I traveled recently to attend an industry conference. My flight was delayed for four hours, which didn't put me in a particularly good mood when I arrived at the destination airport. Things got worse, however, when I tried to get a cab ride to my hotel.

There were two taxis waiting at the cab line. By this time it was almost midnight, and there were no other customers in sight. I thought they'd be glad to see some business headed their way. When I told them that I was going to a hotel that's only a couple of miles away, they didn't look too pleased.

"There's a free shuttle bus that will take you to the hotel," one of them said, pointing in the direction of a bus waiting in the parking lot.

I asked him if that was the bus that goes to the hotel. He said no. I told him that I didn't want to wait for the next shuttle and wanted to get a ride. "Would you mind?" I asked.

Surprisingly, he said, "Yes, I mind. I've had four short rides today. Two were for $6 and the others were for $7. But I guess I have no choice."

So, Mr. Surly drove me to the hotel. He did ask me how I was doing. I told him that I spent four hours waiting at the airport and wanted to get to the hotel as quickly as possible, hoping to defuse his annoyance. He didn't respond.

When I got to the hotel, I gave him what I thought was the correct amount. It was the fare plus a 25 percent tip. I guess I was wrong. All I got from him was a glare — a cold, nasty one.

This wasn't a great way to kick off a business trip. I didn't think I had done anything wrong but came away feeling like I had.

I retell this story to again emphasize the importance of customer service. School bus drivers set the tone for the day when they pick up and drop off their passengers in the morning. I know there are very few drivers who would treat their passengers with anger and annoyance, but my short, unpleasant cab ride sure drove home the importance of a pleasant manner. It really makes a huge difference.

Thanks for listening.

Steve