Over and over again, I am reminded that it is the little details that make up a great (or bad) customer experience.
I ride with the same cabbie to/from the airport for every trip. He is punctual, calls me to confirm, knows where i live, is flexible if my plans change, engages in good conversation, helps with the bags, his car is very clean, and he makes sure that it smells nice.
Anyone can drive a cab, but provide a good experience and people will keep coming back.
And it is profitable for him. I feel connected and tip him accordingly.
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