This week I will point you to the fourth and final article by Mark Goulston and John Ullmen, "When You've Done Enough, Do More."

The authors talk about "overdelivering" and doing more than what was expected of you in order to strengthen relationships.  This can pay off in surprising and positive ways.  The article has some great examples, so please read it.  And here is a quote:

When you begin interactions in this way — by doing more, and sometimes even taking a risk in the process — you form instant bonds with people who are tired of being ripped off, manipulated, or given the bare minimum of service. You prove immediately to these people that you have integrity. And they tell other people, who tell still more people.

In fact, you can “do more” for people who have no connection with you at all. Think of this as committing “random acts of doing more.”

In the past year, I have been approached by three newer administrators, all of whom have asked me to meet with them regularly.  In these sessions they have asked my advice, shared their difficulties and successes, and built a valued relationship with me.  I hope I have helped them, and I know they have helped me.  By taking the extra step of meeting with them regularly, I have benefited in ways that I didn't anticipate.

In working with customers, I often take the extra step of making a final follow-up query.  Even when I think their issue has been resolved, I take the time to ask them how they feel about it.  Most of the time, all is well, but occasionally I find that there is a still an unresolved problem.  If I hadn't followed up, they might not have complained, and I would probably never know that I had left behind an unhappy customer.  Taking that extra step pays off over and over again.