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).

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).

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).

"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).

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).

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 America.  This book will help you understand the reasons behind what Scott calls “the current quagmire of stifling sameness.”  Can your customers differentiate between you and your competition?  Scott will reveal the keys to standing out in today’s marketplace.  When people zig, you need to zag.  Today, more than ever you have the opportunity to do so.  Companies are pulling back, which is the perfect opportunity for you to make more calls, talk to more clients and come up with more new ideas.

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).

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).

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).

How Easy Is It to Buy From You?

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

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

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

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

Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.


Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Customer Service Prevents Crime

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

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

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

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

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

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


Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Practice Confidence Building Habits

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

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

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

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Domino’s Selling More than Pizza

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

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

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

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

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

In the Spirit of Service

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

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

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

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

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

A gift for you!

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

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Jet Blue Executive Sets Leadership Example

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

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

A gift for you!

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

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Tough Economic Times Make the Best Look Bad

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

Starbucks Now Shuttering 600 Stores

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

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

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

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

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

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

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

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

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

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

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

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

More on Paying For Customer Service

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

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

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

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

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

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

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

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Want Good Service? Then Pay for It!

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

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

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

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

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Fun, Fun, Fun!

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

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

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

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

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

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

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

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

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

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

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).