Key Takeaways
- Origin Matters: “Going the extra mile” comes from biblical teaching about exceeding expectations, even under difficult circumstances
- Small Actions, Big Impact: Simple courtesies like saying “my pleasure” instead of “no problem” can differentiate you from competitors
- Free Value Wins Loyalty: Providing complimentary services like filters or unit cleaning during maintenance builds lasting customer relationships
- Leadership Sets the Tone: Whether in business or education, going above and beyond creates a culture of excellence that others will follow
We have all heard this expression, but what is its origin and how does it apply to the professional and personal areas of our lives? This idiom is sourced from The Bible, Matthew chapter 5, in which Jesus addresses his followers in the well-known “Sermon on the Mount”. The verse reads: “And whoever compels you to go one mile, go with him two”.
To understand this fully: during this time in history, the Roman Empire occupied Jerusalem and the Jews found themselves under the authority of an oppressive government. Roman law dictated that if a Jew was commanded to carry a Roman soldier’s possessions, he had to carry them for a mile. Jesus wanted his followers to be humble and willing to do more than what was expected of them, even in challenging circumstances.
Going the Extra Mile as an HVAC Technician
Sometimes excellence is as simple as being pleasant! Instead of replying to a “thank you” with the generic phrase “no problem”, say “my pleasure”. Your choice of words matters more than you might think. Always say PLEASE and THANK YOU! The customer is paying your salary—never forget that fundamental truth.
If your company still uses paper job tickets, sign them with a personal “Thank You!” Be willing to stand out among other techs with both your words and actions. For example, I used to wipe down the outdoor units with Turtle Wax spray when performing preventative maintenance. I always vacuumed out furnaces thoroughly, and unless the customer had a media filter, they always received a filter for FREE.
Look for opportunities to go above and beyond for both your customer and your employer. These small gestures build trust and often lead to referrals. Stellar customer service and intuitive social skills can be taken with you throughout your personal and professional life, regardless of where your career takes you.
Going the extra mile doesn’t just benefit your customers—it transforms your business reputation. Property.com’s ‘Know Before You Go‘ tool helps elite contractors prepare for service calls with detailed property insights, enabling you to exceed expectations before you even arrive. This level of preparation demonstrates professionalism that sets you apart from competitors. Learn how Property.com helps HVAC pros build premium reputations and attract high-value customers.
Going the Extra Mile as an Educator
Sometimes it’s easy to forget the pressures placed on our students. I recently participated in a contest where I competed with fifty other educators from across the United States. There was both a written test and a set of diverse practical challenges to complete in a timely manner. The experience reminded me of the intense pressures students face in the classroom.
It’s crucial to walk in the shoes of our students. Remember that new concepts take time to marinate and fully absorb. Students who are afraid of asking “dumb questions” may continue day after day in a state of confusion and eventually give up completely. This is especially true when teaching complex topics like BMS control fundamentals or heat load calculations.
Carefully consider their tasks and struggles by being approachable, encouraging, and available for personal tutoring. Watch for the warning signs when a student seems to become disengaged or disconnected from the class, and address those issues privately with genuine concern. That’s what I mean by going the extra mile. We are educators, but more importantly, we are life coaches. There’s nothing more profound to a student than knowing you are their advocate. I spend countless off-line hours tutoring and coaching my students. It means the world to them!
Going the Extra Mile as a Person
In this age of social media and smart devices, we’ve lost simple, common decency. As stated earlier, the terms “please” and “thank you” have become foreign concepts. There’s a grocery store within walking distance from our home where the employees struggle to even nod their heads with the notion of a “thanks”. While on their breaks, they’ll stand directly in front of the store to smoke. During checkout, customers are made to feel like they’re interrupting the cashier’s Snapchat conversation.
Therefore, my wife and I drive three miles to another store where the manager’s leadership is decidedly customer-oriented! I love the old saying: “The fish stinks from the head”. Leadership matters, whether you’re running an HVAC company or managing a grocery store.
Using common courtesies shouldn’t be an extra mile thing, but it’s considered just that these days. Let’s all do just a little extra in everything we do on a daily basis. Let’s get caught doing random acts of kindness. Actually look behind you and hold the door, then say thank you when someone holds it for you! These small actions create ripple effects that improve everyone’s day.
The Bottom Line
Go the extra mile, not because you have to, but because you want to! Whether you’re troubleshooting a complex heat pump system or simply interacting with a customer, that extra effort distinguishes true professionals from the rest. In the HVAC industry, where trust and reputation are everything, going beyond expectations isn’t just good practice—it’s the foundation of a successful career.
