We’ve all heard this expression, but I was reminded recently how important this adage is by an experience I had when I was a young Account Executive with one of Canada’s largest advertising agencies.

A large international client from Boston was in Toronto for a day of meetings and I was responsible for making sure that lunch was available.

Last week AT&T showed why you should hire people who care. Their customer service employee literally saved her customer’s life.  Now Winn-Dixie is schooling us in the fine art of going the extra mile for your customers.

Recently, employees in their Stuart, FL store helped two of their customers avoid losing almost $3000 as victim of a con artist.

As  the couple was about to send $2796 to supposedly get their grandson out of jail, the Winn-Dixie employees got involved.

Recently I went to the Royal Oak Farmers Market. I was happy to see that the wonderful folks from McClure’s Pickles were there again.

A few weeks ago I tasted their fabulous pickles and bought a jar. My husband and I were overloaded with goodies and the bag that dropped right by our car was the one that contained those pickles. The jar was smashed into smithereens and we wrapped it in plastic to get it to the garbage at home. The car had the wonderful aroma of pickles but we didn’t get to eat any.

I while ago, my wife and I traveled to Kuala Lumpur (Malaysia). It was a wonderful trip where we mixed business, fun, the thrill of seeing new places and the warmth of making new friends. But, as we stood in line to re-enter the USA I reflected on how tired I was (tired of flying) and how good it felt to be home.

Do it because you care

And here are some additional thoughts on this topic…

We all have the ability to deliver Amazing customer service to every customer every time. More than that, we have the obligation. Yet, as we all know, this is more an ideal than a reality.

“If you care at all, you’ll get some results. If you care enough, you’ll get incredible results.”

-Jim Rohn
Author of: Lessons on Life: How to Live a Successful Life

Yesterday my dad had his second (or third or fourth, I can’t remember) retirement party. He’s not really retiring. He is moving on to the next phase of his career and his life though. So his colleagues and clients threw him a party. It would have been more fitting to call it an Appreciation Party.

It was endearing listening to all the stories people told about dad. Some I had heard before. Others were new. One that struck me as particularly relevant in a business context was the “marketing advice” he gave a colleague years ago. He said “If you are friends with your clients they’ll stick with you.”

Dad is a CPA. The person he said this to is an attorney. They both

Yesterday a massive fire engulfed a large apartment complex in my city. While fire fighters from 6 communities fought the blaze, residents shivered in sub-zero temperatures. It was three days before Christmas and everything they owned was going up in smoke.

It was a miracle nobody was injured. But the tragedy is still monumental for the people who lost their homes. And, for a business, it’s hard to imagine a more difficult situation to be in.

This video does a good job showing the Starbucks experience. How does your company compare?

My wife and I are pet people. Our pets are our companions. So two years ago, when one of our two dogs died, we struggled with the question of getting another one. Our vet reminded us that our remaining dog, Maggie, would likely fare better with another dog in the house. It was what she was accustomed to. And dogs are pack animals. They often prefer the company of people and other dogs to being alone.

Paul Schmelzer writes for a number of publications both online and off. He knows a good story when he sees one. He didn’t have to look far for this one he shared recently on Eyeteeth.

“The other night, I got a call from a dejected Seven. My 12-year-old nephew, who’s been living with us for a few months, was at the library, and his bike had been stolen.”

A little background: