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A cab driver taught me a million dollar lesson in customer satisfaction and expectation. Trainers 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 drivers 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”! 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 days 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 customers expectations! I like both the sound and the return of being ‘great better than just getting by on ‘a(chǎn)verage.”

Did I tip him big time? You bet! Corporate Americas loss is the travelling folks friend!endprint