Customer service............

No one can make you serve customers well. That's because great service
is a choice.

Years ago, my friend, Harvey Mackay, told me 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 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.

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.

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?

 

Hi Meena
Thanks for you compliment. Yes it really looks like a coincident I haven't read this book will surely try and get it as u have showed so much of love for this book in here. I think you can even add this in Joy of reading by Kamalji and there are many readers there. You have done a great job adding it here.
Thanks for sharing...........