Summer is nearly here, and for runners everywhere that means running season is nearly here. Over the years, I have run several marathons, half-marathons, 15k, 10k, and 5k races. Distance running didn't really come all that easily to me at first. I was used to a lot of running, but more as it related to soccer matches. Soccer running is filled with bursts of top speed sprinting followed by jogging to one's next field position. Marathon or long-distance running, by contrast, consists of keeping a steady up-tempo pace at a target speed and maintaining that over a long period of time.
It's a different mindset, for sure. In distance running, one has to find and maintain their motivation over a long period of time (and often all alone out on the course); rather than having teammates, opponents, a ball, a goal, and scorekeepers, as obvious motivators. But one thing that all running and competitions do have in common is training, practice, and commitment. Training to be successful in any endeavor requires us to go the extra mile; for our causes, for our teammates, and for ourselves. We have made commitments, and people are counting on us. It's a challenge to meet our goals and simultaneously meet and exceed others' expectations of us. And that's where personal integrity comes in, and fuels our steps to go the extra mile..
In today's fast-paced world, where competition is fierce and expectations are high, going the extra mile isn't just a choice; it's a necessity. Whether it's in business, relationships, or personal endeavors, those who are willing to push beyond the ordinary are the ones who stand out and make a lasting impact. When it comes to serving customers, supporting employees, and nurturing partnerships, going above and beyond isn't just a philosophy—it's a way of life.
Serving Customers: Exceeding Expectations Every Step of the Way
"Your most unhappy customers are your greatest source of learning." — Bill Gates
Great customer service isn't just about resolving issues; it's about anticipating needs and delighting customers at every touchpoint. Going the extra mile means being proactive, empathetic, and responsive. What are we doing every day to meet and exceed our clients' expectiations? Every breakdown needs to lead to a breakthrough to improve our systems, to continually impress our customers with our love for exhibiting excellence in our profession and always earn their business.
Report from the Extra Mile: In the early days of Amazon.com, Jeff Bezos famously left his desk to personally deliver a package to a customer when the courier service couldn't meet the deadline. This act of going above and beyond set the tone for Amazon's customer-centric approach, which continues to define the company today.
Extra Miles in Customer Service
- Personalized Service: Tailor your interactions with customers to their specific needs and preferences. Address them by name, remember their previous purchases or preferences, and offer customized recommendations or solutions.
- Anticipate Needs: Proactively identify potential issues or needs that customers may have and address them before they arise. This could involve providing helpful information, proactive troubleshooting, or offering complementary products or services.
- Responsive Communication: Be readily available to answer customer inquiries, whether through phone, email, live chat, or social media. Aim for prompt response times and maintain clear and transparent communication throughout the customer journey.
- Surprise and Delight: Go the extra mile to surprise customers with unexpected gestures of appreciation or generosity. This could include handwritten thank-you notes, exclusive discounts or promotions, or small freebies with their purchase.
- Exceptional Problem-Solving: When customers encounter issues or challenges, prioritize finding effective solutions and resolving their concerns promptly. Empower frontline staff with the authority and resources to make decisions and solve problems autonomously.
- Consistent Quality: Maintain high standards of product or service quality consistently to build trust and confidence with customers. Regularly seek feedback and actively work to improve and innovate your offerings based on customer insights.
- Educational Resources: Provide valuable resources and educational content to help customers make informed decisions and get the most out of your products or services. This could include tutorials, how-to guides, FAQ sections, or educational webinars.
- Community Engagement: Foster a sense of community among your customers by facilitating connections, encouraging user-generated content, and hosting events or forums where they can interact and share experiences.
- Follow-Up and Feedback: After a purchase or interaction, follow up with customers to ensure their satisfaction and gather feedback on their experience. Use this feedback to continually refine and enhance your customer service approach.
- Go Above and Beyond: Finally, don't hesitate to go above and beyond expectations in any way you can. Whether it's resolving a problem in record time, offering a surprise upgrade, or simply providing a heartfelt thank you, these small gestures can leave a lasting impression on customers and foster loyalty and advocacy.
Supporting Employees: Empowering Your Greatest Asset
"Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients." — Richard Branson
A company's success is built on the hard work and dedication of its employees. Going the extra mile for employees means providing a supportive work environment, opportunities for growth, and recognition for their contributions. What are we doing every day to meet and exceed our employees' expectiations? If we want our employees to fully commit to our mission, to our customers, and to our industries we need to fully commit to our employees. To ensure their success, their growth, and their pure enjoyment of serving our clients through work within our companies.
Report from the Extra Mile: At Google, employees are encouraged to spend 20% of their time on projects outside of their core responsibilities. This policy led to the creation of several groundbreaking products, including Gmail and Google News, demonstrating the power of investing in employee innovation and creativity.
Extra Miles in Supporting Employees
- Clear Expectations: Provide employees with clear job descriptions, goals, and expectations from the outset. Clear direction helps employees understand their role within the organization and empowers them to work towards common objectives.
- Training and Development: Invest in ongoing training and development opportunities to help employees enhance their skills and grow professionally. This could include workshops, seminars, online courses, or mentorship programs tailored to individual career paths.
- Open Communication: Foster a culture of open communication where employees feel comfortable sharing ideas, concerns, and feedback. Encourage regular one-on-one meetings between managers and employees to discuss goals, progress, and any challenges they may be facing.
