If You Do Something Special, Make Sure the Customer Knows About It

Sometimes we do things extraordinarily well. Sometimes we do it better than our competitors. When we do, do our customers realize it?

I recently wrote about the Mandarin Hotel, known for their outstanding guest service. It is more than just the people. It is hundreds of details, many behind the scenes. For example, they distributed an antenna system that runs throughout the building that allows for cell phone users to use the phone virtually anywhere in the hotel, even in the elevators where cell phones usually won’t work. This is the kind of extra detail that the customer needs to know about.

Sometimes I go to a butcher to get my meat. The butcher always explains why his meat is a better value than his competitors. He explains how he trims the fat and cuts the beef in such a way that there is more meat for the dollar. He takes the time to explain this to all of his new customers. They appreciate and he has a following as a result.

If you don’t educate the customer, how will they know? Don’t hide what you do well. It may be the one thing that gets you a new customer that will stay with you forever.

Shep Hyken, CSP 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).

Legends Are Made From Stories Like This

Not long ago my wife and I stayed at a nice hotel in Boston. After we checked out and were at the airport waiting for our plane, she realized she had left her book on the nightstand of our room. We called the hotel and they found it. Then they asked for my credit card information to pay $16.00 for shipping the book to our home. I asked why so much. They said that is what it costs to overnight it. I asked them just to put it in the regular US mail for a few bucks. They said they couldn’t do it. (Couldn’t or wouldn’t?) At that point, it was easier and cheaper to buy a new book. I left a message for the manager to call, yet never heard back from him.

Contrast that story with the San Francisco Mandarin Hotel who misplaced a guest’s luggage. It would have been easy for them to overnight the luggage, at their own expense of course, but instead they flew a bellhop to Los Angeles to personally deliver the lost bag.

Wow! Their feeling is that when you charge a high rate for an excellent experience, the cost of a plane ticket is a small price to pay for guest loyalty.

The Boston hotel we stayed at hasn’t figured this out. We had a good experience at their hotel that was spoiled over a couple of bucks for postage. They are willing to give me a cookie upon arrival, amenities that I may have forgotten (like tooth paste, shaving cream, etc.) and free coffee in the morning, but they won’t spend a couple of bucks to return an item that was left behind by a guest. Short sited? I’ll say.

People love stories. They’ll buy, or won’t buy, because of the story. Do you have any stories you’ve created that are on the level of the Mandarin Hotel? Legendary service sells!

Shep Hyken, CSP 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).

Training for Customer Service

In sports, repetitive training creates memory that is put into action during the game. For example, a tennis pro will practice a particular shot, from a particular place on the court, thousands of times. Once in the game, when the pro is given the opportunity to take that shot, from that exact place, muscle memory takes over and the shot is executed, hopefully to perfection.

This is also possible in delivering outstanding customer service. Take a look at many of the top customer service providers in the world and note that they all have a system. They mix skills training with technology to enhance the customer experience. For lack of a better term, it is scripted. Not the spoken words, but the system. Even a system can help create a warm experience, help humanize a situation and make the norm seem special or spontaneous.

Yet remember that no matter how good the system is, the people working and practicing the system must still have the right attitude when dealing directly with the customer. The best system in the world won’t make up for an employee with a bad attitude.

Shep Hyken, CSP 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 Customer is Not Always Right

I’ve written about this many times. In the September 2006 issue of Fast Company, Danny Meyer, the famous New York City restaurateur, was interviewed. Fast Company asked Danny a very direct question, and his answer was refreshingly direct. The asked, “So do you impress on your staff tha the customer is always right?”

Danny’s response was, “The customer isn’t always right. Sometimes the staff is.”

Danny went on to explain that one of the concepts he instills on his staff is making sure people feel heard. He said, “People don’t need to feel agreed with, so long as they know you took it in, looked them in the eye and were thoughtful in the process.”

What he is saying is what I’ve been preaching for years. The customer is not always right, but they are the customer. So if they are wrong, let them be wrong with dignity and respect.

Shep Hyken, CSP 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).

