Going the Extra Mile: A Lesson in Exceptional Service
In the world of business, impactful moments often come down to how we serve others. Whether it’s a client, a colleague, or a customer, the effort we put into exceeding expectations can leave lasting impressions that shape our personal and professional legacies.
As Mahatma Gandhi said, “The best way to find yourself is to lose yourself in the service of others.”
Years after it occurred, the following story from Mahindra Holidays still stands out as a unique example that captures the essence of going the extra mile and reminds us why exceptional service matters.
A Ride to Remember: The Mahindra Story
In Coorg, Karnataka, a receptionist at a Mahindra Holidays resort received a call from a guest stuck in traffic. The guest was worried his family wouldn’t reach the resort before lunch service ended, and he didn’t want his children to go hungry. The receptionist assured him the restaurant would set food aside, but a colleague overheard and joked about the heavy traffic delays caused by a local event.
The receptionist couldn’t shake the thought of the children waiting in the car. So, when his shift ended, he loaded four lunch boxes onto his motorcycle and rode through narrow lanes to find the family. After navigating for 1.2 kilometers, he finally reached their car and handed over the meals, saying, “Your children must be very hungry!”
This wasn’t just a delivery; it was an act of kindness that transformed a potentially stressful situation into a moment of joy. It turned a simple transaction into a story of loyalty, leaving an indelible mark on the family’s memory of Mahindra Holidays.
The Ripple Effect of Exceptional Service
This story exemplifies a key lesson: exceptional service doesn’t just satisfy a need; it creates experiences that build trust, loyalty, and emotional connection. For Mahindra, this act of going above and beyond wasn’t just about lunch; it was about living their values and demonstrating a deep commitment to their guests.
As we prepare to step into 2025, this story prompts us to ask ourselves: How far are we willing to go to serve others?
Lessons from Customer-Centric Leaders
The Mahindra story echoes what many customer-centric leaders emphasize in their approach to service:
1. Howard Schultz, Former CEO of Starbucks:
Schultz often says, “We are not in the coffee business serving people; we are in the people business serving coffee.” At Starbucks, the focus on creating a personal connection with customers is embedded in every interaction.
2. Tony Hsieh, Former CEO of Zappos
Hsieh built Zappos on a foundation of exceptional service. He famously encouraged employees to use their discretion to make customers happy, even if it meant going beyond standard protocols.
These leaders remind us that when we prioritize people, business success often follows naturally.
Why “Going the Extra Mile” Matters in 2025
As we set goals for the new year, let’s commit to embedding customer-centricity into our daily actions. Exceptional service isn’t just about responding to needs — it’s about anticipating them, solving problems creatively, and creating experiences that resonate.
Here’s how you can start:
1. Empathy First:
Understand your customers’ needs at a deeper level. What keeps them up at night? How can you ease their journey?
2. Think Proactively:
Don’t just meet expectations — exceed them by anticipating challenges and addressing them before they arise.
3. Personalize Every Interaction:
Small, thoughtful gestures can leave a bigger impact than grand initiatives.
4. Empower Your Team:
Foster a culture where employees feel encouraged to take initiative and make decisions that delight customers.
5. Reflect on the Impact:
As you close out 2024, think about the times you went the extra mile. How did it feel? What was the result?
[ ALSO READ: https://blog.focusu.com/how-to-stage-an-experience-for-your-customers ]
Make 2025 Your Year of Service Excellence
As the calendar turns, let’s remind ourselves of the profound impact small acts of service can have. Whether it’s a smile, an extra effort, or a thoughtful gesture, every interaction has the potential to leave a lasting impression.
To quote Maya Angelou, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
In 2025, let’s focus not just on delivering results but on creating meaningful moments — for our clients, colleagues, and communities. The story of Mahindra’s receptionist shows us that extraordinary service doesn’t require extraordinary resources. It requires heart, intention, and a willingness to go the extra mile.
As the year ends, reflect on the ways you can elevate your approach to service in the new year. Whether it’s taking a little extra time to solve a client’s problem or surprising a colleague with unexpected support, every effort counts. Exceptional service is a choice — a choice to care deeply and act purposefully — a choice to “Be More” by going the extra mile, one act of service at a time.
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