Someone once told me that if you arrive on time, you’re already five minutes late.
Seth Gordin points out on his blog that even showing up is overrated. Necessary, but not sufficient.
Of course most of the world knows how to show up and do the work. But how many of us go further than that? More to the point, how often does your company go further than that?
Some of us do our best to raise the bar with a service department that is responsive, employees that know to greet everyone who comes through the door, money-back guarantees, etc.
If we’re not careful, we can spend so much time standardizing performance expectations so our employees will treat all customers the same, that we eliminate any possibility to delight them.
Shouldn’t we be teaching our employees to take the extra step, do something extraordinary, think for themselves?
I don’t know about you, but I don’t want to be treated the same as everyone else. Your employees follow your lead. How often do you surprise your customers with something other than the expected?