Anthony Witt is the Founder of The Champion Entrepreneur podcast. Anthony interviewed me for his podcast and I asked him to write an article for my blog.
Anthony Witt's The Champion Entrepreneur
How to get complete customer satisfaction. Going the Extra Mile
I was recently reading one of Napoleon Hill's books entitled "The Laws of Success" when I came across one of his principles or concepts, which he states as, going the extra mile. It got me thinking whether or not I had been going the extra mile for my customers as well as my audience? The truth is that the concept or principle of going the extra mile is not new, and in fact it finds its roots in a biblical principle. In Matthew chapter 5 verse 41 of the Bible it says,
"And if anyone forces you to go one mile, go with him too."
At this point, you might be asking yourself how does getting complete customer satisfaction have anything to do with the Bible?
On the face of it, you may be correct, but let's dive into how we can apply the principle of going the extra mile as well as how important it can be to keeping and developing complete customer satisfaction.
What happens when you apply going the extra mile to your business or life work? One of the first principles which happens is your customers become happy because there is an unexpected and surprising result to their work or experience with you. This is important for a couple reasons, one of which is the almighty referral. Having customers that are happy will result in greater referrals, and once referrals are fostered, what you have essentially done is created free advertising, as well as an employee for life(in the customer), which has cost you nothing except for going the extra mile.
What does going the extra mile mean? I believe that going the extra mile has to do with carefully and analytically analyzing what it is your customers are asking for, and then over delivering on that ask. I could come up with several examples in specific industries or businesses on what over-delivering is, but the important part to remember is not whether you have offered them extra free goodies or additional services, but that you are listening to what their needs truly are, and you are providing what they may have not necessarily even asked for or understood that they wanted. This means you must be willing to sit down and analyze your experiences and interactions with your customers or audience.
Ask yourself, "What would I want if I was in their situation? What would frustrate me if I was in their situation? How would I want to be treated, and what would blow me away if I was dealing with my company?" Continually keeping these questions and others in front of you as you deal with and interact with your customers will help you know what it is they need.
I have read articles on what makes employees go the extra mile, or how to analyze what is making one individual or another go the extra mile. I believe the important aspect or principle here is that you focus less on the analytics of going the extra mile, and more on developing a culture and organization which allows your employees and yourself to always be focusing and looking how you can better serve and surprise your customers by giving them what they have not asked for.
Practically, it might be good to sit down and analyze what are some ways which you can go the extra mile with your customers. It's very possible that you might have one, two, or three activities which can truly blow your customers away and turn them into a continual renewal referral source for you and your business.