Great Service is a Choice

No one can make you serve customers well. That’s because great service is a choice. Have you taken a taxi ride recently? Well, I was told a wonderful story about a cab driver that proved this point. A man called 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 slacks, 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 back, 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.”

As if that weren’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 the 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.

“Tell me, Wally,” Harvey asked the driver, “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 heard the personal growth guru, on the radio one day. He said that if you get up in the morning expecting to have a bad day, you’ll rarely disappoint yourself. He said, ‘Stop complaining! Differentiate yourself from your competition. Don’t be a duck. Be an eagle. Ducks quack and complain. Eagles soar above the crowd.’

“That hit me right between the eyes,” said Wally. “He was really talking about me. I was always quacking and complaining, so I decided to change my attitude and become an eagle. 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 this has paid off for you,” Harvey said.

“It sure had,” Wally replied. “My first year as an eagle, 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 cab stands 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 phenomenal. He was running a limo service out of a Yellow Cab. Wally the Cab Driver made a different choice. He decided to stop quacking like ducks and start soaring like eagles. How about you?

Excerpt from: The Simple Truths of Service,
by Ken Blanchard and Barbara Glanz

Richard dropped in to talk about leadership issues with James Piecowye from DubaiEye 103.8FM radio station.

[audio:https://www.colestraining.com/wp-content/uploads/2009/12/nightline_2010-02-24T04_40_54-08_00.mp3|titles=Rick Coles on Nightline]

With 35 years in the Travel Industry, Rick is well qualified to deliver travel industry specific customer service training. This includes airlines, hotels, travel agents, tourism authorities, and industry as a whole. 

See “Moments of Truth” in the Customer Service section as an example of this type of training. Obviously Rick can tailor the training specifically to you needs.

Rick has been involved in coaching, both one-on-one and small groups. He has worked with employees ranging from entry level to managing directors and CEO.

The subjects most requested for coaching are:

• Presentation skills
• Managing performance
• Leading change
• Planning
• Setting goals
• Managing meetings

For Presentation Skills we typically scheduled 5/6 meetings of 3 or 4 hours each. Once the presentations have reached desired level, we have reached our objective.

Contact Rick for further information.

The Shackleton leadership story can be delivered as a key note talk at conventions, conferences, team meetings, regional sales meetings, management meetings, symposiums, etc. It is also been presented by Rick at business and luncheon clubs.  His 20 to 30 min overview is popular, as is the 1 to 2 days interactive version. He was one of the first in the world to use this story model of leadership with his first seminar in 2001.

For further information, view the “Shackleton Way” section of the website.

Besides COLES TRAINING offering training, presenting and consulting, Rick is also a facilitator. This is a different role but can really help drive change, decisions and plans, in your company.

• An example of recent facilitation assignments was helping a Real Estate Company formulate next years Vision, Mission, Objective, Goals.
• Another example was facilitating a sales team brainstorm new sales ideas.
• A further example was helping interdepartmental communication flows.

Facilitating is where people address difficult issues creatively and collaboratively achieving break through results.  Rick’s job is to make the process easier. He helps the group make their decisions, and to be more efficient and effective. He promotes communication. Keeps the group focus on tasks and process.  He will guide and facilitate success. Call Rick to find out more.

Note: “Facilitation tips for Managers “is also a full day course.

In these tougher times training needs should NOT be delayed or cancelled.  Now is actually the time to keep your staff Capital high.

Let’s take customer service as an example.

Reducing or shelving your training budget will delay any progress and improvements in your customer service initiatives. Therefore you are delaying customer satisfaction, loyalty, and retention. In other words you are losing money when you delay training.

Read the “Now is the Time for Training” article in the Articles section under Media for more in depth coverage of this topic by Rick.

Contact COLES TRAINING to discuss innovative methods of meeting your training needs economically and in timely manner.