How to make a difference.
Harvey Mackay, author of How To Swim With The Sharks Without Being Eaten Alive tells a wonderful story about a taxi driver which demonstrates Moments Of Truth perfectly…
Harvey was waiting in line for a ride at the airport.
When a cab pulled up, the first thing Harvey noticed was that the taxi was polished to a bright shine.
Smartly dressed in a white shirt, black tie and freshly pressed black trousers, the cab driver jumped out and rounded the car to open the back passenger door for Harvey.
He handed Harvey a laminated card and said:
“I’m Wally, your driver. While I’m loading your bags in the trunk I’d like you to read my mission statement.”
Taken aback, Harvey read the card. 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 Harvey away. Especially when he noticed that the inside of the cab matched the outside. Spotlessly clean!
As he slid behind the wheel, Wally said, “Would you like a cup of coffee? I have a thermos of regular and one of decaf.”
Harvey 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.”
Almost stuttering, Harvey said, “I’ll take a Diet Coke.”
Handing him his drink, Wally said, “If you’d like something to read, I have The Wall Street Journal, Time, Sports Illustrated and USA Today.”
As they were pulling away, Wally handed Harvey another laminated card. “These are the stations I get and the music they play, if you’d like to listen to the radio.”
And, as if that wasn’t enough, Wally told Harvey that he had the air conditioning on and asked if the temperature was comfortable for him.
Then he advised Harvey of the best route to his destination for that time of day.
He also let him know that he’d be happy to chat and tell him about some of the sights or, if Harvey preferred, to leave him with his own thoughts.
Then Harvey said, “Tell me, Wally, 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.
“Then I decided to do things differently. I looked around at the other cabs and their drivers. The cabs were dirty, the drivers were unfriendly, and the customers were unhappy. So I decided to make some changes. I put in a few at a time. When my customers responded well, I did more.”
“I take it that has paid off for you,” Harvey said.
“It sure has,” Wally replied. “In 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 implementing Moments Of Truth, even though he didn’t realise it!
This true story demonstrates that if Moments Of Truth can be so successful for a taxi driver – it can work for any type of business – ESPECIALLY YOUR BUSINESS!