Bad Rules
Shep Hyken - customer service motivational speaker, author, trainer and expert – tells a funny story in the Shepard Letters, his monthly newsletter, where the rules overpowered common sense and left a customer unsatisfied with their experience.
Recently I took my wife to one of St. Louis’s hottest new restaurants. This place is always busy and it is hard to get a reservation. On this particular Saturday night they were extremely busy. On our way out I told my wife to stay in the restaurant, where it was warm, while I went outside to give the parking attendant the ticket to get our car. I then wanted to go back inside to wait with my wife while the valet went to get the car. One problem. The doorman wouldn’t let me back in the restaurant. The manager had decided that it was too crowded in the restaurant, so no one would be allowed in until people had left.
I pleaded with the “guard” at the door that I had just came out to give my ticket to the valet parking attendant and that my wife was waiting inside for me to get her. I even tried to get him to look at my credit card receipt. His response, “I’m just doing what they (the management) told me to do.”
I told him that was ridiculous. Eventually my car arrived and my wife, being far more intelligent than the guy guarding the door, knew to come outside. As we drove away I told her the story. It was so ridiculous, that we actually had a bit of a laugh over it.
A couple of thoughts… First, I knew why the management of the restaurant had made the request not to let more people into the restaurant. So did the guy guarding the door. The place was crowded.
Second, did management ever think that my particular situation would happen? Probably not. I’m not referring to me walking out to get my car and wanting to go back in to get my wife. I’m referring to management ever thinking that the doorman might take the request so literally that they wouldn’t let customers back in.
Do you or your company have rules and policies that customers might think of as dumb, ridiculous or inconvenient? Do the people you work with understand the concept of the rules and policies, or can they be misunderstood to a point of ruining a customer’s experience? Put another way…
What have you done to get in the way of success?
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, August 11, 2010
Wednesday, August 04, 2010
Ask the Extra Question(s)
Shep Hyken - customer service motivational speaker, author, trainer and expert – recounts a funny story from the Shepard Letter, his monthly newsletter, which as amusing as it may be, has a serious message behind the humor about asking questions.
As you may have read in past Shepard Letter articles, I believe that communication is the cornerstone to good customer and employee relationships. One of my favorite strategies is to “Ask the extra question.” This ensures you have a better understanding of what your customer wants and expects. Here is something that happened to me and my colleagues at a recent meeting in Washington, DC.
We decided to have lunch at a pub. The menu had a number of great looking appetizers. Along with our lunch entrees, we ordered several of them. One of the appetizers was mini-hamburgers; three to an order. Well, there were seven of us. I nicely asked the server that since there were three to an order, and there were seven of us, could they make seven and just charge us for it. He said, “No problem.”
Out came the appetizers. There were chicken wings, nachos and… seven orders of mini-hamburgers. Not seven burgers, but seven orders of burgers. That’s 21 burgers total. At first we were shocked. The server, with an embarrassing look on his face said, “It did seem like you were ordering too much food.”
So, why didn’t he ask us about it? He admitted it didn’t seem right. No, he didn’t ask the extra question, and we ended up boxing up 15 hamburgers. The good news is that there were some homeless people in the park across the street that had a nice lunch, thanks to our server’s lapse in common sense.
The Lesson: Sometimes people say something and mean something else. Or, you may simply not understand someone. Avoid problems. Avoid confusion. Most important, avoid letting down a customer. Ask the extra question(s).
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Shep Hyken - customer service motivational speaker, author, trainer and expert – recounts a funny story from the Shepard Letter, his monthly newsletter, which as amusing as it may be, has a serious message behind the humor about asking questions.
As you may have read in past Shepard Letter articles, I believe that communication is the cornerstone to good customer and employee relationships. One of my favorite strategies is to “Ask the extra question.” This ensures you have a better understanding of what your customer wants and expects. Here is something that happened to me and my colleagues at a recent meeting in Washington, DC.
We decided to have lunch at a pub. The menu had a number of great looking appetizers. Along with our lunch entrees, we ordered several of them. One of the appetizers was mini-hamburgers; three to an order. Well, there were seven of us. I nicely asked the server that since there were three to an order, and there were seven of us, could they make seven and just charge us for it. He said, “No problem.”
Out came the appetizers. There were chicken wings, nachos and… seven orders of mini-hamburgers. Not seven burgers, but seven orders of burgers. That’s 21 burgers total. At first we were shocked. The server, with an embarrassing look on his face said, “It did seem like you were ordering too much food.”
So, why didn’t he ask us about it? He admitted it didn’t seem right. No, he didn’t ask the extra question, and we ended up boxing up 15 hamburgers. The good news is that there were some homeless people in the park across the street that had a nice lunch, thanks to our server’s lapse in common sense.
The Lesson: Sometimes people say something and mean something else. Or, you may simply not understand someone. Avoid problems. Avoid confusion. Most important, avoid letting down a customer. Ask the extra question(s).
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, July 28, 2010
No Brown M&M’s
Details are important. Shep Hyken – customer service motivational speaker, author, trainer, and expert – shares a funny story from one of his Shepard Letters, his monthly newsletter, about paying attention to details to enhance your customer’s experience.
Perhaps you have heard the story of the rock stars who wanted a bowl of M & M’s in their dressing room – and requested that all the brown ones be removed. One might call this request… extreme, difficult or maybe even eccentric. And, is the story even true?
Yes, it turns out the story is true. The band was Van Halen, and the request was anything but extreme, difficult or eccentric.
