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DUCKS QUACK, EAGLES
SOAR
No one can make you serve
customers
well.....that's because great service is a choice. Harvey
Mackay,
tells a wonderful story about a cab driver that proved this
point.
He was waiting in line for a ride at the airport.
When a
cab pulled up, the first thing Harvey noticed was that the taxi
was
polished to a bright shine. Smartly dressed in a white shirt,
black tie,
and freshly pressed black slacks, the cab driver jumped out and
rounded
the car to open the back passenger door for Harvey .
He
handed my
friend a laminated card and said: 'I'm Wally, your driver.
While
I'm
loading your bags in the trunk I'd like you to read my mission
statement.'
Taken aback, Harvey read the card.. It said:
Wally's
Mission Statement:
To get my customers to their destination
in the
quickest, safest and cheapest way possible in a friendly
environment...
This blew Harvey away. Especially when he
noticed
that the inside of the cab matched the outside. Spotlessly
clean!
As he slid behind the wheel, Wally said, 'Would
you like a
cup of coffee?
I have a thermos of regular and one of decaf.'
My
friend said jokingly, 'No, I'd prefer a soft drink.' Wally
smiled and
said, 'No problem. I have a cooler up front with regular and
Diet Coke,
water and orange juice...'
Almost stuttering, Harvey said,
'I'll take
a Diet Coke.'
Handing him his drink, Wally said, 'If
you'd like
something to read, I have The Wall Street Journal, Time, Sports
Illustrated and USA Today.'
As they were pulling away,
Wally
handed my friend another laminated card, 'These are the stations
I get
and the music they play, if you'd like to listen to the
radio.'
And as if that weren't enough, Wally told Harvey
that he
had the air conditioning on and asked if the temperature was
comfortable
for him.
Then he advised Harvey of the best route to his
destination
for that time of day. He also let him know that he'd be happy to
chat
and tell him about some of the sights or, if Harvey preferred,
to leave
him with his own thoughts.
'Tell me, Wally,' my amazed
friend
asked the driver, 'have you always served customers like
this?'
Wally smiled into the rear view mirror. 'No, not
always..
In fact, it's only been in the last two years.. My first five
years
driving, I spent most of my time complaining like all the rest
of the
cabbies do. Then I heard the personal growth guru, Wayne Dyer,
on the
radio one day.
He had just written a book called You'll
See It
When You Believe It. Dyer said that if you get up in the morning
expecting to have a bad day, you'll rarely disappoint yourself.
He said,
'Stop complaining!
Differentiate yourself from your
competition.
Don't be a duck. Be an eagle. Ducks quack and complain. Eagles
soar
above the crowd..'
'That hit me right between the eyes,'
said
Wally. 'Dyer was really talking about me. I was always quacking
and
complaining, so I decided to change my attitude and become an
eagle. I
looked around at the other cabs and their drivers. The cabs were
dirty,
the drivers were unfriendly, and the customers were unhappy. So I
decided to make some changes. I put in a few at a time. When my
customers responded well, I did more.'
'I take it that
has paid
off for you,' Harvey said.
'It sure has,' Wally replied.
'My
first year as an eagle, I doubled my income from the previous
year. This
year I'll probably quadruple it. You were lucky to get me today.
I don't
sit at cabstands anymore. My customers call me for appointments
on my
cell phone or leave a message on my answering machine. If I
can't pick
them up myself, I get a reliable cabbie friend to do it and I
take a
piece of the action.'
Wally was phenomenal. He was
running a limo
service out of a Yellow Cab.
I've probably told that story to
more
than fifty cab drivers over the years, and only two took the
idea and
ran with it. Whenever I go to their cities, I give them a call.
The rest
of the drivers quacked like ducks and told me all the reasons
they
couldn't do any of what I was suggesting..
Wally the Cab
Driver
made a different choice. He decided to stop quacking like ducks
and
start soaring like eagles.
How about us? Smile, and the
whole world smiles with you... The ball is in our hands! Let us
do
good to all people.
Ducks Quack, Eagles Soar.
Have
a nice
day.
"Life isn't about waiting for the storm to pass. It's
about
learning to dance in the rain."
