Shep Hyken's Blog, page 229
March 14, 2014
Guest Blog: Two Questions Guaranteed to Enhance the Customer Experience
This week on our Friends on Friday guest blog post, my colleague Mike Lytle writes about the important, simple questions to ask your customer that will help improve the customer experience. –Shep Hyken
Your customer calls into your call center to ask a question. You answer the customer’s question, but then instead of hanging up, what if you asked them these questions: “Mr. Customer, while I have you on the phone, what exactly are you are trying to achieve? And how can I help?” By asking these simple questions, you have just demonstrated to the customer that you care, and would like to help them solve a problem, not just answer a question!
Be warned that this will definitely increase your agent’s talk time statistics, but we should all ask ourselves, what are we really trying to accomplish? Average talk time (ATT) and first call resolution (FCR) are important KPI’s in all call center metrics, but our ultimate goal should be to garner the role of a trusted advisor which not only improves the customer experience, but also builds loyalty.
If we take the time to understand the customer’s end goal, not just immediate need, we have the ability to increase their success and ultimately decrease their need for additional support. Being proactive versus reactive means we:
Provide supporting materials – Release notes, technical articles, how-to video links, and white papers can be valuable resources.
Make recommendations - Being a trusted advisor means you have the knowledge and courage to recommend software/firmware revisions and features that they should consider utilizing. Or equally important, software/firmware revisions and features they should avoid using and explain why.
Offer best practice suggestions – Customers appreciate it when subject matter experts offer advice based on their own experience & knowledge.
In this day of digital, social and mobile technologies, more and more customers are moving to electronic based support. It is very important now more than ever to earn their trust and help them to become successful every time you have the opportunity.
At Extreme Networks, we pride ourselves in putting the customer first. We have been awarded six prestigious Stevie Awards in the past two years, and are finalists for four more again this year in recognition of our customer service & support.
So, the next time you speak to a customer, don’t hang up and wait for them to call in again, be proactive and ask these questions, “Mr. Customer what exactly is it you are trying to achieve and how can I help?”
Mike Lytle is a Director of Global Technology Services & Operations at Extreme Networks. Lytle is primarily responsible for managing the engineering support operations within the award winning Global Technical Assistance Center (GTAC). Other responsibilities include managing service and support operations for both North America Federal accounts as well as the entire Asia Pacific geography.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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March 12, 2014
Future of Customer Service is Now! An Update and Commentary on Today’s Customer Service Tools
More and more I’m asked about the new technologies coming up in customer service and experience. It used to be that customer service was just a phone number you called when you needed help – or how nice someone was when they interacted with you. The future has brought us something bigger than customer service. It has brought us the customer experience, which is much more than your traditional customer service. It now encompasses every touch point or interaction the customer has with an organization. And the tools that are at our disposal today? Who would have imagined!
We all thought it was pretty cool when the restaurant gave us a pager to alert us when our table was ready. Today, that’s not such a big deal.
Then there was the internet, which allowed us to communicate in ways far beyond the phone or in person. Today your customers can text, email, tweet, video chat, instant chat or message, Facebook and more.
We have some very sophisticated ways of tracking our customers and getting data on their buying patterns. If used the right way, you can deliver an even better experience. I love it when a restaurant or hotel remembers me and my “preferences” when I return to them. Or how about the way Amazon “remembers” what I bought and looked at the last time I was on their site?
Today, a company can personalize the customer’s experience like never before. It has typically come through data collection. But, now there is a new way: a cool technology that has the ability to track your customers through their mobile phone. Once your customers give you permission – and you should get permission – you can track and personalize the customer’s experience. You can track their mobile phone and know when a customer walks through their doors. Imagine your customer is walking by an item and the their cell phone receives an alert that the item that they just passed by, and that they happened to buy the last time they were in, is now on sale. Or, the store can make the item specially-priced, just for that customer and just when they are in the store at that moment.
