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Friday, October 30, 2009

SOAR with the Eagles!


12 Cheshvan 5770

I received a charming story on E-mail and decided to share it with you. It's delicious food for thought for nourishing you this weekend. And beyond ;^ )

Ducks Quack, Eagles Soar!!!

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 who 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 Wally's Mission Statement:

"To get my customers to their destination in
the quickest, safest & 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 asked, "Would you like a cup of coffee? I have a thermos of regular and one of decaf."

Harvey said jokingly, "No, I'd prefer a soft drink."

Wally smiled and replied, "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 remarked, "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 his passenger another laminated card, reading, "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," an amazed Harvey asked the driver, "Have you always served customers like this?"

Wally smiled into the rearview 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 teacher, 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 favorably, well, I did more."

"I take it that the effort has paid off for you," Harvey responded.

"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, 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 had made a different choice. He decided to stop quacking like ducks and start soaring like eagles.

I personally and truly love such customer service. Give it a thought, how true it is. How many times we just start our day by complaining "Oh No! It’s a Monday," and then feel miserable the entire day. How many times, have we woken in the morning, felt the excitement within and exclaimed "THIS is going to be the BEST day of my life!"? Now even if after saying that you seem to not have a good day then you can turn around to say and to feel "This too shall pass." At the end of the day, go to bed content that you know and feel right from the bottom of your heart that you have done the best you could. At the end of it, you will be the one who would have changed your own life forever.

Okay readers, the above story makes a point worth considering: "COPING with adversity beats the alternative." YOU can become your own client, and serve your needs in a superb manner, offsetting sadness and downward psychological slides.

Soar with emotionally strong eagles.

Need a friendly voice to help you to stay on course so you can cope better with the illness that you or a loved one is facing? I know of a book that makes those points quite well. It even suggests terrific coping strategies and worldwide resources for getting what you need. Click on

EMPOWER Yourself to Cope with a Medical Challenge.

If you want to work with me 1:1 to personalize your coping strategies, contact me at

Yocheved Golani
Coping with a Medical Crisis?
Make the Changes You Need in Your Life

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