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One rainy, late night in south Florida, one of our QTS staff jumped into a cab at the airport for the ride to his hotel. The driver greeted him pleasantly, welcomed him to the city and asked his passenger’s destination – a hotel on the edge of the city. Nothing special so far. But then the driver pointed out there were two hotels in the city with that same hotel chain and confirmed exactly which one the passenger wanted before pulling away from the curb. He commented with a smile, “My passengers don’t like it when I take them to the wrong hotel.” Not far down the road, the driver asked if the air conditioning temperature in the cab was OK, and offered to adjust it to suit the passenger. (Not his own comfort level, but the customer’s). A moment later, the driver asked if the radio station playing in the background was OK – both volume and type of music. (Again, not his own preference, but the customer’s). He also told his passenger the estimated time of arrival at the hotel, given the traffic and weather conditions at the time. Not surprisingly, the interior of the cab was spotlessly clean. No empty cups, newspapers or other trash strewn on the floor. No cigarette burns on the seats. Do you think this driver got a call for the return trip to the airport – and a nice tip to boot? Absolutely. A personalized approach to service (vs. “just another customer”) really made the difference. Submitted by: |
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