Categories
Fanatical

Going the extra inch

Soccer penalty kick

 

(photo: In customer service all it takes to achieve the goal is just a little bit more than the customer expected… an inch will do)

Everyone has heard the customer service mantra, ‘got the extra… mile”.

But what about this one?

Go the extra inch

This is a concept that is an astonishing paradox to the notion of going the extra mile.

In calling Fidelity a month ago to set up tomorrow’s meeting, the CFP answered the phone without using his name.

In some work cultures, that is failure.

In others, it’s business as usual because people are clueless to what world class customer service looks like.

Funny thing though, the industry has created the stereotype where that type of typical service, even from the senior leaders, comes with the territory.

Funny how much respect you get when the CFP realizes your net worth.

Tomorrow will be interesting.

Switch to the Mind Blog