Shep Hyken\'s Customer Service Blog

Are You the Owner?

At many of my presentations, I’ll leave time in the end for the audience to brainstorm the ideas and takeaways they plan to implement as a result of what they heard in the speech.  At a recent presentation for the Vail Valley Partnership in Vail, CO, Clark Walsh an employee at Old Forge Pizza made a great comment:

“I want to be so good that my customers ask me if I am the owner.”

Why would a customer ask that?  Because of Clark’s positive attitude, the excellent service he delivers, the way he treats fellow employees, and more.

At least several things are happening here:

One, Clark respects and admires the owner.

Two, Clark finds the customer’s comment to be a compliment.

And three, the owner of the restaurant has obviously set a good example, one that Clark wants to emulate.  By the way, this one is important.  An owner must be a good role model, a mentor and leader.  I’ve seen plenty of owners/leaders who don’t set good examples with a “do as I say, not as I do” management style.

Regardless of the size of your company, it doesn’t matter who you are or what you do, act like an owner.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or https://www.hyken.com/. For information on The  Customer  Focus™customer service training programs go to http://www.thecustomerfocus.com/. Follow on Twitter: @Hyken
(Copyright ©MMXII, Shep Hyken)

 

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