How Easy Is It to Buy From You?

How many ways can your customers buy what it is that you sell?

Domino’s just announced a new way to order pizza. Up until recently, there were three ways you could order a Domino’s pizza; place your order on the phone, on their website or on location. Now if you own a TiVo digital video recorder, you can now order a pizza direct from your TV. When customers see a Domino’s ad, they will be able to click “I want it” from their TV (TiVo) remote control. In about 30 minutes a piping hot Domino’s pizza will be delivered.

The lesson: Look for non-traditional ways/channels of selling your products or services. Options make it easier for customers to buy from you.

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).

Customer Service Prevents Crime

A number of years ago I worked with the convenience store chain of Atlantic Richfield Oil. One of the strategies I presented to their managers was that delivering great customer service prevents robberies. As soon as the customer walks in, the employees should look at him/her and give them a warm greeting. This was supported and approved by some of the Atlantic Richfield security executives, who were former Los Angeles Policemen.

I just read an article by the Associated Press that reinforces this concept. It seems that two banks in Seattle, WA thwarted a robber by giving him great service. In short, a bank employee at First Mutual noted suspicious behavior from a “customer” entering the bank. Upon greeting him, the bank employee asked if he could help him at his desk. The man quickly left.

The employee of First Mutual called nearby banks to alert them of this suspicious character. Sure enough, the would-be robber showed up at a nearby US Bank branch. Using the same strategy, the man left.

It turns out that this man is the chief suspect in a bank robbery from just a few days prior.

“If a person is a legitimate customer, they will experience superior service,” FBI Special Agent Larry Carr told The Seattle Times. “If their intention, however, is to rob the bank, they will experience paranoia, anxiety and a desire to escape.”

If your company operates in a retail environment, good customer service can do more than just earn you repeat business. It can create a safer environment for your employees.


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).

Practice Confidence Building Habits

People like to be around people they know they like and they trust. It can take quite a while for someone to really know and like you, let alone trust you. However, it can take just a moment to create a negative impression that quickly erodes confidence. One way to build a relationship is to practice confidence building habits. Here are four simple confidence building habits that will help you build an even stronger relationship with your customers as well as the people you work with.

1. Be polite – Say please and thank you. Be nice to people.
2. Do what you say you will do. If you don’t, it is the quickest way to erode confidence in you and your abilities.
3. Don’t blame failure on others. It shows you are out of control. Take accountability for what happens around you.
4. Be on time. Being late shows disrespect for others’ time.

Sounds simple, doesn’t it? Well, they are which is why there is no excuse not to make a habit of them.

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).

Domino’s Selling More than Pizza

Not long ago I read an article about how Dominos is now selling more than pizza. They have added sandwiches to their menu. This is their response to slipping sales, which might be happening because of the economy or the competition. Great idea, and here is my take on it.

How many times have you heard companies lowering their prices to combat slumping sales? Now, the company has to sell more to make the same profit, if they are making a profit at all.

Lesson: What Dominos has done is added value to the customer by giving them more menu choices – not by cutting prices. People know of Dominos good reputation. Dominos has worked hard to develop a reputable brand. Because of that reputation, customers may be willing to try the new sandwiches. I’ll bet they are pretty darn good.

Hey, I’m hungry. Time to order lunch. I think it will be a Dominos sub sandwich!

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).

In the Spirit of Service

This is a little diversion from my typical customer service postings. While this is not customer service, it is service, just in a different way.

Earlier this week I had the honor of being inducted into the National Speakers Association Speaker Hall of Fame. It was quite a night and my acceptance speech was focused on what I term Intentional Significance.

After 25 years in the speaking business I found myself thinking about the contributions I’ve made to my clients, my family and the community/world. I hope that I have been significant.

Two people in my industry have impacted my thinking on this. My friend Naomi Rhode has been talking about being significant for years. Another friend, Nido Qubein, taught me about being intentional in business. And it just so happens, that Nido is one of the most philanthropic people I have ever met. When I combine the two of their lessons, I came up with Intentional Significance.

Intentional Significance is looking for opportunities to make a difference in our community, if not the world. It can be in the form of time, talent and dollars. Where can you be more significant to the people you work with, your family – and people you may not even know. Most people wait until others ask. They are responders, and there is nothing wrong with that. Think about being more pro-active – or intentional. Look for opportunities to give and/or volunteer.

A gift for you!

I have the honor of working with Wendy Gillett and seven other Customer Service Experts to deliver a series of weekly seminars. Every Wednesday, starting on September 3, you can participate in these 20-30 minute online seminars. There is no charge to participate, however once the series is completed, they will be put into a CD as a set that will be for sale. So, be sure to sign up now. Just click on: Customer Service Seminar – Online. See you online!

