Why Value Added Service Matters & an Eco Tour of Catalina
The new driver went over and beyond to make our trip extra special since we had to wait a few hours. He took us to places he doesn't usually go, made sure that we got airport cookies (a "thing" in Catalina) even though the staff already clocked out to catch a ride down the hill (and so gave them to us for free), and generally made it an interesting trip. Value added service mattered!