The Extra Mile….

Diwali shopping last weekend left me totally drained, having spent over four hours browsing stores for gifts for my dear ones, suitable for both their likes and my pocket! At the end of the adventure, I longed for a strong cup of Punjabi chai to regain enough strength to drive home in the crazy traffic. I looked around but could not find a place offering chai. Finally walked over to a beer café and plonked on the first free chair. I gulped down a couple of glasses of cool water as I browsed the menu. I could see a whole list of fancy coffee and shakes but could not spot tea. I beckoned to the waiter and asked him for a cup of chai. He smiled and shook his head. I poured all my charm into a smile and requested him to check with the chef once before finally declining my request. Half-heartedly, he walked into the kitchen, to return with a rather youngish chef in tow. I shook hands and requested if he could give me a nice Patiala cup chai as I was too beat to get up and look for another place. Seeing my tired face, the spread of shopping bags around, the chef understood my plight and smiled. He asked me to wait just 5 minutes. I waited and shortly saw the waiter bring me a huge mug of best-ever Punjabi chai! With each sip, I felt my energy returning and my body refreshing! (only a chai lover can understand the magical power of a cup of good chai). When I asked for the bill, the waiter reappeared with the chef. The chef asked me if the chai was good enough. I gave a thumping yes and thanked him for it. He seemed pleased. Then, very politely he said, we cannot give you a bill, since tea is not on the menu! He served me a made-to-request chai only because I was so tired and desperately needed that one cup of tea. I insisted as I could not leave with a free chai. He shook his head again and said that my enjoyment was payment enough!

I left, feeling refreshed, a smile on my face and a revived energy in my step. How easy it could have been for the chef to decline my request. But he had won my heart and a loyal customer for life, simply by going the extra mile. This is the #value-add all managers look for in their teams, especially those who are in #service delivery. It’s the easiest to say no and refuse out- of- the- book requests. But understanding the need of the customer and seeing how it can be accommodated within the framework of the rules is #the extra mile that can win #happy customers!