The 12 SOPs Every Limo Company Needs to Scale

Trigger: any new inquiry (phone, web form, email).

Contents: - Required fields: customer name, contact, pickup, drop, date, time, vehicle, special notes - Quote response time: 30 minutes business hours, 90 minutes after hours - Default deposit policy - Default cancellation policy - Tag the source channel

Why it matters: every dispatcher quoting differently is the #1 source of pricing drift.

Trigger: customer accepts quote.

Contents: - Confirm via email + SMS - Calendar invite - Card on file or deposit captured - Customer notified of cancellation policy - Trip pushed to dispatch board

Trigger: 90 minutes before pickup.

Contents: - Vehicle wash/exterior check - Interior detail (vacuum, glass, water restocked) - Fuel check (full or 90%+) - Trip details review - Navigation pre-loaded - Customer name printed if they're a meet-and-greet

Trigger: at pickup time.

Contents: - Arrive 5–10 minutes early - Park where the customer can find you - Send "I'm here" SMS at scheduled pickup time - Wait the contracted grace period (usually 15 min for airport, 5 min otherwise) - Greet, confirm destination, open door

Trigger: arrival at destination.

Contents: - Open door and assist with luggage - Confirm the customer has all belongings (photo of cabin) - Polite "if you have a moment, a Google review really helps us" - Mark trip complete in app

Trigger: trip marked complete.

Contents: - Receipt sent within 1 hour - Review request sent 4 hours later - Damage/cleanup report if needed - Card charged final amount

Trigger: start of dispatcher's shift.

Contents: - Review prior shift's incidents - Confirm next 24 hours of bookings - Check vehicle availability - Driver assignments for the next 24 hours - On-call escalation contact for the day

Trigger: end of dispatcher's shift.

Contents: - Handoff document with anything in flight - Note any customer issues to follow up - Confirm next dispatcher knows of any vehicle/driver issues - Email summary to owner

Trigger: new driver hired.

Contents: - Day-by-day plan (full version in Hiring Chauffeurs the Right Way) - Documents collected (license, MVR, insurance, W-4) - Uniform and equipment issued - App and tools demoed in person - First two weeks of paid ride-along scheduled

Trigger: any complaint received.

Contents: - Acknowledge within 1 hour during business hours, 4 hours after - Owner reviews any complaint involving safety, billing dispute, or repeat issue - Offered remedy logged in customer record - Resolution communicated to customer in writing - Pattern review: if same complaint type appears 3× in a month, root-cause exercise

Trigger: monthly + threshold-based.

Contents: - 12-point monthly check (detail here) - Mileage-triggered service (oil, brakes, tires) - Pre-trip walk-around recorded daily - Damage logged with photos and assigned to a specific incident if known

Trigger: monthly for top customers, quarterly for full active list.

Contents: - Trip volume and revenue trend - Service issues (count and severity) - Reach out to any customer whose volume dropped 50%+ - Reach out to any new customer with 3+ trips for a "how's it going" check-in - Review pricing for top 20 accounts annually

Three rules:

1. Owned by one person. Each SOP has an owner. Without an owner, it goes stale.
2. Reviewed quarterly. 30-minute meeting per quarter, walk through the SOPs that have caused friction, update them.
3. Onboarded with new hires. Every new dispatcher and driver reviews relevant SOPs in week 1.

Most operators write SOPs once and never look at them again. The real value is in the ongoing review.

Not in someone's Google Drive folder. In a tool the team actually uses. Many modern dispatch platforms — including Kymark — have built-in checklists and SOP fields tied to trip and driver workflows. See the features or start your free 14-day trial and lock in a GNet users discount — 10% off any plan, for life — limited time offer valid until the deadline shown in the offer countdown to see how SOPs become part of the daily flow instead of a forgotten document.

Operational clarity is a software problem as much as a discipline problem. Kymark gives every dispatcher the same view, every driver the same instructions, and every customer the same experience. Explore the features, see pricing, or start your free 14-day trial and lock in a GNet users discount — 10% off any plan, for life — limited time offer valid until the deadline shown in the offer countdown and walk it through with your team.

Related reading: Modernizing Limo Dispatch · Streamline Dispatching for Efficiency.