There is also a technology called “Directional Audio.” It is an audio system that broadcasts verbal messages to the consumer based on where they are standing. Anyone just a few feet away won’t be able to hear the message, but the audio is crystal clear and loud to the customer. The technology tracks the consumer’s phone and then delivers personalized messages (that even includes the consumer’s name). Cool “stuff.”
Bottom line is that these technologies are becoming more and more mainstream. Customers are buying into them, just as they accept receiving text and email messages. But here is the key, and this is very important: there is a balance between enhancing the customer experience and selling or marketing. While customer service may be one of your best marketing and sales strategies, marketing and sales are not always your best customer service strategies. Use with care. Deliver value. The customers will embrace you and your technological efforts to deliver a better customer service experience.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken (Copyright ©MMXIV, Shep Hyken)
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March 10, 2014
5 Top Customer Service Articles For the Week of March 10, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Customer Service Lessons: Amex by Jason Biddle
(USImprints) Despite the overall reputation of the credit card industry, there is one provider who consistently stands out and strives to break the mold: American Express.
My Comment: A few years ago I had the chance to interview the executive VP of World Service for Amex. It was a fascinating insight to a very customer-centric company (or should I say member-centric). This article captures some of the reasons that Amex has been so successful, and the lessons are transferable to just about any business.
5 Tips for Making Customer Service Extraordinary by Esker
(Esker) How can you make your customer service extraordinary? These five simple tips will take your business to the next level, and will have your customers raving about your company.
My Comment: This is a SlideShare from Esker that shares five common sense customer service tips. It sometimes surprises me how common sense customer service is not always so common.
10 Lessons That Social Can Learn From Traditional Customer Service by Luke Porter
(Sentiment) Social customer service may be new and exciting, but it can still benefit greatly from existing practices and experience. From managing spikes to Last Agent Routing, we think social still has a lot to learn.
My Comment: It’s time to stop separating traditional customer service from social media channels. It is all customer service, regardless of how the customer connects with you. This Infographic is filled with stats, facts and lessons to help deliver a better customer service experience through all communication channels.
40 Eye-Opening Customer Service Quotes by Ekaterina Walter
(Forbes) Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Here are 40 quotes supporting this premise.
My Comment: Loves these quotes from many famous – and not so famous – business people. They are perfect for conversation starters to our morning meetings.
3 Tips for Gaining Clarity in Customer Service by Jenny Dempsey
(Communicate Better) We’re always making up stories in our minds and eventually, will begin to believe them. This only leads to misunderstandings, stress and ultimately, a not so hot customer experience.
My Comment: This short article deserves an A for simplicity and relevance. Actually three A’s: ask, awareness and attention. That’s all about gaining clarity in how you interact with your customer.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken (Copyright ©MMXIV, Shep Hyken)
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March 7, 2014
Guest Post: What Great Customer Service Looks Like
This week on our Friends on Friday guest blog post, my colleague Karin Hurt writes about an experience she had that illustrates truly great customer service. –Shep Hyken
The Best Superbowl Advertisement Ever
It was Superbowl Sunday just before kickoff. It was the first appointment the Apple Genius Bar had available. My hard drive had crashed, and I was in a tailspin. The book I had finished that weekend, was stuck in a system that wouldn’t boot, the last third lost with no back-up. Not to mention the trapped keynote presentations and other docs I’d lost.
Apparently, the editing of the video we filmed Saturday was just too much for my little MacBook Air. I waited with fearful expectation for my turn and diagnosis, anticipating the rolled eyes I deserved. After all, what ding bat does a big project without a net? I felt like a rookie.
Tony called my name and I shared my story. I was disturbed by his odds, but strangely comforted by his approach.
Oh, Karin, that’s just terrible, it could be bad. I’m not sure we can recover your files. But, you have my absolute commitment that I’ll do everything in my power to fix this. OUR goal is to have you leave here with your book, the rest of your data, and a fully functional laptop
It’s complicated, and I can’t make promises, but here are the first 3 options we’ll try… if those don’t work, I’ll explain our other options and we’ll decide together.
