ER strategy | Shep Hyken | Customer Service Expert

This is an extremely simple, yet powerful business strategy. Some of you will find it so simple you might think it is trivial. Please don’t. I call it the ER Business Strategy. ER does not stand for Emergency Room. It is about adding the letters “ER” to describe what it is you want to do. For example, it is good when we are quick to send out our customers’ orders. But what can we do to make it quickER? Or, we have one of the safest factories in the industry. What can we do to make it safER? It is kind of like when Mcdonald’s “Super-sizes” their meals. (For those who don’t know, to “Super-Size” the meal means switching to a biggER order of fries and largER beverage.) Get the idea? The words don’t always have to end in ER. Sometimes doing moRE (backward ER) is bettER. Sometimes doing less(ER) is. All the ER Business Strategy does is remind you to do a bettER job at whatever you are doing. Simply go to your word processor and type the letters “ER” in a large font in the middle of the page. Print it out and there you have it – a simple reminder to ER what you (or your employees) are doing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. (Copyright ©MMXI, Shep Hyken)

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