The Business Fixer Blog by Wes Schaeffer, The Sales Whisperer®

Shep Hyken: Show Up Early and Stay Late

Written by Wes Schaeffer | Jan 15, 2020
About Shep Hyken

Customer Service and Experience Expert – Hall of Fame Speaker – New York Times and Wall Street Journal Bestselling Author

Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbot Laboratories, American Express – and that’s just a few of the A’s!

Greatest Sales Success

  • His Mom told him to go get motivated. He went to a Tom Hopkins / Zig Ziglar workshop and started a magic show business at age 12. By age 14 he was making as much as his teachers. He was doing 8-12 shows a week and his parents hired a driver to take him to his shows.
  • He flew to Detroit just to meet a guy at GM at 23 years old and got the speaking deal on the spot! (Go big!)

Rubber-Meets-The-Road Tip

  • His mom taught him to write thank you notes.
  • His dad made him call a week early to reassure them…stay late, arrive early.
  • His dad told him to follow-up a week later to see how he did and to also prospect to get the siblings.
  • Training is an issue. American Express was turning around their customer service and now spends 75% of their training on soft skills.
  • The customer is not always right but they are the customer. Treat them with dignity and respect.
  • A call center is not customer service.
  • Service is not a department, it’s a philosophy that has to be embraced by everyone.

What Are You Reading Now

 

Get Shep Hyken's Newest Book, Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet

(Get A Free Audio Book)

Links Mentioned

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