Going the extra mile

Glenford Smith, Career Writer

I recently had two fascinating, though contrasting experiences. You will definitely discover an important lesson in them that can significantly help your career.

The first was when I attempted to collect a job I had given out to a company.

The woman at the front desk was different from the one who was there when I had first assigned them the job. I noted that they had not done a part of the job properly and in accordance with my request.

She replied, "That's not my duty. The person at the front desk should have dealt with that while taking the job. I can't do anything about that now. I am only responsible for doing my job."

She pointed out that it had not been written on the work order for the job done by the original front-desk clerk.

I said, "I understand that you were not the person who signed up the job. What I'm asking now is what can be done to solve the problem. I need this addressed; how can you help me?"

She gave me her most determined look and said, "Sir, there's nothing I can do. This is not my fault. The person who took your order should have noted this. I am only here to do my job; that's what I'm paid to do." I decided I wouldn't get anywhere, so dropped the matter. I have since found another company to assist me in the future.

My second experience was in a supermarket in which an employee mistakenly sent me to the wrong aisle for an item. I accosted another worker who was busily loading a shelf, and told her that one of her co-workers had sent me to the wrong place. I asked if she could help.

She answered, "Sir, I'm so very sorry for the inconvenience. Perhaps that worker is new, but let me help you."

And she left what she was doing and took me straight to the shelf with the item I was looking for, still apologising. She also thanked me for my patience, at which point I smiled to myself and wondered what she was talking about, since all I wanted to do was buy and get out.

Her attitude however, had the effect of inducing a mindset of patience and eliminated the frustration I felt at first. I ensured that I commended her to her supervisor.

Here's the lesson: whatever your role in your company, treat your customers and clients as though the business is yours. Understand profoundly that you can only succeed when your company succeeds.

One way to practise this principle is to adopt what author Napoleon Hill calls 'the habit of going the extra mile" in his life-changing book The Master-Key to Riches.

Customers come to your company because they want you to solve their problems, not make excuses or point fingers at who messed up.

Make it your job to make customers happy by going beyond the call of duty to help and serve them.

Glenford Smith is a motivational speaker and personal achievement strategist.

glenfordsmith@yahoo.com