I'd like to think of you as the president of my company.
Why not? The majority of my clients are presidents of something, and that something is often much more than a fleet of vehicles. Congratulations, you've got the job! If only being a president didn't equally entail being a servant, and we both know that you're not here to serve, but to be entertained.
I would rather be right than be president.
-- Henry Clay (1850)
So, you may ask, who's the president? Not me, unless I am driving you. Since the driver is the one serving the client, then he is the president. At ANA, your driver has all of the company's financial and managerial powers to make instant decisions in order to exceed your expectations. Often it's me who's driving you, but if it's someone else, then that someone else would be the president, and he could turn ANA upside down so he may please you.
As a veteran manager of service departments at one of the best names in D.C. hospitality, I wouldn't run my company any other way. And yes, there's more to manage than a fleet of vehicles and traffic patterns, and that is your expectations.
ANA is all about expectations. So what to expect from a service-oriented, client-inspired company? To sum it up in a word, you could always expect "a personal tour, at every turn." Putting a president in every vehicle is one way that ANA makes it possible to reach this level of personalized service. Of course, having such a policy is half the battle; the other half rests upon the shoulders of the driver.
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