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Customer Relationship Management
Notes
Caselet Customer Service Case Study from Jeff the Cabbie
rom on outset, George knew this was going to be a different sort of cab ride.
George walked out of the hotel and just like it has happened hundreds of times
Fbefore…magically, the taxi appeared.
But from that moment on, it wasn’t a ride, it was an experience!
The bellman put my suitcase in the trunk as I got into the back seat. The driver immediately
turned around in his seat and extended his hand. As we shook hands, he introduced
himself and asked what kind of music I liked.
George told him to surprise me and he suggested some Carlos Santana because “you can’t
help but feel joyful if you’re listening to Santana.”
As we headed towards the airport — my marketing lesson continued. Jeff got a call (like
cab drivers always do) but quickly told his wife he had to go because he was chatting with
his new friend Drew.
He proudly pointed out to me that his taxi was a Lincoln Town Car and as George
commented on how the leather glistened, he explained that he wipes down the interior a
few times a day to keep it like new.
In the course of the conversation he gave George his business card with his cell phone
number on it. He invited George to call and pre-schedule with him next time George was
in St. Louis. He told him that most of his fares were by referral or repeat business.
When they got to the airport, he not only got George’s bag out of the trunk, but he carried
it to the airport’s door. They said goodbye with another handshake.
It won’t surprise you that the cabbie received more than a healthy tip from George.
What are the takeaways from Professor Jeff?
People do business the people: It’s hard to imagine a less random choice than hailing a cab.
Whoever is first in line is who you choose. But Jeff made sure he wasn’t some random
cabbie to me. He went out of his way to become a person — and a person George liked.
It’s all about the customer: Jeff made George feel like he actually cared that George was in
his cab. He called him by his name. He didn’t talk on his cell phone but instead, stayed
engaged with George. He invited George to partake in the music selection and they
chatted for the entire 30 minute drive.
Appearances do matter: His cab was immaculate, inside and out. He was dressed neatly
and he had a warm and genuine smile on his face. You honestly couldn’t help but enjoy
doing business with him.
Jeff never took a single marketing course. (He was a cop for 25 years before becoming a
cab driver) He probably doesn’t have a brand manual, a tagline or a company vision
statement.
But he understood customer service better than many companies that have all three.
Source: http://www.drewsmarketingminute.com/2011/09/customer-service-case-study-from-jeff-the-cabbie.html
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