From the Chicago Dispatcher, November 2008
Taxicab Drivers Play an Important Role in Chicago's Tourism Industry
Taxi drivers are in a unique position in Chicago. Very few other residents have the opportunity to interact with such a variety of people in a variety of situations - investment bankers leaving the office at midnight, club-goers enjoying a night on the town, and tourists visiting from all parts of the world.
But with the reward of meeting such a vast array of people comes a great responsibility, particularly regarding visitors.
“Taxi drivers play a vital role in Chicago's tourism and convention industry,” said Tim Roby, President and CEO of the Chicago Convention & Tourism Bureau. “They're often the first people visitors meet when they arrive at the airport, and the last person they interact with before they depart.”
A memorable taxi experience can influence a visitor's impression of the city - sometimes, unfortunately, in a negative manner.
A recent visitor to Chicago planned to take a taxi from the Fairmont Hotel to O'Hare. Once he began driving, the driver told the visitor that, due to traffic, she wouldn't get to the airport in time for her flight - even though it wasn't for another three hours. Not knowing the highways and traffic congestion as well as a resident, she allowed her driver to drop her off at a CTA station instead.
Most Chicago residents would assume that leaving three hours early provides plenty of time to make a flight, even with terrible traffic. It seems that this driver took advantage of an unknowing and unprepared visitor.
“I hadn't planned to take the train or spend much time outdoors, so we didn't have coats to wear while waiting in the cold and wind for the train to O'Hare,” she said. “All of this left a very bad impression on me.”
This visitor's bad experience with one taxi driver might have a broader impact.
As the executive director of a writers' association, she is responsible for planning the annual convention for more than 2,000 attendees, which brings in about $2 million in revenue to the host city. Because of the terrible taxi experience that ended her otherwise enjoyable trip, she is reluctant to host the next convention in Chicago.
“It would be hard to convince me to bring a large group of members to a city with so many transportation problems,” she said.
The economic impact of just one bad ride can be staggering - one careless driver may have lost the City of Chicago a potential $2 million of revenue.
But taxi drivers also have the opportunity to single-handedly make a visitor's perception of Chicago a great one. Rose Horcher, Managing Director of Client Services at the Chicago Convention & Tourism Bureau, fondly recalls the cab driver who returned to the restaurant where he dropped her off to bring her the purse she left in his car. And this driver isn't alone. Stories abound of drivers who follow passengers down the street, yelling after them that they left their phone or wallet in the back seat.
The City of Chicago tries its best to make a good first impression on visitors. The “We're Glad You're Here” program welcomes visitors with signs at the airports, hotels, and major roadways. Efforts put forth by cab drivers go a long way in extending that positive message.
Drivers influence not just the impression that visitors have of the taxi service, but also their impression of the city. It is so important-for the taxi industry, the tourism industry and the city of Chicago-that taxi drivers choose to make a positive impression. Making a good impression on all visitors will lead to an increase in travelers visiting Chicago, which will lead to more revenue for both the city and its 7,000 taxis.
i read this story in the chicago dispatcher hard copy. it doesn't say who wrote it though. in any event we need to keep customers happy. the lady who had the bad experience doesn't even want to come to chicago again. even if she does come back i bet she will not take a cab. if a doorman offers her a limo you know she will take it. who's fault is that?
