I was in Coolangatta yesterday and called a taxi to get back to the airport. Just before the taxi arrived I received a text message telling me it was close by and giving me the taxi number. I had the same experience a couple of weeks ago when on the Gold Coast. The image shows both texts I received.
This is excellent customer service from the taxi companies. In each case they didn’t even ask for my number. It shows them as being attentive. Oh, and they have not sent texts after the trip, no spam.
These text messages are an excellent use of technology. We do a similar thing with magazine putaways and have done for many years – customers love it. We also do it with special orders. In fact, I’d jump at any chance to provide feedback or an update to a customer by text or email or some other tech based service.
The taxi experience is particularly wonderful given that they can be notoriously late or not even show. The text message gives you certainty. I love it.
The experience yesterday was a reminder of the importance of connecting with our customers.