Five Remarkability Lessons I Learned from Alex

As most of you know, I was at BlogWorld in Las Vegas last week. I learned SO much – mostly because the “in the hall” networking was so amazing.

You know who I learned a lot from, though? A guy who is not on Twitter or Facebook, doesn’t have a blog, and for all I know doesn’t even have an email address. His name is Alex.

Alex is a private driver in Las Vegas and I was lucky enough to become one of his clients while I was there. I saw Alex A LOT over four days, so I got to observe how he does business in a remarkable way. Here are the top five lessons I took away:

1) Have the right friends in the right places referring clients to you. I found out about Alex from the woman who drove my hotel’s shuttle bus (another remarkable individual). She overheard my friends and me complaining about all the money we’d spent on taxi cabs the night before. She said, “Oh – cabs will rip you off. Let me give you the name and number for my friend Alex. He is a private driver, he drives for me and he will take care of you.” Later in the afternoon she actually introduced us to Alex personally – which upped our comfort level on calling him later.

2) Be extraordinarily polite. Alex was driving us to meet some friends and we were yapping so loud and so fast we

"Hey Alex. It's Sarah. Can you pick us up?"

could hardly hear our own selves. Alex said, “Excuse me. I am so sorry to interrupt your conversation but we are approaching the MGM and I want to make sure I drop you off in the right place.” When we arrived he said “When you are ready to go home, call me right as you approach the doors. They won’t let me stand but I can whip around and pick you up immediately.” Which is exactly what he did. When is the last time a cab driver was that polite?!

3) Remember the small things. Whenever we arrive anywhere, Alex hopped out of the Escalade and opened both doors for us. We mentioned feeling dehydrated and needing water, he went and got us bottles of water and set them up in the console of the back seat. Low jazz or classic rock n’ roll music was always playing in the car. And he asked every so often, “Is the air temperature in here okay for you?” Oh – and he was always professionally dressed, even at 2 in the morning.

4) Be selective about your clients. Alex doesn’t drive for just anyone. You pretty much have to have a personal referral to even get his name and number. Any when your referral sources (see #1) are pre-screening for your ideal client, only the very best will actually call you. (And yes, I am now one of his referral sources. I am EXTREMELY protective of Alex, so unless I really know you well, I won’t send you his contact information.)

5) Charge reasonable rates. After all this raving about Alex, you might be thinking “That’s great but private drivers in Las Vegas are expensive.” Alex actually charged LESS than cab drivers. But you know what? I called him every time we needed to go anywhere for three days. In fact, it became quite the joke because I called him and said, ‘Hi Alex, this is Sarah. Can you come pick us up?” so many times. I also gave his name and number to two people who also used him exclusively during BlogWorld.

Bonus Lesson: Great service + reasonable rates = all the business he wanted.

So you see, lessons on being remarkable, on being so much more than mediocre, can come from anywhere if we are paying attention.

Curious to know who taught you this week.

Tags: business, escaping mediocrity, remarkability

This entry was posted on Monday, October 19th, 2009 at 10:04 am and is filed under Uncommon Business, Uncommon Lessons. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

http://www.ashleydolbert.com/ Ashley

One of the things I’ve always loved about Vegas is the “scene behind the scene” – the things you learn if you are just willing to talk to enough people. Like you, I’ve been able to find unbelievable service at great prices all over the city, simply by doing nothing more than talking to people and making the right contacts.

People like Alex make the Las Vegas experience so much better then you would think. So many times, a visit there is a mixed bag – some good time mixed in with some real jerks, or a place where you feel you were ripped off. It doesn’t have to be that way, as you’ve shown.

