“No one can make you serve customers well. That’s because great service is a choice.”
Years ago, my friend, told me 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 he 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 him.
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, he 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 him 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.”
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