Deception In Advertising Can Cause Low Trust and Lost Business

I just saw a television advertisement touting automaker Ford’s powertrain warranty as the best from a full-line automaker. It is now five years and 60,000 miles. Something bothered me. I remember seeing advertisements from Hyundai offering a ten year and 100,000 mile warranty.

Turns out I was right. Ford’s warranty isn’t better than Hyundai’s. Then I read an article in USA Today that had an explanation of Ford’s claim. Ford claims that their warranty is the best from a “full-line automaker.” Ford’s position is that Hyundai is not a full-line automaker because they don’t sell pickup trucks.

Is there some fine print that I need to read here? Ford’s claim is almost misleading.

This is simple. People like to do business with people and companies they know, they like and they trust. Mislead me with a false claim, or almost false claim, and you will start to lose my trust, which may cost you my business - forever.

Shep Hyken, CSP 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).

Calling Customer Service: A Few Tips to Help Make That Call Less Painful

One of the many frustrating moments in life is calling the customer service numbers to get help from businesses like credit card companies, banks, telephone companies, etc. I call for help and all I seem to get is a list of recorded menu options. You know the ones. “For this, press one. For that press two.” Sometimes it can take five or ten minutes just to get to the menu option you want and finally get a live person on the phone.

So, here are some simple tips to speed things up and make the call go better. By no means is this complete. It is just a few ideas that could help you on the next call for help.

How do you get around the voice menu that seems to last forever? Many times, if you do nothing, a live person will come to the rescue. Don’t press any numbers, the pound or star signs. Just wait. Within thirty seconds or so, you may get a live operator to connect you to the right person.

If doing nothing doesn’t work, hit the “O” button. Sometimes an operator will come on.

This doesn’t work all of the time, but more times than not, it speeds the process along.

How about hold times? Want to cut down the time you spend listening to recorded music that is meant to relax you, but usually drives you nuts? Call at the right times. Peak times for customer service calls are just after work. If you can call a Customer Service Representative (CSR) during the day, you may not have to wait as long. Even lunch time is better than just after work.

So, finally you have a live person on the phone. What should you do? Be nice! Sounds a bit obvious, but sometimes our anger and frustration can get the best of us. This person is here to help you. They are usually listening to people complaining all day long, which means they might not be in the best mood. So, being nice and having a sense of humor can go a long way to getting someone to help you. So can treating people with dignity and respect. You may have heard the joke about the irate airline passenger yelling at the airline employee about how the airline lost his luggage. The employee said, “Sir, there are only two people right now that care about your luggage and you are beginning to get one of them very upset.”

Shep Hyken, CSP 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).

Customer Service: Rules Are Meant To Be... Bent

Rules that involve customers are like walking on a circus high wire. You have to be very careful. You can lean to the left and to the right, and sometimes you have to. Just don’t go too far or you might fall off.

Management makes rules about how to handle customers, and then tells employees to abide by them. I don’t believe rules are meant to be broken, as the old saying goes, but I do believe you can lean, bend, tweak, modify, etc. As just mentioned, don’t lean too far, or you might fall off. This is especially important when trying to “save” a customer during a tough situation or confrontation.

In an empowered environment take a look at the customer situation you have before you. What do you have to do to make the customer happy? Will it hurt the company in any way, if you do? If you can create a win/win situation, there shouldn’t be a need to report to management – until after you’ve saved the customer.

It’s all about managing the Moments of Truth (contact we have with our customers) and creating Moments of Magic™.

Shep Hyken, CSP 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).

Mystery Shoppers Expand Into Education

The AP reports (June 10, 2006) that the Department of Education is going to use a form of mystery shopping to help make the Honolulu public school facilities more “visitor-friendly.”

Project Aloha, which is a great name for the program, will use volunteers to visit the schools posing as parents to evaluate how well they are treated. If the school employees demonstrate weak customer service skills, they will be sent a “Letter of Hope.” I guess this is the Department of Education’s form of a disciplinary letter. How about a detention session for the flagrant abusers of these mystery parents? And during the session they could be forced to view some customer service videos. (I know where they can get some!)

Even though I jest, it is commendable that the DOE is taking a look at this.

