Thursday, December 11, 2008

This is a long read, but well worth it in my opinion

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 me 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.'

I 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 me 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,' Harvey 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!

Galatians 6:7-10 ...God cannot be mocked. A man reaps what he sows. The one who sows to please his flesh, from that flesh will reap destruction; the one who sows to please the Spirit, from the Spirit will reap eternal life. Let us not become weary in doing good, for at the proper time we will reap a harvest if we do not give up...let us do good to all people, especially to those who belong to the family of believers.


Anonymous said...

Wishing you and yours much love, peace, and happiness!

Gramma Ann said...

That is so true, what a pleasant man he turned out to be. And just a little smile here and there, a pleasant personality and what a difference it made.

When our son and daughter-in-law traveled to Jamaica a few years ago, they asked if there was a cab driver of the same religion as they are and sure enough there was, and they requested he look after them and he did and they had a wonderful time with him.

Twisted Fencepost said...

What an interesting story.
I work with a man who quacks, and he seems to get everyone else quacking.
I try to stay away from him.
My cheerful responses usually shut him up though.

lv2scpbk said...

Nice blog. I couldn't post on yours before but now can. Not sure why, this was several months ago. Anyway, I like your Funny Signs post too.

Renie Burghardt said...

What an inspirational story, with a great message. Thank you for sharing it.

Have a good night, Patty.


Pat - An Arkansas Stamper said...

Good story. Although I've never heard Wayne Dyer speak, I have found much that is good and helpful in his books and am glad that the author was mentioned in this story.

mommanator said...

More would take taxi's if treated like Wally. I sure hope I am and eagle not a quacker!

Priyanka Khot said...

it was just the kind of thing that i needed to read at the beginning of a long day of too much work...

after reading your post today, I suddenly don't feel bogged down by the work load...

Thanks a ton for helping me soar like an Eagle... :-D

Nancy said...

What a wonderful story!!! We should all make it our goal to be an eagle! I quack at times, but no one listens...just the cats! LOL This was really an inspiring lesson if we know enough to grasp the lesson and run with it!

(((((( HUGS ))))))