Comments on: Customer Service Story: Shep Hyken’s Classic Taxi Tale

By: Adam Toporek

Adam Toporek — Fri, 17 Aug 2012 02:59:40 +0000

In reply to Kaarina Dillabough. 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.

By: Adam Toporek

Adam Toporek — Fri, 17 Aug 2012 02:57:20 +0000

In reply to Bill Dorman. 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.

By: Google, Frommer’s, Zagat and Content Marketing

Google, Frommer’s, Zagat and Content Marketing — Fri, 17 Aug 2012 01:22:49 +0000

[…] 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, […]

By: Kaarina Dillabough

Kaarina Dillabough — Thu, 16 Aug 2012 15:14:18 +0000

I want to ride in that cab:) Great story. Too bad it’s the exception not the rule. Cheers! Kaarina

By: Bill Dorman

Bill Dorman — Thu, 16 Aug 2012 14:35:56 +0000

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.