In our society today, it is hard to find anyone who is willing to go the extra mile in customer service. Great customer service is so rare, that even slightly above average service grabs our attention.

 

The 20% of sales people who write 80% of the business understand the need to go the extra mile for their clients. They are tuned in to their clients' needs.

 

In one of my markets, I work with a gentleman who is consistently a top biller. He sells long-term marketing campaigns to his clients.  The "package du jour" is not in his vocabulary. 

 

When Phil first signs a client, he asks them how they wish to work with him.  How often do they wish to be contacted? Phil establishes a set time each month to talk with his client about their creative needs. They've already decided HOW they will advertise: now they just need to discuss WHAT they will advertise. 

 

Phil is always in "question mode" when he is in front of clients.  He's always gathering information that he will use to make sure his marketing campaigns are on target and will remain so throughout the year.

 

But, now to the recent event that put Phil firmly in the "Extra Mile Club".

 

A few weeks ago, Streator, Illinois was hit by a tornado. So was one of Phil's clients. Without missing a beat, Phil and his wife were at his client's location helping them to clean up after the storm so they could open the next week. 

 

Do you think Phil's client will remember this? You bet!  His act of kindness and concern cemented an already good relationship.

 

We don't have to wait for a tornado to find ways to go the extra mile for our clients. We should make this a part of our daily thought process.  When someone asks what we are known for, it should be "exceptional service".

 

Are you a card-carrying member of the Extra Mile Club?