The following message was in my e-mail's in-box this morning. I don't know the origin, but felt it worthy to be reprinted. Hope you enjoy. There is an important message if we take heed.
(Edited 11/11/08 to change the title.)
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!
Reprinted by Pat Starnes, McIntosh and Assoc., LLC
Written and Published by Pat Starnes REALTOR
Pat Starnes, a Realtor since 1988, specializes in Mississippi Residential Real Estate and can assist you with buying or selling in the Jackson MS Metro area.
Areas of service: Brandon, Pearl, Ridgeland, and the Ross Barnett Reservoir area
Search all available homes in the Jackson MS MLS
Pat Starnes, Broker; Pat Starnes Real Estate, 300 Castlewoods Blvd., Brandon, MS 39047; 601-278-4513 - Cell
Pat - I love this story! Thanks for bringing it back into view today! Service .. You know it and feel it when you're on the receiving end - and what it says to me is "This person cares! This person made my day!"
I have raised ducks for years. I assure you that they are hard to miss identify.
Now, that is one great story... having spent last weekend in a cab (or so it seemed), I can tell you that the cab drivers who had a positive attitude, were engaging or offered assistance or advice certainly made more in tips.
Hi Pat, Your story is priceless. I have read all the books that Wayne Dyer has written. HE IS PHENOMENAL! If you haven't read any of them you must. My favorites are Your Erroneous Zones and Pulling Your Own Strings (I have read that one probably 20 times in my life). Thanks so much for the great post!
Hey Pat! Godo stuff...That reminded me of another similar story...The Chicken and the Eagle!
Once upon a time, there was a large mountainside, where an eagle's nest rested. The eagle's nest contained four large eagle eggs. One day an earthquake rocked the mountain causing one of the eggs to roll down the mountain, to a chicken farm, located in the valley below. The chickens knew that they must protect and care for the eagle's egg, so an old hen volunteered to nurture and raise the large egg.
One day, the egg hatched and a beautiful eagle was born. Sadly, however, the eagle was raised to be a chicken. Soon, the eagle believed he was nothing more than a chicken. The eagle loved his home and family, but his spirit cried out for more. While playing a game on the farm one day, the eagle looked to the skies above and noticed a group of mighty eagles soaring in the skies. "Oh," the eagle cried, "I wish I could soar like those birds." The chickens roared with laughter, "You cannot soar with those birds. You are a chicken and chickens do not soar."
The eagle continued staring, at his real family up above, dreaming that he could be with them. Each time the eagle would let his dreams be known, he was told it couldn't be done. That is what the eagle learned to believe. The eagle, after time, stopped dreaming and continued to live his life like a chicken. Finally, after a long life as a chicken, the eagle passed away. The moral of the story: You become what you believe you are; so if you ever dream to become an eagle follow your dreams, not the words of a chicken.
How often do we let ourselves be defined by other people, we let them determine our self worth whether we realize it or not. In order to live your full potential you must first believe you were born to be more than you are, you must believe it with such conviction that you follow your dream no matter how often you may be ridiculed or how often you stumble. For it is in the act of following ones dreams that your potential will be realized.
The worst thing that could happen in life is to wake up one day and realize too late that we have been held back from our dreams because we were too afraid to lift ourselves out of the chicken pen and from the small thinking people whilst they may mean well can only see possibilities through their limitations and not from your possibilities.
Question is, do you think you are a good agent? If you think you are a good agent, then you are, if you don't think you are then you're not!! Henry Ford said, "Whether you think you can, or whether you think you can't, you're right!" Always keep the positives in your life and push away the negatives and you will always rise to the top!
~Jess