Shep Hyken, CSP 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 Customer Service Department Is King

NFI Research indicates that customer service is the top department that business leaders say provides their companies with the most strategic competitive advantage. Just over half (53.3%) voted service as the number one department. Behind service was Information technology, marketing and then sales.

Chuck Martin of NFI Research says, “Businesses still perceive that the customer is king. This also means that smart companies should ramp up their focus on customers into the future.”

Why not take the approach that I’ve written about many times before. We know customer service is important, but it shouldn’t be limited to just a department. It should be part of the company culture and everyone should be involved. Simply put, customer service is an attitude.

Shep Hyken, CSP 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).

Will Customer Service Enough

Recently Dell has admitted that HP has making a run at Dell’s very strong place in the computer market. HP and other computer vendors have been slashing prices. Dell’s response has been to take them head on. Computers are a commodity. They have been for a long time. So, what is Dell doing to break away from being a commodity? They are offering service.

Kevin Rollins, Dell’s CEO has promised investors to spend $100 million on customer service. In addition to new Web-based support, Dell has increased employment from 1,000 to 4,500 at their Nashville, TN call-center and added or expanded global call-centers around the world.

So, is this effort enough? Dell has to be competitive in the market they created, which is a low priced quality computer. While competing on price, they have always offered service. However, so have some of their competitors.

My comment to all of this is simple. Unless Dell can make a compelling argument to the new consumer that their computer is a better value because of the service, they will continue to erode margins because of price wars. However, market share can hold and even gain once the consumer experiences this high level of service that Dell is promising.

Can Dell deliver on their service promise? I’m a Dell fan and customer, so I hope so. I’m also from Missouri, the “Show Me State.” So, show me!

Shep Hyken, CSP 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).

Be the Brand

Once a month or so I write an article that is published through my website. (If you don’t get it, it is free and you can subscribe at the website mentioned below.) This last month’s article was about a woman having a bad day. The message was that no matter how bad the day may be, the customer doesn’t need to know it. When you are in front of the customer you are “on stage.”

Jim Coyte, director of marketing for UPAC Premium Finance, took the “on stage” concept even further. He says, “We believe that you are "On-Stage" in everything you do... and your "personal" brand as well as who you may represent... is at stake. From a branding perspective, one could make a pretty good case for the idea that YOUR "customers" are everyone you have come in contact with... every hour of the day... every day of the week... since you were born. Their CUMULATIVE exposures to you... who THEY believe you are... what THEY believe you stand for... what THEY have read, know or heard about you... how They feel about you... and so on up to this very moment... the sum total of all the touch points they have encountered along the way... have helped them form their perception of you are AND in the case of the example below, who you represent too. And, right or wrong... to them, this is who you are... this is your brand. As a result, we think that we are "On-Stage" ALL THE TIME. If you are only on-stage some of the time, what is your brand then?”

Great comment, Jim! Basically, you walk the talk. You are the brand – all of the time. You can’t be you (and your brand) just some of the time!

Shep Hyken, CSP 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).

Going beyond customer service - Create a Great Customer Experience.

Plaza Motors is the largest luxury car dealer in St. Louis, MO. They carry numerous high-end brands such as Mercedes, Lexus, Range Rover, Porsche, Cadillac and more. As great as the cars are, it is the service that keeps customers coming back. That’s true in just about any car dealership.

John Capps, general manager of Plaza reported that the company just spent $23 million to upgrade their facilities for Lexus and Mercedes. The cars may be great, but the follow-up experience has to be even better. For example, Capps added wireless Internet, a coffee bar, an area for kids, a big flat-screen TV, comfortable leather chairs and a fireplace. While Plaza offers free loaners to their customers, Capps says that many customers would rather just stay at the dealership and work if it’s only going to take an hour and a half.

What Plaza has done is made the servicing of the customer’s car a pleasant and positive experience. Why not meet a friend for coffee while the car is being fixed. Or return some emails and phone calls in the plush lounge. Makes me want to go get an oil change!

So, what’s next? Maybe get a massage while your car is being service? Not a bad idea?

Shep Hyken, CSP 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).

