What’s your response when someone in a service industry goes out of their way to help you?  They really make a strong impression on you.  Do you let them know how they impacted your day?

A couple of days ago I took my car into a dealership for servicing.  In order to get a loaner car you needed your license and proof of insurance — duh!  I had just changed handbags so I was without my insurance info  (talk about feeling stupid …).

The car loaner office was a cold trailer.  It was 7:00 a.m. and it looked like the little girl behind the desk hadn’t had her morning cup of coffee.  When I explained my predicament, she called my insurance company and had them fax a copy of the insurance card to her.  It took an extra 8 minutes to do.

There was a line behind me.  She could have just said, “Nope, I’m sorry.  You can drive a Ford but not a Honda today.”

When I picked up my car the next day I called the owner of the dealership (having worked with him in a past life).  I enthusiastically let him know what an extraordinary employee he had in the car rental department.

The owner told me that his son had just returned from college and set up a Facebook Fan Page for the dealership.  I texted a great review of my experience on their Fan Page, too.

That simple act of kindness made my day.

“At 211 degrees, water is hot.  At 212 degrees, it boils.  And with boiling water, comes steam.  And with steam, you can power a train.” Sam Parker

Just ONE degree makes all the difference in the world.  One action that goes beyond the norm creates an open, receptive environment where you want to do more business with that individual or company.  You WANT to come back ‘cuz they made you feel good!

I’d love to hear your “extra mile” experiences.  Have you sent a note or spoken with an owner or manager acknowledging the event?  Did you let the guy/girl know they made your day?  Please share your stories below.

Striving For The Extra Mile,

Dar