A Million Dollar Lesson
A cab driver taught me a million dollar lesson on 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 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 \"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 evaluated 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 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'.\"
精美译文：
一位出租车司机给我上了一堂价值百万美元的课——关于顾客的满意度与期望值。讲成功学的老师给公司的高层和员工做一次这样的培训要收上几千美元，而我只花了12美元的出租车费。
我飞来达拉斯只是为了拜访一位客户。时间就是生命，我计划拜访他之后急速返回机场。一辆一尘不染的出租车停了下来。
司机迅速下车为我打开客座车门，等我舒服地坐好后才把车门关上。在驾驶座上坐定之后，他告诉我，放在我旁边的那份叠得整齐的《华尔街日报》是供我翻阅的。然后，他又将几盒磁带递给我，问我喜欢什么样的音乐。
噢！我环顾四周，看偷拍相机藏在哪里！如果你遇到这样的情形，恐怕你也会这样做！我简直不敢相信有这等服务！我趁机说：“看得出你为自己的工作感到非常自豪，这其中一定有故事吧。”
“没错，”他回答道，“我以前曾在一家大公司上班，但是无论怎么努力也达不到别人的要求，我厌倦了这种生活。于是，我决定为我的人生开创属于自己的一片新天地，在那里我能做到最好，并为此感到自豪。”
“我知道成不了火箭专家，但我喜欢开车，喜欢为他人服务，喜欢完成了一天的工作并且干得出色的那种感觉。我算了下我手头的资产……嗯，然后，我开上了出租车。”
“有一件事我深信不疑，想在这个行当中做得好，只要满足乘客的期望就行了。而要想干得很好，我就必须超出顾客的期望！我不满足于仅仅以一般服务打发日子，我喜欢顾客对我优质服务的赞誉和因此得到的回报。”
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