The formula for business success is so simple that it’s scary sometimes, but you’ve summed it up perfectly.
- Sarah Robinson
  
  I so agree with you Ashley! Your experience is shaped by those rare contacts who make it such a better city. And I think that idea of shaping a customer’s experience is something we can all learn from.
http://playitforward.posterous.com/ Katjaib

Sarah, I can’t tell you how much I LOVED this. I was eager to hear what you got out of BWE09, and isn’t it wonderful that the story you decided to tell was about your driver. Alex clearly knows what he’s doing. He delivers great value for a good price — and he makes it a JOY to use his services. He listens, he cares, he anticipates your needs (water, temp), and he adapts (call me when you hit the doors). First reaction: I want Alex in my world. Second: Strive to be the “Alex” for my own clients. Thank you! I hope you’ll find a way to share this with him.
- Sarah Robinson
  
  I know – when I thought about what I was going to write about today and decided to write about Alex, I was a little surprised! Don’t get me wrong, the people I met and talked to at BWE09 were amazing! I just thought that the lessons Alex taught me were the best thing I had to share. SO glad you liked it. And yes, being “Alex” is a worthy goal for us all.
http://www.ashleydolbert.com Ashley

One of the things I’ve always loved about Vegas is the “scene behind the scene” – the things you learn if you are just willing to talk to enough people. Like you, I’ve been able to find unbelievable service at great prices all over the city, simply by doing nothing more than talking to people and making the right contacts.

People like Alex make the Las Vegas experience so much better then you would think. So many times, a visit there is a mixed bag – some good time mixed in with some real jerks, or a place where you feel you were ripped off. It doesn’t have to be that way, as you’ve shown.

The formula for business success is so simple that it’s scary sometimes, but you’ve summed it up perfectly.
- Sarah Robinson
  
  I so agree with you Ashley! Your experience is shaped by those rare contacts who make it such a better city. And I think that idea of shaping a customer’s experience is something we can all learn from.
http://playitforward.posterous.com Katjaib

Sarah, I can’t tell you how much I LOVED this. I was eager to hear what you got out of BWE09, and isn’t it wonderful that the story you decided to tell was about your driver. Alex clearly knows what he’s doing. He delivers great value for a good price — and he makes it a JOY to use his services. He listens, he cares, he anticipates your needs (water, temp), and he adapts (call me when you hit the doors). First reaction: I want Alex in my world. Second: Strive to be the “Alex” for my own clients. Thank you! I hope you’ll find a way to share this with him.
- Sarah Robinson
  
  I know – when I thought about what I was going to write about today and decided to write about Alex, I was a little surprised! Don’t get me wrong, the people I met and talked to at BWE09 were amazing! I just thought that the lessons Alex taught me were the best thing I had to share. SO glad you liked it. And yes, being “Alex” is a worthy goal for us all.
http://www.JeffHechtPR.com/ Jeff Hecht

Great article, Sarah! And a wonderful tribute to Alex, who was an amazing driver… One other note about Alex, discovered on our way from the Venetian to the MGM – Alex was a veteran who served in Iraq and Afghanistan, and deserves the kudos and appreciation that you gave him here. He was truly a delightful, one of a kind guy, and it is so great for you to take the time to recognize him and his kind and polite nature here in your blog… Well done, Sarah! This was the most delightful thing I have read in a long time!
- Sarah Robinson
  
  Thank you on all counts Jeff. And yes, Alex is a one-of-a-kind guy. I’m glad you saw that too.
http://www.JeffHechtPR.com Jeff Hecht

Great article, Sarah! And a wonderful tribute to Alex, who was an amazing driver… One other note about Alex, discovered on our way from the Venetian to the MGM – Alex was a veteran who served in Iraq and Afghanistan, and deserves the kudos and appreciation that you gave him here. He was truly a delightful, one of a kind guy, and it is so great for you to take the time to recognize him and his kind and polite nature here in your blog… Well done, Sarah! This was the most delightful thing I have read in a long time!
- Sarah Robinson
  
  Thank you on all counts Jeff. And yes, Alex is a one-of-a-kind guy. I’m glad you saw that too.
Jamie

I wholeheartedly agree with Alex’s way of doing things. Isn’t it amazing what a $1.50 bottle of water can do? Think of the viral nature of this story spreading and what $1.50 may have gained this guy in the long run. Success in business is about taking care of the customer, not taking care of the customer in your realm of only what you are getting paid to provide and this will be the new way of looking at the world going forward. Don’t just think about what you can provide, but think about what ELSE you can provide. The “else” is what will create the customer affinity and make people desire to have a relationship with you and be a brand champion.

