By Shep Hyken The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. They are the successful owners of the famous […]
By Shep Hyken There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you can’t – and shouldn’t – judge a book by its cover. One of my favorite examples of this is from the movie Pretty Woman starring Julia Roberts and Richard Gere. This classic […]
By Shep Hyken A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. If you’ve ever rented a car at the airport, you typically are stopped at […]
By Shep Hyken I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s 12-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of […]
By Shep Hyken Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But… What happens when something […]