The Inspiring Extra Mile

What happened the last time you received excellent customer service? It may be a rare thing but it feels pretty good. What was the other person doing that made the service excellent?

These questions came up for me last week. I was working on a project to help a large organisation improve its own customer service. It set me wondering what the connection might be between good customer service and inspiration at work.

After all, even where large organisations are involved, customer service is essentially a human to human interaction. What could we 'borrow' from the customer service arena and apply in our own work?

The clue came when the delegates were asked what makes good customer service. The prominent answer was 'the willingness to go the extra mile'. Maybe this equates to your own experience of customer service?

When we are encouraged to go the extra mile, it can be seen as an appeal to our stamina, to trudge onwards, weary but cheery to journey's end. But a more motivating understanding is to see that extra mile as the one that will take us right to the mountain top. Rather than settle for compromise half-way up, we arrive at the peak where we are rewarded with the full beauty of the landscape spread out before us, full of possibilities. This is where we can be inspired!

The extra mile is fundamentally about giving. It may hide in phrases like 'adding value' and 'making a difference' but it is simply choosing to do more than you have to. And there is real benefit for the giver – intrinsic satisfaction, self-development and improved relationships. It is no coincidence that many of the most stunning achievements of our society are the results of voluntary and charity-based work.

In practical terms, what does this mean for you?

Here's a suggestion:

1. Set a baseline - how inspired are you at the moment? (use a scale 1 - 10)
2. Over the next 7 days, choose to be proactive. Take hold of opportunities to go the extra mile.
3. Focus on relationships where you can usefully do more than what is expected.
4. Watch and listen for the responses you get. What else could you do? Notice what happens to your sense of connection with the other person.
5. At the end of the period, check-in with yourself - how inspired are you now? (use a scale 1 - 10)
6. How could you extend this 'experiment'?

Finally, a warning: inspiration is contagious. It breaks through habit and avoids just going through the motions. Small changes can create huge results!