How often is this you?
You didn’t break it, but it’s your responsibility to fix it.
Many people might respond with: “THAT doesn’t fit MY job description (or pay grade)!”
I heard this a lot when I was in the Army.
Of course, it was usually not more than grumbling and whining as the person went about the task of fixing it.
Often, the exceptional value to the customer comes in the form of willingness to “go above and beyond the call of duty . . . with VALOR” to handle whatever comes at us.
This “Halo Service” can make us Heroes in the eyes of the people we serve, thereby increasing our worth to them.
Professionals and organizations who “get” this concept often can charge more than their competitors.
Restaurant servers get higher tips . . . Commissioned sales people have fewer requests/negotiations for compensation adjustments.
Get this right, and your competitors fade into that gray area as “Commodities” as you shine as a “Premium Performer.”
When I say “Get this right”, there’s a subtle hint of the yang in this scenario which must be balanced.
If we communicate that we will ALWAYS do ALL things for ALL people, we run the risk of losing our grasp on our true functional value.
We must be BEST at our core services and draw the line of our willingness to handle exceptions at that point that compromises our ability to perform our core service standards.
In my world of Real Estate Sales and coaching the Vital Agents of Pareto Realty, we have myriad moving parts in every purchase or sale of a house.
We have many opportunities to go above and beyond in terms of fixing things other people break, and we do a LOT of that, and the best agents know where that line is and will set clear boundaries in the form of referring an expert/specialist to our client.
A good example would be a client asking for legal advice – or structural opinions – or financial planning from a REALTOR . . . referral to an attorney or engineer or financial planner is most appropriate.
So . . . In your profession, where are your boundaries?