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PERANG HINDI BITIN: Ducks quack, Eagles soar! Customer excellence and life choices (2)

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Hello! Pasensya na po at medyo nawala ako last week. Nag-out of the country po ang a­king pamilya at hindi ako nakapagpadala ng article natin para sa column na ito.

Out of the country pa rin kami, pero gusto ko sanang i-share ang article na ito that has been re-written for the Philippine audience. Ito ay based sa isang istorya ni author and businessman, Harvey Mackay.

Sana you will enjoy reading this and realize na meron kayong choice. Puwede kayong pumili ng isang hinaharap na matagumpay at masagana o isang hinaharap na talunan at laging bitin ang pera.

 ***

 “No one can make you serve customers well. That’s because great service is a choice.” — Harvey Mackay

More than a year ago, I decided to hire a taxi from the airport, actually it was one of those new private car services like Uber and Grab (I won’t tell you which one).

When the cab came to pick me up, the first thing I noticed that the car was shiny, waxed, and very clean. The driver came out and I noticed how smartly dressed he was in a short-sleeved, linen work barong, and bagong plantsang black slacks. He looked more like a bank manager, than a driver. He smiled, shook my hand, and greeted me “Magandang tanghali po!”. Without being asked, he carried my luggage and loaded it into his trunk. When I tried to help, he said, “Ako na po, baka pagod kayo sa biyahe.” Before I could recover from this driver’s ultra polite ways, he shut the trunk and quickly went to my side to open the passenger door for me and closed it when I got into the back of his car.

Then he got into the driver’s seat and before we drove off, he introduced himself and said: “Ako po si Monching, your assigned driver. Please put on your seatbelts for your safety. Bago po tayo umalis baka po gusto ninyo ng inumin na malamig? Meron po tayong regular at Coke Zero, mineral water, iced tea at buko juice.”

I couldn’t help but smile at my good fortune. “Wow, sige… uhmm. Buko juice na lang,” I said.
Monching had a small cooler in the front of his cab and he handed me a cold bottle of buko juice that he had thoughtfully wrapped with some tissue.

I said “thank you” and half-joked, “baka naman may pambara kayo diyan, he he.”

“Ay oo nga po, pasensya na po. Baka hindi pa kayo nag-memeryenda. Heto meron, po tayong saging na saba, bagong luto lang po kaninang umaga ng misis ko, meron din po tayong, hard-boiled egg, Sky Flakes crackers, Snickers bar, or Happy peanuts. Pumili po kayo,” Monching didn’t miss a beat and opened a grocery bag filled with his snacks that he offered to me, “on the house po”.

 I took a boiled banana, gave thanks to God for such a blessing and again thanked Monching. “Sala­mat ha. Ibang klase ang service mo dito ah!”

Monching allowed himself a wide grin and explained, “Sir, please take a look at my mission statement at the back of my card as you’re eating your snack.”

“No way this driver has a mission statement!” I thought to myself. True enough at the back of his laminated business card opposite his smiling picture, email, mobile and license plate number it said:

MONCHING’S MISSION STATEMENT:

“To delight my customers and make them feel like they are family, as I bring them to their destinations in the safest, quickest and most comfortable and affordable way possible.”

I was blown away!

But then, Monching wasn’t done yet. There was more! I was beginning to really, really enjoy my trip despite the traffic that I could see was building up towards Makati City.

“Sir, Mr. Roberto, meron po tayong mga pocketbooks, mga magasin (he had current issues of Esquire, Good Housekeeping, Showbiz, Entrepreneur, and Reader’s Digest tucked at the back of the driver’s seat) at Inquirer, Star, at Bulletin.

“Meron din pa tayong mga playlist na available sa Spotify. Heto po ang mga choices,” Monching handed me a laminated card with about seven or eight different playlist choices ranging from love songs selections, movie themes, classical, praise and worship, acoustic hits, 80s, 90s, modern/today’s hits.

Then Monching, like a real gentleman, asked me if the aircon was reaching me and if the temperature was cool enough. He then told me which route Waze was taking us and our ETA – estimated time of arrival – at my condo in the Fort. Finally, Mon­ching said, “Sir Roberto, kung may tanong kayo or request—baka gusto n’yo po ng isa pang drinks or snack, sabihin nyo lang sa akin. Meron din po tayong tissue at hand sanitizer diyan sa tabi ng upuan po ninyo. At kung kailangan ninyo pala mag-charge ng cellphone ninyo, meron po akong power bank. Please let me know po, okay po?”

“Okay na okay!” I remember saying with a slight sigh, wishing all the drivers in the Philippines were like this.

I sent a text to my wife that I had arrived and was on my way home in the nicest cab I’ve ever ridden in. Noticing that my phone was at 15% I then took up Monching on his offer. As he handed me the power bank and an assortment of adaptors, I couldn’t help but ask him a question:

“Kuya Monching, ang galing naman ng customer service ninyo. Grabe. First time ako nakaranas ng ganitong klaseng treatment from a private cab driver. Kailan ba kayo nag-start mag-drive? Ganito ba talaga ang service ninyo mula umpisa?”

Monching smiled into the rearview mirror. “Actually sir, galing po ako sa Middle East. Umuwi ako two and a half years ago to be with my family. Nag-start ako mag-drive two years ago. Pero, gaya ng mga kasama kong mga ibang driver, puro reklamo sa trapik, Pilipinas… at init ng uno ang naaabutan ng mga customer ko sa akin. Tapos isang araw, meron isang speaker at awtor na sumakay sa kot­se ko. Tatlong oras kami sa trapik… siguro hindi na siya nakatiis at binigyan ako ng payo na hindi ko malilimutan. (Itutuloy)