Overheard: Shuttle van driver has the best customer feedback

"Two years I was driving that shuttle — a Toyota Sienna. We piled this thing up in the morning because we had to drive as many people as we could fit in there. What do you think I as a driver would hear? You want to talk about CSI?! I have every customer in the car, and I'm driving, and I'm shutting up. I'm hearing every possible complaint. 'Oh, my God, the phone system is so terrible,' 'I'm fed up,' 'My next car is not going to be here.' [It was] the best place to get feedback. Why is the shuttle driver not in the [service department] scrums? Who else than this person that is literally sitting in this chaotic situation? You don't even need a [customer] survey." — Shawn Armorer, speaking about his days driving the courtesy shuttle at a Toyota dealership, on "The Wrench Turner's Podcast" hosted by Joshua Taylor. Armorer is founder of business development center coaching firm BDC Alchemy,