(Originally Published November 2009)

It’s not hard to go the extra mile.  It’s just we often don’t think that it really matters or don’t wish to expend the time and energy.  But it matters.

I’ve been traveling this week.  That usually means I’m either the recipient of kindness or overlooked for some.

Marriott always seems to exceed expectations.  From a friend who used to work there, I know that anyone who is within 10 feet of an employee is supposed to be talked to.  I found that this week with everyone from desk clerks to housekeepers to food service.  Nice.

The fine folks at Atlas Aviation were giving out all sorts of things to the crowd at Airportfest today.  Fireballs.  Water.  Toys. Bags.  And when I mentioned that the goodie bag would help me with the home presents, they immediately picked up that there were kids involved, asked how many, and quickly provided a second goodie bag to make sure there was equal joy in the Hoffler household tomorrow.

Air Traffic Controllers don’t always go the extra mile.  We had kindnesses all along the East Coast today.  First, Florence Approach alerted us that the U.S. Space Station was about to fly overhead.  She could have just told us the altimeter setting.  Instead, we got a five-minute warning (we didn’t even know it was a possibility) and a 30-second warning.  Another pilot said it arrived (a high wing and a northward path prevented us from seeing it — OK, Piper fans, it’s ONE benefit, but even God put the wings on top).  And even the usually gruff Fayetteville controller gave us a step-down pilot-controlled approach and had us cleared before we even asked for all three segments.

Then there were the Expo booth attendants that wouldn’t even talk to me as I looked at their products.  Not only did I not get the extra mile, I didn’t even get the mile I felt was expected.  They not only didn’t get business, they got poor feelings to boot.

Perhaps it’s a handwritten note (hats off to you, Jeff B and Karen T!).  Perhaps it’s a kind word that wasn’t required.  Perhaps it’s a follow-up phone call.  Perhaps it’s giving more than is required or an extra tip.  Whatever it is, it is likely to be appreciated, likely to help you be remembered, and will give you a yummy feeling regardless of response.

Go the extra mile.  Do more than is expected.

Communication matters, what are you saying?

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