Description
How has scuba diving certification influenced the way Shady Younis learns and inspires his team at Advanced Car? Revenue Management is not only a topic to optimize pricing and fleet. It is also at the crossroads of Sales and Marketing. Shady shares all his tips, ideas but also the concrete actions he has put in place over the last 20 years to enhance all aspects of Advanced optimization.
In this episode, Emmanuel Scuto, founder and CEO of WeYield, talks with Shady Younis, Director of Sales and Marketing for Advanced Cars in Lebanon. Advanced is an independent car rental company based in Beirut and operating nationwide since . Originally a Datsun dealer before Nissan in the automotive industry, Advanced car rental company was established right after the "911" event.
Advanced's concept was created to provide service to a real customer, as in the hotel industry (with some amenities and a welcome drink), not just a driver of a car. This approach triggered significant word-of-mouth (40% of total rentals). It turned Advanced's satisfied and impressed customers into enthusiastic fans and turned them into its best sales force Shady could have dreamt about.
Staff participate in three corporate workshops each year on customer service. Each team member is asked to tell a story about a situation they encountered. In addition, all customers are asked to complete a satisfaction survey to ensure that no customer leaves unhappy.
In 2014, prior to the implementation of an operating system, Shady began managing Yield through an Access database, checking each reservation manually. The company has grown rapidly, from 30 cars to 1400 in 15 years, and especially in the last 5 years. One of the gas pedals was the contracts signed with NGOs, as no other rental company was involved in this activity during the various unfortunate humanitarian situations Lebanon was facing.
To compensate for the seasonal effect of summer (peak) in addition to the political instability from time to time, Advanced has moved from retail to more corporate activities. But how do you define the perfect mix of market segments? Shady uses the proportion of the national drink (Hara 30% / water 70%). This is how she was able to cope with the new Syrian crisis.
Shady is now a scuba diving instructor. The different steps he took to reach this level in order to be able to teach scuba diving to learners changed his way of doing things. This has had an impact on the way he manages training within Advanced for staff so that the "message" of the department is conveyed to the rest of the team. knowledge equals time x attention. It is the only way to learn and master a new subject.
Advanced has an important social responsibility that is shared among the employees: ecological impact, free cars for nurses during Covid 19 (campaign "Our cars are yours"), available cars and drivers ("Drivers Helping Hands" after the Beirut harbor explosion) or road safety (defensive driving lessons to improve road safety) are some of the social initiatives of Advanced Car.
"What is the best car rental in Lebanon? Shady interviewed ChapGPT and Alexa. Listen in to get the answer provided by the AI.
Timeline
- 0:00:00 to 0:06:00 Introduction of Shady Younis
- 0:06:00 to 0:20:50 The begining of Advanced Cars with 5* hotel service standard
- 0:29:10 to 0:34:00 Engagement to improve the quality with the staff
- 0:38:00 to 1:00:30 How did Shady learn about Yield Management?
- 1:00:30 to 1:12:10 Can scuba diving influence the business change approach?
- 1:12:10 to 1:18:40 Business values to go beyond customer satisfaction
- 1:18:40 to 1:23:40 Read, read and read to continue to learn
- 1:23:40 to the end c...
In this episode, Emmanuel Scuto, founder and CEO of WeYield, talks with Shady Younis, Director of Sales and Marketing for Advanced Cars in Lebanon. Advanced is an independent car rental company based in Beirut and operating nationwide since . Originally a Datsun dealer before Nissan in the automotive industry, Advanced car rental company was established right after the "911" event.
Advanced's concept was created to provide service to a real customer, as in the hotel industry (with some amenities and a welcome drink), not just a driver of a car. This approach triggered significant word-of-mouth (40% of total rentals). It turned Advanced's satisfied and impressed customers into enthusiastic fans and turned them into its best sales force Shady could have dreamt about.
Staff participate in three corporate workshops each year on customer service. Each team member is asked to tell a story about a situation they encountered. In addition, all customers are asked to complete a satisfaction survey to ensure that no customer leaves unhappy.
In 2014, prior to the implementation of an operating system, Shady began managing Yield through an Access database, checking each reservation manually. The company has grown rapidly, from 30 cars to 1400 in 15 years, and especially in the last 5 years. One of the gas pedals was the contracts signed with NGOs, as no other rental company was involved in this activity during the various unfortunate humanitarian situations Lebanon was facing.
To compensate for the seasonal effect of summer (peak) in addition to the political instability from time to time, Advanced has moved from retail to more corporate activities. But how do you define the perfect mix of market segments? Shady uses the proportion of the national drink (Hara 30% / water 70%). This is how she was able to cope with the new Syrian crisis.
Shady is now a scuba diving instructor. The different steps he took to reach this level in order to be able to teach scuba diving to learners changed his way of doing things. This has had an impact on the way he manages training within Advanced for staff so that the "message" of the department is conveyed to the rest of the team. knowledge equals time x attention. It is the only way to learn and master a new subject.
Advanced has an important social responsibility that is shared among the employees: ecological impact, free cars for nurses during Covid 19 (campaign "Our cars are yours"), available cars and drivers ("Drivers Helping Hands" after the Beirut harbor explosion) or road safety (defensive driving lessons to improve road safety) are some of the social initiatives of Advanced Car.
"What is the best car rental in Lebanon? Shady interviewed ChapGPT and Alexa. Listen in to get the answer provided by the AI.
Timeline
- 0:00:00 to 0:06:00 Introduction of Shady Younis
- 0:06:00 to 0:20:50 The begining of Advanced Cars with 5* hotel service standard
- 0:29:10 to 0:34:00 Engagement to improve the quality with the staff
- 0:38:00 to 1:00:30 How did Shady learn about Yield Management?
- 1:00:30 to 1:12:10 Can scuba diving influence the business change approach?
- 1:12:10 to 1:18:40 Business values to go beyond customer satisfaction
- 1:18:40 to 1:23:40 Read, read and read to continue to learn
- 1:23:40 to the end c...
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