Many performers’ contracts include a rider, which indicates all of the specific requests to ensure the show will go well. A rider can include dozens, if not hundreds of requests. Van Halen put the “no brown M & M’s” request in to see if the people working the show were paying attention to the details. The thought was that if they didn’t take out the brown M & M’s, what else did they miss? They weren’t being difficult. They had created a system that checked (and hopefully confirmed) that the crews they worked with in each city were paying close attention to details. They wanted their fans to experience a perfect show.
LESSON: Create a system that checks and confirms that employees and vendors are managing the details. Paying attention to the details can help ensure a flawless customer experience.
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314) 692-2200
Details are important. Shep Hyken – customer service motivational speaker, author, trainer, and expert – shares a funny story from one of his Shepard Letters, his monthly newsletter, about paying attention to details to enhance your customer’s experience.
Perhaps you have heard the story of the rock stars who wanted a bowl of M & M’s in their dressing room – and requested that all the brown ones be removed. One might call this request… extreme, difficult or maybe even eccentric. And, is the story even true?
Yes, it turns out the story is true. The band was Van Halen, and the request was anything but extreme, difficult or eccentric.
Many performers’ contracts include a rider, which indicates all of the specific requests to ensure the show will go well. A rider can include dozens, if not hundreds of requests. Van Halen put the “no brown M & M’s” request in to see if the people working the show were paying attention to the details. The thought was that if they didn’t take out the brown M & M’s, what else did they miss? They weren’t being difficult. They had created a system that checked (and hopefully confirmed) that the crews they worked with in each city were paying close attention to details. They wanted their fans to experience a perfect show.
LESSON: Create a system that checks and confirms that employees and vendors are managing the details. Paying attention to the details can help ensure a flawless customer experience.
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314) 692-2200
Wednesday, July 21, 2010
Customer Service Training Tip - FAQ #10
Customer Service Program Engagement
This is the final blog in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
As you may already know, I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. Thus, I have created this list of 10 frequently asked questions. A large percentage of the questions that came in focused on employee engagement, and I have already posted this list once. That is how important employee engagement is! So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Or better put:
How do we get our employees to engage in a customer service program?
Here is an answer, in the form of a list to this frequently asked question:
1. Hire right. You need the right people in the right jobs.
2. Properly train your employees – both technical and soft skills.
3. Recognize people when they are successful.
4. Celebrate success with the entire organization. Share great stories.
5. Create a learning environment. When employees do well applaud them. When there is a mistake, make it a positive learning experience.
6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization. Customer service is not a department, it is a philosophy.
7. Be polite and show respect. Say please, thank you and let your people know you appreciate their hard work.
8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.
Please share with us your answer or comments to the above question.
That’s the end of the Frequently Asked Questions blog series. Next week, we start the Should Ask Questions series! Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Customer Service Program Engagement
This is the final blog in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
As you may already know, I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. Thus, I have created this list of 10 frequently asked questions. A large percentage of the questions that came in focused on employee engagement, and I have already posted this list once. That is how important employee engagement is! So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Or better put:
How do we get our employees to engage in a customer service program?
Here is an answer, in the form of a list to this frequently asked question:
1. Hire right. You need the right people in the right jobs.
2. Properly train your employees – both technical and soft skills.
3. Recognize people when they are successful.
4. Celebrate success with the entire organization. Share great stories.
5. Create a learning environment. When employees do well applaud them. When there is a mistake, make it a positive learning experience.
6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization. Customer service is not a department, it is a philosophy.
7. Be polite and show respect. Say please, thank you and let your people know you appreciate their hard work.
8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.
Please share with us your answer or comments to the above question.
That’s the end of the Frequently Asked Questions blog series. Next week, we start the Should Ask Questions series! Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, July 14, 2010
Customer Service Training Tip - FAQ #9
How Do You Start A Customer Service Program?
This is the ninth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
What suggestions do you have to start a customer service program?
Again, I could write a book on this one question. Actually I have – a few of them! Seriously, I want to give you a simple answer. Go to the website www.CultOfTheCustomer.com. Download the forms and exercises. You will see the links on the left side of the page. These downloads are free. Take a look at the Touch Points Chain exercise. This exercise will help you identify the interactions you have with your customers.
A “Touch Point” is any point of interaction you have with a customer. There are several follow-up exercises that will help you develop strategies to enhance these “touch points.” This is a simple, effective and inexpensive way to get you thinking about how the customer perceives you and your company. Don’t be fooled by the simplicity. You could spend a day or more strategizing over the answers to these exercises.
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
How Do You Start A Customer Service Program?
This is the ninth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
What suggestions do you have to start a customer service program?
Again, I could write a book on this one question. Actually I have – a few of them! Seriously, I want to give you a simple answer. Go to the website www.CultOfTheCustomer.com. Download the forms and exercises. You will see the links on the left side of the page. These downloads are free. Take a look at the Touch Points Chain exercise. This exercise will help you identify the interactions you have with your customers.
A “Touch Point” is any point of interaction you have with a customer. There are several follow-up exercises that will help you develop strategies to enhance these “touch points.” This is a simple, effective and inexpensive way to get you thinking about how the customer perceives you and your company. Don’t be fooled by the simplicity. You could spend a day or more strategizing over the answers to these exercises.
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, July 07, 2010
Customer Service Training Tip - FAQ #8
Social Media & Customer Service
This is the eighth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
I keep hearing about social media being big for customer service. How can I use social media to enhance my service?
