Going the extra mile

Next week I’m heading off for a well-earned break, but yes, the laptop is coming with me. Because when you run a small business, especially one built on trust and relationships, good service doesn’t take time off.

And speaking of service, let me tell you about a total legend I met this week.

I recently ordered a travel bag from Heiych—an all-Aussie company founded by the fabulous Laura King. These bags are clever little creatures: they convert from a tote to a backpack, slide over your suitcase handle, and look stylish while doing it. Perfect for a bookkeeper on the move.

Delivery was estimated at up to 8 days. After 5 days, I sent a quick message via their website asking for an update. Within minutes, Laura herself called me. Not emailed. Not texted. Called.

Turns out the courier had marked the parcel as delivered—with a photo of a tile. Not a parcel. Not a doorstep. Just a tile. (Courier, mate… we need to talk.)

Laura asked me to check with building reception, and said if the bag wasn’t there, she’d hand deliver a new one to me that afternoon. From Brisbane to the Sunshine Coast. That’s over 100km each way. That’s not just service—that’s superhero stuff.

This is why I love supporting small businesses. Especially those with female founders who genuinely care. But more than that, I love supporting businesses where I can sing their praises with my whole chest. Because they’ve earned it.

So, what could “great service” look like in your small business?

Here are a few ways we can all go the extra mile:

• Respond like a human. Automated emails are fine, but a real voice or message makes people feel seen.
• Solve problems, don’t deflect them. Laura didn’t blame the courier—she took ownership and offered a solution.
• Be proactive. If something’s delayed, reach out before your client does.
• Make it easy. Whether it’s onboarding a new bookkeeping client or delivering a bag, remove friction wherever you can.
• Add a personal touch. A handwritten note, a check-in call, a thoughtful follow-up—these things stick.

In my own bookkeeping practice, I’ve learned that great service isn’t about being perfect. It’s about being present, responsive, and genuinely helpful. It’s about showing up when it matters.

So, here’s to the Lauras of the world. And here’s to all of us who go the extra mile—even if it’s 100km up the Bruce Highway.

Stay chilled and hit the beach!