#13: Shep Hyken - Customer Service or No-Service?
What happens when leadership is disconnected from the front lines?
Is deception ever necessary or ethical?
Is it possible to set the bar too high?
These and other fascinating topics are discussed in this interview with customer service guru and NYT/ WSJ bestselling author Shep Hyken on The Rabbi and the Shrink.
1:00 No excuses or false expectations
Ethics applies to big ideas and principles but never at the expense of little details
If I take your money for my product or service, I have an ethical responsibility to make it as easy as possible for you to use it
4:00 Customer experience is integral to business
Why do businesses fail to anticipate customer needs?
7:30 Major disconnect between leadership and frontlines
Experience the real experience
11:00 Critics have to engage in deception to avoid preferential treatment
Is this ethical?
14:00 The element of positive surprise
Creativity without dirty tricks or deceit
17:00 The ethics of doing business during COVID
The principles of business remains the same but practices change to meet changing expectations
22:00 Increased quality leads to increased expectations
Communication and information prevent frustration
26:00 What businesses do we love?
What are they doing right?
How can we do what they’re doing?
Improving our work environment will spill over into everyday lives
29:00 Have we confused ethics and politics?
31:00 Does politically correct language cause confusion?
Open-mindedness goes both ways
35:00 Do companies need to cut customer service expenses to remain competitive?
40:00 During COVID, how do we balance safety against service?
How do we balance physical well-being against psychological well-being?
43:30 The word of the day: quotidian -- ordinary to the point of mundane
Elevate the ordinary to a level of extraordinary
Create exceptional experiences
47:00 A little better than average stands out as exceptional
48:00 “Gold is a very rich color”
50:00 Personalize the experience and win loyal customers
53:00 Use good judgment to make ethical decisions