More than one motivational speaker has told the story about Roger Bannister. On May 6, 1954, at Oxford’s Iffley Road track, Roger became the first man to run a mile in less than 4 min which at the time was considered humanly impossible. There is no doubt in my mind that it took Roger years of hard work and dedication to accomplish “the impossible”. What is it that drove this man to such an achievement? Was it a mere wish to be remembered as the only athlete who ever ran that fast? Or it was an immense responsibility to himself and to all those who believed in him as a true athlete. Self development and accomplishment are intrinsically connected to how responsible we want to be for our actions. Our working lives are a continual race and we too, have a responsibility towards those who believe in us: our customers. So what is the record we want to break? Which is that extra mile that we need to run? The correct answers represent the actions that will make the difference between us and our competitors; the actions that will exceed our customers’ expectations, ensuring us the gold medals with the word loyalty written on them. These actions will make us indispensable. A few days ago I was given one of the finest demonstrations about customer service. At almost 1 o’clock in the morning my cellular rang. It was one of my service providers in Mexico. The voice said: “Homero I am sorry for waking you up but I am calling to tell you that your shipment has not crossed the border yet and I will not be able to deliver it on time. I wish I could have done better but this is totally out of my control”. WOW !!! Thumbs up for Ericka! She is definitely a record breaker; she understands what customer service is all about. Her actions make her indispensable. Breaking records at work is about giving it our all; it is the peace of mind to know that no matter what the outcome is, we are responsible enough to do everything within our capacity in order to deliver every ounce of service possible to our customers. This brings to mind a quote by Thomas Edison: “If we all did the things we are capable of, we would astound ourselves.” And unquestionably we would astound our customers as well. I have a race to run!!!
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