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Posts tagged "customer service lesson"

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. And, we did. Continue reading

Sometimes, the most common-sense customer service tips are the most important.

A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I just have one complaint. I wish you would respond quicker to my phone calls and emails.”   Continue reading

One of our faithful Shepard Letter subscribers, Warren Danziger, emailed a great story worth sharing with everyone. The short version of the story is as follows:

It was time to call the HVAC company that Warren had used for years to come out for the semi-annual inspection of his air conditioner and furnace. As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do. Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service. Continue reading

We can't do thatCustomer Service Training

It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.” Continue reading

Don't Lie to a CustomerCustomer Experience

We had a reservation Friday night at a restaurant for 7:30. We arrived on time, if not a few minutes early. There were two tables that were available, right in the middle of the restaurant. However, the hostess was looking in other parts of the restaurant. I pointed at one of the open tables and asked if we could sit there. She said, “No. That table is for six people.” Maybe I can’t count, but from what I could tell, the table was set for four in the middle of restaurant that was jammed with tables. There was no way they could put six chairs around it. So, I asked her how she could put six chairs around that table. She thought for a moment and decided to change her story. She said, “Actually that table is being held on request for a party coming in with an 8:00 reservation.” Continue reading

Fortune Teller Predicts DeliveryEasy Customer Experience

“Set it, and forget it!” Those are the words of Ron Popeil, one of the greatest pitchmen on the planet, known for inventing and selling the Chop-O-Matic hand food processor, the Veg-O-Matic (that he said can slice a tomato so thin it only has once side), the Ronco Pocket Fisherman and many other inventions. His Showtime Rotisserie and BBQ sold over 8 million units and helped his company to exceed $1 billion in profits. (Wikipedia)

One of the lines he made famous was, “Set it, and forget it,” referring to just putting the chicken in the rotisserie and having it come out perfect every time. And, that is the lead in to this week’s customer service lesson. Continue reading

customer-service-lessonAmaze Your Customers

It was 1987 and I’d just moved into my first house.  Doing some weekend repairs, I noticed that a saloon type door was coming off of the wall.  I took the bracket and hinge that connected the door to the wall and headed to my local Ace Hardware store.

I remember the nice gentleman that helped me.  I showed him what I wanted.  As we were walking down the aisle to get the replacement part he asked what I was using it for.  I told him, and he stopped. Continue reading

Shep Hyken – customer service motivational speaker, author, trainer, and expert – shares a few experiences in one of his Shepard Letters, his monthly newsletter, about remembering that even when you are not on the clock, you are still representing your company.

I recently took my family to dinner at a nice restaurant. We had a 6:00 p.m. reservation. We were a few minutes early and were obviously one of the first guests to arrive. The hostess told us to take a seat and she would let us know when our table was ready. As the restaurant was virtually empty, I asked her how long she thought it would be. Her response was this:

“Sir, it is 5:52. Your reservation wasn’t until 6:00. I’ll let you know when the table is ready.”

I was a bit put off by her very direct and less than friendly response. It looked like all of the tables were ready so I asked her why. Then the real reason came out why she didn’t want to seat us. She told me that she was off duty and I would have to wait for the hostess that was supposed to be on duty to arrive. Ah, I see! She could assume the duty of aggravating a customer, but could not, make that would not, assume the duty of taking care of a customer.

Lesson: This story illustrates a very simple, yet important point. At any time that someone can be associated with your company, they are.

That means that even when someone is off duty, as our hostess in the above example described herself to be, they are still on. Think about the truck with the corporate logo on its side that drives recklessly down the highway. The driver of that truck may be off duty, but the truck is still representing the company. Does the driver realize it?

A long time ago I wrote about an incident where I became upset with a ticket agent at the airport. I didn’t realize that audience members from my speech that morning were watching me. I was very embarrassed. At that moment I realized that I was not only representing myself, but my client as well.

At any given time, even when we don’t suspect it, we might be creating an impression about our company, or even ourselves. And whenever it comes to dealing with the customer, we must always be on – even when we are supposed to be off.

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