Social media is a rage these days. For example, you hear about companies using Twitter to learn about their happy and dissatisfied customers. Here are several thoughts:
Yes, you should have a Twitter account. For those who don’t know, Twitter lets you post a short message that can potentially be broadcast to the entire world. Once you sign up you can do a search for any postings that include your company’s name. If there are any out there you can read them and respond appropriately.
What about Facebook? Companies are creating value for their customers by setting up Facebook groups where customers can have on-line conversations about all kinds of topics you feel are important.
Hosting a Blog allows you to share information about your products and services to the world. Don’t create blatant promotion. Give away great ideas and advice.
In the three ideas above – or any social media strategy – you must offer value to your customers. If you give away valuable tips and advice about how to use your products and services, you will start to attract followers, who if they aren’t already your customers, will hopefully be soon.
Part of great customer service is creating exceptional value beyond just the product or service you sell. Social media is a great way to accomplish this.
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Social Media & Customer Service
This is the eighth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
I keep hearing about social media being big for customer service. How can I use social media to enhance my service?
Social media is a rage these days. For example, you hear about companies using Twitter to learn about their happy and dissatisfied customers. Here are several thoughts:
Yes, you should have a Twitter account. For those who don’t know, Twitter lets you post a short message that can potentially be broadcast to the entire world. Once you sign up you can do a search for any postings that include your company’s name. If there are any out there you can read them and respond appropriately.
What about Facebook? Companies are creating value for their customers by setting up Facebook groups where customers can have on-line conversations about all kinds of topics you feel are important.
Hosting a Blog allows you to share information about your products and services to the world. Don’t create blatant promotion. Give away great ideas and advice.
In the three ideas above – or any social media strategy – you must offer value to your customers. If you give away valuable tips and advice about how to use your products and services, you will start to attract followers, who if they aren’t already your customers, will hopefully be soon.
Part of great customer service is creating exceptional value beyond just the product or service you sell. Social media is a great way to accomplish this.
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, June 30, 2010
Customer Service Training Tip - FAQ #7
How To Deal With Unreasonable Customers
This is the seventh in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
What happens if a customer just isn’t being reasonable?
That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, the customer isn’t going to be happy. One technique we teach is to reverse the situation. This has to be set up properly. Ask the customer, “If you were me, working for this company, and I came to you with this situation, what would you do for me?” Ask the customer to be realistic. Remind him/her that you’re reversing roles. If it has gotten to this point you have probably already shared ideas or alternative solutions.
In the end, the customer may not be reasonable. Ask yourself, “Is this a customer worth keeping.” If so, do what you have to do. If not, this may be a good time to nicely help them learn about other options for getting what they want – such as the competition.
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
How To Deal With Unreasonable Customers
This is the seventh in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
What happens if a customer just isn’t being reasonable?
That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, the customer isn’t going to be happy. One technique we teach is to reverse the situation. This has to be set up properly. Ask the customer, “If you were me, working for this company, and I came to you with this situation, what would you do for me?” Ask the customer to be realistic. Remind him/her that you’re reversing roles. If it has gotten to this point you have probably already shared ideas or alternative solutions.
In the end, the customer may not be reasonable. Ask yourself, “Is this a customer worth keeping.” If so, do what you have to do. If not, this may be a good time to nicely help them learn about other options for getting what they want – such as the competition.
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, June 23, 2010
Customer Service Training Tip - FAQ #6
Handling Customer Complaints
This is the sixth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
What is the best way to handle a customer complaint?
There are entire books written with numerous techniques on how to handle complaints. Still, I have a quick answer. What you do to fix a customer’s problem or complaint is not as important as the ultimate goal, which is to re-establish the customer’s confidence.
My simple formula has three parts:
1. Fix what needs fixing. It really doesn’t even matter how, as long as it is fixed.
2. Do it with the right attitude; one with ownership and accountability.
3. Do it fast. Urgency is of the utmost importance.
As long as you are not a company or organization that is constantly having problems, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to come back, and their trust will grow when you can take a bad situation and turn it around for them (and for you)!
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Handling Customer Complaints
This is the sixth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
What is the best way to handle a customer complaint?
There are entire books written with numerous techniques on how to handle complaints. Still, I have a quick answer. What you do to fix a customer’s problem or complaint is not as important as the ultimate goal, which is to re-establish the customer’s confidence.
My simple formula has three parts:
1. Fix what needs fixing. It really doesn’t even matter how, as long as it is fixed.
2. Do it with the right attitude; one with ownership and accountability.
3. Do it fast. Urgency is of the utmost importance.
As long as you are not a company or organization that is constantly having problems, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to come back, and their trust will grow when you can take a bad situation and turn it around for them (and for you)!
Please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, June 16, 2010
Customer Service Training Tip - FAQ #5
The Cost of Good Customer Service
This is the fifth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How much does it cost to deliver good customer service?
The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company and more.
There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.
Again, please share with us your answer or comments to the
above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
The Cost of Good Customer Service
This is the fifth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How much does it cost to deliver good customer service?
The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company and more.
There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.
Again, please share with us your answer or comments to the
above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, June 09, 2010
Customer Service Training Tip - FAQ #4
What is the Best Way to Get Feedback From Customers?
This is the fourth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How do you suggest we get feedback from customers (or clients, guests, patients, etc.)?
I’m not a big fan of customer satisfaction surveys – the ones that are mailed or emailed to customers. My clients who use these tend to get a small percentage of responses. My favorite way is to just ask. Sometimes you can do it on the spot. Or even on the phone.
