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Author:ashwin kumar nallari
Management Consultant Soft Skills Trainer@Hyderabad
Management Consultant Soft Skills Trainer@Hyderabad
Dont be a duck..Be an eagle
Dont be a duck..Be an
eagle
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)
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.
Where Eagles Dare
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)
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.
Where Eagles Dare
Comment 1: By rajah r on 29th Jul 2008
tks this helped me..
Comment 2: By Kommur Krishna on 04th Jul 2008
it,s very nice and interesting and above all
these, if anybody read this story my advice to all
of you apply the basic theme of the story in real
life and inform to others.I am telling this to you
because it has worked for me.
Comment 3: By Archana Bapat on 19th Jun 2008
very inspiring..
Comment 4: By madhavi reddy on 18th Jun 2008
its really interesting and worth reading i would
appreciate if u invite me any of your lectures on
softskills as i am on the way of establishing
myself as a trainer in financial services in
hyderbad.
I wanted to learn a lot so that i can pass on these ideas to en number of people
with regards,
madhavi reddy
I wanted to learn a lot so that i can pass on these ideas to en number of people
with regards,
madhavi reddy
Comment 5: By jigar balani on 15th Jun 2008
again a good life funda
find me at :
jigarbalani.rediffiland.com
find me at :
jigarbalani.rediffiland.com
Comment 6: By Kamal Vadhar on 13th Jun 2008
HI Aswhin, It is a really really a good Management
lesson. WEll you have told many things in a story.
Keep posting more of this stuff.
Comment 7: By Rajananand Dhananjaya on 11th Jun 2008
very good stort except eagle seems wrong for the
anology, more like grip the day rather than the
day grip you or something!
Comment 8: By Shankar Bhattacharjee on 11th Jun 2008
Ashwin I fully agree, we mostly expect Government
or authority to do or to give, we keep on
expecting to receive, rarely to give. In work
place we expect our pay & perks to improve, it is
ok it should, but do we propose alongwith increase
in our contribution. It is true the better I
understand and contribute
Comment 9: By Mallik arjun on 11th Jun 2008
Hi Sir,
Thank you very much for your worth message through beatiful story.
Thank you very much for your worth message through beatiful story.
Comment 10: By Sujata Rajpal on 10th Jun 2008
We all want to change the world but forget that it
all begins from us. We just need to take care of
ourselves - our attitude and the way of addressing
issues.
http://sujatarajpal.blogspot.com/
http://sujatarajpal.blogspot.com/
Comment 11: By ashwin kumar nallari on 10th Jun 2008
Thank you Friends for your comments, Indians
believe in trust and truth. I would like to share
with you certain things.Point wise
1. The area where you stay , do you know who the President or Secy of your resident welfare association? Are they e-literate?
2. Do you know who your MLA /M.P.is ?
3. Did you vote ? do you have voter ID card ?
I need not change India , Can I change the way my colony people think , they Communicate ? Can I make my Muncipal Office accountable with the help of our RWA[Resident welfare association],Can I visit a Govt High school /Zilla Parishad school and change the attitude of those Govt School Teachers and create Career Awareness and Health Awareness for the young adolescents with a minor presentation.THINK
Yehi hai SATYAKAM , Kya Aap Kar Sakthe Hai? Its easy to blame everything on Govt and System.India is Changing . BELIEVE IN IT PAL, and do whatever little from your end but WET YOUR FEET do not be armchair critic and couch potato INDIAN.
Change begins with my soul first , Has it started ? SMILE Pal , you can, you will change YOUR INDIA.
SarveJanaSukhino Bavanto. JAI HIND . Proud to be an Indian.
Share this with all.
Regards
Ashwin
1. The area where you stay , do you know who the President or Secy of your resident welfare association? Are they e-literate?