After my 30 minute appointment morphed into full surgery, Tony brought in reinforcements. The prognosis was improving, but it would take a while.
Chatting to keep me off the ledge, Tony shared gently:
You know the video work you’re trying to do on this is a lot for this computer. It will work… but it’s not ideal. I know you don’t want to think about that now… just something to consider in the future.
I had time to kill, so I told him I was off to wander around. Tony introduced me to John to answer any questions I had while I browsed.
I told John the whole story. His eyes brightened.
“You’re writing a book! Oh way cool….. what’s it about? .…HE LISTENED
He shared, “I write too, mostly fiction…screen plays…working on a sitcom. NOW I’M LISTENING
…And I do video… this is what I use. That’s actually my dream, but I love working here because I stay up to date on all the technology. I’M LISTENING AND LEARNING
Are you using iMovie? HE’’S LISTENING
How’s that been for you? HE’S LISTENING MORE.
“Do you like to travel,” he continued… I find most artists like to travel… I sure do. NOW HE CALLED ME AN ARTIST. NICE.
“You know, once you publish your book, you should bring it in so we can all celebrate together about the book we saved. WE WERE IN THIS TOGETHER.
He continued, it’s so nice seeing someone pursuing their passion. THE FEELING WAS MUTUAL.
So there we were 2 “artists” spending Superbowl Sunday chatting about dreams.
I left the store with my book, a working laptop, a new desk top computer, and a joyous heart inspired with possibility.
I woke up at 3 am the next morning, gave the book a once over on my new machine and hit send, feeling like an “artist.”
Great Customer Service Feels Like…
Respect
Deep Caring
Human connection
Commitment to resolution
Being “In It” together
Leaving the customer feeling like their best possible self
Whether your customers are external or those you are leading, connection matters.
Your turn, what would you add?
Karin Hurt is an experienced executive leading in a Fortune 15 company. Her mission… to build the next generation of high-performing, high-trust leaders. Named to the 2014 Thought Leaders in Trustworthy Business and 2013 Multiplier of the Year.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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March 5, 2014
Turn Angry Customers into Customer Evangelists
Customer Service Best PracticesI just returned from speaking at the International Franchise Association convention. This was my sixth year speaking at this great organization’s conference and I decided it should be more of a conversation than a speech. While there was plenty of content in the session, I asked our audience members to share their best practices that related to the various topics that were in the presentation.
One of these best practices came from Jim Brown, the Chief Operating Officer of Handels, a chain of homemade ice cream and yogurt shops. By the way, you should know that this chain of ice cream shops has numerous accolades including listed as being number one in the world for ice cream according to the book, “The Ten Best of Everything: The Ultimate Guide to Travel” published by National Geographic.
His best practice had to do with complaints. My first response to Jim, after he told me about Handels, was how many complaints does an ice cream store typically receive? Probably not many, but when Jim does receive a complaint from a customer, the first thing he does is what most of us do. He apologizes to the customer and discusses what he can do to make the situation right. So far, that’s nothing special at all. But then he does something interesting, if not somewhat unique. He invites this complaining customer to be part of his secret shopper program. He actually turns his complainers into mystery shoppers!
What a brilliant idea. He not only apologizes and fixes the problem. He enlists their help to ensure a positive experience for other customers. And, the customers love doing this. Sure, they get some free ice cream for helping, but they also get to feel like part of the Handel’s team. He turns these complaining customers into customer evangelists!
This idea is so simplistic, but the results are excellent. Most of the time when there is a complaint, we want to resolve it and restore the customer’s confidence in doing business with us. This takes it one step further. This almost guarantees that the customer will not only come back, but become loyal as a result of the “bond” that develops when the customer becomes part of the team.
I’m constantly amazed at how many different ideas people and companies use to amaze their customers. What ideas do you have that turns complainers into evangelists? Send me an email and I may just include it in my next book.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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March 3, 2014
5 Top Customer Service Articles For the Week of March 3, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Have You Cracked the Customer Loyalty Code? by Genesys
(Genesys) The article highlights steps that Bain prescribes to achieve growth through customer centricity. Let’s take a closer look at what some of the steps are and how you can carry them out.
