I received the following by email from a friend today. This is not the first time I’ve come across “Ducks Quack, Eagles Soar”.  This is such a great read, I want to share it.

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 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!

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