12美元出租車費學到的知識
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!
怎樣令顧客滿意，達到他們的期望，一個出租車司機給我上了寶貴的一課。換了是一些給公司行政人員和員工作培訓的講師，可能要收取上萬的課酬才會傳授這等經驗。而我呢，只花了12美元的出租車費就學到了。
之前我為了見一個客戶飛了一趟達拉斯，時間就是生命，按照行程計劃，我馬上又折返回到了機場。一輛一塵不染的出租車停在面前。司機隨即替我開車門，確定我穩穩妥妥地坐好后才把門關上。坐進駕駛室時，他不忘提醒我，旁邊疊得整整齊齊的《華爾街日報》是給我看的。接著，他拿了幾盤帶子出來，問我喜歡什么類型的音樂。哇塞！我到處張望，看偷拍鏡頭究竟藏在哪里。碰到這樣的情形，你也會有這個反應吧？我簡直不敢相信會享受到這般服務！我趁機和他聊了起來：“看得出你很以自己的工作為豪，這里頭一定有什么故事吧。”
“你說中了，”他答道，“我以前也是美國商界一員，但是我已經厭倦了怎么努力也達不到別人定下的目標這種生活。我決定要為我的人生創造屬于自己的新天地，在那里我可以為自己的最佳表現而感到自豪。我知道我永遠也不會成為一個火箭科學家，但是喜歡開車，喜歡為別人服務，喜歡感覺到完成了一整天的工作而且把事情做好。算了一下手頭的資產后，我就當起出租車司機了。我很清楚要干好這一行，需要做的僅僅就是滿足乘客的期望。但是我要做出不一般的成績，我的服務就要超出顧客的期望！我不要以一般服務混日子，我喜歡聽到顧客對我優良服務的贊賞和為此得到的回報。”
我有沒有爽快給他小費？當然有！奔波各地的我就這樣和這個美國商界流失的一大人才成了朋友。
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