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!

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 rear view 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.

Wally the Cab Driver made a different choice. He decided to stop quacking like ducks and start soaring like eagles.

How about us?

The Sharks took the lead in the first when shortstop David Espinosa knocked a leadoff triple and scored on a fielder's choice by outfielder Nic Jackson. Jackson later scored on a single by first baseman Ron Davenport to make it 2-0.Up 2-1 in the bottom of the second, the Sharks strung three consecutive hits together to open the frame. Catcher Cody Collet knocked in the first run with a single to left. Espinosa whacked an RBI groundout to put the Sharks up 4-1.

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I have a friend who must be the sweetest, shyest person in the world. His name is brittle and ancient (Luke), his age modestly intermediate (forty). He is rather short and skinny, has a thin moustache and even thinner hair on his head. Since his vision is not perfect, he wears glasses: they are small, round and frame-less.

In order not to inconvenience anyone, he always walks sideways. Instead of saying 'Excuse me', he prefers to glide by one side. If the gap is so narrow that it will not allow him to pass, Luke waits patiently until the obstruction -- be it animate or inanimate, rational or irrational -- moves by itself. Stray dogs and cats panic him, and in order to avoid them he constantly crosses from one side to of the road to another.
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He speaks with a very thin, subtle voice, so inaudible that it is hard to tell if he is speaking at all. He has never interrupted anybody. On the other hand, he can never manage more than two words without somebody interrupting him. This does not seem to irritate him; in fact, he actually appears happy to have been able to utter those two words.
My friend Luke has been married for years. His wife is a thin, choleric, nervous woman who, as well as having an unbearably shrill voice, strong lungs, a finely drawn nose and a viperous tongue suffers from an uncontrollable temper and the personality of a lion tamer. Luke -- you have to wonder how -- has succeeded in producing a child named (by his mother) Juan Manuel. He is tall, blond, intelligent, distrustful, sarcastic and has a fringe. It is not entirely true that he only obeys his mother. However, the two of them have always agreed that Luke has little to offer the world and therefore choose to ignore his scarce and rarely expressed opinions.

Luke is the oldest and the least important employee of a dismal company that imports cloth. It operates out of a very dark building with black-stained wooden floors situated in Alsina street. The owner -- I know him personally -- is called don Aqueróntido -- I don't know whether that is his first name or his surname -- and he has a ferocious moustache, is bald and has a thunderous voice. He is also violent and greedy. My friend Luke goes to work dressed all in black, wearing a very old suit that shines from age. He only owns one shirt -- the one he wore for the first time on the day of his marriage -- and it has an anachronistic plastic collar. He also only owns one tie, so frayed and greasy that it looks more like a shoelace. Unable to bear the disapproving looks of don Aqueróntido, Luke, unlike his colleagues, does not dare work without his jacket on and in order to keep this jacket in good condition he wears a pair of grey sleeve-protectors. His salary is ludicrously low, but he still stays behind in the office every day and works for another three or four hours: the tasks don Aqueróntido gives him are so huge that he has no wow gold chance of accomplishing them within normal hours. Now, just after the don Aqueróntido cut his salary yet again, his wife has decided that Juan Manuel must not do his secondary studies in a state school. She has chosen to put his name down for a very costly institution in the Belgrano area. In view of the extortionate outlay this involves, Luke has stopped buying his newspaper and (an even greater sacrifice) The Reader's Digest, his two favourite publications. The last article he managed to read in the Reader's Digest explained how husbands should repress their own overwhelming personality in order to make room for the actualisation of the rest of the family group.