A Million Dollar Lesson
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 traveling folk’s friend!
千金一课
怎样令顾客满意，达到他们的期望，一个出租车司机给我上了宝贵的一课。换了是一些给公司行政人员和员工作培训的讲师，可能要收取上万的课酬才会传授这等经验。而我呢，只花了12美元的出租车费就学到了。
之前我为了见一个客户飞了一趟达拉斯，时间就是生命，按照行程计划，我马上又折返回到了机场。一辆一尘不染的出租车停在面前。司机随即替我开车门，确定我稳稳妥妥地坐好后才把门关上。坐进驾驶室时，他不忘提醒我，旁边叠得整整齐齐的《华尔街日报》是给我看的。接着，他拿了几盘带子出来，问我喜欢什么类型的音乐。哇塞！我到处张望，看偷拍镜头究竟藏在哪里。碰到这样的情形，你也会有这个反应吧？我简直不敢相信会享受到这般服务！我趁机和他聊了起来：“看得出你很以自己的工作为豪，这里头一定有什么故事吧。”
“你说中了，”他答道，“我以前也是美国商界一员，但是我已经厌倦了怎么努力也达不到别人定下的目标这种生活。我决定要为我的人生创造属于自己的新天地，在那里我可以为自己的最佳表现而感到自豪。我知道我永远也不会成为一个火箭科学家，但是喜欢开车，喜欢为别人服务，喜欢感觉完成一整天的工作而且把事情做好。算了一下手头的资产后，我就当起出租车司机了。我很清楚要干好这一行，需要做的仅仅就是满足乘客的期望。但是我要做出不一般的成绩，我的服务就要超出顾客的期望！我不要以一般服务混日子，我喜欢听到顾客对我优良服务的赞赏和为此得到的回报。”
我有没有爽快给他小费？当然有！奔波各地的我就这样和这个美国商界流失的一大人才成了朋友。
