Customer service case study from Jeff the cabbie

… meet Jeff the marketing professor!

From on outset, I knew this was going to be a different sort of cab ride.  I walked out of the hotel and just like it has happened hundreds of times before…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.

I 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 I 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 me  his business card with his cell phone number on it.  He invited me to call and pre-schedule with him next time I was in St. Louis.  He told me that most of his fares were by referral or repeat business.  I’m not surprised.

When we got to the airport, he not only got my bag out of the trunk, but he carried it to the airport’s door.  We said goodbye with another handshake.

I bet it won’t surprise you that he received more than a healthy tip from me.  And I suspect that’s the case with most of his fares.

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 I liked.  Next time I am headed to St. Louis, I will be calling Jeff.

It’s all about the customer: Jeff made me feel like he actually cared that I was in his cab.  He called me by my name.  He didn’t talk on his cell phone but instead, stayed engaged with me.  He invited me to partake in the music selection and we 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.

I’d bet that 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.

And if you’re ever headed to St. Louis, let me know.  I’ll hook you up with my buddy Jeff, so you can get some marketing schooling!

Enhanced by Zemanta

10 comments on “Customer service case study from Jeff the cabbie

  1. Love this little story and the way you keep it so simple and to the point. This sort of personal touch and going the extra yard is coming to the forefront now that we are all in an economic mess. People have to provide wonderful service to get repeat business and or a tip. It also has to be noted that this sort of service happens a lot in the USA. Over here in Europe they would have given you a dirty look and told you to get your own case in many countries!!

    1. Niall,

      You know….I was in Europe this summer for a couple weeks and I have to tell you, I had a handful of the same sort of experiences there as well. I can’t attest to how common it is, but it does exist.

      You are very right — the economy has everyone pinching their pennies a bit, which makes us all work a little harder to get that extra tip or even in some cases, any business at all. And maybe Jeff the cabbie was pouring it on a little thicker to get a better tip. But honestly, I don’t think so. I think he was a guy who got it. And also understood that the work day goes by a lot faster if you are enjoying your work and the people you’re doing it for.


  2. Judy Wrolson says:

    Makes me want to go to St. Louis just for the cab ride! What a great example of customer service. I bet you get a lot of requests for his name and number from other travelers. Best marketing dollars he ever spent, one business card and genuine concern for his customer. Bravo!

    1. Judy,

      SO multiply me by how many customers he has in a day — that’s some powerful marketing!

      It was quite the experience. Let me know if you ever head that way and I can hook you up!


  3. Hi Drew,

    Great story, and very interesting to me as I’m in and out of St. Louis often. I’m curious, though – is Jeff a self-employed cab driver, or does he work with a cab company? I must say, I’ve ridden in a lot of cabs and have only experienced similar service (not to this extent, however) when the driver was working alone. No matter your answer, he certainly provided a lesson! Thanks for sharing.

  4. Chris Helm says:

    Great story! If only everyone had the same attitude to customer service.

    1. Chris,

      No argument from me. Imagine how much fun it would be to interact with companies like that all day.


  5. TJ McDowell says:

    I’ve had the same experience where people with no formal marketing training care enough to make more of an impression than even carefully executed marketing techniques. I always admire those guys.

    1. TJ,

      Passion ad empathy will win out over formal marketing every time.


  6. ifti says:

    Identify the critical success factors for J.T in the online environment. What are the distinct features of competition of an online company which makes it different from an offline company.

Leave a Reply

Your email address will not be published. Required fields are marked *