The other day I had an interesting experience while on the way to a doctor's appointment.
I called the usual car service I use when I need to get somewhere fast. Unfortunately, it took longer than ususal for them to get to my house. I knew something was up - must be short-staffed or something.
Fifteen minutes later, a car pulls up - not the usual Lincoln Town Car familiar to many car service users - but a blue Honda. The driver rolled down his window and identified himself as the car service I called. Turns out he was the boss - he showed me his business card and the dispatcher confirmed his name/title as well.
Since he was low on drivers that day, he decided to "help out" as he put it; to become a "hands-on boss not ashamed to get his hands dirty."
I found the experience to be pretty refreshing - and very smart. As the head of the company, why should he lose a fare? It's better to keep a satisfied customer, not to mention building a rapport by meeting the customer face-to-face. He also said I should mention his name any time I call to ensure quick service.
I'll definitely be doing that the next time I call.