Customer Service Story: Shep Hyken’s Classic Taxi Tale

August 16, 2012

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.

5 thoughts on “Customer Service Story: Shep Hyken’s Classic Taxi Tale”

Bill Dorman
August 16, 2012 at 10:35 am

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.
1. Adam Toporek
  August 16, 2012 at 10:57 pm
  
  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.
Kaarina Dillabough
August 16, 2012 at 11:14 am

I want to ride in that cab:) Great story. Too bad it’s the exception not the rule. Cheers! Kaarina
1. Adam Toporek
  August 16, 2012 at 10:59 pm
  
  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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