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Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer’s Expectation (Paperback)
Posted on November 25, 2009 and filed under Uncategorized.
She accused me of talking "over top of her," and "not giving her a chance to explain."
Posted on August 28, 2008 and filed under Bad Customer Service.
Date of Occurrence: 11/11/2007
Time of Occurrence: 12:10pm-1:30pm
Location of Occurrence: 111 North Torrey Pines Drive
Comments:
On Sunday, November 11, the bell captain at the Hilton Grand Vacation at the Flamingo arranged for a cab to take four of us to Christ Lutheran Church at 111 North Torrey Pines Drive. We paid over thirty dollars with tip. The driver was very gracious and did a great job of finding the church, well outside the his normal turf I am certain. To him I am grateful. He instructed us to call the company for the return trip. After church, I called the number the driver had circled -702-643-1041 and an agent assured me a cab was on the way. I was to call in 20 minutes if it was not there. As the next hour and a half went by, I called every 20 minutes as instructed. Each time I was assured that a cab was on the way. The last time I called, I got a different agent who started to tell me that I had not called when I was supposed to. She was quite put out when I explained I had called every 20 minutes for the last hour or more… She accused me of talking “over top of her,” and “not giving her a chance to explain.” Next, she told me that the cab that was coming for us was canceled and she could not help me. Then she hung up. So, we were stranded on North Torrey Pines Drive. Ultimately had it not been for the graciousness of a parishioner at the church we would not be back yet. While I was certainly frustrated, I was not rude. It felt more like the woman, and ultimately those she represented, did not want to make the run and so manufactured a reason to simply drop the call. I found this most disappointing. Again, I am certain that there is no real infraction here, but it was a most frustrating experience being stuck with no recourse. If the cab company was not willing to send a cab to pick us up,then they should have told us that before taking us out to the church. They were very happy to take my $30.00 plus to get us there… I cannot tell you which of the cab companies on the card I have I was talking to. The phone number is above. I simply want to say that if there are limitations on trips, then it needs to be made clear up front before guests in this city get stranded.
However, the van driver (a foreigner) chose the most circuitous route….
Posted on August 28, 2008 and filed under I was Longhauled!.
Date of Occurrence: 11/13/07
Time of Occurrence: Approx. 5:00 p.m.
Location of Occurrence: McCarron to Stratosphere
Comments:
When I arrived in Las Vegas late on the afternoon of 11/13, I took a Vegas Western Cab Co van #6166 from McCarron airport to the Stratosphere. I have been to Las Vegas on numerous prior occasions, and am familiar with how to get around town. I have driven in Las Vegas enough times to know that Paradise Blvd. is a good way to avoid the get from the south end of the strip to the north end and avoid the normal strip traffic. However, the van driver (a foreigner) chose the most circuitous route….215 to 15, then off at Tropicana, up Industrial Blvd. and finally a few back streets to the Stratosphere. Upon arriving at the Stratosphere, the fare was $32.50. Granted that several accidents on 15 at Sahara and Flamingo had traffic backed up, that would not have been an issue had the driver taken the most direct route. This was a rip-off, plain and simple. Your Authority should be more careful in licensing foreigners who chose to prey upon the visitors to your city. I am quite certain that the Stratosphere would much rather have had my money….and I would have much preferred to give it to them…at least I would have gotten the pleasure of losing it willingly. When I complained that the driver had taken the longest possible way from the airport, and that taking Paradise Blvd. would have taken half as long (if not more), the driver’s response was that “Paradise is closed for construction”. Well, it just so happens that I had to take a cab today (11/14) for a meeting and low and behold, Paradise Blvd. looked pretty drivable. Either the van driver was lying, or the public works people in Vegas should be commended for getting road construction done so quickly.
She is with A-Cab and her cab number was 1359
Posted on August 28, 2008 and filed under Crazy Taxi Driver.
Date of Occurrence: 11/15/07
Time of Occurrence: 9: 30 AM approx
Location of Occurrence: McCarran Airport
Comments:
I went to drop a co-worker off at the airport at the quick passenger drop off. It was extremely busy. I went to change lanes and a taxi driver would not let me in which was fine I got in behind her. I must have upset her because as we traveled through the airport she cut me off 2 more times. I dropped my passenger off first and then got into the through lane to exit the airport. It was very busy and you had to stop a lot to let passengers cross. As I went to drive again after stopping for passengers she again drove aggressively and cut in front of me. I changed lanes at that point to try and get away from her. As I got to the end of the airport where both lanes merge into one to get on the 215 she again sped up so fast, I can’t believe she did not rear end the person in front of her, to cut me off for the 3rd time. I had to slam on my brakes so I did not run into the wall. I proceeded to get my cell phone out to call her company to complain and she saw me and she sped off at probably 80 MPH to get away from me, but due to her awful driving from the beginning my passenger had written down her cab number. She is with A-Cab and her cab number was 1359. She had brown hair in pig tails and was wearing pajama bottoms. Very unkempt looking. She had an elderly couple as passengers who I just feel awful for because their ride with her could not have been a pleasant one. I did call her company to complain where I was told by her supervisor that he would talk to her. I think she should have her licensed pulled. I can’t believe someone who is supposed to be a professional driver would drive so angry and aggressively. She is going to hurt somebody. Thank you for listening
I am sure they were identified as easy marks by an unscrupulous cab driver.