And while in the storm, give
it to
God and let Him handle
it.
my thanks to jp----oldbiker
SOAR
No one can make you serve
customers
well.....that's because great service is a choice. Harvey
Mackay,
tells a wonderful story about a cab driver that proved this
point.
He was waiting in line for a ride at the airport.
When a
cab pulled up, the first thing Harvey noticed was that the taxi
was
polished to a bright shine. Smartly dressed in a white shirt,
black tie,
and freshly pressed black slacks, the cab driver jumped out and
rounded
the car to open the back passenger door for Harvey .
He
handed my
friend a laminated card and said: 'I'm Wally, your driver.
While
I'm
loading your bags in the trunk I'd like you to read my mission
statement.'
Taken aback, Harvey read the card.. It said:
Wally's
Mission Statement:
To get my customers to their destination
in the
quickest, safest and cheapest way possible in a friendly
environment...
This blew Harvey away. Especially when he
noticed
that the inside of the cab matched the outside. Spotlessly
clean!
As he slid behind the wheel, Wally said, 'Would
you like a
cup of coffee?
I have a thermos of regular and one of decaf.'
My
friend said jokingly, 'No, I'd prefer a soft drink.' Wally
smiled and
said, 'No problem. I have a cooler up front with regular and
Diet Coke,
water and orange juice...'
Almost stuttering, Harvey said,
'I'll take
a Diet Coke.'
Handing him his drink, Wally said, 'If
you'd like
something to read, I have The Wall Street Journal, Time, Sports
Illustrated and USA Today.'
As they were pulling away,
Wally
handed my friend another laminated card, 'These are the stations
I get
and the music they play, if you'd like to listen to the
radio.'
And as if that weren't enough, Wally told Harvey
that he
had the air conditioning on and asked if the temperature was
comfortable
for him.
Then he advised Harvey of the best route to his
destination
for that time of day. He also let him know that he'd be happy to
chat
and tell him about some of the sights or, if Harvey preferred,
to leave
him with his own thoughts.
'Tell me, Wally,' my amazed
friend
asked the driver, 'have you always served customers like
this?'
Wally smiled into the rear view mirror. 'No, not
always..
In fact, it's only been in the last two years.. My first five
years
driving, I spent most of my time complaining like all the rest
of the
cabbies do. Then I heard the personal growth guru, Wayne Dyer,
on the
radio one day.
He had just written a book called You'll
See It
When You Believe It. Dyer said that if you get up in the morning
expecting to have a bad day, you'll rarely disappoint yourself.
He said,
'Stop complaining!
Differentiate yourself from your
competition.
Don't be a duck. Be an eagle. Ducks quack and complain. Eagles
soar
above the crowd..'
'That hit me right between the eyes,'
said
Wally. 'Dyer was really talking about me. I was always quacking
and
complaining, so I decided to change my attitude and become an
eagle. I
looked around at the other cabs and their drivers. The cabs were
dirty,
the drivers were unfriendly, and the customers were unhappy. So I
decided to make some changes. I put in a few at a time. When my
customers responded well, I did more.'
'I take it that
has paid
off for you,' Harvey said.
'It sure has,' Wally replied.
'My
first year as an eagle, I doubled my income from the previous
year. This
year I'll probably quadruple it. You were lucky to get me today.
I don't
sit at cabstands anymore. My customers call me for appointments
on my
cell phone or leave a message on my answering machine. If I
can't pick
them up myself, I get a reliable cabbie friend to do it and I
take a
piece of the action.'
Wally was phenomenal. He was
running a limo
service out of a Yellow Cab.
I've probably told that story to
more
than fifty cab drivers over the years, and only two took the
idea and
ran with it. Whenever I go to their cities, I give them a call.
The rest
of the drivers quacked like ducks and told me all the reasons
they
couldn't do any of what I was suggesting..
Wally the Cab
Driver
made a different choice. He decided to stop quacking like ducks
and
start soaring like eagles.
How about us? Smile, and the
whole world smiles with you... The ball is in our hands! Let us
do
good to all people.
Ducks Quack, Eagles Soar.
Have
a nice
day.
"Life isn't about waiting for the storm to pass. It's
about
learning to dance in the rain."
And while in the storm, give
it to
God and let Him handle
it.
my thanks to jp----oldbiker
