What the heck is "the extra mile," and how do we walk it for our customers?
Toyota of Cool Springs has a fun story that may get us closer to an answer.
Tim B was driving home with a new member of his family, a kitten. Suddenly he discovered his new friend was not in its carrier but had found its way inside the dash of the car. 🐈
Calling for help, Tim was told by the service department at the Cool Springs dealership to come into the shop, where 5 team members worked to get the cat out. Eventually, the dashboard had to come off, but it worked, and the cat was returned to Tim (and into its carrier).
⭐️⭐️⭐️⭐️⭐️In Tim's 5-star review/retelling of the event, he says he has become a loyal customer of the dealership due to them walking this extra mile for him.
So, if we are defining "the extra mile" from this story, it starts with listening to the customer's problem and treating it like your own… even when it’s nowhere in the job description.