Our team is often dispersed across the country so it was great to have everyone together at our strategy day last week.
The biggest focus of the day was ‘customer service’. The results from our ‘Did We WOW You’ survey, clearly shows that we provide a really good service. But we want to push for excellence, and we discussed how we could achieve this.
Going over and above, the extra mile and aim to exceed client expectation were mentioned. However, we agreed that this may not always be a good thing as it may become the expected norm and it would be better if we managed expectations better.
Having said that, there are times when going over and beyond is really appreciated.
My daughter is due to go the University later this year, but we were missing a vital piece of required information – her birth certificate.
After arranging for a duplicate, we were advised by UK Official Records that the copy would be delivered on Monday.
It arrived whilst we were out the Saturday before! Requiring the envelope to be signed for, we ended up with the Royal Mail missed delivery card advising that we could collect it from the depot the next working day – Monday!
Feeling slightly disappointed, we carried on with our day.
Yet, within an hour of returning, there was a knock on the door. There stood our post lady holding the envelope! “I was on my way back to the depot, when I saw your car on the drive”.
As you can imagine, we were really pleased and appreciative. Not only did we receive the birth certificate earlier than the UK Official Records said, but our post lady took the trouble to check to see if we were in before taking the envelope back to the depot and we were able to finalise my daughters university paperwork.
In this case, going the extra mile and exceeding expectations was really appreciated and we can only say good things about both organisations – something any business would want.
The Survey Initiative is an experienced employee research company. If you would like to know more about how we can help your organisation with any employee research matters or would be interested in a FREE Employee Engagement Survey, then give us a call on +44 (0)1255 870735 or contact us via our website here.