Hold the Pickles, Hold the Lettuce…

…Special orders don’t upset us. All we ask is that you let us serve it your way.

This was the Burger King jingle from back in the 70’s. Today people want it their way. Some places make it hard to get it their way. Go to a few fast food restaurants and try getting their signature sandwich without ketchup. Sometimes you do and sometimes you don’t. I always order my sandwiches without mayonnaise, and a good percentage of the time they have to remake the sandwich.

Subway makes sandwiches to order. As it goes across the “assembly line,” your professional sandwich maker asks you what you want. And, now the Subway in Charlotte Harbor, FL has taken it to the twenty first century with one of the first drive through systems that is equipped with a touch screen. You drive up, use the touch screen to order your sandwich, condiments and whatever else you want, swipe your credit card and simply drive up to the pick-up window and get your meal.

Joseph Candito, a development agent for Subway franchises across Southwest Florida, said the addition of the kiosk will lower the chance of incorrect orders. "It's going to increase the accuracy of the drive-through through the ordering system," Candito said. "I think it's going to bring technology to the forefront for customer service."

This system, made by Benseron Information Technologies is only the second of its kind, according to Onur Haytac, president of the company. It not only takes the order, the way you want it, the screen adjusts to the height of your car and is multi-lingual.

Now, you really can, have it your way!

Shep Hyken, CSP 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 Amenity Wars Continue In the Hotel Industry

Hotels compete in a number of areas. Price is obvious. Amenities are the payoff for the guest. One hotel says their beds are the best. Another provides a free breakfast for a guest. Another has fluffier towels. A new amenity has entered into the market – higher ceilings.

Starwood has a new concept call Aloft. It has nine foot ceilings in their rooms. A startup hotel called NYLO is building rooms with 11 foot ceilings. (This is perfect for practicing my golf swing or using the bed as a trampoline. My kids will love NYLO!)

Seriously, this new concept/amenity of loft style hotels is about providing a better customer experience. But when all is said and done, the best amenity a hotel can offer is the person who takes great care of the guest.

Shep Hyken, CSP 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).

Tastes Like Chicken

Today I had lunch with a buddy at one of my favorite Asian restaurants. One of their lunch specials was salmon with teriyaki sauce. We both decided to order it. We asked the server “Is the salmon teriyaki good?” She said, “It’s great. Tastes like chicken.” And, she laughed.

A few minutes later out comes lunch. It did taste like chicken, because it was. She came over to see how everything was. When we told her the salmon really did taste like chicken, she looked at our half-eaten meals and turned red with embarrassment. She was so apologetic and wanted to get us the salmon. We had a good laugh about it and told her not to worry.

Here is why this wasn’t a big deal. First, we liked the chicken. It wasn’t what we ordered, but it was still good. Had we not liked it, I’m sure it would have been replaced as quickly as possible. Second, and this is most important, the server had such a good attitude about taking care of us. From the moment she came to the table, she was friendly, fun, engaging and helpful. Her positive attitude overcame the mistake.

Sometimes customers will overlook problems if they know how much someone cares. Our server cared and had a great attitude. She was ready, able and willing to take care of us – and she had a great attitude, which is why, even after she made a mistake, we will not only go back to the restaurant, but also request her table.

Shep Hyken, CSP 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).

Delivery Company Makes Good – Wants Customer Loyalty

Our overnight mail/delivery company made good on our problem. The supervisor at the customer service number said they wouldn’t reimburse us for the expense to reproduce workbooks that they lost, yet later found. When we said we might end our relationship, the supervisor said he could close out the account while we were on the phone.

We decided to call our sales rep. We were pleasantly surprised when our rep said that he would take care of everything. He couldn’t believe the customer service supervisor reacted to our situation the way he did.

I’ve written about this before. There was a lack of consistency about how a customer (that’s us) should be taken care of, and it almost cost the company our business.

Shep Hyken, CSP 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).

What Would You Do?

We do business with an overnight mail/delivery company. We printed custom workbooks for an upcoming seminar and shipped them to our trainer to take with him to the program. The shipping company claims they made the delivery, but our trainer never received the workbooks. It turns out that the workbooks were delivered to the wrong address. Not knowing that at the time, we reprinted the workbooks.

