MBR_ISSUE 47_JAN_LR

Malta Business Review
CORPORATE SERVICES
The
By Martin Vella
Experience
MBR talks with Darren Zarb, Managing Director of Dacoby Chauffeur Service, who
dreamt of creating a company that stands out from the rest. Not because it’s loud and
intrusive, but for the pleasant and hassle-free experience given to customer.
Darren Zarb
MBR: In a competitive industry, how do
you maintain an edge over other luxury
chauffeur drive services so you can fill
seats while maintaining costs?
DZ: The chauffeur industry has been growing
and developing in the last few years and
today, even more than ever before, it is
very difficult to compete with competitors
on a price basis. Moreover, our exclusive
chauffeur service goes far beyond the
normal cab services but is an experience
in itself. We perceive our costs as an
investment in our company - in fact our aim
is not to drive costs down as most often
than not it will have a negative impact on
the quality delivered to our clients, but to
have a return on the investments we make.
If you wish to offer the best service, you
need to source the best tools to do so - we
continuously challenge ourselves to find the
best technology in the industry in order to
maximise the usage of our vehicles and offer
the best just-in-time chauffeur service. By
doing so, we have created our own unique
competitive edge within the industry, which
up until today have proved us to be an
excellent recipe for success.
MBR: Why is it so important for you to
have the ‘wow factor’ in premium luxury
driven vehicles?
DZ: It is very simple. Why do you choose
to buy a branded item over the next one?
Our business is focused on providing an
experience to clients who know what is the
best, very often they have an impeccable
eye for detail, so as explained before, you
want to give your clients what they need,
want and if possible even exceed their
expectations. Sometimes a “Wow Factor” is
not the car itself but the little details, which
we have realised over the years make a huge
difference such as; the bottle of premium
water, the opening of the door with a smile
on the chauffeur’s face, and many other
things which have become a habit in our
daily routines. We manage to achieve the
wow factor, as you have put it, by offering
a tailored service to each and every client
hence, rather than catering for each client in
the same way, we strive to get to know our
clients and give them what they need and
want before they even ask or point it out.
That’s what makes Dacoby at the top of the
chauffeur drive business in Malta, and what
make us unique from other chauffeur driven
companies.
"we strive to get to know
our clients and give
them what they need
and want before they
even ask or point it out.
MBR: Is it possible you might focus on
offering discounted business class seats
instead?
DZ: Rather than discounted business class
seats, we focus our energy on creating
relationships with our clients. For example,
all our clients get free upgrades, especially
our corporate clients who we work with on a
daily basis. Instead of discounting, we always
strive to enhance the experience of our
clients. Sometimes someone might book and
E-Class but we go with our S-Class instead
at no extra cost, just because it is simply
available. Till now no one ever complained!
MBR: Dacoby Chauffeur Services won the
Malta’s Best in Business Best Customer
Focus Award 2019, with the judges writing
Dacoby as ’Best Ground Transportation
Provider’. How did it feel when you found
out you won, and what did it mean to your
company?
DZ: The feeling was surreal, there are times
in your life when you just stop to look back
at how far you have come, and that was one
of those moments. After ten years in the
business my team and I have never thought
that we would have come so far and grew
at the rate that we did, so it meant a lot for
us. It gave us the extra motivation that we
sometimes need to keep going. Honestly, it’s
a big achievement not only for me but for
the entire team to have been awarded such
an achievement.
MBR: What are you seeing as your biggest
challenge in the next 12 months?
DZ: As in every other business, the biggest
challenge is to keep improving on the
standard and service you have already
achieved. Year after year we have always
strived to keep on improving from the
previous one, and to cautiously make the
right step at the right time. This industry
is very competitive and if you sprint rather
than briskly walk you can find yourself in the
deep end of the water without realising.
At this point in time our main focus is to
maintain consistency in providing the due
attention to detail to all our clients just
like when our fleet was made up of only
two cars. The more you grow, the easier
it is to lose track of consistent quality and
maintaining a high standard expected by
clients, so I think that, that is what we need
to keep working hard for throughout this
year. MBR
All rights reserved - Copyright 2019
Dacoby Chauffeur Service
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