Showing posts with label sales. Show all posts
Showing posts with label sales. Show all posts

Thursday, October 25, 2007

A Tale of Customer Service

A regular listener to The Engaging Brand podcast - Harold Thompson - sent me a wonderful story that is doing the e-mail rounds. I thought I would share it with you as it is a wonderful reminder of customer service
The Cabbie

When I arrived at 2:30 A.M., the building was dark except for a single light in a ground floor window. Under these circumstances, many drivers would just honk once or twice, wait a minute, then drive away.

But, I had seen too many impoverished people who depended on taxis as their only means of transportation. Unless a situation smelled of danger, I always went to the door. This passenger might be someone who needs my assistance, I reasoned to myself.

So I walked to the door and knocked. "Just a minute", answered a frail, elderly voice.

I could hear something being dragged across the floor.

After a long pause, the door opened. A small woman in her 80's stood before me. She was wearing a print dress and a pillbox hat with a veil pinned on it, like somebody out of a 1940s movie.

By her side was a small nylon suitcase. The apartment looked as if no one had lived in it for years. All the furniture was covered with sheets.

There were no clocks on the walls, no knickknacks or utensils on the counters.

In the corner was a cardboard box filled with photos and glassware.

"Would you carry my bag out to the car?" she said. I took the suitcase to the cab, then returned to assist the woman.

She took my arm and we walked slowly toward the curb.

She kept thanking me for my kindness.

"It's nothing", I told her. "I just try to treat my passengers the way I would want my mother treated".

"Oh, you're such a good boy", she said.

When we got in the cab, she gave me an address, then asked, "Could you drive through downtown?"

"It's not the shortest way," I answered quickly.

"Oh, I don't mind," she said. "I'm in no hurry. I'm on my way to a hospice".
I looked in the rear-view mirror. Her eyes were glistening.

"I don't have any family left," she continued. "The doctor says I don't have very long."

I quietly reached over and shut off the meter. "What route would you like me to take?" I asked.

For the next two hours, we drove through the city. She showed me the building where she had once worked as an elevator operator.

We drove through the neighborhood where she and her husband had lived when they were newlyweds. She had me pull up in front of a furniture warehouse that had once been a ballroom where she had gone dancing as a girl.

Sometimes she'd ask me to slow in front of a particular building or corner and would sit staring into the darkness, saying nothing.

As the first hint of sun was creasing the horizon, she suddenly said, "I'm tired. Let's go now."

We drove in silence to the address she had given me.

It was a low building, like a small convalescent home, with a
driveway that passed under a portico.

Two orderlies came out to the cab as soon as we pulled up.

They were solicitous and intent, watching her every move. They must have been expecting her.

I opened the trunk and took the small suitcase to the door..

The woman was already seated in a wheelchair.

"How much do I owe you?" she asked, reaching into her purse.

"Nothing," I said.

"You have to make a living," she answered.

"There are other passengers," I responded.

Almost without thinking, I bent and gave her a hug. She held onto me tightly.

"You gave an old woman a little moment of joy," she said.

"Thank you."

I squeezed her hand, then walked into the dim morning light.

Behind me, a door shut. It was the sound of the closing of a life.

I didn't pick up any more passengers that shift. I drove aimlessly lost in thought. For the rest of that day, I could hardly talk.

What if that woman had gotten an angry driver, or one who was impatient to end his shift?

What if I had refused to take the run, or had honked once, then driven away?

On a quick review, I don't think that I have done anything more important in my life.

We're conditioned to think that our lives revolve around great moments.

But great moments often catch us unaware-beautifully wrapped in what others may consider a small one.

Wednesday, October 24, 2007

Listening to Customers Costs Nothing

Tonight I have been working on my computer for about 2 hours. During those 2 hours I have received 3 cold calls...well 1 cold call and 2 people surveying what their customers want. Why?

The answer looks obvious...to build into the products and services for the future?

I suppose...

But what I find strange is that - people pay people to work on a night to ask customers inane questions at a time that is not convenient - it is family time and most people don't want to be interrupted to help you. They don't even give you an incentive or reward for providing the answers...

If you have to spend money doing this as a leader I would be asking "Why spend money upsetting, interrupting customers during their personal time....when we could just listen to them when they are interacting with us! You don't need a telephone you need bigger ears...."

Monday, February 05, 2007

Carnival of Management Tips

Welcome to the February 6, 2007 edition of carnival of management tips.


Jane May presents Career Ramblings » Blog Archive » 8 Things Employers MUST Do To Find New Talent posted at Career Ramblings.

Anna presents Work/Life Balance at The Engaging Brand


Alexandra Levit presents The Age of Under-Empowerment posted at Water Cooler Wisdom.


Murad Ali presents What Type of Training and With Whom?: Getting a Return on InvestmentThe New Business World.


Benjamin Yoskovitz presents Fire Your Crappy Customers - The Homestead HubbubInstigator Blog, saying, "Looking at what it means to fire a customer and why you might do it.


David presents Crossing the IT and Business Divide posted at Worldwide Success.


Scott Lee presents Project Management:: Part 1 - 5 Key Phases of a Project posted at Dirty Mechanism.


Scott Lee presents Project Management::Part 2 - Building and Using a Team posted at Dirty Mechanism.


Murad Ali presents Psychology and Sales: Making them purchase. posted at The New Business World.


Mike Buckley presents Improving Your Game posted at Mine Your Own Business.


David Maister presents Sad Truths for Leaders posted at Passion, People and Principles, saying, "Great managers follow these 4 rules."


Charles H. Green presents Seth Godin vs. Peter Drucker posted at Trust Matters, saying, "Who is right about management issues: Seth Godin or Peter Drucker?"


Sagar Satapathy presents 5-Minute Tips To Improve Efficiency posted at Project Management Source.


Debra Moorhead presents How to Determine Your Top 20 posted at Debra Moorhead.com


Vahid Chaychi presents Time Is Passing. Are You? posted at Internet and Search Engine Marketing,

Heather presents Overcoming the fear of podcasting at WomeninPodcasting


Brian presents Manager Toolkit: Dialog posted at Brian Nick.

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