What do these two images have in common?
On one side we a beautiful gift pack of a candle, chocolates and vase.
On the other side there is a toilet deodoriser disc in a toilet bowl.
Have you exhausted all of your guesses? I’ll help you out then.
Recently I engaged the services of Jess Hallet from Wayfarer Designs to update my own website jackiestapleton.com. Jess provided the quote; I approved it and then paid the deposit for her to get started. A couple of days later I received this gorgeous gift pack thanking me for choosing Wayfarer Designs to make my website dreams come true. This was completely unexpected and such a grateful gesture from Jess which set the high standard for the work and communication throughout the project.
On that same day, I had new house cleaners starting. I have had a difficult time finding someone that actually knows how to clean properly, believe it or not! So, on this day I was keen to see whether my most recent attempt was going to be a success. Andrea and Jody worked really hard to catch up on the neglect of the previous months to leave the house spotless. I was even more excited, when I found that they had cleaned my pantry and changed my sheets, but the thing that made me most excited was the fragrant toilet disc on the inside of the toilet bowls! My husband came running out of his office when he heard me scream with excitement!
Neither Jess, Andrea or Jody had to ‘go the extra mile’ with these add-ons. All were totally unexpected however gratefully and excitedly received. These experiences were not just about receiving excellent service; they were reminders of the joy and appreciation that come from people putting in extra effort to make a clients day.
““The difference between ordinary and extraordinary is that little extra.”
– Jimmy Johnson (former American football coach and sports analyst)
Napoleon Hill’s principle of Going the Extra Mile refers to the practice of doing more than what is required or expected in any situation. This principle, as outlined in Hill’s works like Think and Grow Rich, emphasizes that by exceeding expectations, whether in personal or professional contexts, individuals can create additional opportunities for themselves. This principle is based on the belief that such extra efforts can lead to greater rewards, both tangible and intangible, in the long run.
In the context of enhancing customer satisfaction as per ISO 9001, Clause 5.1.2 Customer focus, applying the "Go the Extra Mile" principle can be particularly effective. Here's how:
Applying Napoleon Hill's Go the Extra Mile principle in customer service contexts involves consistently exceeding expectations, personalizing experiences, and showing a genuine commitment to customer satisfaction. This approach not only enhances customer satisfaction but can also lead to greater customer loyalty, positive reputation, and long-term success for the business.
Each principle is a spoke in the wheel of 'Going the Extra Mile,' driving towards comprehensive customer satisfaction and loyalty. Together, they create a dynamic cycle that propels a business toward success.
Exceed Expectations: Surpass what's anticipated to astonish and delight customers.
Build Loyalty: Forge lasting relationships through trust and exceptional service.
Differentiate: Set your brand apart with distinctive features and services.
Problem Resolution: Resolve issues with efficiency, turning problems into praise.
Personalize: Tailor experiences to individual customer preferences for a memorable touch.
Feedback and Improvement: Listen and evolve based on customer insights to continuously enhance service.
These outcomes are the tangible benefits that stem from the commitment to 'Going the Extra Mile' in customer service, each reinforcing and amplifying the other, leading to a robust and thriving business.
Enhance Reputation: Cultivate a stellar standing and public image through exceptional service.
Improved Competitive Advantage: Achieve a leading position in the market by offering unparalleled value.
Increased Referrals: Earn customer advocacy that amplifies your brand through word-of-mouth.
Long-Term Business Success: Secure sustained growth and profitability as a result of these efforts.
Higher Customer Retention: Maintain a loyal customer base by consistently exceeding expectations.
Customer Loyalty: Foster deep-rooted allegiance through personalized and proactive service.
1. Determine how you can Go the Extra Mile for your clients.
2. Continue to nurture your client relationships.
3. Work with an expert
This article is just the beginning. Join us for the extended discussion on the podcast, available on Spotify and YouTube.