The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

Chapter 5. Emphasize Response-Ability

Harvey Mackay, author of Swim with the Sharks Without Being Eaten Alive, tells this story:

Harvey 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.

He handed Harvey 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 ofthe 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 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 himhis 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 Harvey another laminated card, "These are the stations I get and themusic they play, ...