Ducks Quack, Eagles Soar

Great customer support will situate a company in a division by itself. But, a desire to supply impressive customer service is not something with which we're born. It’s the option we make. The following story is one that you might have heard already, but it bears repeating.
Harvey Mackay, a well-known novelist and motivational lecturer, tells the superb story about a cab driver, who proved this point. Harvey was waiting in line for a ride at the airport. When a taxicab pulled up, the original detail Harvey noticed was that the taxi was polished to a brilliant shine. Tidily dressed with a white shirt, black tie, and newly pressed black slacks, the taxi driver jumped out and rounded the car in order to open the back passenger door for Harvey. He handed Harvey a laminated card and said, “I’m Wally, your driver. While I am loading your luggage within the trunk I’d like you to scan my mission statement.” Taken aback, Harvey examined the card. It read: Wally’s Mission Statement: ‘Get my customers to their destination in the quickest, safest, and cheapest way possible in a friendly environment,’
This blew Harvey away … mainly as soon as he noticed that the inside of the taxi matched the exterior. Impeccably clean!
As he slid behind the wheel, Wally asked, “Would you like a cup of coffee? I’ve a thermos of regular and one of decaf.” Harvey said in jest, “No, I’d prefer a soft drink.” Wally smiled and said, “No problem. I’ve a cooler up front with regular and diet Coke, water and orange juice.”
Caught by means of surprise, 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 ended up pulling away, Wally gave Harvey another plastic-coated card. “These are the stations I get and the music they play, if you’d like to listen to the radio.” Furthermore, as if that weren’t enough, Wally stated to Harvey that he had the air conditioning on and inquired if the temperature was comfy for him. After that he advised Harvey on the best direction to his destination for this time of day. He also let him be aware that he would be content to chat and divulge him about several of the sights or else, if Harvey favored, to leave him in his personal thoughts.
“Tell me, Wally,” Harvey inquired the driver, “Have you always served customers like this?”
Wally smiled into the rear-view mirror. “No, not forever. In fact, it’s only been in the last two years. My former 5 years driving, I exhausted a large amount of my time crabby reminiscent of all the remainder of the cabbies do. Subsequently I heard over the radio one day that if you get up in the morning expecting to have a unpleasant day, you’ll infrequently 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 over the crowd.’
“That struck me precisely between the eyes,” said Wally. “That was certainly talking regarding me. I was continually quacking and grouchy, thus I decided to modify my mind-set and grow to be an eagle. I looked around at the other cabs and their drivers. The cabs were dirty; the drivers were unfriendly; and the visitors were unhappy. As a result I determined to make a few modifications. I put in a few at a time. When my users responded agreeably, I did more.”
“I take it that has paid off for you,” Harvey said.
“It positively has,” Wally replied. “My first year as an eagle, I doubled my profits from the earlier year. This year I’ll possibly quadruple it. You ended up being fortunate to get me today. I don’t sit at cabstands anymore. My prospects request me for appointments on my cellular phone or leave a message on my answering machine. If I cannot pick the person up myself, I find a reliable cabbie ally to execute it, and I take a piece of the action.” Wally was extraordinary. He was managing a limo business out of a Yellow Cab.
Harvey most likely shared that account with over 50 taxicab drivers over the years, and just two got the idea and ran with it. At any time he goes to their metropolitan areas, he gives them a call. The remainder of the drivers quacked like ducks and shared with him all the causes they couldn’t achieve any of what he suggested. Wally the taxicab driver made a distinctive choice. He decided to stop quacking like a duck and initiated soaring reminiscent of an eagle.
How about us?  How do we accomplish it? Absolutely the way Wally did … as a result of going the further mile:
• At all times set your best foot forward: Be neat, clean, and well groomed. Have breath that smells fresher than home-made cookies. Exhibit a grand beam and show individual warmth.
• Take time to get acquainted: Demonstrate to your lead by expression and/or mind-set that you understand them opening the customers' residence to you. Be welcoming, but not familiar. Don’t rush the person. Take as long as they require to acquire comfy with you before you move with your sales presentation.
• Remain knowledgeable: Be familiar with the Company. Recognize the products, and all the time make certain the business you recommend is the greatest fit for the prospect. By no means advertise a policy just to create a sale.
• Be free when your customer has a claim: Obtain a personal interest. Make sure the claim is carried out promptly and smoothly and give any assistance considered necessary. Treat them like your own mom and dad.
• Keep in contact: Send out birthday cards, holiday cards, etc., to purchasers so they identify throughout the year that you appreciate them. Acknowledge weddings, recent babies, graduations, funerals, and other family events. Let them recognize their families are important to you too. Make them feel exceptional at every chance.
We can all catch a example from Wally! Take into account, ducks quack, but eagles soar.