On Thu, Jul 24, 2008 at 1:51 PM, nandish rao <nandishr...@gmail.com> wrote:
> No one can make you serve customers well. That`s because great service is a
> choice.

> Years ago, Harvey Mackay, (Business Motivational Speaker & Inspirational
> Quotes - Harvey Mackay <http://www.harveymackay.com/>)
> told 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 him 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.`

> Harvey 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 him 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 rearview 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.
> Harvey probably told that story to more than fifty cab drivers over the
> years, and only two took the idea and ran with it. Whenever
> Harvey went to their cities, he would give them a call. The rest of the
> drivers quacked like ducks and told him all the reasons they couldn`t do any
> of what he was suggesting.

> Johnny the Bagger and Wally the Cab Driver made a different choice.
> They decided to stop quacking like ducks and start soaring like eagles.

> How about you? Apply it in your own businesses and homes and see the change
> around you.