John is driving taxi for 36 long years and still he considers each coming day as wonderful opportunity to make the journey of his customers a pleasing experience – last Sunday was no different for him except for me, this time I was going to be his customer. I’ll be witnessing some simple and yet powerful lessons to make people feel important – the technique, I promise will be staying with me for the rest of life.
I was already late to catch my flight, already had multiple attempts to book OLA cab to drop me to airport but no cabs were available. Finally, after few minutes of juggling, I got booking confirmation message from OLA cab with driver named John Nicholas. I was surprised to see his customer satisfaction rating of 4.9 out of 5 and that too after completing over seven thousand trips! For sure this person is doing something exceptionally well and that too consistently. But what it could be? After all there is not much to offer as a taxi driver.
Excited and also little skeptical; I was keen to understand his secret – I rushed to get into his cab but even before that I could immediately started picking his secrets. He was already standing next to his cab with open door, waiting for me with a genuine smile. He was quick to pick my big suitcase and nicely put it into back of his car. No many driver would bother to open doors for their customers nor assisting with the luggage than what to speak of putting it by themselves.
I want to waste no time to analyze his secrets and constantly looking for clues but there weren’t any. Then finally I asked him how he managed to make very large number of his customers happy and that too for a really long period of time. To that he replied, “I never cancelled any of my trips and make sure to fulfill customer needs without fail. I been in this profession for long and I learned to quickly grasp their body language and act accordingly to make them happy. I immediately put on air-conditioner when customer coming from hot day while I put it off when I see customer is sick; I play new music for young passengers while I put old film songs for matured customers. I need to be quick to understand that they preferring safe and slow driving over fast.”
Is this how you get good ratings? To that he replied, “Though I’m a taxi driver but I never limited my role to it. I act as an enabler to generate positive-energy through my service. Customers uses our services for their comforts and if we improve their comfort level instead of creating newer problems then automatically they love to give us good ratings!” That is terrific message to all businesses-men who are desperate to improve their customer satisfaction ratings and hence revenue.
ANAND MUNSHI | Motivational Speaker & Success Coach