Who is shep hyken

But, they are always the customer. So, treat them with dignity and respect. The world of customer service is full of examples of angry customers that call to complain and more or less, let off steam.

By the way, I threw a thank you in there as well which is kind of a bonus. Someone said the other day you should thank somebody for bringing a complaint. Just give them the plan, this is how this works. Guess what? You have got to act like you care. Move fast, move right away if possible. Angry, he complains to the scared hotel receptionist, who offers to take things off the bill. As a customer, he may have been thrilled, but from a business standpoint, Shep argues that there is a better solution.

What do you do when a big player comes to town or enters the market? Take Amazon for example. They occupy approximately 10,, square feet, which is a nice sized store but nothing compared to a huge big box store that might come in at , square feet. They out span ACE hardware by 30x in marketing dollars. So, what did ACE decide to do? So, they planned to get more knowledgeable reps. At some of the big box stores you do, but the difference ACE hardware delivers an extensive amount of training as they believe that knowledge at that level separates them from any other stores.

By the way, did you see the size of our parking lot compared to their parking lot? That means every spot is like rock star parking! Now you can park close to the building as opposed to dealing with all the traffic. ACE looked at all the opportunities which they can exploit, and they did it.

Shep explains how he chooses to do business with a small, independent, local car dealership when he could instead buy from a much larger car dealership. This included delivery picking up his car when it needs a service, offering a nice, new branded car as a complimentary vehicle, and picking it up when ready, at no extra charge. Turns out, the larger dealership offered the same service, but the difference was that they charged for it.

So, the smaller dealership became competitive. More convenient, at the same price. Another great example, companies like Uber reduce friction. So where can you reduce friction? Where can you become more accessible? Shep says that having those locations and being open at the right hours, is a pretty powerful position against someone like Amazon, where if you order something it could take 2 days to get there. Do you have an app that you can provide your customers to give instant access to your company?

In Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune size organizations to companies with less than 50 employees.

He is known for his high-energy presentations, which combine important information with entertainment humor and magic to create exciting programs for his audiences. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.

Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! Virtual Training Center. The ultimate CX resource for anyone from frontline workers to CEOs striving to create customer amazement—at no cost!

Menu Toggle navigation. Shep Hyken Customer Service Expert The one statistic that matters most is if the customer comes back. Enter the above code:. No Spam.