“There are no traffic jams along the extra mile.” -Roger Staubach, Super Bowl VI MVP
We all have heard the expression before that we must “go the extra mile” when servicing our customers. But what does this actually mean? And how do we put this principle in play in our lives?
If you really want to be the best at what you do, you need to make every effort to give people much more service than what they expect. Successful people go the extra mile, and because they do, they stand out.
The first way to ingrain this fundamental into your life, is to stop focusing your thinking on a “what is in it for me?” or “it is not my job” mentality. This type of mindset shows that you are only concentrating on yourself and not on the needs of your customers.
Once you stop focusing on yourself, you need to start thinking about what are the expectations of the people you serve. Without finding out what people’s expectations are, you will not be able to exceed the expected level of service. Next you need to honestly evaluate what level of service you provide. Do you only try to meet the needs of others at their expected level or do you perform services that exceed their expectations? Once you gage what level of service you provide, you need to start thinking about what you can do to exceed people’s expectations. Are there any added services you can provide that people do not expect but would love?
Sadly, more often than not, most people do not go the extra mile to service and retain customers. Most people feel that it is too hard to do or that the results are not worth the effort. That is why “there are no traffic jams on the extra mile.” When you are willing to develop the habit of going the extra mile and rendering service above and beyond your customers’ expectations, success will be attracted to you at a pace that may even surprise you.