Monday, 4 May 2009

Go The Extra Mile

When you’re looking to retain or win new customers, always go the extra mile in service delivery. Strive to really make a difference in what you do and how you do it.

It doesn’t have to be huge ‘wow factor’ stuff, just small gestures that make that difference and show you care.

Like the bloke who served me in Carphone Warehouse last month and went beyond the call of duty to copy all my contacts from one handset to another.

Like the staff in my local coffee shop who went to fetch coffee for customers from a neighbouring restaurant when their coffee machine broke this week.

Whether you work for a big brand or you are a freelancer, success is about getting a reputation for great service. It’s the antithesis of what I heard from a supplier the other day – ‘it can’t be done’. It’s the antithesis of the bar in the concert venue I went to on Friday who put just four staff on to serve an entire auditorium drinks in a 15 minute interval. It’s about putting a smile on your customer’s face not pissing them off.

It’s a gesture, initiative or approach that leaves your customer impressed – and more importantly – impressed enough that they’ll come back for more.

So this week in all you do, go that extra mile.

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