Are you a duck, or an Eagle?

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 re ad the card. It said: Wally’s MissionSta ement: 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 andU 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
airconditioning 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! A man reaps what he sows. 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.

This is a wonderful lesson that everyone should follow. Even on a dark,
cloudy day, wake up and say “What a beautiful day”

Ducks Quack, Eagles Soar!

Have a nice day, unless you already have other plans…

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