2. Do you know who your MLA /M.P.is ?
3. Did you vote ? do you have voter ID card ?
I need not change India , Can I change the way my colony people think , they Communicate ? Can I make my Muncipal Office accountable with the help of our RWA[Resident welfare association],Can I visit a Govt High school /Zilla Parishad school and change the attitude of those Govt School Teachers and create Career Awareness and Health Awareness for the young adolescents with a minor presentation.THINK
Yehi hai SATYAKAM , Kya Aap Kar Sakthe Hai? Its easy to blame everything on Govt and System.India is Changing . BELIEVE IN IT PAL, and do whatever little from your end but WET YOUR FEET do not be armchair critic and couch potato INDIAN.
Change begins with my soul first , Has it started ? SMILE Pal , you can, you will change YOUR INDIA.
SarveJanaSukhino Bavanto. JAI HIND . Proud to be an Indian.
Share this with all.
Regards
Ashwin
Comment 12: By ashwin kumar nallari on 10th Jun 2008
Thank you Friends for your comments, Indians
believe in trust and truth. I would like to share
with you certain things.Point wise
1. The area where you stay , do you know who the President or Secy of your resident welfare association? Are they e-literate?
2. Do you know who your MLA /M.P.is ?
3. Did you vote ? do you have voter ID card ?
I need not change India , Can I change the way my colony people think , they Communicate ? Can I make my Muncipal Office accountable with the help of our RWA[Resident welfare association],Can I visit a Govt High school /Zilla Parishad school and change the attitude of those Govt School Teachers and create Career Awareness and Health Awareness for the young adolescents with a minor presentation.THINK
Yehi hai SATYAKAM , Kya Aap Kar Sakthe Hai? Its easy to blame everything on Govt and System.India is Changing . BELIEVE IN IT PAL, and do whatever little from your end but WET YOUR FEET do not be armchair critic and couch potato INDIAN.
Change begins with my soul first , Has it started ? SMILE Pal , you can, you will change YOUR INDIA.
SarveJanaSukhino Bavanto. JAI HIND . Proud to be an Indian.
Share this with all.
Regards
Ashwin
1. The area where you stay , do you know who the President or Secy of your resident welfare association? Are they e-literate?
2. Do you know who your MLA /M.P.is ?
3. Did you vote ? do you have voter ID card ?
I need not change India , Can I change the way my colony people think , they Communicate ? Can I make my Muncipal Office accountable with the help of our RWA[Resident welfare association],Can I visit a Govt High school /Zilla Parishad school and change the attitude of those Govt School Teachers and create Career Awareness and Health Awareness for the young adolescents with a minor presentation.THINK
Yehi hai SATYAKAM , Kya Aap Kar Sakthe Hai? Its easy to blame everything on Govt and System.India is Changing . BELIEVE IN IT PAL, and do whatever little from your end but WET YOUR FEET do not be armchair critic and couch potato INDIAN.
Change begins with my soul first , Has it started ? SMILE Pal , you can, you will change YOUR INDIA.
SarveJanaSukhino Bavanto. JAI HIND . Proud to be an Indian.
Share this with all.
Regards
Ashwin
Comment 13: By ANIK MITRA on 10th Jun 2008
Customer is the king..........
Comment 14: By Arun Samantray on 10th Jun 2008
Message is powerful.The very choice makes the
difference.
Comment 15: By Bhushan Ligade on 10th Jun 2008
A very good story
Comment 16: By Swaminath Adabala on 10th Jun 2008
Excellent story....... if only people had the
patience to test their methods like Wally, the
world would have been a different place and I am
sure, the trend is now catching on and in a few
years from now, we would see more Wally's than
now.
Comment 17: By vijay dixit on 09th Jun 2008
really it is very impressive story...i thnk this
story will chng me..i will try..thnks to share
this type of nice thngs...keep it up..
Comment 18: By LIBIL on 09th Jun 2008
NICE STORY...
Comment 19: By Christo Jacob on 09th Jun 2008
A very good story.
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