One of my favorite clients is Enterprise Rent-a-Car. Their follow-up surveys are an example of the right way to do it. After renting one of their cars, the customer will usually receive a phone call within 24-48 hours. The survey is promised to last less than a minute and consist of three questions. Customers are usually happy to respond to this very short survey. Enterprise gets excellent feedback and from a high percentage of their surveyed customers.
Again, please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
What is the Best Way to Get Feedback From Customers?
This is the fourth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How do you suggest we get feedback from customers (or clients, guests, patients, etc.)?
I’m not a big fan of customer satisfaction surveys – the ones that are mailed or emailed to customers. My clients who use these tend to get a small percentage of responses. My favorite way is to just ask. Sometimes you can do it on the spot. Or even on the phone.
One of my favorite clients is Enterprise Rent-a-Car. Their follow-up surveys are an example of the right way to do it. After renting one of their cars, the customer will usually receive a phone call within 24-48 hours. The survey is promised to last less than a minute and consist of three questions. Customers are usually happy to respond to this very short survey. Enterprise gets excellent feedback and from a high percentage of their surveyed customers.
Again, please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, June 02, 2010
Customer Service Training Tip - FAQ #3
Is the Customer Always Right?
Shep Hyken - customer service motivational speaker, author, trainer, and expert - asked readers what questions they had about customer service in his monthly newsletter, The Shepard Letter.
This is the third in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
Is the customer really always right?
I love this expression, “The customer is always right.” Unfortunately, that is not the case and it is a shame that organizations try and get their employees to believe it. No, the customer is not always right – but they are always the customer. So if they are wrong, let them be wrong with dignity and respect.
Again, please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken --http://www.hyken.com-- (314)692-2200
Is the Customer Always Right?
Shep Hyken - customer service motivational speaker, author, trainer, and expert - asked readers what questions they had about customer service in his monthly newsletter, The Shepard Letter.
This is the third in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
Is the customer really always right?
I love this expression, “The customer is always right.” Unfortunately, that is not the case and it is a shame that organizations try and get their employees to believe it. No, the customer is not always right – but they are always the customer. So if they are wrong, let them be wrong with dignity and respect.
Again, please share with us your answer or comments to the above question. Thank you!
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken --http://www.hyken.com-- (314)692-2200
Friday, May 28, 2010
How To Get Employees Engaged In a Customer Service Program
How do we get our employees to engage in a customer service program?
Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. A large percentage of the questions that came in focused on employee engagement. So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Here is an answer, in the form of a list to this frequently asked question:
1. Hire right. You need the right people in the right jobs.
2. Properly train your employees – both technical and soft skills.
3. Recognize people when they are successful.
4. Celebrate success with the entire organization. Share great stories.
5. Create a learning environment. When employees do well applaud them. When there is a mistake, make it a positive learning experience.
6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization. Customer service is not a department, it is a philosophy.
7. Be polite and show respect. Say please, thank you and let your people know you appreciate their hard work.
8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
How do we get our employees to engage in a customer service program?
Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. A large percentage of the questions that came in focused on employee engagement. So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Here is an answer, in the form of a list to this frequently asked question:
1. Hire right. You need the right people in the right jobs.
2. Properly train your employees – both technical and soft skills.
3. Recognize people when they are successful.
4. Celebrate success with the entire organization. Share great stories.
5. Create a learning environment. When employees do well applaud them. When there is a mistake, make it a positive learning experience.
6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization. Customer service is not a department, it is a philosophy.
7. Be polite and show respect. Say please, thank you and let your people know you appreciate their hard work.
8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Friday, April 23, 2010
The Four Minute Break
This post is a bit off the typical track of customer service. But, please take the time to read it as it is very worthwhile. My friend Ricky Kalmon is a professional hypnotist. He has an amazing show that he does at corporate events all over the world. He made a few comments recently that I think apply to all of us, especially those involved in customer service.
No matter how much we enjoy our jobs, we all need a break now and then. We look forward to those ten or fifteen minutes and the opportunity to step away from the tasks at hand so we can rest, rejuvenate and fuel our minds and bodies. Ricky says, “My experience has taught me, however, that it’s not so much how much time we have, but how we use the time we’re given.” Further to the point, Ricky suggests that in customer service and support, as in any other career, people perform at their best when they’re rested and free from stress and outside pressures. So, he suggests that during your next break you to take a vacation—a vacation of the mind. In four short minutes, his Subconscious Makeover™ technique will take you to a calm place where you can reduce stress and pressure, while gaining focus, confidence and the energy you need to perform at your very best.
Give yourself four minutes today to relax, reduce stress, and create a clear pathway for success. Find a quiet place where you can sit and relax. Close your eyes and imagine a calm, peaceful place—a park, the beach, or any place that invites relaxation. Breathe in, slowly and deeply, envisioning yourself in this place, free from stress, schedules and worries. Exhale fully, cleansing your body of outside chatter and pressures. Continue breathing, relaxing more and more with each breath. Feel yourself fall further and further into a deep, relaxing state. Once you’re fully relaxed, feed your subconscious with new and empowering thoughts and affirmations which are aligned with your goals. I am free of stress…I am confident and committed to my career goals…I am free of distractions and have control of my thoughts. Whatever your goals are, affirm them during this state of deep relaxation. After four minutes, slowly open your eyes, letting your breathing return to normal. You’ll feel relaxed, refreshed and energized. Your subconscious will start to use the suggestions you placed in your mind to create the change you want. You’ll see results the first time, but as you repeat your four-minute vacation of the mind, it will become more effective and so will you.
