Driving Home the Culture of Honesty
I
accompanied a visiting friend from my apartment
in Singapore to a taxi waiting downstairs.
He climbed into the back seat and promptly sat on a
wallet left behind by the previous passenger.
My friend looked inside the wallet and found money,
credit cards and personal identification. I suggested
taking the wallet upstairs right away to call the owner.
The taxi driver allowed me to copy down the necessary
information…but he wouldn’t let the wallet
out of his sight.
He did not speak English well, but he made his message
very clear. ‘My duty,’ he gestured to explain.
‘She left wallet in my taxi. I must report to
company right away. Then I must return the wallet!’
This culture of honesty and personal responsibility
deserves an honorable mention. Every year Singapore
taxi drivers return hundreds of books, wallets and packages
accidentally left behind by passengers.
The drivers consider it a matter of honor to return
the items in person. Taxi companies consider it a commendable
action and duly note the deed in a driver’s permanent
record.
Bravo for the culture surrounding, and supporting, the
taxi drivers of Singapore.
Key
Learning Point
When a culture is
strong and supported, individual behavior naturally aligns
with the intention and commitment of the group.
Action Steps
What can you do
to promote a strong culture? What actions should you take,
and what traditions should you reinforce, to strengthen
your culture and your values?
Next Article in Customer Service Culture >>
The Police Debates
First Article in Customer Service Education >>
Education is the Star at Starbucks
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