{"id":31620,"date":"2017-11-07T00:00:00","date_gmt":"2017-11-07T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-steve-hockett\/"},"modified":"2024-01-04T08:19:24","modified_gmt":"2024-01-04T08:19:24","slug":"amazing-business-radio-steve-hockett","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/","title":{"rendered":"Be a Cut Above the Rest with Steve Hockett"},"content":{"rendered":"<div class=\"entry-content\">\r\n<h4><strong>Top Takeaways:<\/strong><\/h4>\r\n<ul>\r\n \t<li>There is much we can learn from the Great Clips Approach: customers are coming primarily as customers of a Great Clips salon, not to a specific stylist. The Great Clips experience is about the brand, not an individual that works there.<\/li>\r\n \t<li>Great Clips knows their customers, when they last came in for a haircut, and when they need to come back for the next one. They understand what the customers want and what\u2019s important to them.<\/li>\r\n \t<li>The Great Clips Five Steps to Customer Care:\r\n<ul>\r\n \t<li>1. Greet the customer when they come in, with eye contact.<\/li>\r\n \t<li>2. The consultation \u2013 ask the customer what they want.<\/li>\r\n \t<li>3. Create the cut and talk product.<\/li>\r\n \t<li>4. The confirmation \u2013 make sure they are happy.<\/li>\r\n \t<li>5. Thank the customer and invite them to come back.<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Great Clips is hyper-focused on what they do best. They cut hair. They don\u2019t do manicures, pedicures, or massages. They offer quick, efficient, high quality, moderate price haircuts, and are able to repeat that experience every time.<\/li>\r\n \t<li>Great Clips is using technology to connect with their customers. They call it Clip Notes\u2026 notes about each customer\u2019s specific details. What clipper guard number was used , what kind of neckline, etc. It\u2019s all stored in the cloud. So, when a customer comes to Great Clips, if they\u2019ve ever been there before, no matter the location, all the details of the previous haircut show up. Also in the Clip Notes are personal details of the client\u2026 did this customer just get married, or recently go on vacation\u2026? That all helps build rapport.<\/li>\r\n \t<li>The power of managing the wait time is given to the customer. The Great Clips app allows their customers to know exactly how long the wait time is so that they can avoid the busiest times.<\/li>\r\n \t<li>Great Clips knows it can\u2019t be all things to all people. It\u2019s about simplicity and staying in their lane.<\/li>\r\n<\/ul>\r\n<h4><strong>About:<\/strong><\/h4>\r\nSteve Hockett is President of Great Clips, Inc, soon to be CEO beginning in January 2018. Steve began his career with Great Clips, Inc. in 1988 and has spent 20 years with Great Clips in three separate segments, serving in various positions starting as a franchise owner. During his experience, he has worked extensively in marketing and operations and was heavily involved in the massive growth of the system from 150 units to now over 4,200 operating salons in the United States.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Shep Hyken<\/a><em> is a <\/em><a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service and experience expert<\/a><em>, \u201cNew York Times\u201d best-selling author, <\/em><a href=\"https:\/\/hyken.com\/who-is-shep\/\" target=\"_blank\" rel=\"noopener noreferrer\">award-winning keynote speaker<\/a><em>, and your host of Amazing Business Radio. <\/em>\r\n\r\n\u201cWe want more customers to come in. We\u2019re not focused on more dollars per customer.\u201d<strong> \u2013 Steve Hockett\r\n<\/strong>\r\n\r\n&nbsp;\r\n\r\n<a href=\"https:\/\/itunes.apple.com\/us\/podcast\/amazing-business-radio\/id973187100?mt=2\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/applepodcasts-300x79.jpg\" alt=\"\" width=\"171\" height=\"45\" \/><\/a>\u00a0\u00a0<a href=\"https:\/\/play.google.com\/music\/m\/Ivdvutwjbsyksdb7kdaeshladou?t=Amazing_Business_Radio\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/GPMLogo-e1479220046490.png\" alt=\"gpmlogo\" width=\"121\" height=\"40\" \/><\/a>\u00a0\u00a0<a href=\"https:\/\/subscribeonandroid.com\/feeds.soundcloud.com\/users\/soundcloud:users:193775683\/sounds.rss\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/BadgeLarge-android.png\" alt=\"badgelarge-android\" width=\"110\" height=\"40\" \/><\/a>\u00a0\u00a0<a href=\"https:\/\/www.c-suiteradio.com\/shows\/amazing-business-radio\/\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/C-Suite-Radio-button-for-blog-posts.png\" alt=\"\" width=\"238\" height=\"37\" \/><\/a>\r\n\r\n<strong>This episode of\u00a0<em>Amazing Business Radio with Shep Hyken<\/em>\u00a0answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li>How can I know my customers better?<\/li>\r\n \t<li>How do I understand customers better?<\/li>\r\n \t<li>How can I create consistency?<\/li>\r\n \t<li>How do I make a good impression with customers?<\/li>\r\n \t<li>Do I greet and thank my customers every single time?<\/li>\r\n \t<li>How can I use technology to generate more business?<\/li>\r\n<\/ol>\r\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: There is much we can learn from the Great Clips Approach: customers are coming primarily as customers of a Great Clips salon, not to a specific stylist. The Great Clips experience is about the brand, not an individual that works there. Great Clips knows their customers, when they last came in for 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":[6806],"tags":[5233],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Be a Cut Above the Rest with Steve Hockett - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience.\" \/>\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\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Be a Cut Above the Rest with Steve Hockett - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/\" \/>\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=\"2017-11-07T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-04T08:19:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/applepodcasts-300x79.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=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Be a Cut Above the Rest with Steve Hockett\",\"datePublished\":\"2017-11-07T00:00:00+00:00\",\"dateModified\":\"2024-01-04T08:19:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/\"},\"wordCount\":508,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/applepodcasts-300x79.jpg\",\"keywords\":[\"consistent experience\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-steve-hockett\/\",\"name\":\"Be a Cut Above the Rest with Steve Hockett - 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