I’m recommending a set of audio CD’s that Ricky has created to help reduce stress and build energy. Go to http://www.RickyKalmon.com/store/insideSalesP.html.
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
This post is a bit off the typical track of customer service. But, please take the time to read it as it is very worthwhile. My friend Ricky Kalmon is a professional hypnotist. He has an amazing show that he does at corporate events all over the world. He made a few comments recently that I think apply to all of us, especially those involved in customer service.
No matter how much we enjoy our jobs, we all need a break now and then. We look forward to those ten or fifteen minutes and the opportunity to step away from the tasks at hand so we can rest, rejuvenate and fuel our minds and bodies. Ricky says, “My experience has taught me, however, that it’s not so much how much time we have, but how we use the time we’re given.” Further to the point, Ricky suggests that in customer service and support, as in any other career, people perform at their best when they’re rested and free from stress and outside pressures. So, he suggests that during your next break you to take a vacation—a vacation of the mind. In four short minutes, his Subconscious Makeover™ technique will take you to a calm place where you can reduce stress and pressure, while gaining focus, confidence and the energy you need to perform at your very best.
Give yourself four minutes today to relax, reduce stress, and create a clear pathway for success. Find a quiet place where you can sit and relax. Close your eyes and imagine a calm, peaceful place—a park, the beach, or any place that invites relaxation. Breathe in, slowly and deeply, envisioning yourself in this place, free from stress, schedules and worries. Exhale fully, cleansing your body of outside chatter and pressures. Continue breathing, relaxing more and more with each breath. Feel yourself fall further and further into a deep, relaxing state. Once you’re fully relaxed, feed your subconscious with new and empowering thoughts and affirmations which are aligned with your goals. I am free of stress…I am confident and committed to my career goals…I am free of distractions and have control of my thoughts. Whatever your goals are, affirm them during this state of deep relaxation. After four minutes, slowly open your eyes, letting your breathing return to normal. You’ll feel relaxed, refreshed and energized. Your subconscious will start to use the suggestions you placed in your mind to create the change you want. You’ll see results the first time, but as you repeat your four-minute vacation of the mind, it will become more effective and so will you.
I’m recommending a set of audio CD’s that Ricky has created to help reduce stress and build energy. Go to http://www.RickyKalmon.com/store/insideSalesP.html.
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 (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, April 21, 2010
Customer Service Training Tip - FAQ #2
The Difference Between Customer Service and Customer Loyalty
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
The Difference Between Customer Service and Customer Loyalty
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Thursday, April 08, 2010
Customer Service Training Tips - FAQ #1
This blog post has the first of ten frequently asked questions about customer service. I’m going to post them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s the first one…
What is customer service?
The simple answer is that customer service is how an organization or individual delivers what they sell to the customer. That said there is much that goes into delivering good customer service. More than just the way a person or organization delivers what they sell, it is really customers that define service, which is the experience and value they receive as a result of doing business with a company. Any definition of the term customer service is almost irrelevant, as it is the customer’s perception that really defines your customer service.
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
This blog post has the first of ten frequently asked questions about customer service. I’m going to post them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s the first one…
What is customer service?
The simple answer is that customer service is how an organization or individual delivers what they sell to the customer. That said there is much that goes into delivering good customer service. More than just the way a person or organization delivers what they sell, it is really customers that define service, which is the experience and value they receive as a result of doing business with a company. Any definition of the term customer service is almost irrelevant, as it is the customer’s perception that really defines your customer service.
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: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Thursday, February 18, 2010
Is the Glass Half-Empty, Half-Full, Or...
A departure from the typical customer service tip, here is a motivational story...
Recently I ran into an old friend, Michael Packman, who I grew up with. We were talking about our kids and he told me a great story about his daughter, Amanda.
When Amanda was younger, Michael had the idea to ask her a question to see if she was an optimist or a pessimist. So, he set a half-filled glass of water in front of her and asked:
“Is the glass half-full or half-empty?”
Her response took him by surprise. Amanda said:
”That depends if you are drinking or pouring.”
Metaphorically speaking, the next time you have a "half-filled glass of water," what will be the answer to the question? Is it half-empty, half-full - or is there another answer? Sometimes the less obvious answer is a better one, or at least another alternative.
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 © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
A departure from the typical customer service tip, here is a motivational story...
Recently I ran into an old friend, Michael Packman, who I grew up with. We were talking about our kids and he told me a great story about his daughter, Amanda.
When Amanda was younger, Michael had the idea to ask her a question to see if she was an optimist or a pessimist. So, he set a half-filled glass of water in front of her and asked:
“Is the glass half-full or half-empty?”
Her response took him by surprise. Amanda said:
”That depends if you are drinking or pouring.”
Metaphorically speaking, the next time you have a "half-filled glass of water," what will be the answer to the question? Is it half-empty, half-full - or is there another answer? Sometimes the less obvious answer is a better one, or at least another alternative.
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 © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Sunday, February 14, 2010
On Hiring Teenagers and Young Adults
A tale of two teenage employees… I walked into a restaurant and was served by a teenage employee who had an indifferent attitude. She didn’t even say, “Thank you.” Later that week I was at a different restaurant and was welcomed by a young employee with a smile and warm greeting. And, as I was leaving she smiled and thanked me for coming in.
When a teenager is hired, I’ll argue that the any positive attitude they have at work didn’t come from an employee training session. No, they had that positive attitude before they ever applied for the job. Bruce Nordstrom claims that at Nordstrom’s Department Stores the employees' original training came from their parents, not the Nordstrom's sales training program.
