Happy New Year - A Double Blog Post (Some Personal, Some Business)

For my first blog post of the year, I want to be motivational versus typical business.

“Fun is my revenge against mortality.”
-- Dustin Hoffman

The above quote ties into an article I just wrote for The Shepard Letter. (You can sign up at no charge at www.hyken.com.) This article was based on Randy Pausch’s Last Lecture. Randy was a college professor and was told he had six months to live, so he eventually presented what was literally his last lecture. It was very inspirational and even though I have every intention of living until a very old age, he inspired me to write my own version of a “last lecture.” The Dustin Hoffman quote above summarizes one of my lifetime strategies, which has to do with “experiencing” life. Are you experiencing life, or just making your way through it?

I’ve written my ten so-called lifetime strategies. To read the full article, go to http://www.hyken.com/article-sl-120-my-last-lecture.html.


Now for a quick business story. On a recent flight home from a speaking engagement I met a flight attendant who delivered atrocious service. I somehow was able to disarm her and engage in conversation. It was obvious she hated her employer. Apparently, for them to survive, they had to cut salaries by 30%. And, even though they are losing money every month, she still thinks it is unfair.

I can’t disagree with her. Sometimes life isn’t fair. And, a company sometimes has to do what is necessary to stay afloat. I reminded her that she still had a job. Her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line, and the face of the airline.

Her comment was this, “They cut my salary by 30%. I’m going to do 30% less.”

She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.

Keep this in mind. Every employee needs to be an extension of your sales or marketing department. Make it a job requirement. It is a non-negotiable responsibility.

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

Announcing a new book! 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.


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).