• this is a good question because i had a meeting a few months ago almost about this same thing. okay, so i manage a hotel and for many of the customers the norm is totally okay. for example, every room has refrigerators and microwaves. now, most guests love that but there are very many who could care less. if the price is affected by the "extra mile" then most guest would decline to be treated differently. Now, some customers want hand lotion, candles, wine glasses, etc. those customers who want the extras also pay for those (suites and deluxe rooms). Now, say i provided all of that to every guest regardless of how much thtey paid to stay. yes it would be devastating to business to provide every person with all of these perks. maybe it would be different if guests were "given" things they could leave and other guest could use. say, for instance, we gave every guest a back massager but they had to leave it here when they checked out. then new guest would have them also, but if they keep getting stolen, then of course the "extra mile" starts costing you. we do give special treatment to guests who stay very often! we know they have paid good money over the long haul and we can definitely afford to spend a few dollars on someone who has spent twenty times what those wine glasses cost that we gave him to take hom =]. ugh! i hope this helps.
  • Going the extra mile can cause problems when that extra time you are spending with your current customer is at the expense of the next customer. They may grow tired of waiting and take their business elsewhere. It's always important to leave a good impression though. Perhaps the key is little things that make the customer 'think' you are going the extra mile (when it's only a matter of yards).
  • The important thing to know is that there is a cost to everything. If you try to go the extra mile without working the cost into your revenue stream, then yes, you will go out of business. There are certainly times when you will need to do something extra to avoid a loss. For example, something that would give bad publicity. In fact, think of it this way. The Ritz Carlton hotel is regularly awarded the title of "Best Value" hotel chain. Of course, the Ritz starts at $500 a night, so how is that a value? The answer is because they do look after your every need, but they can do that because they charge so much.
  • The extra mile is what will keep you in business over the long haul. But you have to plan on it. Here is a rule of thumb: Under promise and over deliver. You already know how far you can go. Don't advertise all you offer. Surprise people. Many will be happy with the basics, but if you are prepared to go beyond what is expected to help folks, most will never forget and will recommend your business to their friends.
  • No, you cannot give the "extra mile" for all customers; it wouldn't be the "extra mile" then, it would be the norm. However, I don't believe in "minimum" service for any customer. The customers which give your business the extra mile (special purchases or repeat customers) should be treated special. Customers who have a defective product should be satisfied - sometimes that means giving the extra mile. Your reputation, as a business, should be friendliness, honesty, fairness and willing to work with the customer - as well as being known for going the "extra mile" - when necessary.

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