The Extra Mile
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
January 18th, 2010 at 11:40 pm
Darlene,
What a wonderful story. I truly thank you for sharing it.
My story isn’t so much about service as it is about just the extra step a particular individual took to connect with me.
I had placed a post on my blog yesterday which was pretty powerful and it just so happened to catch the eye of this person.
She came onto my blog and made a wonderful comment that really just made me smile and feel appreciated.
The next thing she did was that she took the time to go to Facebook and send me a personal message requesting my friendship.
This developing leader in the industry did everything right and also did it with complete sincerity.
To anyone who is reading this post if you haven’t already guessed it the young lady in question was none other than Darlene herself.
I just wanted to publicy tell you how much I appreciate the warmth with which you greeted me.
Your a class act Darlene and I look forward to developing a great friendship with you.
To Our Massive Success,
John
January 19th, 2010 at 7:54 am
John,
I read your comment with utter surprise. Thank you from the bottom of my heart. You’ve made my day, my friend!
January 24th, 2010 at 7:13 am
Darlene, what a wonderful story!
I’m positively notorious for making sure management knows about not only the bad but the GOOD their employees do! I probably have asked for a manager more often than anyone my age has a right to have! Its fun though, to watch them expecting you to have negative things to say and when you have positive ones it totally changes their body posture and attitude!
I think too often people bear the brunt of their “faults” because faults are easy to criticize, but do not hear of the good things they have done! I adore how you went out of your way to contact the dealership!
Kimberly
.-= Kimberly Castleberry´s last blog ..The FTC Changes & You: Protecting Your Business =-.
January 24th, 2010 at 7:30 am
Kimberly,
I kind of look at it as improving our world just one step at a time. Those employees who are acknowledged for good service will only strive to maintain that posture and continue to create a happy, healthy and productive environment, right?
It didn’t feel like I was going out of my way. It kind of put a dance in my step for the rest of the day:)
January 24th, 2010 at 5:17 pm
Great post Darlene, I’d like to share an experience I had on a Virgin flight.When the hostess came around with the snack trolley, I asked for a health food bar.After searching the trolley she was apologetic as she didn’t have one.I thanked her anyway & she continued serving the remaining guests.A little later she returned with a bar similar to the one I’d requested & refused to accept payment for it.I later learned that she had taken the bar from her own lunch.On returning home I sent an email to Virgin airlines sharing this experience & praising the hostess.She certainly went the extra mile, & deserved to have it returned
.-= Toni King´s last blog ..Food for the Soul. =-.
January 24th, 2010 at 9:51 pm
What a great story, Toni. What would the world be like if more people would reach out and touch someone, just the way you sent the email after having received such exceptional service.
January 25th, 2010 at 8:31 am
Darlene,
What a wonderful post. It sure makes a difference in peoples life when you let them know they are appreciated for their efforts. Too many people point out the negative things in this world but not the positive.
Your post reminds me of the Jim Rohn story about being a one quarter person or a two quarter person. The story is about a shoe shine and it goes something like this. When you are presented with a situation and two amounts come to mind, one quarter or two, ALWAYS go for the two. You won’t believe how just one extra quarter will impact your day!
That’s what you did on this day. It would have been easy to just say thanks and be on your way but, going the extra mile made your day extra sweet and it made a difference in someone for someone else.
Make it a GREAT day!
Dave and Dawn
.-= Dave and Dawn´s last blog ..Knowledge – The “NEW” Money =-.
February 16th, 2010 at 7:10 pm
I love it! I can believe that the wonderful person in Johns Comment was you!! You are the wonderful person that everyone deserves to have in their life! I thank you for being in mine!!
.-= Linda G Cox´s last blog ..Create a Wonderful Life: Allow yourself to receive prosperity =-.
April 2nd, 2010 at 7:26 pm
Darlene,
And, kudos to you for letting management know. Too often people only want to report the bad things, so I’m sure you made their day by giving them some good news!
Right on! The extra mile makes all the difference. I’m glad this young lady was able to take those steps to help you out…even before her morning coffee.
Krista
.-= Krista Abbott´s last blog ..Are you using the right Key Words for SEO? =-.