“I knew you would come!”

“Trust is like an eraser; it gets smaller and smaller after every mistake.”

– Magazinebank.com

Of all the things a customer could say to their ‘coachman’ / driver / delivery person that would convey their trust, confidence and satisfaction in their driver’s dependability, the words … “I knew you would come!” … has got to be pretty high on the list.

The other day, I was fielding Lyft and Uber rides between 5 and 9 am before reporting to Meals on Wheels for my daily 10am-2pm service to 30 of their clients in the Oakland and Hayward areas … when for the first time since California’s Shelter at Home order has been in place, I got a lengthy (and lucrative) ride to Napa.

A Lyft driver doesn’t know where they are going until the rider is in your car, and you begin the trip. So when that big reveal was a 45 minute trip to Napa, I was at once both excited for the fare, but anxious because I knew this trip would now make me late for my time commitment to Meals on Wheels and my regular customers. So once I was en route and had a better feel for how late I’d be, I called the Meals on Wheels office and updated them.

The office was fine that I’d be about 45 minutes late, but that still left the 30 elderly customers I deliver to – who while they are not given set appointment times, come to expect you around the same time each day as a function of route regularity.

I knew they’d be waiting, so I hustled up to Napa and back … and then on the route to make up as much lost time as possible. Lord knows, I needed the exercise! I started off the conversation at each delivery stop with an apology and brief explanation of why I was a little late. Every body was gracious and understanding.

Then I arrived at Leola’s home … who politely allowed me to state my well rehearsed apology and excuse, before calmly and warmly saying; “Warren, I knew you would come.”

Well, knock me over with a feather.

My burden was lifted. Her words at once relieved and redeemed me. She knew she could count on me. She knew I’d get there. She knew I would do my best to overcome obstacles.

What a fine compliment to extend to your regular delivery driver. I thanked Leola and told her how her words calmed and restored me.

It was also a teachable moment for me. The Pandemic we are mutually navigating has so many people seeking to serve others for the greater good. I believe one positive by-product of our situation is the new eyes we are using to see and recognize the many service industry workers putting it on the line each day to make our lives better, and even possible.

Is there an opportunity to convey, “I knew you would come!” to someone serving you? If so, I’m fairly sure it will make their day.

Ride Confidently.