Accelerator Questions
(Another Lesson from “The Cult of the Customer”)

Years ago I listened to a Tom Peters program on MBWA; management by walking around. Tom claimed that when a manager approached an employee, it was usually because of a problem. The employee became defensive, uncomfortable, and perhaps even scared. The idea of approaching employees, primarily for problems, created an unsettling environment. Then came MBWA, which had managers “walking around,” having conversations with employees and complimenting them on a frequent basis, thereby eliminating fear of management and invoking a positive working environment.

Here’s my addition to MBWA. During these conversations, it creates a great opportunity for managers to ask questions – the kind of questions that move the company in a positive direction. When good experiences are happening for employees and customers, it is the perfect opportunity for management to accelerate the ownership process by asking what I refer to as accelerator questions.

- Are you doing anything new?

- How is that working for you?

- Who else should know about this?

- What can we do to repeat this kind of success?

- Do you have any ideas or suggestions to make your job better?

The list of these types of questions can go on and on. These positive questions promote ownership and pride of the employee’s work process.

To an even broader level, you don’t have to be a manager to ask accelerator questions. Anyone can ask these types of questions, especially if you like the idea of a positive and harmonious work environment; a culture (or “cult”) that is focused on creating amazement for employees and customers.

CULT UPDATE: “The Cult of the Customer” continues to sell well. If you don’t already have it, you need to get it today. Now, more than ever you must create a great service experience for your customers. Also, we now have an iPhone app for the book. There are dozens of tips that remind you about how to create an amazing customer experience that turns satisfied customers into customer evangelists. If you already have the book, the app will serve as a reminder of some of the book’s lessons. If you don’t have it, this makes a great introduction. Either way, for $1.99 you can’t go wrong. For more information go to: www.CultOfTheCustomer.com.


Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Starting Over

The other night I went to one of my favorite restaurants, Tony’s. I was talking with Vince Bommarito, the owner, about delivering great service. My comment was that Tony’s is so good, and has such an incredible reputation, with guest expectations that are so high, that all Tony’s has to do to exceed expectations is to simply meet them. The unbelievably delicious food coupled with extraordinary service is the recipe for an AMAZING experience.

Vince said that he appreciated the comment. He said they get phone calls and letters about the restaurant, the food and even some of the employees. Every night just before Tony’s opens they have the all-employee meeting where he loves to share these accolades. Then he tells everyone, “This is great and we should all be proud. Guess what? In five minutes we start over!”

In The Cult of the Customer I write about how easy it is for a company who has the reputation of operating at level of “amazement” to fall back into a cult or phase of “uncertainty.” The best companies understand that they are only as good as the last sale – or as Tony’s would say, their last meal. Companies who enjoy amazing reputations must work hard to stay on top, and that means starting over, every day, reestablishing their reputation. It is the consistent effort toward amazement that keeps them at the top.

Cult Update: It’s official. The Cult of the Customer hit the Wall Street Journal and USA Today best-seller lists. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Gratitude Cookies

In almost every speech I deliver, one of the customer service strategies I always include is showing your customers appreciation. Customers want it, it is expected, and more than anything, it is the right thing to do.

This is the “Cool Product” of the month and is all about appreciation. Lori Saitz is the president of Zen Rabbit Baking Company and the creator of Gratitude Cookies. These cookies can be given to your favorite customers and clients as a wonderful and delicious thank you gift. Or, get a box or two for yourself. Enjoying one of these cookies as an afternoon snack will make you appreciate how great life really is!

I love sending edible gifts for special occasions. Fairy Tale Brownies are always a hit. Clients like “Fruit of the Month.” Yet, what I love about these cookies, besides that they are delicious, is the box. The word “Gratitude” comes through loud and clear. And, it has the Gratitude Cookie history, which is all about giving and showing appreciation.

For more information, go to www.GratitudeCookie.com.

Speaking of Gratitude…

Again I want to thank all of the people who supported the new book, “The Cult of the Customer.” Your confidence in me and the book helped make it the success that has become. Thank you!!!

