By Michelle Legaspi
For businesses, success can look like many things: bottom-line revenue; year-over-year growth, etc. Though, not all success is as easily defined as a metric or data point. When it comes to customer or client retention, it’s vital to go the extra mile in your service or work.
Author Napoleon Hill defines going the extra mile as “rendering more and better service than that for which one is paid.” That applies to both client and colleague relationships: remembering birthdays, sending a note, accepting an extra task if it means helping accomplish a goal. A simple “great job” note can make all the difference.
As a leader or teammate, remember to periodically reflect on why you’re here and who you’re serving.
When I recently made a career move, several new teammates took the time to welcome me, answer questions, and send greeting cards. It made me grateful to work alongside them, and we should all strive for a similar reaction from clients: give them a reason to be grateful for your partnership.
As humans, going the extra mile might not always be the easiest or convenient thing to do – we often want to cut corners or just “get by” in the most expedient way possible, but always remember you have a vested interest in your clients’ success; when they succeed, you benefit, and potentially open the doors to earned opportunities. Going the extra mile sets yourself apart. What kind of experience do you want for everyone involved?
Listen to your clients’ needs so you can know how to serve them, and how best to demonstrate your position as a partner in their success. They are giving you their loyalty. Ask: what do you need? How can we accomplish this together? Sometimes, it can be as simple as sending a note to say, “I appreciate your business.”
Providing a first-class product or service means being willing to do follow-up outreach, and welcoming any and all feedback that may follow to ensure that you’re being as supportive a partner as possible, both in client and colleague relationships. Maximize that effort, then watch the tangible and intangible rewards unfold, like referrals and positive relationships. Give them a way to succeed and a reason to stay, by going the extra mile.
Michelle Legaspi joined NP Strategy’s Greenville office following several years spent as a broadcast news reporter, where she learned to develop and maintain positive relationships with locals – and leaders – to pitch and execute relevant and impactful stories. She operates with the philosophy of “your life will only become better by helping make other lives better”, a lesson learned from leadership expert John Maxwell.