Extra
No doubt we have all experienced great customer service in our lifetime. The feeling that you get from it is unbelievably uplifting. You want to brag about it to your friends, neighbors, co-workers, and just about anybody who will listen to you (or read your posts and tweets).
Since we know how it feels to be on the receiving end of great customer service are we doing our best to provide great customer service to other people? Usually it’s the little things that separate okay service from outstanding service. It could be a smile or friendly gesture. It could be a free sample or upgrade. Whatever it is you know it when you experience it.
Sadly too many people are just going through the motion of performing their job. There is no extra effort. No real attempt to make you want to come back and spend more of your money on their product or service. Fortunately though there are still enough people out there in the world that do provide knock-your-socks-off customer service. I am grateful that they exist.
An old marketing campaign for Wendy’s Hamburgers used to ask “Where’s the beef?” Today I would ask “Where’s the extra?” Where’s the extra effort? Where are the people who go the extra mile? In the world of ordinary, dare to be extra ordinary. It does make a difference.
I’ll let you be the judge. I would love to hear your comments.
“Excellence is to do a common thing in an uncommon way.” – Booker T. Washington
Steve O’Grady
