Quality of service

My previous career saw me working in Quality Assurance - initially in Total Quality Management development in the Automotive and Defence sectors and later in Quality Assurance System design and implementation in the Aerospace, Defence and commercial sectors. Throughout my Quality Assurance career, the key goal was always customer satisfaction through continual improvement. It is a way of life for me and I take this to be a key objective of my business. I use feedback from customers, driving examiners, instructor trainers and driving test results to modify and refine teaching techniques. I use these techniques in identifying which strategies best suit which students and where to focus learning resource for best outcomes. In this way, I hope to offer excellent training to all my students, setting them on the path to a lifetime of calm, confident and safe driving enjoyment. In addition to a refined and effective learning process, there are a few basic customer service do's and don'ts that you will enjoy:

• I will aim to arrive at the booked time for your driving lesson. Unfortunately, there will be occasions where delays can happen. I will notify you if there is any significant delay and will always add the time lost to the end of the lesson.
• I will aim to honour the booked lesson time, but please be aware that sometimes, people will book a test at short notice and I will need to rearrange lessons to fit these tests in. It can be inconvenient, but remember, when you book your test, it is quite possible that I'll have to move a couple of people's driving lessons to make room for your test.
• I will always maintain a car in excellent working order for reliability and to provide a pleasant driving experience for my students.
• I will always be polite and approachable.
• I will always teach you the best practices using safe and effective techniques. 

• I will not make or answer telephone calls, send or respond to text messages or emails or make use of my phone while you are driving. It is illegal for me to do so. When the car is parked with the engine off, I may access my phone or tablet to refer to or update your online training record. In the unlikely event of an emergency, I may need to address a call, but I will only do this when the car is parked with the engine off and I will add time at the end of the lesson to cover any time lost. 
• I will not teach techniques that will lead you to damage your car. There are certain things that some drivers do that will cause premature wear or damage to their car. I will not teach you to use these techniques and I will try to resolve these damaging techniques if you already use them. The two most common bad techniques I see are "dry steering" and using the footbrake and clutch biting point at the same time. Both can lead to costly repairs. 
• I will not "piggyback" lessons. I will not use any part of your lesson to collect the next student or drop off the previous student. Your lesson is focussed around your learning goals, not being a taxi driver. Unless you are training for a taxi test.
• I will not go to the drive through / stop for shopping / stop for a lunch break, etc unless it is formally scheduled in as part of an intensive driving course. Occasionally, I may need to stop for a valid reason during a driving lesson, for example to refuel. Should this be required, extra time will be added to the end of the lesson to cover time lost.
• I will not charge for a lesson or part of a lesson that I am unable to deliver. Should circumstances dictate that I am unable to deliver all or part of your driving lesson, you will only be charged for the part that you have received.