The Extra Mile
Do you go the “extra mile”for your team and customers?
What does that practically look like today?
Is your team empowered to deliver “extra mile” service?
"Going the extra mile" is a phrase used commonly in business culture statements and customer service mantras. It comes from the first century and is a challenge found in the Gospels. In the first century, a Roman soldier could legally compel any individual to carry their gear for up to one mile, by force if necessary. The Gospel challenge is to be willing to do what is required and be willing to carry the burden and to offer to do more than expected. This willingness made first century Christians stand out and its adoption into ‘business-speak’ has the same goal.
To go the extra mile, one first has to know what the standard mile is. The challenge in business is that this ‘distance’ keeps growing. What is the expected level of service in your industry? Taking the accommodation industry as an example: a motel used to be well known if it was clean, had hot running water and comfortable beds, and then all motels reached that standard. So moteliers began to put in free soaps and shampoos, and then free coffees and teas, and then have irons and ironing boards, and then have Sky TV with all the channels and then have spa baths and so it has gone on and on trying to give that little bit extra. This is where service and building relationships can make a standout difference.
When you consider how your business is acting today (which in New Zealand at this current moment is the second Stage 4 Lockdown) what evidence is there of your “extra-mile” mindset? Have your team all taken a 3-day ‘holiday’? Are you expecting them to work from home? Do you have a plan in place to reach out to make sure that your team is doing well? Have you empowered your team to reach out to customers? What expectations have you set upon your team to delight customers in the ebb and flow of every day work? These can be as simple as maintaining a positive ‘can-do’ attitude and smiling, through to empowering your team to look for opportunities to delight customers - a seat upgrade on a flight, free coffee, walking shopping out to a car, including an unexpected extra in a purchase.
As in the first century, when we go the extra mile it is something that is visible and something that is appreciated by our customer. Could you be calling people today to see how they are doing and where you might be able to help them, even if it is just to show that somebody cares and is prepared to listen? Everyday gives us an opportunity to stand out and we must seize these opportunities and make the most of them!
Here’s to your success!
