There is no traffic on the extra mile…

What is the ‘extra mile‘ and how does it relate to you and your business? To quote one of my early mentors, Brian Tracy:

“The ‘extra mile’ is “what you do, after you do what you’re expected to do.”

(How well does that link to our first blog of 2013 on being unreasonable and having a clear vision – being prepared to rise above the mediocrity that will try to hold you back!).

Put another way, the ‘extra mile’ (using Brian’s words again) can be described as “the ability to satisfy your customers to gain customer loyalty as a critical determinant of your success in driving sales and growing your business”.

Why you may not be enjoying customer loyalty

Say your business has some of the best products and most talented salespeople in your industry, but your company is still not performing as it should. Ask yourself why? My guess is that it’s all down to customer service and regardless of where you live, the following are two key reasons why all business owners need to understand the importance of going the ‘extra mile’.

1. We live in an age where customers’ expectations have risen dramatically. This means that for your business to continually succeed, it needs to exceed those expectations. Continually!
2. Customers are being given less and less opportunities to experience the personal interaction that is so important to our      inherent human needs. As a business owner, you need to harness the power of this need and turn it into a major competitive advantage.

Needless to say, to incorporate an ‘extra mile’ customer service strategy into your business involves having a purpose, doing some preparation and planning and patiently executing that plan. The good news is that this path is well trodden and that you’re not alone. Whether your company is big or small doesn’t matter; all the resources you need already exist and will be made available to you when you ask for them.

The 4 Levels of Customer Satisfaction

For an example of an ‘extra mile’ customer service pathway, check out Brian Tracy’s blog ‘Use The 4 Levels of Customer Satisfaction to Build Customer Loyalty‘.

In the meantime, all you have to do is to take responsibility and make a decision to get out of the traffic!

To success and significance. Give. Take. Invest. Enjoy.

Colin