When was the last time a service experience truly stood out to you? Not just a transaction, but a moment where someone went above and beyond and genuinely surprised you? It’s a rare feeling these days. The standard response to a “thank you” has been watered down from a heartfelt “my pleasure” to a generic “of course.” We’ve all lowered the bar, and I think we’re all a little poorer for it.
This is why I’m captivated by the quote:
“It’s Never Crowded on the Extra Mile.”
It’s more than a catchy phrase; it’s a profound business philosophy. It’s about a simple choice to do a little bit more, to invest a small amount of extra effort that pays massive dividends. These aren’t grand, show-stopping gestures. They’re the quiet, everyday actions that build real trust and set you apart.
I’ve seen this in action countless times. I know an agent who sends a small, personalized gift to her clients on the anniversary of their closing—a bottle of their favorite wine with a handwritten note. It’s a small detail, but it makes them feel remembered and valued long after the sale is complete. Another broker I know has a practice of sending a handwritten note to every agent, even those who aren’t on his team, after a difficult closing or a deal that falls through. The note doesn’t ask for business; it simply acknowledges their hard work and the emotional toll of the situation. It’s a gesture of empathy that builds a reputation that money can’t buy.
Another example that always sticks with me is a real estate team leader who, after a particularly busy month, took the time to personally call his top-performing agents. He didn’t talk numbers or goals; he just told them how much he appreciated their dedication and grit. He shared specific examples of how they handled tough situations, letting them know he sees their effort and values them as people, not just as producers.
The extra mile isn’t about being a hero; it’s about being a little more thoughtful, a little more committed, and a little more human than the next person. It’s a path with no traffic, and it leads directly to the kind of relationships that build a legacy.