I’ve been fortunate to have several fabulous high school and college students work their summer internships with me. In the interviewing process it is so easy to spot the positive attitudes. Their enthusiasm is contagious and the pride in their work is to be admired.
This leads me into introducing Eric Chester, the recognized expert in hiring and motivating the young workforce. He has just announced a program called Bring Your “A” Game to work. If you hire teens or are a parent of teens, you must study this website: www.TheAGame.com.
An individual’s work ethic develops when they are young. They are influenced by their parents, friends and their first employers. This program helps kids develop a great work ethic and mindset. It sets them up for their future. As Eric says, “We would never allow a 16 year old to get behind the wheel of a car before they learn how to drive. We must also stop allowing teens into the workplace until after they have learned what is expected of them and how they can succeed. The “A” Game is going to become the driver’s ed for the work place.”
I’m plugging his website because I believe in his program. In most cases, the root of any employee delivering great customer service starts with the jobs they had as a teenager. Check out Eric’s program. Even if you don’t hire teens, the information is relevant to a workforce of any age. Again, the website is www.TheAGame.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).
Copyright © 2010, Shep Hyken -- http://www.hyken.com -- (314)692-2200
A tale of two teenage employees… I walked into a restaurant and was served by a teenage employee who had an indifferent attitude. She didn’t even say, “Thank you.” Later that week I was at a different restaurant and was welcomed by a young employee with a smile and warm greeting. And, as I was leaving she smiled and thanked me for coming in.
When a teenager is hired, I’ll argue that the any positive attitude they have at work didn’t come from an employee training session. No, they had that positive attitude before they ever applied for the job. Bruce Nordstrom claims that at Nordstrom’s Department Stores the employees' original training came from their parents, not the Nordstrom's sales training program.
I’ve been fortunate to have several fabulous high school and college students work their summer internships with me. In the interviewing process it is so easy to spot the positive attitudes. Their enthusiasm is contagious and the pride in their work is to be admired.
This leads me into introducing Eric Chester, the recognized expert in hiring and motivating the young workforce. He has just announced a program called Bring Your “A” Game to work. If you hire teens or are a parent of teens, you must study this website: www.TheAGame.com.
An individual’s work ethic develops when they are young. They are influenced by their parents, friends and their first employers. This program helps kids develop a great work ethic and mindset. It sets them up for their future. As Eric says, “We would never allow a 16 year old to get behind the wheel of a car before they learn how to drive. We must also stop allowing teens into the workplace until after they have learned what is expected of them and how they can succeed. The “A” Game is going to become the driver’s ed for the work place.”
I’m plugging his website because I believe in his program. In most cases, the root of any employee delivering great customer service starts with the jobs they had as a teenager. Check out Eric’s program. Even if you don’t hire teens, the information is relevant to a workforce of any age. Again, the website is www.TheAGame.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).
Copyright © 2010, Shep Hyken -- http://www.hyken.com -- (314)692-2200
Wednesday, January 06, 2010
Ten Goal Setting Strategies to Help You Achieve Your Goals in the New Year
Happy New Year! As a way to start the New Year, I thought it might be appropriate to take a diversion from my usual writings on customer service and focus on how to reach goals in your business and personal life. Around New Years time many people seem to make the same goals and resolutions every year. This “Top Ten” list addresses some of the basics of setting and more importantly, achieving, goals.
1. Write down goal with a definitive description and clear picture of what you are trying to achieve.
2. Create a plan or procedure. How are you going to achieve it?
3. Acknowledge others that may be involved and make sure they are aware and in agreement with your goal.
4. Determine a length of time.
5. Determine any obstacles and brainstorm how to overcome them.
6. Determine if you need someone to support you – someone who you will be accountable too.
7. Set up a checking system to monitor the goal/project.
8. Start and stay on track. If you stray, don’t give up. Come back and realign your timeline.
9. If you don’t reach your goal on time, don’t go crazy. Celebrate what progress you have made.
10. Finally, if you didn’t reach your goal, after you celebrate, set a new one.
Make 2010 your best year yet!
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 © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Happy New Year! As a way to start the New Year, I thought it might be appropriate to take a diversion from my usual writings on customer service and focus on how to reach goals in your business and personal life. Around New Years time many people seem to make the same goals and resolutions every year. This “Top Ten” list addresses some of the basics of setting and more importantly, achieving, goals.
1. Write down goal with a definitive description and clear picture of what you are trying to achieve.
2. Create a plan or procedure. How are you going to achieve it?
3. Acknowledge others that may be involved and make sure they are aware and in agreement with your goal.
4. Determine a length of time.
5. Determine any obstacles and brainstorm how to overcome them.
6. Determine if you need someone to support you – someone who you will be accountable too.
7. Set up a checking system to monitor the goal/project.
8. Start and stay on track. If you stray, don’t give up. Come back and realign your timeline.
9. If you don’t reach your goal on time, don’t go crazy. Celebrate what progress you have made.
10. Finally, if you didn’t reach your goal, after you celebrate, set a new one.
Make 2010 your best year yet!
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 © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Monday, December 07, 2009
Shep Hyken To Present Free "Cult of the Customer" Webinar
It is my pleasure to present (at no charge) a Cult of the Customer Webinar sponsored by one of my clients, Parature. The program is this Wednesday, December 9 at 2:00 EST/11:00 PST. Click here to register.
