Letters to FT and Telegraph: London's black cabs and customer service (Newham Borough Liberal Democrats)

Newham Borough Liberal Democrats <info@libdems.org.uk>

Letters to FT and Telegraph: London's black cabs and customer service

March 8, 2010 12:00 PM
Originally published by Sarah Ludford MEP

The Editor,

Financial Times

Dear Sir,

You report that taxi regulator John Mason at Transport for London is considering mandatory classes on customer service for London's (in)famous black cab drivers ('London's black cab drivers face lessons in when to turn off the constant rabbit', March 6th).

I think Mr Mason is bringing forward April Fool's Day! The charmingly idiosyncratic nature of London cabbies' pronouncements on life, the universe and politicians are to be treasured. If not, they are usually easily silenced either with a mere request, or by not rising to the bait!

I fear that extra training on so-called 'customer service' could in fact distract from mastering the demanding 'Knowledge' of the streets of our capital which is the real core of London black- cab drivers' unique customer appeal. It means the passenger does not get lost or cheated and can leave the A-Z at home.

Is the real intention to begin the process of abolishing the Knowledge? Mr Mason's dismissive reported view that "the memorising of great chunks of the city does not fully prepare drivers for life in a modern service industry" arouses alarm. Without being chauvinist, the last thing we want is for London's cabs to become indistinguishable from any others in Europe or elsewhere, dependent on maps and Satnav when outside known tourist sites.

What Mr Mason really needs to do is to reintroduce a system similar to the late-lamented 'Zingo'. This enabled the summoning of a black cab to home at a few minutes' notice, whereas normally only account customers get such service to rival the pre-booking of 'private hire vehicles' (minicabs). That would actually be helpful in boosting the competitive position of black cabs compared to minicabs, rather than a wasteful gesture.

Yours sincerely,

Sarah Ludford

xxxxxx

The Editor

Daily Telegraph

Dear Sir,

As a frequent user of London black cabs I was surprised but also slightly alarmed at your story 'Black cab drivers may be trained to keep quiet', and accompanying editorial (March 8th).

The occasional bad egg apart - inevitable in any walk of life - my experience of black cab drivers over 4 decades is extremely positive. They are generally helpful and I remember several acts of kindness beyond the call of duty. I don't agree with you that they won't take a hint regarding any excess chat; I find it is usually easily silenced either with a request, or by not rising to the bait!

My alarm stems from a fear that extra training time on 'customer service' could detract from the core of the London cab driver's preparation for the job, the famous and very demanding 'Knowledge' of the streets of our very large capital. Is this the thin end of the wedge, softening us up for the latter to be abolished?

What a disaster that would be. Those of us who have travelled a bit abroad know the value of the 'unique selling point' of London cabbies, that you can jump in the back, give an address anywhere in the city, and read, work or chat (with the driver or someone else!) without anxiety about getting lost or cheated.

So I say ditch the charm school, let's tolerate the occasional homilies and provocations on the state of the world, and be watchful for any sign that London's cabs will become indistinguishable from any others in Europe, dependent on maps, Satnav and A-Z. Quel horreur!

Yours sincerely,

Sarah Ludford

(These letters were sent to the Financial Times and the Daily Telegraph on 8 March 2010.)