Great employees go the extra mile

How far would you go for your employer? What do you do to make sure that you deliver not just a good job – but a great job – for your salary?

I ask these questions for a couple of reasons.

First – take the amazing story of Captain Chesley “Sully” Sullenberger’s landing of his American Airlines plane on water in the Hudson River last week. Now we all know that airline pilots and crew are trained for the worst case scenarios. Thankfully, few of us are involved in work where I life or death situation may arise. Even with that training though they can only be tested if the worst should happen. And it did. The fact he landed the plane safely is evidence of his enormous technical skill and judgement. When he had done so he then apparently went through the plane – wading through water – to make sure that everyone was off.  A true act of leadership and I expect it was what he felt personally he wanted to do.  But it also reflects very well on American Airlines that they would have someone of his calibre on their staff.

Every so often we come across someone who will go the extra mile for a customer. In our local convenience store last week ( my first visit) I noticed that the staff had a friendly word for everyone who came through the door. My son uses it more often and he says that often the staff will greet an elderly customer and either take them to get the items they need off the shelf or take their shopping list from them and let them have a seat while they bring their groceries to them. I will go back on the strength of that alone.

Now flip that to the employees who do only what they ( think they ) are paid for. It may manifest itself in only being at work for exactly 9 – 5 or telling a customer that it is someone else’s fault that something has gone wrong.  The kind of thing that when you are on the receiving end is upsetting and frustrating. Here in the UK we use the disparaging term “jobsworth” to describe someone like that ( according to my dictionary someone who upholds petty rules). 

A word of warning though. Employers of people who behave this way may actually be the reason they are. If employees are not empowered ( and I mean really empowered  – with the backing of their manager) to make decisions on their own then why would they?

I found it interesting that when I raised this issue with a team  in a supporting role in an organisation one said that it was alright for the higher paid employees to do that – that was why they were paid so much more. Tell that to the assistants in my convenience store….

I believe that being a great employee is a state of mind. Of course the technical ability – especially in cases like Capt Sullenberger – is crucial. But equally I am sure we have met professionals with great ability eg doctors, lawyers, accountants whose attitude is less than helpful.

I would love to hear some great employee stories. Please share.