Affiliate Service Quality Expectations
SMART Car Inc. continually strives to maintain a reputation of being first in client satisfaction. Second only to safety, service is our number one priority and we require that these standards remain consistent throughout our affiliate network. In order to give our clients the SMART Standard they are accustomed to, we ask that all network affiliates follow a few guidelines. We thank you for your continued support and great service.
MINIMUM SERVICE REQUIREMENTS
1. Greet ALL clients in a professional, courteous manner and with proper signage (tablets preferred).
2. Assist clients with luggage (have a cart for multiple bags)
3. Provide clean vehicles (inside, out and trunk) that have met all local licensing requirements and safety inspection standards.
4. Utilize professional chauffeurs who are fully licensed and thoroughly familiar and trained in their service area.
5. Insure Chauffeurs follow the Golden Rule of ONLY speaking when spoken to. Please use discretion with respect to topics discussed.
6. No smoking allowed in or near the vehicles or client's property.
RESERVATIONS PROCEDURES
Reservations can be made via phone, fax, email, online or electronically with one of our Client Service Representatives (CSRs). For our records, a confirmation of the reservation should be sent back to us either via fax or email. This correspondence should include your confirmation number, rate and the name of the affiliate’s agent who booked the reservation.
A breakdown of the rate that compares the all-in retail rate with OUR all-in rate that also describes our affiliate discount 10% off the Base Fare would be ideal and greatly appreciated. In addition, a reminder of your airport pickup procedures is needed.
If our client wants to add another reservation or substantially change the reserved service, either call us to get authorization or give them our phone number 1-800-871-7627 to have them book directly with SMART Cars. As usual, a fax or email copy must be sent to us for billing purposes. Emails should go to mailto:. We would prefer that ALL reservations be made through our offices, and most of our clients are aware of this protocol.
Our Dispatch department will call your company the day before the reservation to confirm all information regarding the service. A SMART Cars representative will also call your dispatch department the day of the service and at least ten to fifteen minutes before the pick-up time to confirm that the vehicle is on-site and/or if the client(s) are already in the vehicle. During these three contacts, we expect you to communicate with your chauffeur and provide any and all special requirements requested by the client. Our proactive communications with you helps in reducing potential incidents.
Affiliates must provide SMART Cars with their Current Rates. If an affiliate updates or changes rates, it is the responsibility of the affiliate to notify SMART Cars’ Affiliate Relations team at (800) 871-7627 or via fax (847) 299-3741. Increases to rates not previously communicated to SMART Cars will NOT be honored.
DISPATCH PICK-UP PROCEDURES
1. Chauffeurs should be dispatched in a timely manner so as to arrive at the pickup point with a spot time of 15 minutes prior to the reservation’s pick up time.
2. Always use a SMART Cars sign or BLANK sign with the passenger’s last Name when meeting our clients. Always represent yourself as SMART Cars.
3. When unable to locate a passenger, please call us BEFORE releasing your chauffeur. We may be able to locate the client.
4. All additional requests made by clients should be granted, however, please call our Dispatch to inform us of the change unless otherwise specified by our offices. Please call us to confirm changes or to assist with any additional questions.
5. ANY incident, (i.e. late pickup, chauffeur issues with client ...) must be reported immediately to our office at 1-800-871-7627.
6. If clients use other means of transportation as a result of the car and chauffeur not being on location, affiliate will be responsible for charges related to the alternative mode of transportation.
7. No Show Policy: a “No Show” is defined as service where no contact is made between the chauffeur and the client. SMART Cars considers this as a billable trip to the client and payable to the affiliate IF the following conditions are met:
A. Chauffeur was on-site 15 minutes prior to scheduled pickup and then contacts dispatch who then contacts SMART Cars.
B. Chauffeur then waits on-site for up to an additional 30 minutes as we attempt to locate the passenger. For airports and train stations, the additional wait after plane/train arrives should be 45 minutes (although in most cases we will have an answer prior to this amount of time).
C. At other pickup sites, Chauffeur waits a maximum of 30 minutes on location or until advised differently by dispatch.
1. At hotels, check with the doorperson or front desk periodically. Never depend on them to identify your client or to direct the client to your vehicle.
2. At restaurants, check with host/hostess.
VEHICLE UPRGRADES
No vehicle upgrades shall be given without SMART Car’s PRIOR approval. Vehicle upgrades may be made by our affiliates when the requested vehicle type is not available and under the following conditions ONLY:
1. SMART Cars is notified, in advance of any changes and an authorized SMART Cars representative approves the change or upgrade.
