Do What is Expected and then a Little Bit More

Do what is expected, grease the gears and pump up the tires, but then do just 10% more just to show it matters. The rewards for that 10% additional effort can be profound.

I remember seeing my road bike right after its first tune-up done by the most conscientious bike shop I had ever seen before. At the time, there were two bike shops in the town I was living in and the other one did acceptable work. They cleaned the gears and lubricated the derailleur and ensured proper air pressure for the tires. But that other bike shop, they took things to as personal callings, it seemed.

They cleaned the bike inside and out. They rewrapped the handle bars. My breaks never felt so secure or so consistent as they did after they came out of that shop. When I went to pick up my bike, the owner would have me sit on it to ensure proper sit and adjust the seat height and tweak the handle bar angle.

Why would they go to such lengths to do such a truly exceptional job? I doubt very many of the customers knew to appreciate all of the remarkable steps the bike mechanics went through to make the bike not just function well but wow their riders. After a couple of tune-ups, I really started to feel like the shop was at least as dedicated to my bike enjoyment as I was, maybe more even.

When I look out at my broader life experience, I see those individuals who just do think a bit more completely, more thoughtfully, and with more dedication than the rest of the crowd. My favorite teachers tended to be that way. I’m still connected to my elementary school librarian in large part because she was that way. Grocery store clerks, farmer’s market shop owners, church leaders, and so many others.

And when I look at what they do differently that makes them stand out above the crowd, is that they pay attention to the little details. They take the extra 30 seconds to lock my name into their memories so they can greet me in a personal way. I’m sure they get paid the same with or without knowing my name, but it sure changes the experience for me. It makes me that much more loyal to the store or that more excited to visit the library or wherever these amazing individuals go. And they tend to care just a bit more about their work, the people they serve, and their impact on their communities.

So what lesson can we learn from this beyond just knowing that great people are out in our communities, which in and of itself is no small thing. I’d say that when we recognize people who are willing to go beyond what is expected, we really need to celebrate them and their efforts. How deeply do we need people who care in our communities! And the best way to ensure that people like these persist is by trying to become like them. So my challenge for myself and for anybody else who is willing to give it a try, is to do what is expected, grease the gears and pump up the tires, but then do just 10% more just to show it matters. It doesn’t take much to be above average in many respects. But it does take a little bit more. The rewards for that 10% additional effort can be profound.