Great Service is a Choice

(Excerpt 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 Illustratedand 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 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 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 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 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.

How about you???

HEAL THE ILL WITHOUT PILL OR THE BILL

AMAZING WATER THERAPY ON NUSKA OF LUKHMAN-E-HAKEEM

Introduction: Drink 1.5 litres of water everyday and avoid medicine tablets injections diagnosis, doctor fees, etc. You can never believe before practicing.

List of disease that can be cured by water therapy: Blood pressure, hypertension, anaemia (blood shortage), rheumatism (pain in joints/muscles). General paralysis, obesity, arthritis, sinusitis, tachycardia, giddiness, cough, leukaemia, asthma, bronchitis, pulmonary tuberculosis, meningitis, kidney stones, congenital disease (diseases by birth), hyperacidity, dysentery, gastroenteritis, uterus cancer, rectal prolapse, constipation, diabetes, eye disease, ophthalmic haemorrhage and ophthalmic reddish eye, irregular menstruation, breast cancer, laryngitis, and headache.

Therapy/Procedure: Early morning after you get up from the bed without even brushing your teeth drink 1.5 litres of water. Let us know that ancient Indians termed as USHA PAANA CHIKISTSA you may wash your face thereafter.

Here it is very essential to note that nothing else neither drink nor solid food of any sort should be taken within one hour before and after drinking 1.5 litres of water, after drinking water you can walk or you can do some work. Don’t do hard work.

It is also to be strictly observed that no alcoholic drink should be taken previous night. If required boiling or filtered water may be use for this purpose. It is difficult to drink 1.5 litres of water at one time, but you get use to it gradually. If you are unable to drink 1.5 litres of water, drink 1 litres of water or half litres of water or how much of water you can able to drink. The more water you drink the relief from the disease will be faster.

Initially, while practicing you may drink 1 liter of water first and to balance half liter after gap of 2 minutes. You may find the necessity to urinate 2 to 3 times within an hour, but it will become normal after quite sometime.

BY RESEARCH AND EXPERIENCE

The following diseases are observed to be cured with this therapy within the indicated days as follows:

Constipation – one day.
Acidity – Two days.
Diabetes – 7 days.
Cancer – 4 weeks.
Blood pressure/hypertension – 4 weeks.
Pulmonary tuberculosis – 3 months.

NOTE: It is advised that person suffering from arthritis or rheumatism should practice this therapy thrice a day, i.e. morning, midday, and night. One hour before meals for one week. Twice a day subsequently until the disease disappears.

HOW DOES WATER THERAPY ACT

Consuming ordinary drinking water by the right method purifies human body. It render the colon more affective by forming new fresh blood known in medical term as hematopiesis; that the mucous fold of the colon and intestines are activated by this method, is an undisputed fact. Just as therapy that new fresh blood is produced by the mucous fold. If the colon is cleaned than the nutrients of the food taken several times a day will be observed and by the action of mucous fold they are turned into fresh blood. The blood is all-important in curing alignments and restoring health and for this water should be consumed in regular pattern. Even if you are not feeling thirsty in a day, you have to drink at least one litres of water.

Life is short, just go for it. Please spread this message to your friends, relatives, and neighbours by sending E-mails as much as possible.

It is a great service to the cause of humanity.

I am a hacker, and this is my manifesto.

Another one got caught today, it's all over the papers. "Teenager arrested in Computer Crime Scandal", "Hacker Arrested after Bank Tampering"... Damn kids. They're all alike.

But did you, in your three-piece psychology and 1950's techno-brain, ever take a look behind the eyes of the hacker? Did you ever wonder what made him tick, what forces shaped him, what may have molded him?

I am a hacker, enter my world...
Mine is a world that begins with school... I'm smarter than most of the other kids, this crap they teach us bores me...Damn underachiever. They're all alike.

I'm in junior high or high school. I've listened to teachers explain for the fifteenth time how to reduce a fraction. I understand it. "No, Miss, I didn't show my work. I did it in my head..."
Damn kid. Probably copied it. They're all alike.

I made a discovery today. I found a computer. Wait a second, this is cool. It does what I want it to. If it makes a mistake, it's because I screwed it up. Not because it doesn't like me...
Or feels threatened by me...
Or thinks I'm a smart ass...
Or doesn't like teaching and shouldn't be here...
Damn kid. All he does is play games. They're all alike.

And then it happened... a door opened to a world... rushing through the phone line like heroin through an addict's veins, an electronic pulse is sent out, a refuge from the day-to-day incompetencies is sought... a board is found.
"This is it... this is where I belong..."
I know everyone here... even if I've never met them, never talked to
them, may never hear from them again... I know you all...Damn kid. Tying up the phone line again. They're all alike...

You bet your ass we're all alike... we've been spoon-fed baby food at school when we hungered for steak... the bits of meat that you did let slip through were pre-chewed and tasteless. We've been dominated by sadists, or ignored by the apathetic. The few that had something to teach found us will-
ing pupils, but those few are like drops of water in the desert.

This is our world now... the world of the electron and the switch, the beauty of the baud. We make use of a service already existing without paying for what could be dirt-cheap if it wasn't run by profiteering gluttons, and you call us criminals. We explore... and you call us criminals. We seek after knowledge... and you call us criminals. We exist without skin color, without nationality, without religious bias... and you call us criminals. You build atomic bombs, you wage wars, you murder, cheat, and lie to us and try to make us believe it's for our own good, yet we're the criminals.

Yes, I am a criminal. My crime is that of curiosity. My crime is that of judging people by what they say and think, not what they look like. My crime is that of outsmarting you, something that you will never forgive me
for.

I am a hacker, and this is my manifesto. You may stop this individual, but you can't stop us all... after all, we're all alike.
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