It all began with a black 1988 900S Saab, a commitment to serving others and a senior college thesis business plan.

Today, Robert Alexander, President and CEO of RMA Worldwide Chauffeured Transportation, runs the largest chauffeured transportation fleet in the Washington, DC area, boasting more than 120 chauffeurs, 40 support staff and a fleet of over 110 cars, vans, stretch limousines and minibuses.

With a 98 percent client retention rate, less than 10 percent employee turnover rate and a 14,000 percent revenue growth since its inception, Alexander was the obvious choice for the 2011 Taxicab, Limousine and Paratransit Association’s (TLPA) Limousine Operator of the Year Award.

This year’s 93^rd TLPA Annual Convention and Trade Show will be held at the Hilton San Francisco Union Square Hotel in San Francisco October 27-29. Established in 1917, the TLPA is a non-profit trade association of and for the private passenger transportation industry. Annually, the association honors six exceptional members for their outstanding service focused on professionalism, customer service and safety.

“I am beyond thrilled to be receiving this award,” Alexander said. “We are the first company to win all three industry awards, which proves that if you work hard, put out a good product and believe in what you are doing, then so will others.”

RMA Worldwide Chauffeured Transportation began in Alexander’s parents’ basement as a one-car delivery service, known as Errands Plus that was geared toward senior citizens. With a focus on investing in his employees and building client relationships, Alexander has transformed his little business into one of the largest and most respected chauffeured transportation companies in the industry.

“I’ve always believed that you should never say no to your client and you should always be willing to improve on what you already do,” Alexander said. “You always have to be learning.”

It’s this philosophy that sets Alexander apart and one that he lives and breathes. He gives his employees the tools to not only deliver on client expectations but to exceed them.

Alexander has developed a comprehensive in-house program and reference manual to train new RMA chauffeurs. This 40-hour program includes instructional and RMA staff guest lectures, explanation of various vehicle nuances from an operation and maintenance standpoint, and RMA’s customer service expectations. Senior management offers insights into multiple diverse topics such as company vision and future opportunities.

“These interactions demonstrate RMA’s commitment to a company-wide open door policy” Alexander said.

The course syllabus combines basic topics and advanced specialized training, with customer service philosophy at the core. Vehicle care and amenity placement is discussed along with special event protocol as well as various advanced subjects such as location orientation, client etiquette, points of interest, catering to customer requests and accident procedures. The highlight of the course is the two-day driving tour where each new chauffeur is given an opportunity to drive one of the specialty vehicles, respond in real time to Nextel assignments, enter codes, map driving routes and interact with dispatch.

“The tour is designed to familiarize new chauffeurs with local venues and different routes available,” Alexander said. “The tour ties together all the skills learned in the classroom.”

The education does not end at the conclusion of the 40-hour training program. RMA produces a monthly newsletter called “RMA Today,” offers in-house mini-courses, presents instructional videos, invites guest speakers for presentations and holds semi-annual written tests and evaluations.

“We have found that providing chauffeurs with continuing education opportunities results in a well-trained group who are vested in each other’s success,” Alexander said. “I believe in empowering employees, not just managing them,” he said.

Alexander’s dedication to his employees is apparent.  After 9/11, Alexander had to take out a large loan in order to avoid employee layoffs.

“One of the happiest days of my career was the day I paid the loan off and was able to celebrate with many of those employees who have been with me for a long time,” he said. “They were just as excited as me on that day.”

Though he believes in celebrating the past triumphs, Alexander also has an eye to the current state of the industry as well as the future.

“The tightening of the corporate purse strings is a large concern in the current economic state,” he said. “I’m worried about the corporation’s ability to value service over price.”

Regardless of the external factors, Alexander continues to look internally as RMA continues to expand.

“My goals are to keep improving the service we provide to our clients, provide opportunities for my employees and grow, grow, grow!” he said.

In his free time, Alexander enjoys working out, playing golf and spending time with his wife of 17 years and his two teenage daughters, who he mentioned make “running a transportation company seem easy.”

In recognition of exceptional dedication to professionalism, customer service, and safety, as well as for his lifelong dedication to the industry, the Taxicab, Limousine & Paratransit Association is proud to honor Robert Alexander as TLPA’s 2011 Limousine and Sedan Operator of the Year.

“I’ve always believed that you should never say no to your client and you should always be willing to improve on what you already do. You always have to be learning.” ... 

                                    Robert M. Alexander