Be Extra.

"You can start right where you stand and apply the habit of going the extra mile by rendering more service and better service than you are now being paid for". 

Napoleon Hill.

I love reading. Most of the people that know me can attest to this. You can be sure to find my nose buried in a book even right from the time I was really young.(Well, really young, because I am not old old right now) 😁😁

And as such, I was one of the happiest people when digital publishing became a thing and e- books were no longer an elite privilege.

Years ago there came a new player on the scene, now currently one of the foremost digital publishers in Africa. As a matter of fact, this app was the next best thing since sliced bread that year. The app was available on android and coming soon for IOS and that was the issh Fam. I could read all I want via my mobile phone and on the go. You can imagine my obvious excitement. I was in ninth heaven. 

The most interesting part was the plethora of indigenous books on this app. By Nigerian authors for Nigerians and the world at large.I was reading books set in Lagos about Lagos night life, or a book written about schooling in Calabar, the options were endless and i was always so eager to dive in.

Awesome stories at my fingertips, and quite affordable too.

It was while browsing through available books to read and having made a selection I found out I would need to pay to read the book I had selected. I didnt hesitaite at all. I was happy to pay 500 naira for the worthwhile story I knew I was going to find within the pages of the book. 

I proceeded to rechage my app account electronically, the process was seamless, I was debited in due time but the funds didnt reflect in my app account immediately. Ha! Trouble! 

All my anticipation and excitement deflated like a rough handled ballon. If i didn't get the debit alert from my bank, I would actually wonder if I carried out the payment process correctly. It wasnt funny oo. I doubted myself and the whole payment process. 

Immediately, I reached out to their customer service to complain about the issue I encountered, I was attended to promptly. 

The agent asked the right questions, assured me that I did the right thing and that I would be credited within the hour. I was skeptical because I had never had this sort of experience before but I gave him benefit of doubt. Anyways, who was going to suffer if I didn't get credited? It might be business to them, but it meant so much to me. I needed it to work else my reading experience would wane.

Within 20 minutes, my app account was credited and I was able to buy my choice of book and start reading. I was really impressed. About 45 minutes later, I got a call from the agent I spoke to before who verified if I had been credited, apologised for the delay while also promising me that it won't happen again. He also reiterated that henceforth, their customers will be credited with immediate effect. Well, *fingers crossed*

I had no complaints really about using the app and so imagine my surprise when same agent called me to find out if my reading experience was great, if I had any feedback for the team and gave me access to two new books. I was over the moon and didn't hesitate to tell everyone I know to get on this moving train. Little wonder that my relationship with this company has waxed stronger over the years.

Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting. In my case It was the sales representative from the publishing company calling back to find out, if i didnt encounter any difficuties in paying for my favourite books or in navigating on the app.

In closing, going the extra mile will not only result in a much happier customer, it can also go a long way in terms of keeping your business growing as well as staying on their radar for future opportunities and business.

How are you going the extra mile in your business or in your relationships today?

Do let me know in the comment section. 

I look forward to hearing from you.