Last week was the Wizard Academy reunion in Austin, Texas and the grand opening of the new
campus. It was a very exciting weekend. By far the best customer experience we enjoyed was
from Maurice, the bus driver.
His bus transported us from the rental car return to the terminal in Houston Texas...
and it was
exceptional. What could be exceptional about a bus, you ask? First, it was how he welcomed us
on to the bus, hustling to lift and stow our luggage, smiling at everyone, showing energy in a job
that others perform with drone like boredom at airports all over the world.
Next, it was the totally unexpected announcement that really wowed us. “Welcome to the
Houston Airport shuttle. My name is Maurice and it’s my pleasure to welcome you to this area.”
This is pretty unusual on airport shuttles, but not unheard of. He then continued with a pleasant
commentary on the Houston area, all with a sparkle of humour and pride. He did more for
Houston tourism in two minutes than I’ve seen in twenty years from anywhere else.
So the next time you’re in Houston on a shuttle from the rental car facility to the airport, look for
Maurice’s special wagon. You ‘ll have a bus full of smiling people just like we did, and you’ll
wonder o yourself, why doesn’t this happen more often? It would sure take some of the
monotony out of travelling. You Go Maurice!!!!