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Top Takeaways:


“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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