Ducks Quack, Eagles Soar
Ducks Quack, Eagles Soar
Ducks Quack, Eagles Soar
Impressive customer service can position a business within a class by itself. However, the drive to offer magnificent customer support isn't something in which we are born. It is an option we make. The subsequent story is one that you might have heard previously, but it bears repeating.
Harvey Mackay, the well-known novelist and motivational orator, tells a superb account regarding a taxi driver, who demonstrated this aspect. Harvey was waiting in line designed for a ride on the air port. Whenever a taxicab pulled ahead, the initial thing Harvey noticed was that the taxi was polished to a dazzling shine. Stylishly dressed in a white shirt, black tie, and newly pressed black slacks, the cab driver jumped out and rounded the vehicle to open the rear passenger door for Harvey. He gave Harvey a plastic-coated card and said, "I'm Wally, your driver. While I'm loading your bags in the trunk I would like you to read my mission statement." Greatly surprised, Harvey read the card. It read: Wally's Mission Statement: To get my customers to their destination within the quickest, safest, and cheapest way possible in a friendly environment,'
This blew Harvey away in particular when he observed that the inside of the taxicab matched the external. Impeccably clean!
As he slid behind the steering wheel, Wally said, "Would you like a cup of coffee? I have a thermos of regular and one of decaf." Harvey said as a joke, "No, I'd prefer a soft drink." Wally smiled and then said, "No problem. I have a cooler up front with regular and diet Coke, water and orange juice."
Caught by flabbergast, 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 Harvey another laminated card. "These are the stations I get and the music they play, if you'd like to listen to the radio." Next, as if that weren't enough, Wally told Harvey that he had the air conditioning turned on and asked if the temperature was comfy for him. At that moment he advised Harvey of the best route to his destination for this point of day. He additionally let him be aware that he'd be delighted to chat and tell him about various of the sights or else, if Harvey favored, to leave him in his particular thoughts.
"Tell me, Wally," Harvey inquired the driver, "Have you always served customers like this?"
Wally smiled into the rear-view mirror. "No, not always. As a matter of truth, it's just been in the previous 2 years. My first 5 years driving, I exhausted the largest part of my time crabby akin to all the rest of the cabbies do. Then I noticed on the radio one day that if you get up in the morning expecting to have a horrific day, you will not often 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 directly between the eyes," said Wally. "That was in truth talking regarding me. I was continuously quacking and difficult, thus I decided to modify my standpoint and become an eagle. I looked all-around at the other cabs and their drivers. The cabs were dirty; the drivers were unfriendly; and the customers were unhappy. Accordingly I decided to prepare several improvements. I put in a few at a time. When my clients responded well, I did more."
"I take it that has paid off for you," Harvey said.
"It certainly has," Wally replied. "My first year as an eagle, I doubled my takings from the previous year. This time I'll in all probability quadruple it. You ended up being lucky to get me today. I do not sit at cabstands anymore. My purchasers call me for appointments on my cellphone or leave a message on my answering machine. If I cannot collect the person up myself, I find a consistent cabbie friend to do it, and I receive a part of the action." Wally was out of the ordinary. He was running a limo business out of a Yellow Cab.
Harvey most likely told that story with greater than 50 yellow cab drivers over the years, and only two took the picture and ran with it. At any time he goes to their metropolitan areas, he provides them a call. The rest of the drivers quacked similar to ducks and told him every one of the reasons they couldn't carry out any of what he suggested. Wally the yellow cab driver made a special choice. He decided to stop quacking resembling a duck and initiated soaring like an eagle.
How about us? How do we accomplish it? Precisely the method Wally did by going the additional mile:
Always position your best foot forward: Be neat, clean, and well groomed. Have breath that smells fresher than home-made cookies. Demonstrate a good grin and project personal warmth.
Take time to get acquainted: Demonstrate to your client by expression and/or mind-set that you appreciate them opening his or her home to you. Be welcoming, although not familiar. Don't hasten the person. Take as long as they require to obtain comfy with you before you go from your sales presentation.
Be knowledgeable: Be familiar with the Company. Be on familiar terms with the products, and constantly make definite the product you recommend is the best fit for the prospect. In no way sell a policy solely to make a sale.
Be available when your client has a claim: Acquire a personal interest. Make sure the claim is carried out quickly and smoothly and give any guidance needed. Treat them like your own mother and dad.
Remain in touch: Mail birthday cards, holiday cards, etc., to users so they identify during the year that you recognize the value of them. Acknowledge weddings, recent children, graduations, funerals, and other family events. Let them know their families are important to you too. Make them feel special at all occasion.
We can all catch a lesson from Wally! Remember, ducks quack, but eagles soar.
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