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Pricing Strategy: Don’t Lower Prices – Create Value Packages.

While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while at the same time picking up revenue in another. For example, in the restaurant business TGI Fridays has created several value meals priced at $10.00. Applebee’s has done the same thing with two appetizers and two entrée’s for $20.00. These are price promotions that get guests into their restaurants. Once there, the guests still buy drinks and order other items on the menu. A good server can help create an even better dining experience by suggestive selling, also known as up-selling (which can work in virtually any business for any product).

In the end, you still have to create a great customer service experience. The value meal may get them in the door. The experience brings them back!

Book Recommendations: I love great books. My buddy Ron Karr just wrote a fantastic sales book titled “Lead, Sell or Get Out of the Way.” Competition is intense, and if you don’t take a leadership role in producing results for your clients and customers, someone else well. This book examines the seven leadership traits that top producing sales people count on for their success. Ron outlines a process based on the idea that great sellers lead relationships in the same way that great leaders sell ideas. Go to www.LeadSellOrGetOutOfTheWay.com.


Cult Update: Last week my new book, The Cult of the Customer, became the #1 business book on Amazon.com. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.


Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

"The Cult of the Customer" Hits Amazon Best-Seller List

Exciting news. "The Cult of the Customer" hit #1 on Amazon.com's business, customer service and marketing best-seller list and # 2 on the overall Amazon.com best-seller list. Get more information on this book at www.CultOfTheCustomer.com.

Constantly Upgrade

This ties into consistency; always trying to be your best. To take it a step further – to the “next level.”, always try and “notch it up.” Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one. In Vegas he went from the Golden Nugget, to Treasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore. Each time it was his goal to make the new hotel and resort better than the last. Think about how you can incorporate Steve Wynn’s philosophy into your business. What can you do to be better than before? The ultimate is when you are so good at what you do that just meeting the customer’s expectations will make them say… “Amazing!”

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Two Customer Lessons That Work In a Tough Economy

April 6, 2009 is the official release date of my new book, “The Cult of the Customer.” Here are a couple of strategies from the book that will help a company be successful, even in this tough economy.

1. The first idea is a twist on "The Golden Rule." Treat employees like you want the customer treated – maybe even better. (This is one of my favorites and I’ve been preaching it for a long time.) Customer service is not just on the front line. It starts inside an organization, and it starts at the top. Be an example of the behavior you want employees to exhibit to their customers and their fellow employees.

2. Recognize that a satisfied customer (and employee) is not a loyal customer. This is a big mistake many companies make; thinking that they want satisfied customers. “Satisfactory” is a rating – and an average rating at that. Loyalty is more of a bond, even an emotion – a feeling that a customer or employee gets from consistent positive customer experiences and a feeling of confidence about the company. Focus on being better than satisfactory – better than average. Be so good that customers and employees become loyal - so good that they become evangelists!

Coming April 2009 – The Cult of the Customer by Shep Hyken

The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com/pre-order.

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Book Recommendations 

For this posting I want to tell you about a new book written by my friend and colleague Scott McKain titled, The Collapse of Distinction: Creating Differentiation In a Cluttered Marketplace.  Scott is a successful speaker, author and businessman who is admired by some of the top business leaders in corporate America.  This book will help you understand the reasons behind what Scott calls “the current quagmire of stifling sameness.”  Can your customers differentiate between you and your competition?  Scott will reveal the keys to standing out in today’s marketplace.  When people zig, you need to zag.  Today, more than ever you have the opportunity to do so.  Companies are pulling back, which is the perfect opportunity for you to make more calls, talk to more clients and come up with more new ideas.

The Collapse of Distinction gets my highest recommendation.   My suggestion is to go to Amazon and buy it today!

By the way, don’t forget to buy my new book if you haven’t already done so.  , The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists, will be available on April 6, 2009.  You can pre-order it now at www.CultOfTheCustomer.com/pre-order.

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees.  For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com  –  Web: www.hyken.com  –  Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).