How to answer "Describe a time when you went above and beyond for a client" in a job interview

You're preparing for a job interview and you come across a common question asked by interviewers:

"Describe a time when you went above and beyond for a client."

And you're thinking...

Unsure how to answer? Worry not! With the STAR method, you'll be able to answer this question like a pro!

Before figuring out how you'd answer, let's try to get into the mind of an interviewer and find out why it's asked in the first place!

This is a common behavioral question.Behavioral questions ask how you acted in a specific situation in the past. Take this chance to highlight how your past actions are a great example of your work ethic and dedication!

Employers want to know if you're someone who's willing to go the extra mile when needed.

Do you simply do the bare minimum expected of you or do you see a situation outside your responsibilities and still choose to take it on?

Find the right story.

You might have multiple stories to pick from. Choose the right story based on two factors:

1. Is it relevant to the job? Pick a story that highlights a skill or knowledge. Bonus points if the skill/knowledge is required for the role you're applying!

2. Did it have a positive impact? Every story needs a good ending! Ensure your choice of story ends with your actions leaving a positive outcome.

Put your knowledge to the test!

Julia is interviewing for a marketing role. Which story from her work history is best to answer this question?

A. Julia worked really hard to retain a client, often working overtime. But ultimately, they went with another business instead.

B. Julia designed a marketing plan that was very organized, effective, and well-liked by her team

C. Julia worked overtime to resolve a customer’s complex issue, contacted multiple departments and fully resolved the problem within 24 hours.

D. Julia collaborated with her team and created a beautiful presentation.

Now that you've picked your story, how you do impress an interviewer with it?

Use the STAR method (Situation-Task-Action-Result) to narrate your story in a clear and concise way. The STAR method is a great way to answer behavioral questions.

Situation

Set the stage and describe the context around your story.

• Where did you work and what was your role?

• What was the challenging situation?

Example:

"In my last role as a sales representative at a home appliance store, I had a customer who wanted to buy an air fryer as a birthday gift. They wanted it within 3 days but the model they wanted was out of stock."

Task

Explain the task you were assigned to do.

• What were you expected to do?

• What was the goal of your task?

Example:

"I had to find a way to help the customer get the air fryer on time despite the logistical challenge"

Action

Describe how you went above and beyond for the client.

• What action did you take?

• What skill/knowledge did you act on?

Example:

"I called nearby branches and found one that had the model in stock. I arranged for it to be transferred to our store and worked with the delivery team to make sure it arrived on time. I stayed late to inspect the unit for any damage and scheduled a next-day delivery. I also included a complimentary birthday note from the store."

Result

Describe how your actions led to a positive outcome.

• What was the outcome of your actions?

• How did your actions benefit the client?

Example:

"The customer was thrilled. They left a 5-star review for the store, specifically mentioning the exceptional service they received. My manager also praised my efforts during a team meeting, and the client returned for future purchases, referring two of their friends as well."

You're interviewing candidates for a customer representative role and you ask them to describe a time they went above and beyond for a client.

Anita talks about her role in her last job where a client called with a problem and how she worked very hard and finally solved it.

Zainab answers that she has a lot of experience working with clients and she's gone above and beyond for them many times.

Mark mentions his role at his last job. A client had called with a problem that was outside his job duties. He explains that he found a solution, describes it, and shares how happy the client was.

Ryan talks about his previous role where his colleague needed help on a challenging task. He mentions how he stayed late to help them out, even though it wasn't required of him.