Are You a Duck or an Eagle?

 No one can make you serve customers well….that’s because great service is a choice.

One man, 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 a personal growth expert on the radio one day.
He had just written a book and 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 that I know of 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.

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46 Responses to “Are You a Duck or an Eagle?”

  1. Shirley Jean, B.C. Canada says:

    There is so much truth in this story, too bad the whole planet could not read this. All bosses and supervisors or business owners should be reading this. Loved it, brought tears to my eyes.

  2. Mona says:

    WOW THAT IS WONDERFUL,GREAT STORY. WHAT A SURPRISE.

  3. [...] This post was mentioned on Twitter by Alanna, Alanna. Alanna said: Are you a duck or an eagle? =P http://inspirationmanifestation.com/612/are-you-a-duck-or-an-eagle/ [...]

  4. Beatrix says:

    Very inspirational. I do believe a cheerful face and even a smile goes a long way.

  5. Fred Mugambi says:

    Am really encouraged by this story. I hope to work on my own life.

  6. FELICIA says:

    This is an amazing story really touch me and just think how many of us are taking the duck way instead of being an eagle. Really makes you think LOVELY, God Bless

  7. Renu Datt says:

    This was simply amazing!! If we were all eagles howa wonderful our planet Earth would be!!

  8. andrea says:

    First of all, THANKS for the wonderful story.

    This story is telling us, if you are good and friendly to the
    people, it will always come back, maybe not today, or not
    tomorrow – but sure it will come.

    Have a wonderful life as an eagle.
    Andrea

    $: ))))

  9. I do prison ministry and I plan on printing this out and sharing it in the prisons, especially to the ones that will be gettin out soon. Thank you, this is a real inspiration if they will follow it. But like “Wally” many will hear it and ignore the results. They really don’t think it is worth the effort. However, it is worth a lot more than “the effort”, it not only changes their outlook but also improves their appearance, their income and many other things in their life as well as making a good impression on prospective employers. Thank you.

  10. Parames Blacker says:

    Thank you for sharing. Really makes one think, how a small effort can make a big change in the lives of many. A good message to pass on and to follow.

  11. A very fine article and I commend it, if you practice the way this cab driver did you will fine success without a shadow of doubt.
    Thanks Greg for sending this article.

  12. Percy Dias says:

    I’m really touched by the simple story with so much to learn.
    I’m going to share it with my friends……….

  13. divya says:

    wonderful story… inspiring & optimistic

  14. Monica Morong says:

    I am working very hard to transform myself from a duck to an eagle but it takes time. The first step is to change your attitude and perspective towards life and to think positively every day, no matter what your circumstance. My growing faith in God is truly helping me to do this. The cabbie story was inspirational and I will keep it in the forefront as I continue on my journey to fly like an eagle.

  15. Nooapii Manu says:

    I am 80% good and that I am 20% not that good but it up to you to decide of what you want to see in me to make you happy.
    The eagle is 80% good to see things through the eyes of their understanding to press forward
    The duck is 20% good that they see thing that not for them to go through to quack and makes alot of noice like an empty container.
    Your script is so profound to endevour. Keep up the good work. Happi

  16. Elena H. Olaer says:

    What an inspiring story! I’m now on my 80th year on earth, and I do believe it’s not too late to strive as an eagle, considering that I am no duck either.

  17. julie Sapien says:

    NO DUCK HERE!……This was an amazing story.

    Many of us could stand to learn how to soar like eagles, especially supervisors, bosses, Ceos, leaders in high positions of government and down to all schools, hospitals and nursing homes. We need to soar all over America.

    Good serving attitudes are bound to change people’s lives.

    I am going to start soaring around my own home and then into my community and anywhere else my wings will take me.

    What a simple way of living! If we could only start with a kind word or a smile, as we train to strengthen our wings!

    JESUS was certainly an eagle on this earth!

    Thanks for this inspiring story!

  18. Bobmanuel Ruth says:

    The story is true and challenging that “as a man thinketh in is heart so he is,”every living being is supposed to read it but particularly those who does something just for the sake of the present,also for those who don’t take to advice of people. I have also learnt from it that it is yopu who makes yourself what you are. Thanks and more of your inspirational success stories I covert. Thanks

  19. [...] Don’t quack & complain all the time [...]

  20. Melody says:

    GREAT!!!!!!!!!

  21. Scola Kamau says:

    The story is inspirational. Whenever we decide to undertake a venture, let’s be the best we can be and blesings will follow us for the restof our lives just like thecab driver.

  22. Bett Gold says:

    I never expected that I’m becoming a duck in some ways, although I am more of an eagle. When things went wrong, I used to quaked, grumbled and complained to the point that I kept blaming myself.
    Let me go back to our featured story, I was glad with the transformation of a cab driver in turning himself from duck to an eagle. It only proves to show that if we only have the will power, we can do it. But if we choose to stay in our comfort zone and not act about it, nothing will change.
    Right now, I am soaring like an eagle, I broadened up my mind and widened up my horizons. I’m more of a listener than a speaker, a leader not just a follower. I take things seriously and balance each side of the situations, I keep on thinking what more can I do, what else can I deliver, then probably I could go places and reach others like an eagle. Isiah 40:31 says “But they that wait upon the LORD shall renew their strength; they shall mount up with wings as eagles; they shall run, and not be weary; and they shall walk, and not faint.”

  23. Malou Santos says:

    Very inspiring & amazing story. If only half of the people in the world can be like Wally and be a blessing to everyone. I will try my hardest to emulate even just a bit of what Wally is and start to be an eaglet instead of a duckling.

  24. Ted Burgos says:

    What an inspiring true-to life story! If only 20% of the world’s working population is working like Wally, the great cab driver “extraordinaire”, then the world we live in today would be much much better.

    Kudos to you Greg for publishing such a simple and yet awesome story deserving of emulation by everybody!!!

  25. Anacleto G. Adviento, Jr. says:

    This is exactly what the world and our society need to do, to change all ducks to eagles. Too sad that many people who still quacks as ducks are the same people that try to pull down eagles. There is really a need to revolutionize change in the society, especially our moral and spiritual outlooks in life.

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