Delivering the brand requires constant attention to the varying moods of your customers... and front line staff! David J. Pollay provides an interesting perspective he picked up 16 years ago in the back of a New York City taxi cab. He explains what happened:
"I hopped in a taxi, and we took off for Grand Central Station. We were driving in the right lane when, all of a sudden, a black car jumped out of a parking space right in front of us.. My taxi driver slammed on his breaks, skidded, and missed the other car's back
end by just inches!
The driver of the other car, the guy who almost caused a big accident, whipped his head around and he started yelling bad words at us. My taxi driver just smiled and waved at the guy. And I mean, he was friendly. So, I said, 'Why did you just do that?
This guy almost ruined your car and sent us to the hospital!' And this is when my taxi driver told me what I now call, 'The Law of the Garbage Truck.' Many people are like garbage trucks.
'They run around full of garbage, full of frustration, full of anger, and full of disappointment. As their garbage piles up, they need a place to dump it. And if you let them, they'll dump it on you. When someone wants to dump on you, don't take it personally. You just smile, wave, wish them well, and move on. You'll be happy you did. "
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1 comment:
Cheers for the heads up.
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