When you ask your colleagues or employees of your organisation if they desire salary increase, you are likely to get a resounding yes. As an employee, is it wrong to desire an increase in salary or seek for promotion? No, it is not wrong. The same goes to the CEOs and executives in organisations, they want improved profitability. They want improved results. The catalyst that will propel both the needs of employees and executives (that is seeking for more money or promotions and increased profitability) is not by mere wishing. It is not by having a compelling vision statement; it is not by wishful thinking; it is not by trying to outdo your competitors or investing so much in one form of organisational transformation or the other. The catalyst is propelled when every employee decides to go the extra mile for the customers and for the organisation.
Years back, during one of my programs, one officer said to me, Sir, but I do my work very well, that means that I have gone the extra mile. I responded to him by saying No, you have not gone the extra mile for your organisation. You have just done the least that is expected of you. The confusion here is that some employees thought that doing their assignments or task well means that they are going the extra mile. At the first instance, employees were employed to do their assignments well. When you do as a staff, you have just achieved an average mark. The danger here is that no organisation anywhere in the world can achieve sterling or superlative results with just an average performance. They will end up having average or less than average results and this will not bring the desired increase in pay that employees want or the increased profitability that executives or board members yearn for. Then who is to be blamed? The real growth comes when expectations are exceeded and not when an average or basic result is met – and this is the reality of the business world.
Read also: Make commitment your organisation’s enduring advantage
Going the extra mile means doing more than is required from you. It starts when you decide to make a difference in your workplace. Over the years, I have been a proponent of the following: don’t just do what you do, don’t just go to work, don’t just serve customers, but make a difference while doing what you do, while working for your organisation, and finally while serving the customer. With the challenges businesses and organisations are facing today, it will be more difficult to grow profitability by serving the customers with the basis (remember, everyone is giving the basis). The customers need more than that, and any organisation that can give them more will be their preferred. Spending time and resources to win customers over is one, going the extra mile for them and making a difference in their lives take the business to the next level. Indeed, making a difference in the lives of our customers should be part of our daily culture – no one is exempted from doing it.
The true-life story of someone I know is an example of what going the extra mile can do for an organisation. Despite being an operation staff in his bank, he went all out to talk to someone that his CEO was not able to win over to their bank. He knew the customer on one on one basis – they also attend the same church (my friend was the leader in their group). One day, it occurred to him to talk to this man (whom he did not know that his CEO has been fruitlessly trying to win over). In less than ten minutes discussions with the prospect, he won the customer over to the bank. Remember, the CEO tried to win him over but did not succeed, but someone who was not in sales (who do not even have a monthly or yearly defined financial targets to achieve), but went the extra mile was able to achieve what the CEO could not achieve. What my friend did was a clear example of what we can do individually to help our organisation achieve its goals. As a matter of fact, some non-sales people may even have contacts of some people that can change the fortunes of their organisations, but because they are not in sales, would not want to go the extra mile. Like my friend did for his organisation, in what way can you move the needle a bit for your own organisation?
Points to ponder in your organisation
We do not have the growth of our organisation in mind when we have the power to bring more businesses or introduce better ways of doing things – but simply because we were not in the unit or department responsible for those things, we decide to bury our contributions.
We should not just do things for the customers for doing sake; we MUST make a difference while serving the customers all the time.
To have enduring results across board, employees should always focus on doing more for the customer.
Going the extra mile is always less stressful but comes after a decision to make a difference in all you do.
Finally, being below average or just average would not make one exceptional. When we have “exceeded expectations,” even before the promotions or the rewards, we are happy for ourselves. But exceeding one’s target comes with a price – doing more than is required from you “happily”. When you do, you will be happy with yourself, your organisation, and will be celebrated. And above all, “you will be the one that made a difference”!
On the part of the organisation too, a policy for recognising and rewarding everyone who has gone the extra mile must be in place and seen by all.
Remember, you may not have control over so many things in your organisation, but you have one power which no one can take away from you – and that is the power to go the extra mile regardless of any circumstance.
Interestingly, everyone has that power to make a difference!
Be a difference maker!
As always, I welcome your comments, questions or requests.
Your trusted advisor,
