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Empowering Employees to Create Customer Moments That Matter with David Diestel

Enabling, Recognizing, and Celebrating Great Customer Service

Shep Hyken interviews David Diestel, chief executive officer of FirstService Residential. He talks about delivering exceptional service consistently, creating moments that matter, and empowering the team to provide amazing customer experiences.

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Top Takeaways:

  • A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. 
  • Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. 
  • In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth. 
  • Maintaining a customer-focused culture across multiple regions requires alignment and consistency. Celebrating customer service wins and establishing consistent communication helps maintain a customer-centric focus across various locations. 
  • Plus, Shep and David share examples of Moments of Magic® and “Moments that Matter.” Tune in! 


“Every interaction with the customer matters. It is important that everyone in the organization learns this and that it is constantly reinforced.” 

“Your values and mission should not just be words on paper. It should be embodied in service and constantly delivered to customers and employees.” 

“Listening to feedback is magic. We ask our associates how we are doing in helping them excel at their jobs. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.” 

“As humans, we all want to be successful in our roles. As leaders, our job is making it easier for our teams to deliver exceptional service.” 


David Diestel is the Chief Executive Officer of FirstService Residential, one of North America’s largest property management groups. They serve 9,000 communities and 18,000 employees. 

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

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

  1. How can companies create “moments that matter” for their customers? 
  2. What strategies can organizations use to deliver exceptional service and experiences consistently? 
  3. How can companies empower their teams to provide outstanding experiences? 
  4. How do companies uphold branding and values across multiple locations? 
  5. What methods are effective in measuring and improving customer and employee experiences?

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