Think about the cookies that Publix supermarkets give away free at the bakery to kids that come in with their parents. What does that do? It makes the kids more willing to go to the grocery store with their parents. In turn, this makes the notion of taking kids to the store with the parents much less drama filled and painful. The kids are occupied and happy for a few aisles and the parents get a task accomplished. What did that cookies cost Publix — a couple of cents? But in the end, they’ve created a happy family who will continue to come back and be loyal, even when a competing store comes to town.

Alex has the right idea. Give the customer what they want and a little “else”. “The Else” goes a long way.
- Sarah Robinson
  
  Jaime- you would have LOVED Alex. He is all class and style PLUS he totally gets the “what else”. You have no idea how many people have dm’d me already to ask me if I like them enough to share Alex’s contact info. Think he created an impression???!!
Jamie

I wholeheartedly agree with Alex’s way of doing things. Isn’t it amazing what a $1.50 bottle of water can do? Think of the viral nature of this story spreading and what $1.50 may have gained this guy in the long run. Success in business is about taking care of the customer, not taking care of the customer in your realm of only what you are getting paid to provide and this will be the new way of looking at the world going forward. Don’t just think about what you can provide, but think about what ELSE you can provide. The “else” is what will create the customer affinity and make people desire to have a relationship with you and be a brand champion.

Think about the cookies that Publix supermarkets give away free at the bakery to kids that come in with their parents. What does that do? It makes the kids more willing to go to the grocery store with their parents. In turn, this makes the notion of taking kids to the store with the parents much less drama filled and painful. The kids are occupied and happy for a few aisles and the parents get a task accomplished. What did that cookies cost Publix — a couple of cents? But in the end, they’ve created a happy family who will continue to come back and be loyal, even when a competing store comes to town.

Alex has the right idea. Give the customer what they want and a little “else”. “The Else” goes a long way.
- Sarah Robinson
  
  Jaime- you would have LOVED Alex. He is all class and style PLUS he totally gets the “what else”. You have no idea how many people have dm’d me already to ask me if I like them enough to share Alex’s contact info. Think he created an impression???!!
http://www.otheresteem.org/ Monica Diaz

Once you open yourself up to the idea of escaping mediocrity, the lessons are everywhere! We all appreciate when a person who is selling us a product or service is doing so in a non-mediocre way. They do not limit themselves to what the client expects but to what they have come to expect of themselves. Not just quality delivery but going that extra bit is what makes us feel that every penny was worth it, AND some things we just could never pay for. Welcome back, Sarah!
- Sarah Robinson
  
  “They do not limit themselves to what the client expects but to what they have come to expect of themselves.” I LOVE that insight Monica. And you know what? Money couldn’t buy the know, like and trust Alex built with me as a client. And thank you – it’s good to be back!
http://www.otheresteem.org Monica Diaz

Once you open yourself up to the idea of escaping mediocrity, the lessons are everywhere! We all appreciate when a person who is selling us a product or service is doing so in a non-mediocre way. They do not limit themselves to what the client expects but to what they have come to expect of themselves. Not just quality delivery but going that extra bit is what makes us feel that every penny was worth it, AND some things we just could never pay for. Welcome back, Sarah!
- Sarah Robinson
  
  “They do not limit themselves to what the client expects but to what they have come to expect of themselves.” I LOVE that insight Monica. And you know what? Money couldn’t buy the know, like and trust Alex built with me as a client. And thank you – it’s good to be back!
Stacey Hood

It’s amazing in this day and age that people forget that little things like this will get you more customers/clients than all the advertising and marketing in the world. I would pay extra for this sort of service personally, than have to deal with the cabbies I’ve had the displeasure of dealing with in my travels.

This is a classic case of someone who gets it. Plain and Simple.
- Sarah Robinson
  
  I know – Alex totally doesn’t charge enough, but that’s not what it’s about for him. I asked him if he had clones in other cities or if I could just take him everywhere I went so he could drive me around. He just laughed. Isn’t it interesting how little it takes to “get it” and yet how rare an experience it is?
Stacey Hood

It’s amazing in this day and age that people forget that little things like this will get you more customers/clients than all the advertising and marketing in the world. I would pay extra for this sort of service personally, than have to deal with the cabbies I’ve had the displeasure of dealing with in my travels.

