To win in business in these times, delivering only what’s expected is the price of admission. To grow market share, gain more loyalty and to build your brand you need to go well beyond the extra mile. You need to wow your customers. You absolutely must deliver unexpected value.
Today, think like a customer, for just a few moments. And then commit to ways of thinking, feeling and behaving that will deliver more to your customers than they have any right to expect.
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P.S. We're also happy to provide you the transcription of today's episode at no cost:
It is so rare in business and in society right now to see people that consistently go the extra mile. You're in a restaurant, the server generally gives you what you expect, or less than what you expect. You go into a clothing store, it's what you expect, or less than what you expect. You do business with any organization, it's generally delivering on what you expect, but more often, even less. So, you have a gorgeous opportunity to lead the field in everything that you do by doing one thing, practicing every single day, because it's a muscle, the ritual of over-delivering.
Don't just give your customers what they expect. Give them 10 X more than what they expect. Don't just give your organization what your manager, what your boss, what the organization is expecting from you, show something that is so rare in today's economy, initiative. Initiative, so you're asked to do a project, give them five more things than they expect.
You're asked to give a presentation on something, go the extra mile. Consistently dial in the daily habit of over-delivering on people's expectations. And guess what? You become a merchant of, wow. You become indispensable to your organization. I wrote a book a little while ago called, The Greatness Guide, and one of the chapters talked about the importance of being indispensable. And I learned that when I was a young lawyer. And I remember talking to my mentor, and I asked my mentor, you know the top litigator at this firm, how come he is the icon of the legal profession in this region?
And my mentor looked at me and said, "Robin, because that person is indispensable to this firm." Well, how do you do that? By practicing the ritual of over-delivering every single day for the rest of your life.