Posted on August 28, 2008 and filed under Bad Customer Service.
Date of Occurrence: 11/14/07
Time of Occurrence: ~9:45 p.m.
Location of Occurrence: Las Vegas
Comments:
My wife Kathy and daughter Amy are inexperienced travelers who were picked up by a Yellow Cab at McCarran International Airport for what was supposed to be a “short” cab ride to the McCarran Best Western, located at 4970 Paradise Road, Las Vegas. Neither Kathy nor Amy had ever ordered a cab when traveling alone before and this was the first time either had been in Las Vegas, so I am sure they were identified as “easy marks” by an unscrupulous cab driver. Upon informing the driver of where they wished to go, they sat back and “enjoyed the ride”, unaware that they were being delivered to the Mardi Gras Best Western, also located on Paradise (3500 Paradise Road) but at nearly the opposite end of town. I am well aware that there are eight BW options in the Greater LV area. I personally made the lodging reservations at the McCarran BW to allow the airport/hotel transfer to be as logistically simple as possible for my wife and daughter. Only after paying a $15 cab fare and being dropped off at the Mardi Gras location (all the while believing they were “in good hands”) did the women discover that they had been “duped” and taken advantage of. Further, they then had to have Mardi Gras personnel order another cab for them, which resulted in an additional $11 fare to get to their rightful original destination. Since neither Kathy nor Amy has ever been to Las Vegas before, it is easy to understand how their image of Las Vegas might be one of “I never want to return there” based upon their very first experience on the ground. Perhaps not surprisingly, the ladies were told by hotel staff that “it happens all the time in Vegas.” I realize that, without a cab number or physical description of the cab or driver, your response (if any) will most likely be along the lines of “We’re sorry, but there’s nothing we can do.” At the same time, I have been planning a trip to Las Vegas for shortly after the new year…and I can think of a thousand other places I could enjoy much more if this incident represents what Las Vegas and Clark County, Nevada have to offer visitors. Kathy and Amy were merely spending last night in Las Vegas en route to a family wedding in Southeast Washington, so I can only hope that they were able to “get out of Dodge” safely without getting additionally ripped off. They are scheduled to fly back to Missouri with a Sunday evening (11/18) stopover in Las Vegas. Based upon what happened to them last evening, I would not be surprised if they elected to walk back to McCarran Airport — towing their luggage — and if they make the next round trip journey between McCarran and their hotel on foot rather than having to be subjected to such predatory behavior again. Being that they are currently en route to their ultimate destination, they may not be reachable by phone. If however there is need to request further details direct from the source, please contact me at one of the phone numbers listed with this communiqué. I will then contact them and request that they return your call. Thank you…
Instead, he swung violently into the next lane (I was in the right hand lane) and seemed to gesticulate at me as he passed.
Posted on August 28, 2008 and filed under Crazy Taxi Driver.
Date of Occurrence: 11/15/2007
Time of Occurrence: approx. 8:45 pm
Location of Occurrence: 215/Airport and entrance to I-15 North
Comments:
I was driving from the airport to I-15 North when a taxi cab with NV license plate 090-RVG came up at an alarming rate of speed (I was driving at the speed limit) and started to tailgate me. I became alarmed and gently started to break, hoping the cab would back off. Instead, he swung violently into the next lane (I was in the right hand lane) and seemed to gesticulate at me as he passed. I subsequently continued onto the entrance to I-15 and when I came close to passing him (not “intentionally”, but I was going with traffic), this same cab edged into the right hand lane and prevented me from passing. He did so suddenly and dangerously — I honked and flashed my bright’s. I also slowed down. He swung back into his lane. I slowly tried to pass again, and he repeated this aggressive behavior. I frankly remained concerned for my safety and slowed down. He sped up and continued to drive, in my estimation, erratically.
she very rudely told me they didn’t have the wallet
Posted on August 28, 2008 and filed under Lost and Found Follies.
