UP CLOSE: With the backbone of Macclesfield-Stockport firm Lynx Taxis
Macclesfield Nub News was started on principles of supporting our community. This includes promoting Macclesfield shops, companies, charities, sports clubs and schools. We profile some of these businesses and organisations in a regular feature called UP CLOSE, finding out they key figures behind them and what makes them tick.
Examples of UP CLOSE articles include profiling an award-winning brewery in rural Macclesfield, the secrets behind a Macclesfield apple cider company, and a chat with the Headteacher of Wincle Primary School.
Today we meet with employees of a Macclesfield Nub News sponsor, and head to Lynx Taxis.
The taxi firm made 2023 'the year of expansion in Macclesfield', and ahead of a busy 2024, we met with two of their longest-serving employees to find out more.
Senior Operator Becky Parry and Manager Nicola Marshall sat down with Nub News for a chat.
They have over 25 years experience within Lynx between them.
"Becky has done a variety of tasks within the office, she is almost like a bridge between the managers and the operators," said Nicola.
"I have been the Accounts and Office Manager for ten years now. But both of us having been here for a long time, we can both do everything.
"We are very versatile in the fact we can adapt our roles to suit the business, which is great because it is a family business that has started from scratch.
"It has been really strange period. Everything has changed so quickly after COVID, lots of drivers haven't returned, we've had lots of new ones. It has been up and down [with personnel], but the business has been really constant throughout."
Despite the pandemic and the rise of smartphone-operated ride-hailing services, a brick-and-mortar taxi firm, where help is just a phone call away has been a unique selling point for Lynx throughout the 2020s.
"In total there are 30 telephone operators for Lynx, one of which works in Macclesfield. With four to six operators on-shift at any one time," explained Nicola.
"I feel there is a strong need for operators, as some people may need assistance with bookings, and also our regular customers enjoy speaking to someone," told Becky.
"I have got loads of favourite customers, I could tell you about them until Christmas, I always check up how they are as well. So they couldn't work the app, some can only just about work a mobile phone. So having that landline number is obviously great for reassurance on their bookings.
"As an operator, we will keep an eye on that, to make sure the customer has gone from A to B.
"Obviously another huge benefit of being able to pick up the phone and speak to us is lost property.
"Lost property is a huge part of our job. You can imagine on a Sunday morning everyone has been out, with Uber nobody knows where that lost property is because you can't speak to someone. How frustrating must that be!
"And just speaking to someone in the office, is a big part of people's days to be honest."
"It doesn't matter that I'm a Manager, if we're busy I can jump on the phones, you do what you need to do. But humanising the work is massive for us," shared Nicola.
"Speaking to somebody to confirm something can go a long way for someone. It is the comfort of knowing it has been done properly with a human, rather than a robotic voice.
"Don't get me wrong, the younger generation are fine with that. But the older generation are prone to phone with us and we are happy to help them."
"I'm very passionate about my job, even when not at work", said Becky.
"So for example, my children get in taxis and I ask them 'What was the driver like?' We are like the mystery shopper.
"I'm very proud of Lynx and what they have achieved over the years. And I'm looking forward to what they will become in the future.
"My duties differ from day to day, I am mainly an operator, I train new staff and do interviews sometime. And I work quite closely with management to identify issues. We do have a complaints procedure, but we do have customers who are older that don't do emails, so I work quite closely with the elderly as well, they are my favourite people in the world."
When pressed about the favourite part of the workday, Becky had this to say: "I like coming to work, especially knowing that I will get to speak to me regular customers," she shared.
"We have a lots of regulars who passed away during COVID, but with my regulars I do give them a call if they haven't booked in a while to see if they are okay."
"I really like getting customer feedback," revealed Nicola.
"Whether that is from a high-end account or Mrs Smith going to the supermarket.
"Getting something back saying 'Oh that driver is really lovely' or 'They go the extra mile'. That is really lovely."
When asked about favourite moments over recent years, Becky mentioned that one customer gifted her champagne, whereas Nicola highlighted the food drops they did at Macclesfield Hospital and Stepping Hill Hospital during the pandemic.
Lynx prides itself on doing their bit for the community, and recently 'saved Christmas' at Adlington Primary School.
"We care a lot about the community, and give back to school and charities," revealed Becky.
"We also have a fleet of amazing drivers. From taking people shopping, to Hospital, to get their medication.
"I want to thank everyone for supporting Lynx over the years.
"I have stayed working here as I have a brilliant boss. I came here part-time because of my son, and they are understanding in allowing me to work from home at times when I have to be there for him."
"I love working here as it is a family business, our boss is just there for you," concluded Nicola.
"I think Lynx is the best local taxi firm around because we care.
"Yes we are big, and cover a large area, but we are actually able to fulfil what we are saying because we have the numbers behind us backing us up.
Macclesfield: Click HERE to follow Lynx Taxis on Instagram, and HERE to access their website.
They're also on Facebook, and regularly post discounts to their social media.
Lynx Taxis are sponsors of Macclesfield Nub News.
They also sponsor Macc Nub's sister site Stockport Nub News.
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