What does it mean to go above and beyond?

What do you have to do for your clients for them to think you’ve done it? 

I loved getting this note from one of my clients. But it got me thinking. What does it take?

Certainly, it takes doing the job really well. It also takes a certain amount of surprising and delighting your clients and giving them even more than they asked for or thought they needed.

But most of all, I think it’s building trust with them that they can rely on you. If they know that you’ll do what you say you’re going to do and that you’ll do it well, that’s gold. If they believe in you, that’s even better.

That’s how you build long lasting relationships that nurture and nourish you both. And that’s how build a business.