"Poor" Service...That I Loved!

Just returned from a business trip in Curacao, an island just north of Venezuela (yep, business!) I had taken a taxi/bus into the downtown area (they essentially pick up people as they pass them along a particular route) to videotape some vlog entries, and was returning back to the resort where I was staying.

As I entered the taxi/bus, the driver asked me in (very) broken English if I had been to Curacao before and whether or not I was in a hurry (I was obviously not a local). I said (in irreparably broken Spanish) yes - many years ago - and not really. This was not surprising, as anyone who has been to a Caribbean island understands the "island time", go-with-the-flow mentality - which I personally appreciate as part of enjoying their culture.

This is where the story gets interesting.

Rather than traveling the typical direct route from the town center to my resort, she deviated wildly. Among her SIDE trips - waaay off the route:

picked up her daughter from school
picked up her sister from the grocery store
picked up her son from school
dropped off her sister at her house
stopped at a gas station to say "hi" to a friend (30 seconds)
picked up a family member

All the while, the driver would comment to me about different things she was driving by. After the above-listed stops (45 minutes into what should be a 10 minute trip), I started to wonder if I had miscommunicated my destination...and then it hit me:

I didn't care.

I was loving the exclusive experience that I was having. I was enjoying seeing things that are very much "off the radar" for anyone visiting the island, and soaking in the real culture of these people - my primary passion when it comes to travel.

What some would consider "bad" service" was actually one of the highlights of my visit there.

Interestingly, about the time I was wondering about what was going on, I unconsciously glanced at my watch and she immediately proceeded to drive directly to my resort. Her keen attention to my non-verbals (and broken "verbals") allowed her to gauge my enjoyment of the experience in real time, and adapt accordingly.

She only asked for the standard rate for the original trip (just US$2.00) and I more than doubled it for (an unheard of) tip.

I think if we all could gain quite a bit by following her example. Focusing on customizing every experience will always set you apart from the competition - and pay off nicely.

Next time I'm in Curacao, you can bet I'll be looking for this taxi driver again!

Think about it...but more importantly, do something about it - today!