My Comment: Loyalty isn’t a rating. It’s an emotion. The concept of some type of emotional tie to the customer may be the best way to crack the “loyalty code.” While other concepts and strategies are important, true loyalty is about a bond or relationship the customer has with the business.
Drive Customer-Centric Employee Behavior With Rewards And Recognition by Sam Stern
(Forrester) My report describes the process for ensuring your rewards and recognition reinforce customer-centricity, rather than tempting employees to game the system.
My Comment: Another great article on what drives customer-centricity. The way you motivate with rewards and recognition are the keys to getting the customer focus you and your organization want to deliver.
WhatsApp: best for customer service? by Viv Craske
(The Guardian) If your brand or store uses Twitter for customer service enquiries, here’s why you should swap to WhatsApp.
My Comment: WhatsApp may be a new social channel for customer service. With the number of people signing up on the app, it may be good to be proactive and learn how customers are using the app. This article is a great introduction.
Customer Service Matters Much More Than You May Think by Ivan Widjaya
(Small Business Trends) Customer service is a big “elephant in the room” for so many businesses out there. It’s really not easy to train yourself or your employees with the virtues required to be a well-rounded, service-minded personality – a person with all the necessary attributes to make patrons to your business happy each and every time.
My Comment: Sometimes customer service (for some companies) can be common sense – but unfortunately it’s not always so common. The three great ideas in this article fall into that category. It makes total sense to do it right the first time – and it costs more to have to fix what should have been done right the first time. Happy customers recommend you and bring their friends; more sales means more profit. And finally, the cost of employee turnover in a non-customer focused environment is higher than one that is customer focused. So, why don’t more companies focus on service?
What is Customer Experience? [Infographic] by Flavio Martins
(WinTheCustomer!) Simply put, customer experience is how your customers perceive their interaction with your organization.
My Comment: This is an excellent infographic that clearly illustrates the benefits to managing the customer experience. It’s more than just typical customer service. This infographic defines that the customer experience is about the perception of all interactions that the customer has with your company. A great resource!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 28, 2014
Guest Post: How Much Attention Do You Pay to the Customer Experience?
This week on our Friends on Friday guest blog post, my fellow customer experience advocate Debbie Laskey writes how attention to the customer experience must be part of every business’ overall marketing strategy. –Shep Hyken
Do you recall the TV show Cheers? Even if you never watched the show, you’ve probably heard about the character Norm, who, when he entered the neighborhood bar, everyone would yell a happy greeting by yelling his name, “NORM.” Whenever I think about that part of the show, I always smile. Who wouldn’t want that type of greeting and recognition?
As a fan of Italian food, I was a regular guest of a small mom-and-pop Italian restaurant near my home in Southern California for seven years. While the employees did not yell my name when I walked through the door, many servers knew me, my family, and also my favorite dishes.
However, based on one recent experience – what I refer to as my worst restaurant experience ever – I will never return to this restaurant. From the moment my group and I walked in and said we did not have a reservation, the host rudely walked us to the table closest to the kitchen. Then, we were “blessed” with a waitress who clearly did not know the menu. When a straw was requested, she brought an opened straw to the table and slammed into my iced tea. Once another person delivered our food, she never returned to inquire if everything was okay. At the end of our meal, we ordered crème brulée, but the waitress brought us knives and forks. Who eats crème brulée with a knife and fork? We had to request spoons.
And lastly, we had to request our check several times. When it finally arrived, there was a mysterious $6 charge. Since there was nothing associated with the charge, we asked for an explanation. We asked the waitress, and when she did not return, we found and asked the manager. We waited 30 minutes AFTER WE FINISHED OUR MEAL for the bill to be corrected. At this point, you would think we might have been offered a discount on the check, or a free dessert for a future visit. Nothing was offered, and we never received an apology about the mysterious charge.
