I took the bus today and asked the driver if the bus he was standing by was the bus to Rockford. Without looking at me, he said, “yea, we’re just waiting on a passenger to get seated.” Now I’m on the bus waiting for it to take off and I’m nervous that I’m on the wrong bus. I don’t have trust in the driver.
Not because I think he’s lying but because he didnt’ convince me, he didn’t make it personal, and he didn’t take the time or attention that a passenger (equally, a customer) deserves.
I paid for the ride, but I also paid to be assured I would reach the destination I need to in the time I need to. It just so happens that I wasn’t.
Update: 20 minutes into the ride and he just got on the speaker to make an announcement for where we will be going, thanking us for being passengers, and filling us in on what we need to know while riding (safety procedures).
My question is: why not make the connection before a passenger gets in, not after?
I sat with slight anxiety thinking this may turn into more of an adventure than I had planned. While I have that attitude, many do not. When you have customers paying for you to keep your promise, it’s better to show them that you’re keeping it as early as possible. Saves them worry, anxiety, and nervousness (no matter how little).
Stay Positive & If You’re Customer Is Early, You Better Be Too
Garth E. Beyer
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