Go the Extra Inch

This is the ' action point ' of great or poor ': this is where the thinking and mindset shifts to stop, and real action takes over.

'As long as you keep on improving week by week, that is all that matters. '

(Lewis Moody, England International Rugby Player)

There's lots of valuable material out there, I am not putting any of it down, however it tends to all be ONLY about what do you do. Do this, do that, smile at people, shake peoples hands, answer the phone within three rings, whatever it is. Well yes, we all know that stuff, it's what we call:

'Blindingly obvious common sense '.

Again the problem is, why doesn't it happen?

The answer to ' why it doesn't happen ' lies in the first two principles: We haven't got a customer focused mission and we haven't filtered all of our strategy, process and systems through the customer's real needs.

Do those two things and people will be empowered to go the extra inch.

If you don't do those two things you're back with the problem of taking the horse to water but not being able to make it drink ... and we see this happening every day.

This commonsense principle is about the little inch over time which, if applied consistently and excellently, produces a huge amount of progress over time. If it isn't done, on the other hand, businesses that are thriving today will fade and die as time marches on and their competitors get smarter, more efficient, and most importantly more customer focused.

People can do an inch in every thing they do every day, they can't do the mile remember.

I always love a definition of failure and success by an American speaker, who recently died, called Jim Rohn - and he said this:

'The definition of failure is small lapses of judgement repeated over time'.

It's small things multiplied by time. This is critically key to success in any organisation, any person, and any situation.

Go the Extra Inch is the material that enables you to personally achieve progress over time. It is suitable for people at all levels, and focuses on small actions that people can succeed at on a regular basis, no matter what position they are in their organisation.

It is packed full of principles such as:

• The crooked stick approach
• What differentiates successful people from other successful people
• If you think you can or you think you can't, you're probably right
• Shift happens what you appreciate that customers are people
• Actions speak louder than words
• Manage your time excellently
• Treat others as you would wish to be treated (if you were them)

Buy it for yourself, learn how the principles will help you deliver excellence every day in your role, then buy it for everyone else who interacts with customers (and, let's face it, everyone is a customer ... internal and external: up and down!)

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