business you’re going to get and the better you’ll get at it as a result.

To build that strong relationship, the Placentia, Calif. based company’s excellent customer service begins with the first phone call the customer makes and continues with drivers arriving in clean uniforms and coaches doing what they can to keep the passenger comfortable for the duration of their trip.

“We try to do whatever will make them happy,” says Fiorini about his operation’s service. “Customer service is a statement that everybody makes, but realistically it’s about doing your job professionally. That’s what it boils down to.”

A majority of the operation’s drivers also attend customer service classes conducted by one of its main customers, Harrah’s Rincon Casino & Resort in San Diego, which focuses on how to treat the passenger so that each one feels as if he or she is the most important customer on the coach.

Silver State has 10 coaches wrapped with Harrah’s advertising that run service from various pickup points and take tour groups to the casino daily. The operation also recently opened up an operation in Las Vegas with six motorcoaches and is hoping that its recent decision to join the Trailways network will pay off.

“Trailways is bringing in a marketing director to launch a nationwide marketing program, which we hope will translate into more business for us,” says Fiorini.

Silver State also hopes to increase business by becoming U.S. Department of Defense (DOD)-certified transporter — a requirement for all Trailways operators. Receiving that certification also makes the operation eligible for federal grants, which they hope to use to add Voyager GPS systems on all its coaches.

“We really didn’t have to do anything different besides having the DOD come out and perform the inspection,” explains Fiorini. “I think we benefited from the fact that the California Highway Patrol performs similar inspections on our fleet every year.”

Silver State’s fleet mix consists of 37 Van Hools and three MCIs. It runs both the Van Hool C and T models, using the Cs for its everyday trips and the Ts for its touring and over-the-road trips. Currently, the operation is testing Van Hool’s latest model, which pairs a CAT engine with a ZF transmission.

To gain more control of its inventory and enhance its preventive maintenance program, the operation has begun using FleetMax Inc.’s maintenance management software solution. “We haven’t had the control that we wanted over our inventory, so our hope is that this will vastly improve that control,” says Fiorini.

Making things easier when it comes to replacing parts, the company’s proximity to ABC Companies’ facility — Van Hool’s U.S. distributor — helps keep costs down.

“They’re only 20 minutes away from us, so we don’t really have to house a lot of products here,” Fiorini explains. “If we need something, we can pick up from them daily if necessary.”

AT A GLANCE

Motorcoaches: 40

Fleet mix: Van Hool, MCI

Employees: 73

Drivers: 40 full-time, 15 part-time

Service area: U.S., Canada, Mexico

Services offered:  Charter

Year started: 1995

Average annual mileage: 2 million

President: Tony Fiorini (pictured)

View comments or post a comment on this story. (0 Comments)

More News

FlixBus officially begins U.S. operations

The launch marks the 28th country of operation for the German-born tech and travel pioneer — and the company’s biggest launch to date.

Prevost Ride & Drive event let operators see products first hand

Forty five operators from 30 coach companies throughout the U.S. and Canada attended the late April event in Hagerstown, Md. 

Motorcoach sales steady, but down in Q1, ABA report finds

Sales from the participating manufacturers in the first quarter of 2018 were 622 units sold versus 734 sold in 2017.

Martz Group to add 23 D4505, 18 J4500 MCI coaches

For its new 2018 models, Martz ordered the programmable interior color lighting, Wi-Fi and power outlets, the new rear window option and comfortable seating for 60 on its new, expansive J4500 coaches.

FlixBus launches in U.S. on major routes in the Southwest

For the first phase, 180 initial FlixBus connections will be operated by six regional bus partners.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation

Please sign in or register to .    Close