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THE EXTRA MILE
I recently had an experience with a small business that reminded me of the power of "the extra mile" principle. The "extra mile principle" is the act of going above and beyond expectations; going out of your way to provide an uncommonly high level of service to another, whether a customer, a friend, a relative or even a stranger, not because you HAVE to, but because you WANT to.
Here's what happened: I went in to a neighborhood mailing place called Mostly Mail to send out some packages on a Saturday. I arrived after the last mail pick-up had already been made for the day. But the owner of the store, an incredibly nice guy named Bill, volunteered to go the extra mile on my behalf. "No problem," he told me. "I'll make a special drop at the post office myself to make sure your packages get out in the mail today."
Now he certainly didn't have to do it. I'm a relatively new customer. I don't even rent a P.O. box at his store, and the volume of my business is miniscule. But he has a customer for life in me and a walking, talking advertisement for his business as well, all because he chose to go the extra mile! I go into his store every chance I get, to buy stamps or send out packages, even though it costs me a few cents more than it would to go to the post office. He sells other products too, both business and non- business, and while I could buy mailing envelopes and business supplies, or even candles more inexpensively elsewhere, because he consistently goes the extra mile for me, I prefer to spend a little more money buying from him and supporting his business.
Then a few weeks ago, Bill did it again! When my new book 101 Great Ways to Improve Your Life, Vol. 3 was released, I took a copy in to show him, and he shocked me with his "extra mile" spirit by offering to place several books in his store for other customers to purchase. Did I mention that he has me as a customer for life??
I hope you've been fortunate enough to have an "extra mile" experience somewhere recently. But more importantly, I challenge you to make a point of providing an "extra mile" experience for someone today and everyday. It doesn't matter whether you own a business or work for someone else, whether you're a manager or a worker bee, or whether you even work at all. We live in a world where "it's not my job or my problem" seems to be the standard operating principle. Sadly most businesses, large and small, lose valuable customers everyday due to this lack of personal responsibility. But you and I always have the choice: either do just enough to get by, or go the extra mile to make someone else's life more pleasant or easy.
And if you want to have more "extra mile" experiences, start by making the commitment to give more "extra mile" experiences to others. The old adage, "what goes around comes around" applies. Today, be like Bill and make someone's day by going the extra mile. If you run a business, model the "extra mile principle" with employees and customers alike. And encourage your employees and co- workers to live it too. I guarantee the rewards will come back in more loyal customers, greater cooperation among staff, and a more positive working environment.
What a world it would be if everyone took the "extra mile" attitude in life and business! Let's get the trend started right now. Who will you go the "extra mile" for today?
Quote of the Week
"Live your life as an exclamation, not an explanation."
~H. Jackson Brown
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Imagine having 101 of the best and brightest coaches, experts and advisors available at your fingertips to give you strategies to improve every aspect of your life--from relationships to communication, from goal-setting to time management. That's what you'll find in my new book, 101 Great Ways to Improve Your Life, Vol. 3. For more information click on "What's New" or go to: http://www.1shoppingcart.com/app/?Clk=1818894. |
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