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).

Jet Blue Executive Sets Leadership Example

Just back from the National Speakers Association meeting in New York. I had the privilege of hearing David Barger, the CEO of Jet Blue, speak about his company. He is a fascinating man, and in the wake of all of the turmoil in the airline industry, he is a model example of leadership.

If you want your people to deliver excellent customer service, you must focus on the inside first. Mr. Barger has done that in a big way. His comments reflected his commitment to his employees. Get this. While other airlines are doing mandatory layoffs, Jet Blue’s layoffs are on a voluntary basis. Mr. Barger has even taken a 50% salary cut for the rest of the year, showing his employees that he is walking his talk. He sets the example. The employees follow suit with innovative ideas to save money, be more efficient, deliver excellent customer service and more.

A gift for you!

I have the honor of working with Wendy Gillett and seven other Customer Service Experts to deliver a series of weekly seminars. Every Wednesday, starting on September 3, you can participate in these 20-30 minute online seminars. There is no charge to participate, however once the series is completed, they will be put into a CD as a set that will be for sale. So, be sure to sign up now. Just click here: Customer Service Seminar – Online. Once on the site, sign up for the weekly tips (upper right hand side of the website) and you will be sent the invitation to the weekly seminars. See you online!

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).

Tough Economic Times Make the Best Look Bad

Recently the headlines of the business section of local paper read:

Starbucks Now Shuttering 600 Stores

Could Starbucks be going out of business? I thought Starbucks was impenetrable – a super company that could weather any storm and continue to grow at an incredible rate. At the end of March 2008, Starbucks had more than 16,000 stores. Can they all be profitable? It would be nice. Can’t Starbucks shed the money losers without news headlines making it sound like the company might be going under?

Starbucks is blaming some of the store closings on the economy. That’s okay. It’s a good excuse. Here is what I think will happen. Starbucks will continue to play at the top of their game – delivering an excellent cup of coffee with and exceptional customer experience. They know what’s important and realize they can’t slack off because of the economy. That doesn’t mean they have to keep stores that are not meeting revenue standards. All of this is simply smart business.

Watch Starbucks. Even in tough times, Starbucks will continue to teach us great lessons in 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).

Customer Service Shows Up Green… For the Environment and the Bottom Line

According to a recent article by Peter Healy of the Advocate, Pitney Bowes, of postage meter fame, clams to have saved almost $3 million in fuel costs over the last couple of years due to delivering better service.

How did they do it? They consolidated customer service calls. In other words, they solved more calls in one service visit, avoiding a second or third trip to a customer’s location.

According to the article, John Thaler, Pitney Bowes’ director of process excellence, environmental health and safety plugged the numbers into a US Environmental Protection Agency software program. The company saved approximately 1,504 vehicle trips, which means a savings of 932,009 gallons of gas. At $3/gallon (now $4), that is just under $3 million in savings.

Furthermore, for those who are environmentally green minded, less trips reduced carbon dioxide emissions by about 8,211 metric tons nationwide.

Look for cost savings opportunities through customer service efforts. Be careful as sometimes an increase in efficiency can hurt a customer service effort. Pitney Bowes showed the opposite. They delivered better service and in the process helped the environment and their bottom line.

Sometimes good customer service makes sense – and cents. Or, should I say dollars.

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).

More on Paying For Customer Service

My last blog entry was about how Air Canada was charging extra if you wanted better service. Well, they are not the only ones charging more to get better customer service.

According to Vito Pilieci, writing in The Ottawa Citizen, Dell recently announced that they are dividing their support into two groups; India support versus North American support. If the customer is willing to pay a little more, they can be guaranteed to reach a North American tech support person instead of their Indian counterparts. It appears that Dell is promising you won’t get the “accent” if you pay more. Pilieci, writing in The Ottawa Citizen, Dell is calling this a “premium support” service plan.

Now, a quick disclaimer. I don’t want this to sound like I’m slamming Dell. I like Dell computers. All of our desktops and servers are Dell Computers. I’ve had good luck with them and find their support to be very good. However, I’m concerned for them. This could be a PR blunder. Similar to my take on Air Canada, I don’t think that Dell is admitting to giving bad service. They just want to give their customers an option to a better/different level of service. However, that is not the way it is coming across.

General comments from consumers buying across many different industries have complained about hard to understand accents from call center customer service reps. Opinion Research Corp. reported February 2008 that 20% of US customers polled cited “hard to understand representatives with thick accents” as their biggest frustration in dealing with customer service departments.