Sure enough, the day before the trainer was to leave, the workbooks turned up. The driver admitted he made a mistake. So, now we have extra workbooks that we paid for, but don’t need.

We called the shipping company to tell them that because of the failed delivery, we incurred the extra costs to replace the books (which we can’t use). We requested that they reimburse us for this cost. After pleading our case, they said, “No.”

If you were me, what would…

Give them another chance?

Pull the account and go to a competitor?

Do something else?

Shep Hyken, CSP 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.

Self Serve Customer Service

Airline agent: Can I help you.

Passenger: I would like to go to Florida, but I want this bag to go to New York and this one to go to California.

Airline agent: We can’t do that.

Passenger: You did last week!

That was an old joke that I’ll credit to Bob Hope, although I’ve heard a number of great comedians tell it.

A couple of posts ago I wrote about a company charging for customer service. The problem was it was bad customer service. My buddy, Scott Ginsberg (http://www.hellomynameisscott.com/), wrote about how the airlines now charge $2 per bag for curbside service. This was something the airlines always offered up as good customer service for their valued passengers.

Is it worth paying the $2 per bag? Sure, if it makes your trip easier and convenient. But, consider this. Airlines now lose about 1% of checked bags according to SITA, a company that provides solutions to the air-transport industry. On average, the lost baggage that is found is eventually returned to the owner within 31 hours, or 1.3 days.

According to SITA, the industry needs "a better, more sophisticated system with greater use of self-service check-in through kiosks and on the Web." In other words, do it yourself. So much for paying an “expert” (airline employee) to make sure your bags arrive where they are supposed to.

Shep Hyken, CSP 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.

The Michigan Highway Department is Almost All Smiles

A woman came up to me after one of my speeches and told me about a recent road trip she took in Michigan. She loaded up the car with her husband and kids and headed to up-state Michigan for vacation. She saw a sign that indicated there would be road construction, which meant bad traffic. Bummer!

When she finally hit the construction area, the traffic slowed to a crawl. Everybody, especially the kids were frustrated. Then they noticed that there was a sign with not a happy face, but a sad face. They thought this was funny. As they went through the construction zone, which was several miles long, there were a number of these signs, but each sign seemed to be less sad than the last. And by the time they were through the construction zone, the sad face had a smile on it.

I don’t think that these signs posted by the Michigan Highway Department made the construction zone a pleasurable experience, but for this woman and her family, it did make it tolerable.

When there are problems in your business, look for opportunities to smooth things over. You may not be able to make things perfect, but you may be able to take the edge off.


Shep Hyken, CSP 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.

A Tale of Two Customer Service Reps

I just had a problem with my computer monitor. It intermittently was creating all kinds of interesting colors. As cool as it looked, it wasn’t good for reading what was on the monitor. I called the manufacturer, who is known for customer service. It took an hour of time as we talked to four people to finally get to a person who could help, and by that time the screen had returned to normal. The person said they would like to help us with our problem, but we would have to call back when the screen was acting up. We were frustrated, to say the least.

Well, the monitor started doing its “thing” again, so my assistant quickly called and got right through to someone who was very helpful. As soon as he heard about the problem he immediately said they would send a new monitor and we should receive it within two business days.

Wow, what a difference! And, why the difference?

The answer is simple and has two parts. The first is training. I’m assuming that the second person immediately recognized what our problem was and new we had a broken monitor. The first person made us go through all kinds of “test” to determine, since it wasn’t acting up, that there must be nothing wrong with the monitor.

The second part is attitude. The first person didn’t seem very interested in helping us. He was just interested in what was going on with the monitor. He didn’t realize that he was dealing with a customer, not a piece of equipment. When the monitor started acting up again, we were not looking forward to calling back, but we reluctantly did. We were pleasantly surprised at the difference, not just in the attitude of the customer service rep, but also in how they handled our problem.

There are two types of customer service reps out there. Those that try and take care of the problem, and those that take care of the customer. Which one works for you?