This will feature content from both The Cult of the Customer book as well as the speech. You will learn about the five “Cults” or phases that all companies go through. In addition, you will learn ten specific strategies to help get and keep you in the “Cult of Amazement.” I promise this hour will be a valuable investment of your time.
Feel free to pass information to your friends and colleagues. Thanks to Parature, there is no charge to attend. Just click here and you will be taken to Parature's website to register.
Parature provides on-demand customer service, customer support and help desk software.
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 -- http://www.hyken.com-- (314)692-2200
It is my pleasure to present (at no charge) a Cult of the Customer Webinar sponsored by one of my clients, Parature. The program is this Wednesday, December 9 at 2:00 EST/11:00 PST. Click here to register.
Feel free to pass information to your friends and colleagues. Thanks to Parature, there is no charge to attend. Just click here and you will be taken to Parature's website to register.
Parature provides on-demand customer service, customer support and help desk software.
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 -- http://www.hyken.com-- (314)692-2200
Tuesday, December 01, 2009
The Fear of Cheer
Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.
Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.
Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.
So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!
BOOK RECOMMENDATION:
David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.
A GIFT FOR YOU!
My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.
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 -- http://www.hyken.com -- (314)692-2200
Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.
Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.
Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.
So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!
BOOK RECOMMENDATION:
David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.
A GIFT FOR YOU!
My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.
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 -- http://www.hyken.com -- (314)692-2200
Tuesday, November 24, 2009
Customer Service Is More than a Department
Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:
“Customer service is too important to leave to just the customer service department.”
Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!
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
Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:
“Customer service is too important to leave to just the customer service department.”
Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!
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
Wednesday, November 04, 2009
Book Recommendations!
On Marketing
“The Complete Idiot’s Guide to Target Marketing” by Susan Friedman is out this month. This new book is part of the well-known and respected “Complete Idiot’s Guide” series. It is packed with clever and practical strategies to help any type of business get their message to the right people. Go to http://bit.ly/JERZ9 (Amazon.com) to buy it today.
On Sales and Relationships
“The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients For Life” by Maribeth Kuzmeski is about… Just read the subtitle! Maribeth interviewed hundreds of successful businesspeople, CEO’s, etc. The book is filled with valuable ideas and strategies to create better business relationships. Go to www.TheConnectorsBook.com to buy your copy.
On Leadership
“Uncommon Sense: One CEO’s Tale of Getting in Sync” by Andy Kanefield and Mark Powers is a quick read that will give you a unique perspective on getting your organization aligned. It is the fictional story of Jack, CEO of Horizon bank, and walks you through the critical aspects you need to be in sync for maximum effectiveness. If you have read my book, “The Cult of the Customer,” you know the importance of getting your organization in alignment. Learn more at www.dialect.com.
Another One On Leadership
“On My Honor, I Will,” by Randy Pennington has a new edition that is coming out this week. Our mutual success is in question unless leaders at every level of every organization, community, and family get the integrity question correct. Randy shows why integrity is crucial to every leader’s success and how anyone who aspires to a position of leadership can accomplish that goal. Buy it at www.Amazon.com.
On Customer Service (GET THIS ONE!)
Can’t miss the opportunity to plug my book, “The Cult of the Customer.” It just came out six months ago and immediately hit the Wall Street Journal and USA Today best-seller lists. If you are reading this blog, you probably already know about it, but just in case, find out more at 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).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
On Marketing
“The Complete Idiot’s Guide to Target Marketing” by Susan Friedman is out this month. This new book is part of the well-known and respected “Complete Idiot’s Guide” series. It is packed with clever and practical strategies to help any type of business get their message to the right people. Go to http://bit.ly/JERZ9 (Amazon.com) to buy it today.
On Sales and Relationships
“The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients For Life” by Maribeth Kuzmeski is about… Just read the subtitle! Maribeth interviewed hundreds of successful businesspeople, CEO’s, etc. The book is filled with valuable ideas and strategies to create better business relationships. Go to www.TheConnectorsBook.com to buy your copy.
On Leadership
“Uncommon Sense: One CEO’s Tale of Getting in Sync” by Andy Kanefield and Mark Powers is a quick read that will give you a unique perspective on getting your organization aligned. It is the fictional story of Jack, CEO of Horizon bank, and walks you through the critical aspects you need to be in sync for maximum effectiveness. If you have read my book, “The Cult of the Customer,” you know the importance of getting your organization in alignment. Learn more at www.dialect.com.
Another One On Leadership
“On My Honor, I Will,” by Randy Pennington has a new edition that is coming out this week. Our mutual success is in question unless leaders at every level of every organization, community, and family get the integrity question correct. Randy shows why integrity is crucial to every leader’s success and how anyone who aspires to a position of leadership can accomplish that goal. Buy it at www.Amazon.com.
On Customer Service (GET THIS ONE!)
Can’t miss the opportunity to plug my book, “The Cult of the Customer.” It just came out six months ago and immediately hit the Wall Street Journal and USA Today best-seller lists. If you are reading this blog, you probably already know about it, but just in case, find out more at 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).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Thursday, October 29, 2009
Old Milt Linder
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!
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 – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!
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 – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Sunday, October 04, 2009
Celebrate Customer Service Week
This week is Customer Service Week. It shouldn’t be a week. It should be all the time. None the less, it has become recognized as a week to celebrate and promote customer service. Take the time to do something special for your customers or employees. Here are some ideas:
- Take the time to write or call your customers to show some (extra) appreciation.
- Have a short customer service training session (or two) for your employees.
- Each day have employees record an example of when they provide a great customer service experience.
