The Extra Mile - Exceeding Expectations

The Extra Mile - Exceeding Expectations

This week, we’re focusing on exceeding expectations - one of the ten ‘pillars’ of our program.  The mindset is that being exceptional comes from being different (a category my mom tells me I’ve had decent market share of for years).  To truly create something different, you have to act, prioritize, and think differently. 

More than an interesting thought exercise, there is a process to consistently exceed expectations.

We teach four concepts to ‘go the extra mile’:

1. Know your job; do your job. 

   1. Before you can exceed expectations, you must know your role and execute it consistently.  Inconsistent high performance is less valuable to the team than ‘average’ consistency.  

2. Create margin.

   1. To go above and beyond, you must have the capacity to do more than is expected.  Where are you leaving space around the edges of your life for unexpected opportunities?  When you find those unexpected opportunities, are you bold enough to act on them?

3. Remain open to non-linear problem-solving.

   1. In the people business, not every solution is obvious or linear.  I crave quick decisions and am often stressed when I cannot immediately see the ‘right answer’. The opportunity to add significant value to those around you does not always come in the form of A+B=C.  Be patient, and don’t be afraid to look at challenges from different angles.

4. Lead from a lens of selflessness and generosity.

   1. Walk through your day asking the question, “What backgrounds and experiences do you have that allow you to make today just a little bit better for someone else?”  When you find those things, take action.  When we walk into our day-to-day with this frame of reference and a bias towards action, it is virtually impossible not to exceed the expectations of those around you (whether they ever mention it or not).

Remember:  There’s always plenty of open road on the extra mile.