Turn Your Mishaps into Wins!

May 8, 2018 // Shep Hyken

Do you have processes in place to turn minor mishaps into major wins? I recently witnessed a great example of an organization that knows exactly what to do. At a recent St. Louis Blues game, a fan a few rows ahead of me was hit in the head by a puck that came over the glass, opening a nasty looking gash. But what happened next was exemplary. An usher signaled the situation, medics and security people got to the fan quickly and got him taken care of physically, and, as I later found out, the Blues even went the extra mile to create a positive experience for the unfortunate fan. Learn how to create a moment of magic out of a moment of misery in this week’s video!

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.