Picture this: You’ve gone to the bank to take care of some business with a friend. The day is bright and sunny, but the temperature is hovering around 10 Fahrenheit. While your friend is finishing her banking, you decide to call a cab to get back home so you call the company you’ve been using for the past five years.
After waiting over four minutes for them to answer the phone, you ask for a cab at the bank branch at (and you name the intersection). Instead of the expected “that’ll be about ten minutes”, you get “what’s the street address?” You’re not from around here, so you don’t know and say so, then give them the location again. Again “I need an exact address”. Finally, in frustration you say “forget it, I’ll call someone else.” Your friend has finished her dealings and joins you then calls you an idiot because you can’t even call a cab.
She tries. Only three minutes waiting this time. She gets the same kind of runaround you did. Meanwhile you’re outside trying to flag down a cab. You finally succeed and she hangs up. The cab you’ve flagged is from another company and you immediately ask for a card, which the driver gladly supplies. In a weird ‘six degrees of separation” moment, the driver recognizes you because you both drove for the same cab company in the town where you live.
Not fiction or a bad dream. This actually happened to my friend and myself this past Friday afternoon.
Now, the explanation as I see it. First, keep in mind that I was a driver and dispatcher for a small cab fleet in Pickering Ontario for about 7 years, so have some knowledge of which I speak. About a year ago, Co-op Cabs, a large Toronto company, bought Crown Taxi, also of Toronto and about the same size as Co-op. They continued to run as two separate companies until about a week ago when they came up with the bright idea of a single, centralized dispatch. And like many cab companies these days, they decided to also switch over to satellite dispatch. Unfortunately for their clients, the new company, Co-op Crown (hereafter referred to as “CC”) hired new order takers who – from my telephone interaction – have no experience or knowledge of the city. An experienced or knowledgeable order taker would have known that an intersection is sufficient location for a dispatcher and a driver to find the place. It seems obvious by the insistence upon a street address when provided with the name of a business and a location that the order takers don’t trust the dispatchers’ knowledge either. Bad move. Rule number one for anybody working for a fleet is “Never piss off the dispatcher”. Many taxi dispatchers are former drivers, whose knowledge of the streets equals or exceeds that of the drivers. In speaking with drivers, I found they are not happy with the new system either.
When we returned home, both my friend and I called and filed complaints with the dispatch manager at CC.
By the way, being a dispatcher has to be the best job in the world because where else could you get paid for telling people where to go?