Shep Hyken

Customer Service Story: Shep Hyken’s Classic Taxi Tale

I wanted to share a great customer service story from customer service speaker Shep Hyken. Shep’s story of his encounter with a Texas taxi driver is a classic and demonstrates how any person or organization can deliver an incredible customer experience by focusing on the customer and by breaking through the boundaries of their industry.

I simply love this story! And so much so that every time I travel I keep my eyes open for a taxi driver who has potential — who is trying to be better but just hasn’t put the pieces together yet — so I can share Shep’s video with them. I haven’t run into the right person yet, but I am hopeful that one day it will.

Enjoy the video, and please feel free to share your thoughts in the comment section



By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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5 replies
  1. Bill Dorman
    Bill Dorman says:

    Incredible and somewhat blows the first impression thinking out of the water, huh? Maybe the visual is what heightened the wow afterwards. Almost but not quite like turning a ‘bad’ experience into a wow experience but it did take him from one extreme in expectations to another……

    Thanks for sharing.

    • Adam Toporek
      Adam Toporek says:

      The first impression part was interesting, because it really was poor and it was only the WOW service that followed that enabled the impression to be overcome. Often, a bad first impression is hard to turn around.

    • Adam Toporek
      Adam Toporek says:

      For most cab rides, I’m just happy if I arrive in one piece. And that is what is so special about the story — this driver is so many light years ahead of the norm in his industry that he amazes is passengers.


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  1. […] Toporek diversified his brand; I watched the whole thing. He decided to refocus his brand new blog on customer service and went dark awhile as he rebuilt the site and now targets content specific to that topic. Now, […]

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