This is a classic case of someone who gets it. Plain and Simple.
- Sarah Robinson
  
  I know – Alex totally doesn’t charge enough, but that’s not what it’s about for him. I asked him if he had clones in other cities or if I could just take him everywhere I went so he could drive me around. He just laughed. Isn’t it interesting how little it takes to “get it” and yet how rare an experience it is?
http://area224.com/ Dave Van de Walle

Real connections. Real service. Engaging. Polite. Exclusive.

This is a great lesson for just about everybody. Thanks for sharing.
- Sarah Robinson
  
  If we could all bottle those qualities in our businesses, we would be successful beyond our wildest dreams!
http://area224.com Dave Van de Walle

Real connections. Real service. Engaging. Polite. Exclusive.

This is a great lesson for just about everybody. Thanks for sharing.
- Sarah Robinson
  
  If we could all bottle those qualities in our businesses, we would be successful beyond our wildest dreams!
http://www.websites2grow.com/ Jennifer Haubein

It’s such an interesting world that I clicked on this link today Sarah! And then came back again once the site was back up I had no idea what your post was about, but something pulled me towards it. Such a powerful story about someone who gets customer service.

This afternoon just a couple of hours ago I was drafting an email to send to my community aka my email list, but that sounds so impersonal. In this email I am telling them how I’m sick of everyone taking away value from their services so I’m doing the opposite. I decided to add my new course “Web site in a weekend” for free for all of my clients. I’m not trying to make this a commercial, just that I’m excited how I’m applying this lesson to my business today. The feedback from my current clients has already been amazing.

I also think there is another lesson in this story. I have feeling Alex really likes what he does. Otherwise why would he go to all this trouble and get paid the same or less as cab drivers. He probably might even be passionate about what he does. I think when you have passion in your business and for those who you are helping you will go above and beyond to help them and give them extra value. Great post Sarah! Wish I could have been in Vegas with you’all.
- Sarah Robinson
  
  Thank you for your persistence in attempting to read this post Jen! And trust me, Alex LOVES what he does. He took personal ownership of our Vegas experience and loved to offer up his connections at show venues, hot clubs and restaraunts (which didn’t cost the infamous “extra”!). I think going the extra mile is so deeply ingrained in him, he can’t do anything else. He IS the extra mile. And yes – next time we have an outing of this proportion, you MUST join us!
http://www.websites2grow.com Jennifer Haubein

It’s such an interesting world that I clicked on this link today Sarah! And then came back again once the site was back up I had no idea what your post was about, but something pulled me towards it. Such a powerful story about someone who gets customer service.

This afternoon just a couple of hours ago I was drafting an email to send to my community aka my email list, but that sounds so impersonal. In this email I am telling them how I’m sick of everyone taking away value from their services so I’m doing the opposite. I decided to add my new course “Web site in a weekend” for free for all of my clients. I’m not trying to make this a commercial, just that I’m excited how I’m applying this lesson to my business today. The feedback from my current clients has already been amazing.

I also think there is another lesson in this story. I have feeling Alex really likes what he does. Otherwise why would he go to all this trouble and get paid the same or less as cab drivers. He probably might even be passionate about what he does. I think when you have passion in your business and for those who you are helping you will go above and beyond to help them and give them extra value. Great post Sarah! Wish I could have been in Vegas with you’all.
- Sarah Robinson
  
  Thank you for your persistence in attempting to read this post Jen! And trust me, Alex LOVES what he does. He took personal ownership of our Vegas experience and loved to offer up his connections at show venues, hot clubs and restaraunts (which didn’t cost the infamous “extra”!). I think going the extra mile is so deeply ingrained in him, he can’t do anything else. He IS the extra mile. And yes – next time we have an outing of this proportion, you MUST join us!
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http://21centurybytes.blogspot.com/ Karl Kovacs

I learned this lesson the hard way during a conference in Houston. The cab drivers were not the nicest and once I was introduced to a private driver, I never had to worry about being late or getting lost. How I ever managed (or survived) before is nothing short of a miracle.

