shep hyken
Why Handling Mistakes Well Is a Key to Amazing Customer Service
Shep Hyken | October 17, 2024
Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems. It may not happen right away, but eventually, customers will realize why they like the company. The experience is what they want and expect every time. A customer’s complaint or issue is resolved in such a way that the customer notices. They are pleasantly surprised at how...
Separate Checks: A Metaphor for Good and Bad Customer-Focused Policies
Shep Hyken | October 10, 2024
It often amazes me how difficult some companies make it to do business with them. I could share so many examples, but let’s use the restaurant industry to illustrate my point. Recently, I attended a conference. I met three colleagues for breakfast. When the server approached our table, the first thing she said was, “No separate checks.” Really, that was the first thing she said. I could think of better opening lines. Regardless, it was clear that the restaurant had a policy. We were informed. Compare that to the experience I had the other day when my hockey team – yes, I still play hockey – went to a restaurant for break...
Customer Service Week 2024
Shep Hyken | October 3, 2024
If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.” Here are five ideas to celebrate. There’s nothing wrong with acknowledging customers during this week. I encourage it. But who makes those customers want to do business with you? Your employees! So, with that in mind, here are five ideas, one for each day of the week, to insp...
How’s the Weather and Other Stock Lines that Prove the Rep Is Uninterested
Shep Hyken | September 26, 2024
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience. “How’s the weather?” works if it’s a topic for the day. For example, a question about the weather may be appropriate if there’s a snowstorm. But if it’s just a generic icebreaker, there...
Potential Profit Killer: Making Assumptions About Customers
Shep Hyken | September 19, 2024
By Shep Hyken My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend. She bought the chess set – but only after the owner promised not to give the salesperson a commission. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a ...
The Secret to Outperforming the Competition: It’s Not Just About Customers
Shep Hyken | September 12, 2024
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove, who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence. She said, “I disagree – I think companies that put their employees at the center are the companies that outperform their competition.” Well said, Heather … and I agree. Her point is that if you put employees first and show them they are valued and appreciated, a great ...
Be More Interesting by Showing More Interest
Shep Hyken | September 5, 2024
When I was a teenager, Johnny Carson hosted The Tonight Show. I found him to be more than entertaining. I found him to be interesting. It didn’t take long for me to realize that what made him interesting was that he was truly interested in his guests. He not only asked great questions, he listened to his guests and seemed to always have the perfect comment that led to a better conversation, not just an interview with questions and answers. I took this idea to heart – being interesting by showing more interest – when I was dating. I would ask lots of questions to get to know my date. They did most of the talking, yet they still s...
In Customer Service, It’s Not the Destination – It’s the Journey
Shep Hyken | August 29, 2024
Ralph Waldo Emerson, the American philosopher, is often credited with saying, “It’s not the destination, it’s the journey.” The idea is that the journey is just as important—maybe even more so—than arriving at the destination. I recently attended a lecture by a magician who shared his “secrets” for creating a show that people want to come back and experience again and again. The message was clear. No matter how amazing the tricks are, it’s the personality and patter (the words used throughout the show) that make people laugh and entertain them along the way—as in the journey created on the way to the end of a t...