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 corporate¹ 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 neatly² 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 "Candid³ 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 decided⁴ to find my niche⁵ 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 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!

怎样令顾客满意，达到他们的期望，一个出租车司机给我上了宝贵的一课。换了是一些给公司行政人员和员工作培训的讲师，可能要收取上万的课酬才会传授这等经验。而我呢，只花了12美元的出租车费就学到了。

之前我为了见一个客户飞了一趟达拉斯，时间就是生命，按照行程计划，我马上又折返回到了机场。一辆一尘不染的出租车停在面前。司机随即替我开车门，确定我稳稳妥妥地坐好后才把门关上。坐进驾驶室时，他不忘提醒我，旁边叠得整整齐齐的《华尔街日报》是给我看的。接着，他拿了几盘带子出来，问我喜欢什么类型的音乐。哇塞！我到处张望，看偷拍镜头究竟藏在哪里。碰到这样的情形，你也会有这个反应吧？我简直不敢相信会享受到这般服务！我趁机和他聊了起来：“看得出你很以自己的工作为豪，这里头一定有什么故事吧。”

“你说中了，”他答道，“我以前也是美国商界一员，但是我已经厌倦了怎么努力也达不到别人定下的目标这种生活。我决定要为我的人生创造属于自己的新天地，在那里我可以为自己的最佳表现而感到自豪。我知道我永远也不会成为一个火箭科学家，但是喜欢开车，喜欢为别人服务，喜欢感觉到完成了一整天的工作而且把事情做好。算了一下手头的资产后，我就当起出租车司机了。我很清楚要干好这一行，需要做的仅仅就是满足乘客的期望。但是我要做出不一般的成绩，我的服务就要超出顾客的期望！我不要以一般服务混日子，我喜欢听到顾客对我优良服务的赞赏和为此得到的回报。”

我有没有爽快给他小费？当然有！奔波各地的我就这样和这个美国商界流失的一大人才成了朋友。