This is a story of two drivers and their distinct approaches to customer engagement. Our journey began with a taxi ride in Panjim to Dabholim Airport, courtesy of a driver recommended by our society complex. His taxi, a 26-month-old Suzuki Swift Dzire with 1,60,000 kilometers on the odometer, was in immaculate condition. The driver, originally from a rural area in Karnataka, had settled in Goa 30 years ago. He was warm and endearing, keen to ensure his fare was competitive. His genuine interest in my journey made it clear that I would call on him again the next time I'm in Goa.
However, our interaction had a slight hiccup. We called him at 1:30, but our flight was delayed and he had another commitment at that time. Despite this, he managed to maintain a cordial demeanor. We ended up spending an extra hour and a half at the airport due to the flight delay, but his previous conversation and engagement lingered in memory.
The contrast revealed itself when we landed in Mumbai. We took a prepaid cool cab, one among many hoping to secure a single fare each day. The driver was largely non-communicative, offering minimal conversation even when prompted. Despite the low fares—just 350 odd for a short trip from Santa Cruz to Bandra—he didn't show any acknowledgement or smile, even after I gave him a generous tip. This could be attributed to the challenging conditions these drivers face, struggling in a slow decaying market and barely making ends meet.
These experiences highlight a broader perspective on attitude and engagement. Two drivers from different cities perform the same job, yet their outlooks on life and work vary greatly. More often than not, in our roles as bosses or subordinates, we emulate the second driver, simply completing tasks without regard for their broader impact. This story serves as a reminder of the value of warmth and human connection in our daily interactions.
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