- Autonomy and Empowerment: Trust employees to make decisions and take ownership of their work. Empower them with the autonomy to solve problems, innovate, and make meaningful contributions to the organization.
- Recognition and Rewards: Acknowledge and celebrate employee achievements, milestones, and contributions to the team and organization. This could include formal recognition programs, spot bonuses, or simply expressing gratitude through verbal praise or written notes.
- Work-Life Balance: Recognize the importance of work-life balance and support employees in achieving it. Offer flexible work arrangements, such as remote work options, flexible hours, or compressed workweeks, to accommodate individual needs and preferences.
- Health and Wellness: Prioritize employee health and wellness by offering comprehensive benefits packages, including healthcare, wellness programs, and mental health resources. Encourage healthy habits and provide support for managing stress and maintaining work-life balance.
- Career Pathing: Provide opportunities for career advancement and progression within the organization. Offer guidance and support to help employees identify their career goals and create a path for achieving them through promotions, lateral moves, or special projects.
- Inclusive Culture: Foster an inclusive and diverse workplace culture where every employee feels valued, respected, and supported. Embrace diversity in all its forms and create a sense of belonging where everyone can thrive and contribute their unique perspectives.
- Lead by Example: Finally, lead by example and demonstrate the values and behaviors you expect from employees. Show empathy, transparency, and integrity in your interactions and decisions, and actively champion a culture of empowerment and support throughout the organization.
Nurturing Partnerships: Collaboration for Mutual Success
"If you want to go fast, go alone. If you want to go far, go together." — African Proverb
Partnerships are the cornerstone of growth and innovation in business. Going the extra mile for partners means fostering open communication, mutual respect, and a shared vision for success. No one exceeds their goals and opportunities in business without partnerships. Of course, there are the partnerships with our employees and clients, but equally as important are our many partnerships with our suppliers, contractors, and financing partners. What are we doing every day to meet and exceed our suppliers' expectiations? If we want our suppliers to fully commit to our mission and prioritize the needs of our businesses, we need to fully commit to and support our suppliers and partners. To ensure their success, their growth, and their timely compensation for our partnership, we must prioritize their needs as well. We must create win-win partnerships as we endeavor to serve our mutual clients and mutual interests.
Report from the Extra Mile: In the early days of Pixar, Steve Jobs forged a partnership with Disney that transformed the animation industry. Despite facing numerous setbacks and challenges, Jobs and Disney CEO Michael Eisner worked together to bring iconic films like "Toy Story" to life, showcasing the power of collaboration and perseverance.
Extra Miles in Supporting Suppliers
- Clear Communication: Establish open and transparent communication channels with partners to ensure alignment of goals, expectations, and strategies. Regularly update partners on progress, challenges, and opportunities to maintain a strong collaborative relationship.
- Shared Vision: Identify and articulate a shared vision and common objectives that align with the interests and values of both parties. Work together to define mutual success criteria and develop a roadmap for achieving shared goals.
- Mutual Respect: Cultivate a culture of mutual respect and trust between partners by valuing each other's expertise, perspectives, and contributions. Treat partners as equals and recognize the unique strengths and capabilities they bring to the table.
- Collaborative Problem-Solving: When challenges arise, approach problem-solving collaboratively by leveraging the collective knowledge, resources, and creativity of both parties. Encourage open dialogue and brainstorming sessions to explore innovative solutions and overcome obstacles together.
- Clear Roles and Responsibilities: Define clear roles, responsibilities, and accountabilities for each partner to ensure effective collaboration and avoid misunderstandings or conflicts. Clarify expectations around deliverables, timelines, and performance metrics to maintain accountability.
- Flexible and Adaptive: Be flexible and adaptive in your approach to partnership collaboration, recognizing that circumstances and priorities may evolve over time. Remain open to feedback, adjustments, and course corrections to ensure the partnership remains responsive to changing needs and opportunities.
- Win-Win Solutions: Strive to create win-win outcomes that benefit all parties involved in the partnership. Look for opportunities to create shared value, whether through revenue sharing, cost savings, knowledge exchange, or access to new markets or resources.
- Continuous Improvement: Commit to continuous improvement and learning within the partnership by regularly evaluating performance, soliciting feedback, and identifying areas for optimization and enhancement. Use insights gained from evaluation processes to inform future collaboration efforts and strengthen the partnership over time.
- Relationship Building: Invest time and effort in building and nurturing relationships with key stakeholders within partner organizations. Foster connections at all levels, from frontline staff to executive leadership, to cultivate trust, rapport, and goodwill that can enhance collaboration and drive mutual success.
- Celebrate Achievements: Celebrate milestones, achievements, and successes together as a partnership to reinforce the value of collaboration and teamwork. Acknowledge and recognize the contributions of each partner to collective accomplishments, fostering a sense of camaraderie and shared pride in shared achievements.
Conclusion: Making a Lasting Impact
Going the extra mile isn't always easy, but the rewards are immeasurable. Whether it's through exceptional customer service, supportive employee initiatives, or collaborative partnerships, the commitment to going above and beyond sets organizations apart and creates lasting relationships built on trust and mutual respect.
"The difference between a successful person and others is not a lack of strength, not a lack of knowledge, but rather a lack in will." - Vince Lombardi
So let us embrace the will to go the extra mile, not just for our customers, employees, and partners, but for ourselves and for the future we envision. See you along the extra mile.