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Montana Freemason                                              January 2018                                 Volume 94   Number 1
                                Ducks Quack, Eagles Soar

                                               Q Quality of Service

       No  one  can  make  you  serve  customers  well  ….That’s  that he’d be happy to chat and tell him about some of the
     because great service is a choice.                    sights or, if Harvey preferred, to leave him with his own
       Harvey Mackay, tells a wonderful story about a cab driver
     that proved this point. He was waiting in line for a ride   ‘Tell me, Wally,’ Harvey asked, “‘have you always served
     at the airport when a cab pulled up, the fi rst thing Harvey  customers  like  this?”  ‘Wally  smiled  into  the  rearview
     noticed was that the taxi was polished to a bright shine.  mirror.  “‘No, not always. In fact, it’s only been in the last
                                                           two years. My fi rst fi ve years driving, I spent most of my
       Smartly dressed in a white shirt, black tie, and freshly  time complaining like all the rest of the cabbies do.”
     pressed black slacks, the cab driver jumped out and rounded
     the car to open the back passenger door for Harvey. (When   Then I heard the personal growth guru, Dr. Wayne Dyer,
     is the last time you saw that?)                       on  the  radio  one  day.  He  had  just  written  a  book  called
                                                           “You’ll See It When You Believe It.”
       He  handed  him  a  laminated  card  and  said:  I’m  Wally,   Dyer  said  that  if  you  get  up  in  the  morning  expecting
     your driver.  While I’m loading your bags in the trunk, I’d  to  have  a  bad  day,  you’ll  rarely  disappoint  yourself.  He
     like you to read my mission statement.                said, ‘Stop complaining! Diff erentiate yourself from your
       Taken aback, Harvey read the card. It said:
                                                             Don’t be a duck. Be an eagle
        Wally’s Mission Statement:  “To get my customers to
     their destination in the quickest, safest and cheapest way   Ducks quack and complain. Eagles soar above the crowd.’
     possible in a friendly environment.”…                 ‘That hit me right between the eyes,’ said Wally.

        This blew Harvey away, especially when he noticed that   ‘Dyer was really talking about me. I was always quacking
     the inside of the cab matched the outside. Spotlessly clean!  and complaining, so I decided to change my attitude and
     (Okay, that’s another fi rst).                         become an eagle.

       As he slid behind the wheel, Wally said, ‘Would you like   I    looked  around  at  the  other  cabs  and  their  drivers.
     a cup of coff ee’? I have a thermos of regular and one of  The cabs were dirty, the drivers were unfriendly, and the
     decaf.’                                               customers  were  unhappy.  So  I  decided  to  make  some
                                                           changes.  I  put  in  a  few  changes  at  a  time.  When  my
       I said jokingly,  “I’d prefer a soft drink.”  Wally smiled  customers responded well, I did.    ‘I take it that has paid off
     and said,                                             for you,’ Harvey said. ‘It sure has,’ Wally replied.

       “‘No problem. I have a cooler up front with regular and   ‘My  fi rst  year  as  an  eagle,  I  doubled  my  income  from
     Diet Coke, water and orange juice.”                   the previous year. This year I’ll probably quadruple it. You
                                                           were lucky to get me. I now get appointments on my cell
       Thinking, Harvey said, “I’ll take a Diet Coke.”     phone by messages on my answering machine. If I can’t
                                                           pick them up myself, I get a reliable cabbie friend to do it,
       Handing him his drink,  Wally said,  “If you’d like to read,  and I take a piece of the action. ‘Wally was phenomenal.”
     I have The Wall Street Journal, Time, Sports Illustrated and
     USA Today.”                                             He was running a limo service out of a Yellow Cab. I’ve
                                                           probably  told    that  story  to  more  than  fi fty  cab  drivers
       As they were pulling away, Wally handed Harvey another  over the years, and only two took the idea and ran with it.
     laminated card, ‘These are the stations I get and the music  Whenever I go to their cities, I give them a call. The rest of
     they play if you’d like to listen to the radio.’      the drivers quacked like ducks and told me all the reasons
                                                           they couldn’t do any of what I was suggesting. Wally, the
       And as if that weren’t enough, Wally told Harvey that he  Cab  Driver,  made  a  diff erent  choice.  He  decided  to  stop
     had the air conditioning on and asked if the temperature  quacking like the ducks and started soaring like the eagles.
     was comfortable for him.   Then he advised Harvey of his
     destination for that time of day.   He also let him know
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