GREAT SERVICE IS A CHOICE- Excerpt from Harvey Mackay about a cab driver
Harvey was waiting in line for a ride at the Airport. When a cab pulled up, the first thing he 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.”
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 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.
“Tell me, Wally,” Harvey asked the driver, “haveyou 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 of 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 said, ‘Stop complaining! Differentiate yourself from your competitors.“Don’t be a duck;Ducks quack and complain. Be an Eagle; 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 andbecome an Eagle.The other 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.
· Wally the Cab Driver made a different choice. He decided to stop quacking like ducksand start soaring like Eagles.
No one ever attains very eminent success by simply doing what is required of him; it is the amount and excellence of what is over and above the required that determines the greatness of ultimate distinction.
Think about this: “The man who does more than he is paid for will soon be paid for more than he do