Great Service is a Choice

A few months ago, a co-worker forwarded an e-mail to our office staff with an excerpt from “The Simple Truths of Service”, a book by Ken Blanchard and Barbara Glanz. The e-mail was basically a short story about a cab driver that was inspired to change his attitude in the way he worked. Instead of getting up expecting to have a bad day and complaining about it, he chose to change the way he looked at his job – to make his first priority to serve the public in the best way he could. He made sure his cab was spotless inside and out (how often have you run into that?), offered soft drinks/coffee to his patrons as well as a choice of magazines, asked people what they would like to listen to on the radio, if they wanted to talk or be quiet, among other small differences. I’m sure it wasn’t long before the driver noticed the impact this made on his patrons. I’d bet he also found that he didn’t find himself complaining about the patrons, because they weren’t complaining to him… The story states that he built a clientele that would specifically call for him, and his income the first year doubled, and continues to climb to this very day. It never ceases to amaze me the power of a good attitude, especially in service. When you break it down, we were all put on this earth to do a job, and every job involves serving someone. Be it something as seemingly insignificant as driving a cab, or as highly impactful as leading a nation, we are all serving others. Imagine what change could come about if we all consciously chose to consider the other person first rather than ourselves? Granted, I will take my Pollyanna rose-colored glasses off for a moment and acknowledge that there are people out there who will never seem to be satisfied or impressed by your hard work, and will most likely never change. But (glasses back on) what would it hurt to try? We certainly wouldn’t be any worse off ourselves, and who knows, maybe the (random act of) kindness can turn around someone else’s day. One of the tag lines in the story was that we can either quack like ducks (complaining), or soar above the crowd like eagles. Are you a duck or an eagle? Personally, I choose to fly like an EAGLE!Submitted by: Suzanne Mayberry

Comments are closed.