Driven to Succeed

RMA Worldwide Chauffeured Transportation began as an idea in a college class on America’s evolution from an industrial to a service economy. It grew into a senior thesis that served as the business plan for a one-car errand service catering to senior citizens. By 1988, it had blossomed into a chauffeured transportation fleet that is now the largest in the Washington-Baltimore metropolitan area.

Employing nearly 200 people in its limousine, cab and shuttle fleets, the Rockville-based company built its reputation on customer service, said founder Robert Alexander said.

“We show up on time,” Alexander said. “If you say you want the car there at 1 p.m., we’re there at 1 p.m. or earlier with friendly drivers who will help you in clean cars.” 

On Oct. 27, the Taxicab, Limousine & Paratransit Association named Alexander its 2011 Limousine Operator of the Year, making RMA the only private passenger transportation company to receive all three major industry awards.

RMA goes beyond limousines. The company also owns and operates other well-known vehicle fleets, including the Bethesda Circulator, the Friendship Heights Shuttle Bus service and several other shuttles that serve office buildings in the metropolitan area.

The newest RMA fleet is Orange Taxi. Launched in June, the rapidly growing 24/7 taxi service serves Montgomery County with metered pricing and fuel-efficient cars. Orange Taxi has licenses for 14 cars with plans for more licenses when they become eligible.

RMA also provides customers with people to meet guests at the airport or hotel and facilitate travel plans and is able to book customers limos in cities across the United States and abroad.

Every driver, whether limousine, shuttle, or taxi, participates in an in-house training program designed by Alexander. The number of hours of training varies with the type of driving. Limousine drivers participate in a 40-hour course that includes lectures on customer service, lessons on alternative driving routes and background knowledge about the area. Shuttle and Orange Taxi drivers participate in similar training programs designed to meet their needs. The ongoing training includes guest speakers, in-house mini courses and instructional videos.

It is all packaged around a business strategy that is deceptively simple: Hire the best workers, give them training and support, create a work environment that results in low employee turn over and meet the spoken and unspoken needs of the customer.

Alexander, the youngest of five children, said he began developing his business plan at an early age.

“I knew I wanted to be a businessperson," he said. "I like and understand service and service experiences.”

Click here to read more on Robert Alexander and RMA Worldwide Chauffeured Transportation from The Gazette.