Shep Hyken, CSP 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.

Charging For Customer Service

Sometimes I'm amazed at what companies will charge for. We work with a company to process our credit card sales. For over a week we've tried to call them to let them know about a change in our bank account number. This isn't that big of a deal, but it has to eventually be done. No one called back. We tried calling our sales rep and she has not called back. But today we finally got through to someone who said they would take care of us.

This person told us they would be happy to make the change and that we would be charged a $25 "customer service charge." I would have been okay with paying for it had they called it something else, like a "change fee." But what they called it was a "customer service charge," and there was no way I was going to pay for something I didn't get.

Actually, I did get customer service. It was just bad customer service!

(Do you think I should pay for it? This is a retorical question.)


Shep Hyken, CSP 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.

Small Details Make a Customer Service Difference

It was just a small thing that most people wouldn’t notice, but it was a detail worth noting in the quest for outstanding service. I’ll try and paint you a verbal picture of the situation. I just came back from staying at one of the Disney hotels in Orlando. There was a line at the check in counter. (I guess they were getting us ready for the lines at the theme park. Ha!)

There were at least eight people checking in guests, so we were moving at a good speed. When it was my turn to check in, the open spot was at the other end of the front desk. Rather than the front desk person leaning over the counter and yelling, “Next,” she walked over from behind the desk to where the line was, smiled at me, greeted me, and asked me to come over to her area to check in. All of the front desk personnel did the same thing when their area opened up for the next guest.

Contrast that with the very expensive hotel I just stayed at in New York City. It was my turn to check in and the guy at the front desk yelled, “Next.” When I walked up to him he didn’t welcome me. He just said, “Name.”

This was just a little thing that Disney did, and by itself is nothing significant. But if enough of these little things are good, they add up and eventually get noticed. Conversely, so do the bad ones.

I'll probably write a more extensive article for The Shepard Letter, which is my free on-line newsletter. You can subscribe to it by going to the website below. Thanks for reading my Blog!

Shep Hyken, CSP 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.

Moments of Magic™ – An Outstanding Business Strategy

The Moment of Magic™ concept is a theme that runs throughout most of my speaking programs. It doesn’t matter what aspect of business you are in – management, front-line, sales, customer service, finance – this concept applies to everyone in any position of any business.

Moments of Magic™ came about as result of a very sound concept called the Moment of Truth.

In 1986 Jan Carlzon, the former president of Scandinavian Airlines wrote a book, Moments of Truth. In his book, Carlzon defines the moment of truth in business as this:

“Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”

Let’s take this just a step further and say that the contact you have doesn’t have to be with a customer. It could be anyone; your boss, a fellow employee, etc.

This may sound like common sense to most of us, and it is. But, while most of us understand and agree with the concept, we get distracted by other things that prevent us from managing all of our contacts well. We get busy. We have paperwork. The phone keeps ringing. The excuses go on and on.

So, the good Moments of Truth I call Moments of Magic™. The bad ones I call Moments of Misery™. Not every Moment of Truth can be super positive – a Moment of Magic™. Some are just going to be okay or ordinary. But, do what you can to push them toward positive. At a minimum, make them a little better than just okay. Of course, avoid problems and complaints – anything negative (a Moment of Misery™).

Managing your Moments of Truth is simply managing every contact you have. Making them Moments of Magic™ not only will it enhance your customer relations, but also your career.


Shep Hyken, CSP 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 – For information about customer service training, go to www.TheCustomerFocus.com.

Customer Service Article - Do What Is Not Expected

Here is VERY short article that falls under the category of customer service. That said, it is really appropriate for anybody in any business.

Do What Is Not Expected

Most people do what they are supposed to do - what is expected by the customer. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. 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. Anybody can be okay - average. It is the excellent people and the excellent companies that are willing to do the extra things 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 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 – For information about customer service training, go to www.TheCustomerFocus.com.

Welcome to my Blog!

Hello! Welcome to my Blog. In the future I will be posting articles and business tips. If you would like to read over 100 articles on customer service and business motivation, go to www.hyken.com and click on the "Read Shep's Articles link. Enjoy!