{"id":30981,"date":"2014-02-05T00:00:00","date_gmt":"2014-02-05T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/customer-service-strategy-deliver-value-with-time\/"},"modified":"2023-08-09T03:51:24","modified_gmt":"2023-08-09T03:51:24","slug":"customer-service-strategy-deliver-value-time","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/","title":{"rendered":"Customer Service Strategy: Deliver Value with Time"},"content":{"rendered":"<h2><a href=\"https:\/\/www.hyken.com\/customer-experience-2\/customer-service-strategy-deliver-value-time\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" id=\"image-preview-4660\" class=\"alignleft\" title=\"Customer Experience Speaker Shep Hyken\" src=\"http:\/\/www.hyken.com\/wp-content\/uploads\/Gift-of-Time-Low-Res.jpg\" alt=\"deliver amazing customer service\" width=\"288\" height=\"321\" \/><\/a>Deliver Value for Amazing Customer Experience<\/h2>\r\nI don\u2019t know very many people who enjoy waiting on anything.\u00a0 It\u2019s not that everyone is impatient<span style=\"color: #1f497d;\">.<\/span>\u00a0 It\u2019s just frustrating to have to waste time standing in line, being put on hold, or waiting for a response from anyone.\u00a0 How about showing up on time for lunch with a friend, only to have that friend show up twenty minutes late?\u00a0 You may cut a friend some slack, but you will surely be upset or angry with the company that makes you wait an extra twenty minutes.\r\n\r\nNot long ago, I was forced to stay in a hotel because my flight was canceled due to bad weather.\u00a0 I showed up late in the evening and couldn\u2019t believe how long the line was to check into the hotel.\u00a0 Their excuse was that they didn\u2019t expect the hotel to be so busy.\u00a0 Yet, according to the reservations person I talked with earlier that day, the hotel was just about sold out of rooms.\u00a0 How could they not have known?\u00a0 I blame a manager for making a bad staffing decision.\u00a0 That moment eroded the hotel\u2019s guest-focused brand and image that they had worked so hard to create through advertising and marketing.\r\n\r\nDon\u2019t you just hate when you call a company for help or support and you get the recording that goes something like this: \u201cWe\u2019re sorry.\u00a0 Due to unexpected call volume, you may experience longer than normal wait times.\u201d\u00a0 I hate when this happens.\r\n<h3>I\u2019m sensing a pattern.\u00a0 Don\u2019t these companies respect our time<span style=\"color: #1f497d;\">?<\/span><\/h3>\r\nCustomers are turning to alternative ways of doing business because of speed.\u00a0 Usually, it is much faster to order something online.\u00a0 Self-service checkout in a grocery store may be a good alternative to save a few minutes.\u00a0 Even when it comes to customer service, customers turn to an online alternative rather than having to make a call and be put on hold, be transferred to numerous people and have to repeat their story to multiple employees.\r\n\r\nAmazon.com gets it.\u00a0 Once you understand their system, you can find what you want and check out with \u201cone click.\u201d\u00a0 Their Amazon Prime Membership, for which customers pay an annual fee, offers free two-day shipping on most purchases.\u00a0 It\u2019s all about speed and convenience.\u00a0 Their customers love it, and are willing to pay for it.\r\n\r\nSome companies offer various levels of support.\u00a0 Pay more and you may get a special number that gets you to someone faster.\u00a0 Or just do more business to earn that perk.\u00a0 While I\u2019m not so sure that may be the best <a href=\"https:\/\/www.hyken.com\/customer-experience-2\/the-er-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">strategy<\/a>, here is the type of response I think you want from your customers:\r\n\r\n<i>The company may not be the lowest priced, but they are fairly priced and I\u2019m willing to pay a little more for the value they deliver.\u00a0 I love that my questions are answered and problems are resolved without having to wait.<\/i>\r\n\r\nHere\u2019s the point: Value my time and you value me.\u00a0 It\u2019s part of delivering amazing service.\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n<em>(Copyright \u00a9MMXIV, Shep Hyken)<\/em>","protected":false},"excerpt":{"rendered":"<p>Deliver Value for Amazing Customer Experience I don\u2019t know very many people who enjoy waiting on anything.\u00a0 It\u2019s not that everyone is impatient.\u00a0 It\u2019s just frustrating to have to waste time standing in line, being put on hold, or waiting for a response from anyone.\u00a0 How about showing up on time for lunch with a [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6791,6794],"tags":[5033,5034],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service Strategy: Deliver Value with Time<\/title>\n<meta name=\"description\" content=\"Value my time, and you value me. It\u2019s part of how a company can deliver value and amazing customer service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Strategy: Deliver Value with Time\" \/>\n<meta property=\"og:description\" content=\"Value my time, and you value me. It\u2019s part of how a company can deliver value and amazing customer service.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2014-02-05T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-09T03:51:24+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.hyken.com\/wp-content\/uploads\/Gift-of-Time-Low-Res.jpg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Customer Service Strategy: Deliver Value with Time\",\"datePublished\":\"2014-02-05T00:00:00+00:00\",\"dateModified\":\"2023-08-09T03:51:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/\"},\"wordCount\":570,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/#primaryimage\"},\"thumbnailUrl\":\"http:\/\/www.hyken.com\/wp-content\/uploads\/Gift-of-Time-Low-Res.jpg\",\"keywords\":[\"Amazon.com\",\"delivering amazing service\"],\"articleSection\":[\"Customer Experience\",\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/\",\"url\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/\",\"name\":\"Customer Service Strategy: Deliver Value with Time\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-service-strategy-deliver-value-time\/#primaryimage\"},\"thumbnailUrl\":\"http:\/\/www.hyken.com\/wp-content\/uploads\/Gift-of-Time-Low-Res.jpg\",\"datePublished\":\"2014-02-05T00:00:00+00:00\",\"dateModified\":\"2023-08-09T03:51:24+00:00\",\"description\":\"Value my time, and you value me. 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