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Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy

What are some ways that you can show your customers, and your employees, that you are truly customer focused?

Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

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Top Takeaways:

  • Develop a customer service mantra, credo or vision for your company. Squaremouth’s credo is “We want to be the best place for our employees to work and the best place for our customers to buy products. Period.”
  • To be one of the best places to buy from, you also need to be one of the best places to work. Squaremouth treats their employees the way they want to them to treat their customers. Maybe even a bit better.
  • To have all employees understand the customers’ needs and wants Every employee in their St. Petersburg headquarters (even the CEO) at some time during the week, works in customer service, communicating directly with the customer.
  • ‘Downsell’ the customer. Many of Squaremouth’s customers are shocked by this policy, but Squaremouth will not sell the customer more coverage than they need. As a matter of fact, they often suggest less expensive policies. The least expensive policy can often be the best one.


Megan Singh is the Project Management Director for Squaremouth, and like all members of the Squaremouth team, Megan remains close to the customer base by taking customer phone calls on a weekly basis. Squaremouth helps travelers easily and instantly compare travel insurance products from every major U.S. travel insurance provider.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“At Squaremouth, we are completely transparent. Even the walls are made of glass.” – Megan Singh

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

  1. Why should you offer a guarantee to customers?
  2. What does Squaremouth do to be one of the best places to work?
  3. What is down-selling and why should you do it?
  4. What is the connection between a company’s culture and customer service?
  5. How does Squaremouth go above and beyond for their customers?
  6. How can my company win an award in customer service?
  7. What is a Stevie Award?




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