Don’t Lose Sight of Your Customers

Bad Customer Service Example Set by a Manager

One of my favorite restaurants was famous for having its maître d’ walk backwards up the stairs while conducting guests to their tables. For a long time, I assumed it was a fancy ritual, one of those things that is done in high society. Decades later, I found out the truth: it was all about keeping eyes on the customer.

In this week’s video, I share why they walked backwards up the stairs at Tony’s in St. Louis, and how you can keep your eyes on your customers, too.

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