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The Simple Truths of Service

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The Simple Truths of Service
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Your customer doesn’t care how much you know
until they know how much you care.


- Damon Richards



The Simple Truths of Service



Inspired by Johnny the Bagger

These stories of extraordinary service provide a tool kit for success, no matter what one's position in life may be.
—Bob Danzig, Former CEO, Hearst Newspapers/Author/Speaker/Professor

This book offers practical, usable and critical advice for all organizations through real life stories about how the power of service can impact customer loyalty.
—C. Manly Molpus, President and CEO, Grocery Manufacturers of America


Once in a great while I'll read something that bypasses the brain and goes straight to the heart. When I first read the true story about Johnny, it was one of those times.

The Simple Truths of Service...Inspired by Johnny the Bagger is an amazing story! The book, written by best-selling author Ken Blanchard of The One Minute Manager and Barbara Glanz has inspired thousands of companies around the world to be more like Johnny...to serve from the heart.

In the book, Barbara shares her beautiful story about Johnny, the grocery store bagger, and what he did to change the culture of the store. Ken, at the end of the book, wrote short chapters on each of his ten simple truths of service...the most important things you should know. Together, they make a must-read for any organization wanting to create a great service culture.

Here is one of the chapters titled: `Great Service is a Choice`. Enjoy!

`Great Service is a Choice`
from The Simple Truths of Service


No one can make you serve customers well. That's because great service is a choice. Years ago, my friend, Harvey Mackay, 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 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."

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 the 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 this has paid off for you," Harvey said.

"It sure had," 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.

Johnny the Bagger and Wally the Cab Driver made a different choice. They decided to stop quacking like ducks and start soaring like eagles. How about you? Success is within you!

Please share with us your steps for Success!

Life is all about learning and change, the day we stop learning and changing is the day we stop living and being successful!

"Reach Peak Levels of Performance in All Areas of Your Life"
The publication below is the most comprehensive and advanced on personal success and achievement ever developed. It's a publication for lifelong success and peak performance. No matter what industry you're in, or what your goals are, this publication will help you get ahead in life.

`Growth Blueprint for the Business and Individual`
http://www.amazon.co.uk/Growth-Blueprint-Business-Individual-ebook/dp/B0066RKQUK

`Growth Blueprint for the Business and Individual`
http://www.amazon.com/dp/B0066RKQUK
Have fun, learn heaps, and enjoy every step of your journey!

For more information, contact the author, Colin Thompson:
http://www.cavendish-mr.org.uk

Life is fun, life is hard work, but just look at the success you will have in life.

The Simple Truths of Service


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