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Posts by Shep Hyken

Is Your Team Ready for an Emergency?

Does everyone on your team know what to do in the case of an emergency? It could be the fire alarm going off, or a power outage, or even a customer threatening to harm themselves or others. Be prepared for the scenarios that you’re most likely to encounter in your business, and make sure your…

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Find People Who Don’t Have to Fake It

Employees who have to engage with customers have to have the right attitude. And you can’t just count of people to “fake it.” You may have had an experience where an employee was providing good service, up until the moment you weren’t their responsibility any more…and then the attitude flipped. They didn’t have to fake…

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Train Your Employees to Be Customer-Friendly

As you build a customer-focused and customer-friendly business, there are some things that your employees should never say to customers. The way they learn what to say and what not to say is training. But that training is less about teaching specific things than about teaching the common sense that employees should use any time…

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The Cult of the Customer

Next week the updated, revised edition of my book The Cult of the Customer comes out. The book is all about helping you find ways to amaze your customers, including both the occasional over-the-top experience as well as the everyday, consistently good experience that you should aim to deliver. So watch this week’s video for…

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Leaders Accept Responsibility

Great leaders recognize the people on their team who deserve it. They can, as President Dwight Eisenhower put it, “push praise down.” But what about blame? Great leaders also accept responsibility. They’re quick to share the praise, and to accept the blame when things go wrong. It’s not fun, and it can be difficult, especially…

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Move from Uncertainty to Amazement

As a business owner, you want to amaze your customers. But amazing them doesn’t just come from a single experience, no matter how wonderful it may be. What’s even more important is being better than average every single time. It’s about consistency. You want customers to know that they’ll have a good experience no matter…

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Do Your Customers Love You?

After Valentine’s Day last week, do your customers love you? Consider finding ways to show a little extra love to your customers, and they’ll love you right back. In this week’s video, I discuss six ways you can step up your game, including being customer-focused, being transparent, and avoiding transactions. What does that mean? Watch…

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Dramatic Change, Not Traumatic Change!

You want to create a better experience for your customers. That naturally requires change. Sometimes, it requires dramatic change. So what can you do to make sure that your dramatic change is a positive one, and not a negative one? You want a dramatic change that doesn’t cause a lot of drama, and doesn’t turn…

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The One Thing Your Business Needs

Do you have the best product? That’s great. The best location? Great. But what will really make your business successful is something else: a customer! Without customers—and loyal customers who will come back and do business with you again—none of the other things really matter. It comes down to building a strong customer base, and…

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The Customer Service Standard

There was once a time when having great customer service really stood out. But as more companies have discovered the importance of a great customer experience, it has come to the point where it’s no longer a nice-to-have luxury, but rather an essential, must-have for any business. Now, you’ll stand out when you don’t make…

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