a cab driver taught me a million dollar lesson in customer satisfaction and expectation. motivational speakers charge thousands of dollars to impart this kind of training to corporate executives and staff. it cost me a $12 taxi ride.
i had flown into dallas for the sole purpose of calling on a client. time was of the essence and my plan included a quick turnaround trip from and back to the airport. a spotless cab pulled up. the driver rushed to open the passenger door for me and made sure i was comfortably seated before he closed the door. as he got in the driver`s seat, he mentioned that the neatly folded wall street journal next to me was for my use. he then showed me several tapes and asked me what type of music i would enjoy. well! i looked around for a "candid camera!" wouldn`t you? i could not believe the service i was receiving! i took the opportunity to say, "obviously you take great pride in your work. you must have a story to tell.""you bet," he replied, "i used to be in corporate america. but i got tired of thinking my best would never be good enough. i decided to find my niche in life where i could feel proud of being the best i could be. i knew i would never be a rocket scientist, but i love driving cars, being of service and feeling like i have done a full day`s work and done it well. i evaluate my personal assets and… wham! i became a cab driver. one thing i know for sure, to be good in my business i could simply just meet the expectations of my passengers. but, to be great in my business, i have to exceed the customer`s expectations! i like both the sound and the return of being `great` better than just getting by on `average`".
did i tip him big time? you bet! corporate america`s loss is the travelling folk`s friend!