old Town Trolley Tours quiz challenge

OTT goes MTV

by: Abe Burgos

Please do not hit the “Read the rest of this entry” link without watching the video first. This blog entry refers to the posted video. Watch it, then proceed.

I thought to myself, how could I make a video that not only would be interesting to the viewer, but also interesting to make? I thought, what makes Old Town Trolley different from the rest of the competition? Then I had an epiphany. Customer service is the difference maker. We may not be the cheapest in the city, but we do pride ourselves as being the leaders in a skill that is dying. Customer service is not just a job, but a skill. And from our maintenance staff to our sales representative to our conductors, we have that skill. So often, it’s believed that once the money is given for the product, the relationship with the customer is over. For us here at Old Town Trolley, the relationship is just beginning.

Top: (Left to Right) Tony Galeano, Joey Welsh, Vincent White, Loletta Edwards; Bottom: (Left to Right) Anthony Hunter, Michael Smith, Tom St Clair, Ellie Williams, BJ Polk

Top: (Left to Right) Tony Galeano, Joey Welsh, Vincent White, Loletta Edwards; Bottom: (Left to Right) Anthony Hunter, Michael Smith, Tom St Clair, Ellie Williams, BJ Polk

What’s my greatest Customer Service story? I went on a cruise about 3 years ago. I didn’t realize it until I arrived home that I didn’t have my keys. Three days later, guess what arrived in my mailbox? Carnival had found my keys and sent them off to the Giant grocery story ( I have a Giant discount card attached to my key ring.) Giant looked up the number on my card and tracked me down. To this day, I shop at no other grocery store than Giant, and if I ever go on a cruise again, it will be Carnival. Both of them have my business for life. It’s so rare to get back a lost and found item, but it means so much when you get it back.

Producer Abe Burgos treated everyone to lunch.

Producer Abe Burgos treated everyone to lunch.

Originally it was a conductor who found the lost camera. But if it was a conductor, why can’t they just drive the trolley over to the other trolley to deliver the camera. That would have made for a quick video. I decided to make it a sales representative. I decided to use only our staff to make this video as I don’t think models or actors would fully grasp the concept. BJ is Super Rep. Not just a sales representative, but a super helper who sets out to find the owner of the lost camera. Along the way he encounters others on whom he makes an impression. Ellie Williams as the beggar, Mike Smith and Anthony Hunter as the extras, Joey Welsh as the guest, Vincent White as the owner of the broken down car, Loletta Edwards as the lost girl, Tony Galeano as the conductor, and you can’t forget Tom St. Claire as the tricyclist. It was an amazing crew who not only believed in the video, but they believe in customer service.

Riding in comfort from Point A to Point B.

Riding in comfort from Point A to Point B.

I got the question if Boris Willis (the director) and I made BJ (Super Rep) run all through DC. The answer is yes. Yes we did. He ran more than you see in the video. Some things just don’t make the cut. The amazing thing is that he did it on his day off. WOW!! I hope you enjoyed the video as much as we enjoyed making it. Special thanks go out to Big Mike and our maintenance staff for making the trolley look pretty and Boris Willis. Although I’m sure I got on Boris’ nerves throughout the process, he made this whole project come together. If you get a chance, visit his site http://www.boriswillismoves.com/.

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