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How to Say Yes…Almost Always

Empowering Your Employees to Create an Amazing Customer Experience

Shep Hyken interviews Christine Trippi, CEO at The Wise Pineapple. They discuss the value in empowering your employees to provide the best experience possible for your customers and say yes…almost always.


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Top Takeaways:

  • The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.
  • One of the most important things you can do every day is huddle with your team. Meet together and talk about your culture and company values daily.
  • The number one reason people leave their jobs is because they are not feeling recognized or valued by their boss or management.
  • Keeping a healthy, productive company culture is all about making sure your employees feel valued, informed of their responsibilities, participate in ongoing training, and set goals to help them grow.
  • The anxiety from having to confront customers on a hard “no” can cause employees to enter their fight or flight mode. Either way, the interaction becomes negative and causes the customer to become even more unhappy with the situation.
  • Find ways to say yes to your customers, even if the answer is no.
  • Christine Trippi’s four-step process on how to always say yes includes: 1) Make friends first. 2) Explain what you can do. 3) Offer options. 4) Be creative.
  • Energy times execution equals your sweet results. After feeling inspired you may have a lot of energy to get started, but it’s the ideas and the execution of those ideas that will make sweet success.


“A lot of companies have a great onboarding process that covers their missions and values, but then it ends on day one. It’s how you pull through every day that’s going to create your company culture.”

“The number one reason people leave their jobs is because they don’t feel recognized or valued by their company. Not because they want more money.”

“Recognize and value your team, give them information to do their job well, train them, and give them ways to win every day. That’s how you keep a healthy company culture.”

“Energy times execution equals sweet results. You can get excited about implementing new ideas, but you must execute those ideas to have success.”


Christine Trippi is an award-winning hotelier who has been in a romance with hospitality for over 30 years, serving as manager at resorts, and full and select-service hotels. She is the founder of The Wise Pineapple and uses her experience and passion for helping leaders and organizations haveSweet Operations, Sweet Cultures, and Sweet Results.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do you empower your employees?
  2. What skills can you learn from the hospitality industry?
  3. How do you create a healthy company culture?
  4. Why is it important to empower your employees?
  5. How do you say no to your unhappy customers?

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