Discretionary effort is not a new idea. The value of “going the extra mile” goes back to the Roman Empire and the Sermon on the Mount. In that time and place, Roman soldiers could order anyone living under Roman martial law to carry their gear for a mile (and not a step farther). In the Sermon on the Mount, Jesus urged his followers, “If a soldier demands that you carry his gear for a mile, carry it two miles” (Matthew 5:41, NLT), and the idea of going the extra mile was born. The fact that it has been around so long should tell us something. Discretionary effort is the level of effort one is capable of giving to a task, assignment, or mission above and beyond the minimum required, and it can have an impressive impact on outcomes. Here is an example.
This is another favorite discretionary effort story:
As a manager, how do you tap it? There are no silver bullets, but here are a few things to think about.
Explicitly state that making a difference is one of your values. Publicize stories like Cindi's to provide vivid examples of what that means. Then continuously challenge every employee to find ways to make a difference.
Clearly articulate your organization's mission in the world so employees know that they are part of something bigger than themselves. Make sure they know how their specific efforts further that mission. This adds meaningfulness to their work.
Help people understand that going the extra mile involves little additional time and work. Very often, a small bit of extra effort makes a huge difference.
Be a role model and go the extra mile yourself. Do not be content with “good enough.” Demand excellence from yourself and from others. Excellence requires discretionary effort.
Select for your team people who have a burning desire to excel and who are “hardwired” to put forth the extra effort necessary for extraordinary performance.
That last point cannot be over-emphasized. If you select people who just want to get by, then no mission and no combination of positive and negative consequences will get you there. You must have people who want it, and want it in their bones.
