Wake-Up Text / Wake Up Calls
Last Modified August 29, 2024
Every Chauffeur receives a Wake-Up Text (and potentially, a Call) prior to their reservation Spot Time.
The Wake Up Text/Call is vital as it allows the Dispatch to learn in advance if a chauffeur has not responded, and allows time for Dispatch to create a plan to cover the reservation.
It is the responsibility of the Chauffeur to respond to the Wake Up Text/Call prior to the Answering Service contacting the Company to state that a Wake Up did not receive a response from a Chauffeur.
Wake-Up Texts and Calls are conducted by an automated system in the Company’s Reservation System. Below is the process that occurs, along with a preemptive cancellation option.
ACTION STEPS
1 - TEXT
The first contact is a TEXT message.. Within 5 minutes of receiving the text, the Chauffeur should click on the link provided in the TEXT to confirm you are ready for the upcoming job. . Responding to the first text cancels the wake-up call that follows. If you do not respond to the TEXT, the next step occurs.
2 - CALL
The second contact is a CALL. ANSWER this CALL and following the prompt, Press 1 to confirm you are ready for your job. If you do not answer this call, you have failed to obligate the Wake Up Text/Call Agreement.
CHAUFFEUR RESPONSIBILITY
All Chauffeurs are expected and required to take action with one of the 4 described steps. Either
1) respond to TEXT,
2) respond to the CALL
The only acceptable exceptions for not taking one of the action steps are if you are actively driving another reservation and it is impossible to take one of the action steps, if there is an Act of God (cell service is out, your phone could not receive calls due to an Act of God, or if you legitimately cannot make it for your reservation due to an emergency and also could not answer the text or call. Failing to take one of the action steps, and not falling under the acceptable exceptions will result in disciplinary action.
FAILURE TO COMPLETE THE PROCESS
When a Chauffeur fails to take one of the action steps, and does not fall under the acceptable exception classification, the below actions begin. While the Chauffeur does not complete the below process, it is illustrated below to provide an understanding of the impact of a Chauffeur not properly following the Wake Up Text/Call procedure.
The Company begins Calling and Texting the Chauffeur
This takes priority over other activities.
It is considered an emergency until there is confirmation that the chauffeur is prepared and ready to be on site at the garage on time.
If Dispatch is unable to reach the chauffeur within 5 minutes of multiple attempts a back up plan must be formulated and action steps taken.
This plan will vary based on many variables, and Dispatch will begin to consider all of the below described questions:
Who is actively driving today?
Are they on a break and can they get the job started?
Who just stopped driving?
Can they assist?
Where are they?
What are they driving?
Who is driving later today?
Can I have someone start early, and buy time to find coverage for their original job
Who might say yes to cover the job?
Who lives close?
Who is likely available?
Can we send administrators?
Who is qualified for this size unit required?
What is the total headcount?
Can we split the reservation into different vehicles to cover capacity with qualified chauffeurs?
Dispatch creates a plan as quickly as possible to cover the reservation.
Dispatch continues trying to reach the originally scheduled assigned chauffeur as it works through the plan of emergency action.
If the original chauffeur is reached in time, Dispatch will call off the emergency plan.
Until Dispatch has confirmation that the original Chauffeur is on time for their upcoming assigned reservation, the implementation of the emergency plan takes priority.
A Chauffeur who fails to take action steps to resolve the Wake Up Text/Call Process, but who later answers a Dispatcher during the Emergency Process, may be too late and may have already been taken off the job. If enough steps have been taken to create and enact an emergency plan you may not still be assigned to your original reservation.
It is vital for the Company, its team members, and its Customers that each Chauffeur respond in a timely fashion and take action to complete the Wake Up Text/Call Process.
It is the Chauffeur's Responsibility to follow this process, understand its importance, and understand the considerable amount of time, energy, and resources spent, as well as the amount of stress caused by failing to complete the process.