- And, my favorite idea: Buy a copy of “The Cult of the Customer” for your favorite customers and employees.
-- New Iphone apps! Did you download your customer service iPhone apps? Three apps: “Cult of the Customer,” “Moments of Magic” and the “Shep Hyken App” Go to the app store and download them (no charge) and you will have access to tips and strategies from the books along with my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search for them by their names.
No iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
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
This week is Customer Service Week. It shouldn’t be a week. It should be all the time. None the less, it has become recognized as a week to celebrate and promote customer service. Take the time to do something special for your customers or employees. Here are some ideas:
- Take the time to write or call your customers to show some (extra) appreciation.
- Have a short customer service training session (or two) for your employees.
- Each day have employees record an example of when they provide a great customer service experience.
- And, my favorite idea: Buy a copy of “The Cult of the Customer” for your favorite customers and employees.
-- New Iphone apps! Did you download your customer service iPhone apps? Three apps: “Cult of the Customer,” “Moments of Magic” and the “Shep Hyken App” Go to the app store and download them (no charge) and you will have access to tips and strategies from the books along with my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search for them by their names.
No iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
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
Tuesday, September 15, 2009
Two Book Recommendations and New iPhone Apps
“Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask them the right way, your customers will tell you what they want and need. Client comments can help you create a company that attracts customers like bears to honey. The book has been getting rave reviews. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com.
“Illuminate: Harnessing The Positive Power of Negative Thinking” by David Corbin falls into the motivational category. I like this book. The premise is to accentuate the positive and ILLUMINATE the negative. The book reminds us that we can’t solve all that we face, unless we face it. The 3 Step Illuminate Process is Face It, Follow It and Fix It. Order it at www.Amazon.com.
-- New Iphone apps!
In the past few months I’ve touted my “Cult of the Customer” iPhone app. I now have two new apps; the “Shep Hyken App” and the “Moment of Magic App.” Go to the app store and download them (no charge) and you will have access to my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search on “Hyken” and “Moments of Magic.” And, if you don’t yet have the “Cult of the Customer App,” get that one too!
You don’t have an iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
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
“Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask them the right way, your customers will tell you what they want and need. Client comments can help you create a company that attracts customers like bears to honey. The book has been getting rave reviews. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com.
“Illuminate: Harnessing The Positive Power of Negative Thinking” by David Corbin falls into the motivational category. I like this book. The premise is to accentuate the positive and ILLUMINATE the negative. The book reminds us that we can’t solve all that we face, unless we face it. The 3 Step Illuminate Process is Face It, Follow It and Fix It. Order it at www.Amazon.com.
-- New Iphone apps!
In the past few months I’ve touted my “Cult of the Customer” iPhone app. I now have two new apps; the “Shep Hyken App” and the “Moment of Magic App.” Go to the app store and download them (no charge) and you will have access to my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search on “Hyken” and “Moments of Magic.” And, if you don’t yet have the “Cult of the Customer App,” get that one too!
You don’t have an iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
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
Sunday, August 30, 2009
Customer Service Is a Team Effort
This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.
As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!
LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.
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
This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.
As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!
LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.
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
Friday, August 21, 2009
Social Media and Customer Service
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
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
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
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
Monday, August 10, 2009
"Cult of the Customer" iPhone App Now Available – FREE!
If you have an iPhone, “The Cult of the Customer” is available as a free app. (It used to cost $1.99.) Just go to the apps section and type in the book title or my last name (Hyken). It’s like an extreme “Cliff Notes” version of the book. And, it won’t cost you a thing. If you already have the book, it is filled with reminders. If you don’t have the book, it’s a great introduction. And did I mention – It’s free! So, what do you have to lose? Do it now!
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 and knowledge products 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).
Wednesday, August 05, 2009
Customer Service on the Internet
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
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).
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
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).
Wednesday, July 29, 2009
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
(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
Sunday, July 05, 2009
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).
Monday, May 18, 2009
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).
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).
Wednesday, May 06, 2009
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).
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).
Monday, April 13, 2009
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).
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).
Thursday, April 09, 2009
"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).
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).
Monday, March 23, 2009
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).
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).
Saturday, March 21, 2009
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
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).
Wednesday, January 28, 2009
Crazy Customer Service and Marketing Idea
Zappos.com continues to amaze me – in a great way. They pay employees to leave if they aren’t happy. They create a culture of WOW both inside and outside of their organization. Every employee contributes an essay to a book/anthology that Zappos.com has published about their culture. They are truly operating at the Cult of Amazement!
Now they have done something really cool – and crazy. They are selling a t-shirt for a whopping $50,000 (Not a typo). The t-shirt says: Cease and Desist!
The $50,000 cost goes toward Zappos.com honoring the Cease and Desist message on the t-shirt, ensuring that the customer’s spouse or significant other will be banned from buying anything from the Zappos.com ever again. A press release put out by the company said there were a “tsunami of calls received in 2008 by the Zappos.com Customer Loyalty Team from spouses of loyal customers lamenting that the web site was causing relationship and financial strains.”
Sounds crazy, doesn’t it. Crazy, but serious! And, fun! This is exactly the creative thinking that has made Zappos.com a rock star in the customer service and experience world.
What’s the lesson? Get crazy. Come up with wild ideas that focus on your customers. You might find one that works – or gets you great publicity.
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 – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Thursday, January 15, 2009
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).
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).
Wednesday, December 17, 2008
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).
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).
Monday, October 27, 2008
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).
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).
Thursday, October 09, 2008
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).
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).
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