2. There is NO additional charge for the upgrade.
3. The affiliate, either through the chauffeur or an agent of the affiliate, must inform the passenger that the upgrade is COMPLIMENTARY and at no additional charge.
*Stretch limousines may NEVER be substituted on sedan jobs without PRIOR authorization from SMART Cars and acceptance by the passenger.
CHAUFFEUR STANDARDS/DRESS CODE
1. Chauffeurs must be properly licensed for the vehicles they operate.
2. Chauffeurs must have a minimum of one year's experience with your company.
3. Chauffeurs must possess a high degree of knowledge for areas served.
4. Chauffeurs must conform to the following dress code:
o Black or Navy Blue suit (Clean)
o Black or Navy shoes/socks (Polished)
o Professional Business Tie
o White shirt (Pressed)
o Hairstyle must be neatly styled. Beards and moustaches must be neatly maintained.
AMENITIES
SMART Cars expects the following be provided as COMPLIMENTARY to our clientele.
Sedan: Local newspaper, USA Today or WSJ.
Stretches: Provide ice, chilled water, mixers, soda and/or juices.
RE-FARMING, NON-SOLICITATION OR REPRESENTATION
At no time shall an affiliate re-farm out a run given by SMART Cars without prior authorization. If you cannot complete the job, please notify us with at least 2 hour notice immediately at 1-800-871-7627 so that we can attempt to locate another vendor.
SMART Cars policy prohibits any affiliates from engaging in any activity with the intent to solicit or represent themselves or their company for their own benefit.
Examples of this include:
1. Handing out personal or corporate business cards to OUR clients
2. Direct mail to our clients
3. Phoning, e-mailing or faxing information to our clients
BIILLING /PAYMENT INFORMATION WHEN BILLING SMART
Quality service includes timely and accurate billing. Please follow these guidelines.
All invoices must be faxed / emailed within 24-48 hours of the completed ride to:
Fax: (847) 299-3741
Email: mailto:
Information provided should include both of our reservation #’s for easy reference. Whether you are charging our credit card or billing SMART Cars, we still require a hard copy invoice for our records. Invoices WILL NOT, be paid without a hard copy submitted via fax or email.
INSURANCE
Please forward a copy of certificate of insurance naming Smart Car’s Inc. /SCI Processing, Inc. as additional insured to:
SMART Cars, Inc. / SCI Processing, Inc.
9950 West Lawrence Avenue, Suite 202
Schiller Park, IL 60176
Minimum Requirements: $1.5 million – Sedans, SUV’s & Limousine / $5 million - on all larger vehicles.
SMART Cars will NOT use the services of any affiliate whose insurance documentation is either incomplete or expired. A valid insurance certificate on file is required prior to giving you work.
STATEMENT OF CONFIDENTIALITY
Information contained in this document is subject to change without notice. The Affiliate Company, its representatives, advisors or agents, agree to keep in confidence, any and all information, written or verbal, related to SMART Car’s propriety information contained within this document.
No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the expressed written consent or permission of the copyright holders.
SMART Car’s, Inc. / SCI Processing, Inc.
O’Hare Aerospace Center
9950 West Lawrence Avenue, Suite 202
Schiller Park, IL 60176
Toll Free: (800) 871-7627
Direct: (847) 627-8114
Fax: (847) 299-8741
INDEMNIFICATION
Carrier shall defend and indemnify SMART and its respective officers, directors, employees and agents (collectively, the “Indemnified Parties”) and hold them harmless from any claims and liabilities of any nature, causes of action, losses, damages, or expenses (including reasonable attorney’s fees) arising from or relating to the provision of Services hereunder by Carrier of any of its representations, warranties, covenants and agreements herein. The Indemnified Party shall give Carrier notice of any claim or threatened claim which is subject to Carrier’s obligation of indemnification hereunder and shall permit Carrier to participate in the conduct of the defense and settlement of such claim through counsel of its own choosing and its own expense provided that any failure on the Indemnified Party’s part to provide such notice or permit such participation shall not relieve Carrier of its obligation to indemnify the Indemnified Party hereunder if Carrier was not materially prejudiced by such failure. In connection with any such claim, Carrier will furnish the Indemnified Party with all information or any other assistance requested by them which is reasonably necessary to conduct the defense of settlement thereof. The other Members shall be third party beneficiaries of the Section and shall be entitled solely to the same extent as if Carrier had agreed directly with such Members to so defend and indemnify them.