I have a client that once a week at the morning meeting goes through one of their organization’s points of culture. A couple of weeks back the point of culture was “above and beyond” of which he challenged his team by asking them how they’re going above and beyond to perform for their clients? He also mentioned something to me that I thought was very interesting. He said, “You know coach, who’s the real benefactor of going above and beyond?” I responded, obviously your clients, because delivery mastery is always about delivering your goods and services with consistency. Giving your clients what they want, when they want it, the way they want it. So, when they know they order a product or service from you, they’re going to get it consistently the right way.
Because of this, I automatically would think the customer would be the benefactor. Gio mentioned to me, “You know, coach, I think it’s the individual who goes above and beyond.” As we started talking it made sense. Think about it, if you’re going above and beyond each and every day, that means you’re doing a little bit extra. It could be a program you’re working on of which you’re consistently taking that extra step. If you’re a salesperson, it could be making that extra call. If you’re a service provider, it could be calling a customer and saying, “Thank you for being a valued customer,” or “just checking to see if there is any way we can serve you better?” Whatever goods or services you’re producing and delivering, you’re just doing a little bit extra for your client so you can stand out. And when people stand out, your clients remember you and they come back for more. They also tell their friends and colleagues of who will soon become new customers. You’re slowly building your brand to be recognized as the best.
However, how does the individual delivering the service benefit? Because as they’re going above and beyond, doing a little bit extra each and every day, that compounds and becomes habitual as their standard of excellence slowly rises to a point that one day it’s just the way they do business as the norm. Now, they’re consistently standing out by mastering the delivery process. Their clients expect it. Their culture has evolved from them consistently being their best. As that individual is working on getting a little bit better, willing to do what it takes to deliver with excellence, going above and beyond each and every day, they themselves are growing and getting better. Before they know it, they’re a superstar just naturally delivering their goods and products with excellence.
Do you want to build a culture? Do you want to build a brand where people want to come back to you, where you stand out amongst your competition? Just empower your team to go above and beyond. However, most importantly, take Gio’s lead, he just takes one point of his culture on a Monday morning to review with his team and challenges them of how they can deliver on that point of culture for that week.
By addressing a different point of culture week after week, empowers his team to get better and better. Gio now is doing less because his team is doing more and businesses is coming his way because their standard is excellence shines bright.
In our coaching session with Gio and I, a portion of that session, Gio was the coach, and I was the client. There’s value, wherever you go as long as you’re ready to receive it. Be willing to go above and beyond and see what shows up for you.
COACH MICHAEL DILL is an Award-Winning Certified Business Coach, global speaker, and published author. He is the President of Power & Ice Wealth Creation a strategic leadership company that works with business owners, leaders, teams, and entrepreneurs to both develop a systematized and structured organization while accelerating their mindset, efficiencies, and effectiveness to grow both personally and professionally to achieve extraordinary results. He brings more than 40 years of business and entrepreneurial experience in his leadership, team training, and mentoring practice. Businesscoachmichaeldill.com