Do What Is Not Expected
(Another Lesson from "The Cult of the Customer")

I actually first wrote about this concept almost ten years ago. So, here is a reminder, with a fresh spin on it.

Most people do what they are supposed to do - what is expected by the customer. That's common sense. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Sometimes that's common sense as well.

Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed to do with a positive attitude. Other times it might mean going out of your way or making an extra effort to help a customer. It can even be as simple as a thank you note or follow-up phone call. Anybody can be okay - average. It is the excellent people and the excellent companies that are willing to do the extra things necessary - and sometimes not so necessary - to not have just satisfied customers, but LOYAL customers!

Let’s end with a quote from James C. Penney, founder of J.C. Penny Stores. He said...

”It is the service we are NOT OBLIGED to give that people VALUE the most!”

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).

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

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).