Going the Extra Mile

You know... 

In today's fast-paced, attention-deficient society, everything from service to entertainment, food to education has taken a hit in the quality category. 

I mean, sometimes, I'll call a restaurant to order some carry-out, and the person on the other end sounds like they couldn't give less of a sh*t about anything that's happening. I'm actually surprised when I hear a pleasant tone, a 'Thank You' and a nice 'Have a nice day' at the end. It's crazy to me. 

I'm like... "and I'm paying YOU for this?"

Maybe I'm getting old. Or perhaps I'm turning into my mother... Like the Progressive commercials.

Ok, it's time for my serious face. 

Going the Extra Mile in Business:

When looking at it from a business perspective, what separates poor quality from exceptional quality?

It's about more than just the quality of the product. 

Think about how much you tip at a restaurant. The amount is based on several factors contributing to the overall experience:

• The promptness, attentiveness, and attitude of your server. 

• The cleanliness of your seating, the ambiance, and the immediate environment.

• The quality of the meal itself. 

I've tipped 50% or more plenty of times. Not because the quality of the food changed but because the quality of the service enhanced the entire experience. 

People who work in sales understand that customers purchase an experience just as much or more than the product itself. This is also why two establishments can charge different amounts for the same items. 

A business that cultivates a culture of going the extra mile will succeed versus competitors that fail to grasp this vision. 

I have extensive first-hand experience with this concept by owning and operating a small service-based business years ago. Sometimes, while in public, randomly, I still have people remember me, say hi, and thank me for the service I provided them over 10 years ago. 

This principle is essential in business, employment, and life. However, additional effort can be negated if not performed with a positive attitude. 

The positive mental attitude aspect is vital. Providing value with an experience beyond what is expected creates memories and neuropathic connections so the customer will remember you and the experience you offered forever. 

Of course, the customer is a variable for whomever the beneficiary of the effort may be. This can be a spouse, partner, manager, colleague, child, parent, or anyone else. 

Use this to your advantage. 

Not only does it improve your customer's experience, but it also ignites the concept of compound returns. This can be seen in the following example:

• You provide excellent service for John, and John f’n loves it.

• So John shares his experience with his close friend Melissa. So Melissa tries it out…

• Since you offered John and Melissa the same exceptional experience... 

• John then tells his buddy Alan, and

• Melissa tells Amy and Mike, and so on... 

Compound Returns…

"Do you believe now, Trinity?"

The Gift of Giving:

We've all experienced how good it feels to do something nice for someone, and they're blown away not by what you're giving them but by the amount of effort that was put into the thought. The act of pure giving supplies joy and a sense of pride that can't be obtained through any other means. That gift of giving is a beautiful thing. 

Even though you're giving something away, you gain much more. 

"It's the thought that counts" is this concept rolled up into a beautifully marketable one-liner. Right before the holidays, too. 😉

I can't stress enough how critical this concept is to business and life. People are looking for extraordinary experiences; you can sell hot dogs on the corner, but as long as you go the extra mile and provide an exceptional experience, you will always keep your customers. They will bring even more to you as well. I promise. 

Action Steps:

1. Think about when you've received an unexpected exceptional service and how it made you feel. What did you give in return? 

2. Think about a time when you provided someone with something exceptional. It could be anyone: a family member, a loved one, a partner, or a teacher. Anything. Think about when you put all your effort into something and what you received in return. Even if it was not monetary. 

3. Pick someone close to you, preferably within your immediate family. Someone that would benefit most from you doing something for them. 

4. Go the extra mile for them. Do not alert them to what you're doing; just covertly do it and be pleasant and happy to do it. Have an extremely positive attitude. 

5. Do this for 3-7 days. 

6. Monitor the behavior and their response to your efforts. Remember never to mention your intentions, and don't overdo it; observe the before and after. 

Have a great rest of the week! And if you’re celebrating the Holiday, I hope it's the best one yet. ☺️

Until next time.

P.S.

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