So often we hear people saying, ' go the extra mile ', but we would have to do disagree vehemently.

The ‘extra mile’ is unsustainable, annoying, demotivating and frustrating. One of my goals in life is to see the phrase ' go the extra mile ' erased from the vocabulary of business!

When I say to people: ' how do you feel when your boss or your organisation asks you to go the extra mile?’ The answer always is, 'it's too far, it's too difficult and it's unsustainable'.

On top of this and, most importantly, it’s likely to be inconsistent (and the one thing customers really crave is consistency): if you deliver an extra mile today, the customer will expect at least an extra mile tomorrow (and preferably two!).

So it's go the extra inch, not the extra mile, because we can do it and it's empowering, energising, and relatively easy … but we can't do the extra mile.