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No one can make you serve your customers
well. That's because great service is a
choice.
In San Francisco, when a cab pulled
up, the first thing I noticed was that the taxi
was polished to a bright shine. Smartly
dressed in a white shirt, black tie
and freshly pressed black slacks,
the cab driver jumped out and rounded the car
to open the back passenger door for me.
He handed me a laminated card and
said: "I'm Wally, your driver.
While I'm loading your bags in the truck, I'd like
you to read my mission statement."
It said: Wally's
Mission Statement: To get my customers to their
destination in the quickest, safest and cheapest
way possible in a friendly environment.
This blew me away. Especially when I
noticed that the inside of the cab matched the
outside. Spotlessly clean!
As Wally slid behind
the wheel, he said, 'Would you like a cup of
coffee? I have a thermos of regular and one of
decaf.' I said jokingly, 'No, I'd prefer a
soft drink.'
Wally smiled and said, 'No
problem. I have a cooler up front with regular and
Diet Coke, water and orange juice.'
'Tell
me, Wally,' I asked the driver, 'have you always
served customers like this?'
Wally smiled into the rear view mirror.
'No, not always. In fact, it's only been in the
last two years. My first five years driving, I
spent most of my time complaining like all the
rest of the cabbies do.
'I take it that has paid off for you,' I
said.
'It sure has,' Wally replied. 'My first
year, I doubled my income from the previous year.
This year I'll probably quadruple it. You were
lucky to get me today. I don't sit at cabstands
anymore. My customers call me for appointments on
my cell phone or leave a message on my answering
machine. If I can't pick them up myself, I get a
reliable cabbie friend to do it and I take a piece
of the action.'
Wally was phenomenal. He was running a
NEW SERVICE - a limo servvice out of a Yellow
Cab.
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