Going The Extra 5,280 Feet

If you do the math, 5,280 feet equals a mile. In customer service, going the extra mile can take shape in a variety of different ways. It could be as simple as sending a “Happy Birthday” message to a key client or putting in extra hours to make sure customer projects meet deadlines.

We all know the phrase “The Customer is Always Right.” That adage today still holds true, but the simple execution of these words will not cut it anymore. Because of increased competition in today’s marketplace, you must be proactive with the needs of your customers. Successful customer service starts with knowing your audience and anticipating their evolving needs.

Here are my Top 5 Reasons for going the extra mile:

1. Helps foster deeper relationships.
2. It can turn customers into brand evangelists.
3. Gives you a deeper understanding of your customer’s needs.
4. Adds value beyond core offerings.
5. Creates a point of difference in the marketplace.

In addition, a successful customer service culture starts from the top. Upper level management must be committed to providing the best overall customer experience. Having consistent customer service goals will help your organization’s implementation and success.

Customer service should be viewed as an organizational or agency offering, alongside your products and services. It should not be overlooked because when applied correctly, it can lead to longstanding positive relationships and customer loyalty.

What steps do you take in your approach to customer service? How do you go the extra mile to exceed the needs of your customers? What’s the most extreme example of how you have gone the extra mile for your customers?