A Million Dollar Lesson

A cab driver taught me a million dollar lesson on customer satisfaction and expectation.Motivational speakers charge thousands of dollars to impart this kind of training to corporate excutives and staff.It cost me $12 taxi ride.

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'sseat,he mentioned that the neatly fold 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 "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.""One thing i know for sure,to be good in my business i could simply meet the expectation 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".

It is the same to our construction machinery industry.Only if we provide the best service and meet the customers'requirement,we can achieve our goal -- profit maximization.