The five qualities that you list are ones that we all need to practice….daily. Thanks for the reminder.
- Sarah Robinson
  
  Oh Alex now has me totally spoiled. I will never be able to be in a city for any length of time without a driver, though I fear none will ever measure up to Alex. Houston? ACK! that city makes me crazy and I don’t think a driver would help!
http://21centurybytes.blogspot.com/ Karl Kovacs

I learned this lesson the hard way during a conference in Houston. The cab drivers were not the nicest and once I was introduced to a private driver, I never had to worry about being late or getting lost. How I ever managed (or survived) before is nothing short of a miracle.

The five qualities that you list are ones that we all need to practice….daily. Thanks for the reminder.
- Sarah Robinson
  
  Oh Alex now has me totally spoiled. I will never be able to be in a city for any length of time without a driver, though I fear none will ever measure up to Alex. Houston? ACK! that city makes me crazy and I don’t think a driver would help!
http://www.affirmingspirit.com/blog AffirmingSpirit

Sarah, in sharing this great example in Alex, you just shared the basics that any business owner can employ to grow their business. So many businesses have fallen into the trap of being focused on the “WIIFM” (what’s in it for me), that they’ve completely forgotten that EVERY business is a SERVICE business. Even if you only offer products, you offer them as a service—and if you don’t appreciate your clients, they won’t appreciate you, either.

There are people who succeed regardless of the economic conditions. There were more millions created during the Great Depression than any other time in U.S. history. I hope many people pay attention to the example set by Alex, and I delight in knowing that biz owners like Alex will always thrive!

Many blessings,
Nancy
http://www.affirmingspirit.com/blog AffirmingSpirit

Sarah, in sharing this great example in Alex, you just shared the basics that any business owner can employ to grow their business. So many businesses have fallen into the trap of being focused on the “WIIFM” (what’s in it for me), that they’ve completely forgotten that EVERY business is a SERVICE business. Even if you only offer products, you offer them as a service—and if you don’t appreciate your clients, they won’t appreciate you, either.

There are people who succeed regardless of the economic conditions. There were more millions created during the Great Depression than any other time in U.S. history. I hope many people pay attention to the example set by Alex, and I delight in knowing that biz owners like Alex will always thrive!

Many blessings,
Nancy
http://www.debevansce.wordpress.com/ Deb Evans

Sarah I LOVE your approach to life! Most would have posted a message about all they learned at BlogWorld but look what you walked away with. Thank you for sharing and reminding me how the small things in life make a big difference.
http://www.debevansce.wordpress.com Deb Evans

Sarah I LOVE your approach to life! Most would have posted a message about all they learned at BlogWorld but look what you walked away with. Thank you for sharing and reminding me how the small things in life make a big difference.
http://www.inneralignmentliving.com/ Marie Kirkland

This heartwarming real-life story is an example of of a person living on purpose and giving service from the heart. This kind of service is particularly welcomed when it is much easier to reach out a touch someone electronically or to not connect at all.

Thank you for sharing such a living example!

Peace and Joy,
Marie
http://www.inneralignmentliving.com Marie Kirkland

This heartwarming real-life story is an example of of a person living on purpose and giving service from the heart. This kind of service is particularly welcomed when it is much easier to reach out a touch someone electronically or to not connect at all.

Thank you for sharing such a living example!

Peace and Joy,
Marie
http://www.twitter.com/prsarahevans Sarah Evans

I want Alex’s contact info for the next time I’m in Vegas.
- Sarah Robinson
  
  You got it Sarah! Just ping me.
  
  (You know it’s funny because all these people are DMing me to ask if I like them enough to give them his info!)
http://www.twitter.com/prsarahevans Sarah Evans

I want Alex’s contact info for the next time I’m in Vegas.
- Sarah Robinson
  
  You got it Sarah! Just ping me.
  
  (You know it’s funny because all these people are DMing me to ask if I like them enough to give them his info!)
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