Date of Occurrence: 11/16/07
Time of Occurrence: 3:00am-3:30am
Location of Occurrence: Flamingo
Comments:
My Boyfriend and I took Western cab #42 from Treasure Island to Flamingo late last night. I paid the driver and walked away from the cab… realizing too late that I had left my wallet in it. I ran to catch it, however it was too late. My Boyfriend spent 1 1/2 hours with Flamingo Security, obtained the footage of the cab which was identified as Western #42. He called them 2 times… no wallet was turned in. I called this afternoon and spoke with Martha (Manager) and she very rudely told me they didn’t have the wallet. I tried to ask her a couple of detailed questions, mainly trying to see if she would speak directly to the driver but she told me she would not. She was very rude and stated that she was very busy and it was my fault I left it in the cab. I do understand that this is “my fault”… I am not looking for anyone to blame and we have been polite to everyone we have spoken to. However, the communication and assistance from folks involved has been horrible. I just need to get my wallet back or at least confirm that it was stolen by another passenger so I can give up looking and focus on replacing credit cards, ID, etc… Thank you so much for your help. I am scheduled to leave tomorrow at 11:00 am back to Alaska, hopefully I will hear from you before then but if not, I look forward to your call soon. Thanks! In case you need this for the security tape:
Please don’t let this happen to any other families.
Posted on August 28, 2008 and filed under I was Longhauled!.
Date of Occurrence: Nov 12,2007
Time of Occurrence: 3:00-3:30 pm
Location of Occurrence: Monte Carlo to Howard Johnson
Comments:
Hello my name is Jason, on my recent trip to Las Vegas we had a terrible cab ride. He was lost, took wrong turns, pulled over asked for directions, talking on the phone while traffic lights turned form red to green (once green he waited 45 sec. before moving) and all this while our meter was running. Then to top it off he refused to give as change from a far unreasonable fare of $ 24.10. I agree to pay the high fare only because we were running late for a wedding. All I wanted at the time was my change, but he refused, only have arguing with him he gave me about 80 cents back. We had many friends come from the strip at the same time with fares from $ 11 to $ 15 far less then our $ 24.10. We came from the Monte Carlo and the destination was 1400 Howard Johnson on the strip. Yes we gave him the address on Las Vegas Blvd, but yet couldn’t find it. The cab company was the North Las Vegas Cab Company and the cab was # 4642. Please don’t let this happen to any other families. Thank You.
Driver was engaged in what appeared to be a personal cell-phone call during the entire ride
Posted on August 28, 2008 and filed under Bad Customer Service.
Date of Occurrence: 11-17-07
Time of Occurrence: 7:15 PM
Location of Occurrence: Koval @ Flamingo
Comments:
Driver was engaged in what appeared to be a personal cell-phone call during the entire ride (He was not speaking English during the call.). When the vehicle approached Flamingo Road, the cab was in the right-turn lane, but should have been in the “straight-ahead” lane to reach the destination. We repeatedly told the driver that he was in the wrong lane, but his personal cell-phone call continued to preoccupy him. The other passenger, Clyde, finally raised his voice to get the driver’s attention. In response, the driver proceeded to scream at the two passengers, mostly profanity; he pulled the cab into the Al Phillips Cleaners at 4130 Koval Lane and ordered us out of the cab. We paid him, actually more than the fare. The cab number was Checker, c-153. The driver was wearing eyeglasses, appeared to be of Caribbean ancestry. His first language did not appear to be English (His ethnicity is of no moment to us; we are only attempting to assist you in identifying the driver.). We walked home.
This website/forum is operated by a Las Vegas Taxi Driver who wishes to remain anonymous. Unfortunately due to the horrible corrupt nature of the Las Vegas Taxi Industry, true agents of change must remain anonymous or fear severe repercussions. That normally means being run out of the business altogether. 
This Scam was attempted by several other taxi drivers while we were in las Vegas
Posted on August 28, 2008 and filed under Bad Customer Service.
Date of Occurrence: 8/9/2007
Time of Occurrence: 3 pm
Location of Occurrence: jw Marriott sumerlin to airport
Comments:
I took a taxi from “a Cab” 702-369-5686, used credit card to pay, driver said it wouldn’t work and that I would have to pay cash($55.00). I had a really bad feeling about this but he demanded cash payment and one of my co-workers offered. lo and behold the charge showed up on my credit card bill. I disputed it with my credit card company and A-Cab is fighting the dispute. We did get a cash receipt from the driver “Steve” and I was riding with 3 co-workers who will give sworn affidavits that the fare was paid with cash. This “scam” was attempted by several other taxi drivers while we were in las Vegas, when we told them cash was not an option, they all of a sudden got the credit card machine to work properly. I cannot believe the taxi drivers are allowed to behave like this, I could easily get reimbursed for this from company but this is a criminal act. also the driver went down the strip from the JW Marriott to the airport instead of taking the highway, he said it was faster and cheaper, I am not sure this is true.
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