"Are YOU ready for the BEST cab ride of your LIFE?" was the question that Taxi Terry asked his passenger. The viral YouTube video of the story is now a new book on how to create the "Ultimate Customer Experience ®" -- and how it's possible for EVERY employee to create and deliver that type of compelling encounter with each external and internal customer for your organization. Here are the first four of the seven tenets learned from bestselling author and Hall of Fame business speaker Scott McKain's trip with Taxi Terry. (And, YES, Taxi Terry is a REAL cab driver in Jacksonville, Florida!) For more information on the book: http://www.amazon.com/Tenets-Taxi-Terry-Employee-Experience/dp/0071822151/ref=tmm_hrd_title_0?ie=UTF8&qid=1404837155&sr=8-1 To learn more about the author: http://ScottMcKain.com

1. 7 T E N E T S O F
TA X I T E R RY
H O W E V E RY E M P L O Y E E C A N C R E A T E A N D D E L I V E R
A N U LT I M A T E C U S T O M E R E X P E R I E N C E ® !

2. TA X I T E R RY S A I D …
“ A R E Y O U R E A D Y F O R T H E B E S T C A B
R I D E O F Y O U R L I F E ? ”
So…what’s the first
impression that you make
upon YOUR customers?
T E N E T # 1 : S E T H I G H E X P E C TAT I O N S

3. T E N E T # 1 :
S E T H I G H
E X P E C TAT I O N S
• We’d never build a set, obtain
cameras, lighting, and sound, hire
a cast, and then ask…”What’s this
movie about?”
• The script would come FIRST!
• What’s the script - the FIRST
THING - that your customers hear?
• Does it set a HIGH
EXPECTATION for service
delivery?

5. 7 T E N E T S O F TA X I T E R RY
-it does NOT have to be specific to YOUR business;
!
- it just has to be something of real assistance to the
needs of your customer.
!
-what helps your customer…helps YOU, too!

7. P E R S O N A L I Z E T H E E X P E R I E N C E !
• It shouldn’t be named “CRM” — because only people,
not software, can manage an EXPERIENCE!
• HOW are you making every experience the customer
has with you more intensely personal?
• (…the book has several specific suggestions!)

9. C R E AT I V I T Y W I T H O U T C O N S I S T E N C Y
I S A P O O R B U S I N E S S S T R AT E G Y !
• If Taxi Terry delivers me to the wrong destination, or
arrives late for the pick-up, it DOESN’T MATTER how
creatively he serves his customer.
• When you’re creative AND consistent — you can win
customers for life!

10. N O W
AVA I L A B L E !
• For the final three tenets,
look for “7 Tenets of Taxi
Terry” — displayed at
Barnes & Noble
• Available as hardcover,
e-book and audiobook
on Amazon