Sandy’s “Taxi” Thoughts

Sandy Botkin
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A cab driver taught me a million dollar lesson in customer satisfaction and expectation that I wanted to share with you as my thought for the week.. Motivational speakers and business consultants charge thousands of dollars to impart his kind of training to corporate executives and staff. It cost me a $12 taxi ride.

As some of you may know, I used to present seminars on tax and financial topics, which caused me to travel a lot. I had flown into Houston for the purpose of giving one of my presentations. Time was of the essence and my plan included a quick one day 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 for my use. He then showed me several tapes and asked me what type of music I would enjoy. He also had a cold storage for water that was offered me

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. I don’t know what type of business that you have; however, if you have this attitude, your chance of being successful in any endeavor will substantially increase. In an era of horrible customer service and usually no customer service, this story will remain implanted on my mind till the day that I die. Please think about this story as you go about your week.

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