本帖最后由 ヮ成熟、羙° 于 2014-2-17 21:47 编辑
千金一课
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一位出租车司机给我上了价值百万美元的一课，即顾客的期待和满意度。励志演说家把这种培训传授给公司的高管和员工，要收费数千美元。而这只花去了我十二美元的打的费。
我飞来达拉斯只是为了拜访一位客户。时间很紧，我计划拜访之后立刻返回机场。一辆一尘不染的汽车停在我面前。司机迅速打开车门，等我坐舒服后，才关上门。他坐上驾驶位后，说道我身旁那张折叠得整整齐齐的华尔街日报是为我准备的。然后他拿出几盘磁带，问我喜欢哪种类型的音乐。好！我要听听《偷拍》，可以吗？我不敢相信自己得到的服务。我趁机说：“你对自己的工作很自豪，你一定有自己的故事。”
“你猜对了，”他回答道：“我以前在美国公司上班，但我厌倦了那种尽了自己最大努力，仍然达不到要求的感受。我决定找到自己在生活中的新位置，一个能为自己的最佳表现感到自豪的地方。我知道自己做不了火箭专家，但我喜欢开车，喜欢服务，喜欢干好一天工作的感受。我评估了一下自己的资产，就当了出租车司机。有一件事我很确信，要想生意好只需满足顾客的期待，但要想生意出色，就得超出顾客的期待。我喜欢别人说我很出色以及出色的回报，而不仅仅满足于一般。
我有没有爽快地给他小费？你猜对了！美国公司损失了一个旅行者的朋友。
附：原文 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 turn around 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 tome 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 CorporateAmerica.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. Iknew 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! | 
发表于 2014-2-17 10:46:06
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发表于 2014-2-17 12:32:15