So, it appears that if I want a Dell computer, and I want “premium” service, I’ll have to pay more. It’s one thing to pay for an extended service warranty. It is another to pay to be able to understand the customer service representative giving me support. (Is that what they are communicating?)

Years ago I remember a salesman telling I can choose two out of three options: low price, a quality product and great service.

He thought that he was making a joke. Apparently not!

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).

Want Good Service? Then Pay for It!

The airline industry, for the most part, has trashed their reputation for good service. I actually have written that you can treat me like dirt, just get me to where I’m supposed to be on time and I’ll probably fly on your airline again. The airlines, on their own, have defined good service as reliable versus the way the passenger is treated.

Okay, there are some exceptions. And, the experience I have on my airline of choice is that they will sometimes deliver exceptional service (and sometimes not so exceptional). What if the airlines said, “Pay us a little extra, and we’ll give you better service.”?

That is exactly what Air Canada did with a service they call “On My Way.” If passengers are willing to pay an extra $25 on shorter flights and $35 for longer ones, Air Canada will give them access to a number will specially trained customer service representatives. There also seems to be an insurance component to the fee. If your flight is cancelled or delayed, Air Canada promises the passenger a “worry free” experience. They will assist the passenger in rebooking flights that are cancelled, delayed, etc. to the next available flight and, if necessary, pay for overnight lodging, even when it is not the airlines fault (weather related).

Here’s my take. On the surface it looks like Air Canada is charging more for good service. The good service is something the airlines (or any company) should do anyway. I think it is a mistake to advertise that essentially, if you pay an additional service charge per flight, you get better service. The reality is that what Air Canada is really selling is insurance, and I get it. However, maybe the message shouldn’t be confused. Good service is one thing. Insurance is another.

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).

Fun, Fun, Fun!

I had a great opportunity recently to work with a company for an employee meeting. U-Gas and Dirt Cheap (same company) is a convenience store and liquor store chain based in St. Louis. Part of their mission is that they create a fun place, not just for the employees but also the customers. They want their customers to have fun!

They have business cards that have “Fun! Fun! Fun!” written across the top. They give away heart shaped candy to customers on Valentine Day. They give away Mardi-Gras beads during Mardi-Gras. You get the idea. Customers have fun when they shop at U-Gas and Dirt Cheap – and so do the employees!

So how does the fun factor into their success? People like to come back. That’s what U-Gas and Dirt Cheap strive for. They want their customers to love to do business with them. They work hard at keeping the employees motivated and incorporate fun programs that make the customers want to come back.

There are lots of strategies you can and should incorporate into your customer experience strategy, and FUN could be a good one!

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 and Product Knowledge Training for Starbucks Doesn’t Cost. It Pays!

Last week Starbucks closed down their stores – all of their stores in North America – that’s approximately 7,000 stores – for a three hour period. Why? Because Howard Schultz, the CEO, wanted to do a special training for all of the employees on how to make that perfect cup of coffee. That coupled with some customer service training made for a powerful three hour session. Mr. Schultz wanted his people to get back to basics and make sure they understood that the root of their basic product success is a great cup of coffee and outstanding customer service.

What did it cost for Starbucks to close their stores for three hours? What did it cost to rally all of the employees together during this time? Every employee was invited to participate in the training, and they were paid. A bigger question would be, what would it cost if they didn’t do the training?

Mr. Schultz has his eye on the ball. He knows what is important. He understands what the business has to do to be competitive and stay on top. He knows that if he doesn’t spend the money to train his people, it will cost him much more down the road.

Starbucks is a legend in the world of quality and customer service. The above is just one example of why. Sure it may cost to train employees, but it cost more not 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 (www.TheCustomerFocus.com).

Lousy Rules – Lousy Decisions

I’ve always been against a corporate rule or policy that punishes or inconveniences innocent or honest customers. Every once in a while I’ll hear about a policy that was made as a result of one or two bad incidents that ruins it for the rest of us.

I just read a somewhat humorous article in the St. Louis Post dispatch, October 6, 2007 edition. It seems that Delta Air Lines told one of their passengers that she would have to buy two tickets for her conjoined one-year-old twins. The little infants could fit in one seat, but Delta’s position was that if there was an emergency that required oxygen masks, each child would need their own masks. I actually agree with this. But the humorous part of the article stated, “Presumably the principle goes, jeez, if we gave you a break think of all the masses of infant conjoined twins who’ll be trying to ride on one ticket.”

Focus on the good customers, not the bad ones. Make it easy on your good customers, and don’t “punish” them because a few bad people took advantage of you. No matter what rules you put in place, the “bad people” will always work to find a way around them.

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).