A Million Dollar Lesson

Author: Petey Parker

A cab driver taught me a million dollar lesson in
customer satisfaction and expectation. Motivational
speakers charge thousands of dollars to impart his 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 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!