by Usually, waiting for the express bus to take me home from Manhattan to Staten Island is quite uneventful.
This evening, however, was an exception.
I managed to spot a bus waiting on the corner of 5th avenue and 59th street and quickly ran up from behind to catch it. The bus driver, a tall, burly man, glared as I asked him if this was an x23 or x24 bus (advertising takes up 100% of the bus exterior, leaving no space for bus identification at the rear). His response, however, was unintelligible as he quickly closed the door and started moving slowly towards a red light. I banged on the bus to get his attention (I didn’t notice the buzzer), prompting him to storm out of the bus and scream “Don’t bang on MY bus, at me in front of a crowd of people (I didn’t realize he owned the bus company). He certainly was imposing his perspective.
After a few more exchanges he left me thinking, “Wow, this is customer service at its best. Afterwards, I called the bus company who quickly apologized and promised to investigate the incident.
Particularly, what struck me most is that I was standing right across the street from Apple, a company famous for its superb customer service with raving fans around the world. Apple clients can identify with the Apple brand not necessarily because it is the lowest-cost or most feature-rich, but rather that the products that Apple sells (iPhones, iPads, iPods and the like) are tailored to provide the most customer-friendly experience possible. In addition to being easy to use, each product can be customized to best represent the consumer’s personality. In this way, Apple combines usability with personal preference to make it feel as if your unique consumer perspective has been the basis of your entire experience.
As clients, what do we want from our trusted advisors? Do you have to bang on your advisor’s door to make your perspective known? If your gut is leaving you with a nauseous feeling when speaking to your advisor, it may be time to find a new bus driver.