After I returned home, I was disappointed by the lack of service, so I visited the restaurant’s website to send my comments via a form or to find an email address. The Contact Page had a form with an error message, and there was no email address. So, I typed an old-fashioned letter and mailed it via snail mail. No response.
Fast forward a few months…I drove by the restaurant last night, and there were no lights on inside the restaurant, and no tables outside. I parked by the restaurant and read the sign on the door. It read, “While we thank our guests for your patronage, we have sold our restaurant.” I was simultaneously surprised and not surprised. With such a blatant disregard for customer service and a lack of understanding as to the importance of the overall customer experience, this restaurant was destined to close its doors – it was just a matter of time. While during the early days, the owners and management rigorously trained all servers and employees, this high standard of service became less important or even nonexistent on the priority list.
But customer experience marketing must always be among the top priorities for businesses in all industries. We just notice the exceptional and miserable examples when the hospitality industry is involved – perhaps, because we all want to be Norm from Cheers?
Let’s never forget the words of Jeff Bezos, CEO of Amazon, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Have you experienced a similar situation and witnessed a positive turnaround by personnel? Please chime in and share.
Debbie Laskey is a brand marketing evangelist in Los Angeles. Her areas of focus are brand marketing, social media, employee engagement, leadership development, and customer experience marketing. She is the Director of Marketing at the Exceptional Children’s Foundation. Follow Debbie on Twitter @DebbieLaskeyMBA.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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February 26, 2014
How to Turn Employee Customer Service Best Practice Into a Standard Practice
Customer Service LessonsIt was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would probably see a driver holding a sign with my name on it at the baggage claim area.
As soon as the plane landed I turned on my cell phone and noticed a text message, which happened to be from Rick Knobloch, my driver. The text message actually read as follows:
Hi Shep. This is Rick, your chauffeur. I’m in the baggage claim area in Terminal One at the bottom of the escalator holding a sign with your name, ready to drive you to the Cosmopolitan Hotel. See you soon. Thanks, Rick.
And included with the text message was a picture of Rick. I thought this was a nice touch. It warmed up the experience.
As soon as I came down the escalator to the baggage area I spotted Rick. And, he spotted me. He started walking toward me, and I thought to myself, “Does he know what I look like? How does he know it’s me?”
Well, it turns out that Rick does a Google search on all of his clients. And, he not only found my picture, he learned about what I did for a living. He even commented, “I hope I’m as good as that taxi cab driver that was on your YouTube video.” And it came as no surprise that just a few minutes after he dropped me off at the hotel he sent me another text message, thanking me for my business.
One might chalk this up to just another great customer service experience, but there are a couple of lessons we can take away from this.
First, I learned that what Rick did was not standard protocol for drivers. While I had received text messages from transportation companies directing me on where to go once my flight arrived, I had never been sent a picture. Rick told me it was an extra touch he thought of to make it easier for his clients to find him. He also did a little extra homework and learned about who he was driving that evening. Both of these are excellent “best practices” that he does with all of his clients.
The second lesson is even more important. Apparently, he is the only driver in his company to create this great customer experience for his clients. Why is that? I’m wondering why the other drivers don’t do the same thing. Rick’s best practices made him stand out. Why can’t the other drivers do the same thing so that the entire company stands out?
I’ve seen it happen again and again. Someone in a company does something different, sometimes even better, that makes him or her stand out. The result is that customers ask for that employee by name. So, doesn’t it make sense that the company would find out what that employee is doing that is special and attempt to operationalize the best practice? There is no reason why the other drivers of Rick’s company can’t do what Rick does.
I’m sending this article to Rick. First, I want him to know how much I appreciate the effort he goes through to create an amazing customer experience. Second, I hope he shows it to the leadership of the transportation company he works for. Maybe they will pick up on what Rick does and turn it from a best practice to a standard practice.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
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February 24, 2014
5 Top Customer Service Articles For the Week of February 24, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
What Do the Companies With the Best Customer Experience Have in Common? (And How Can You Have It Too?) by Joshua Paul
(Socious) Each year, top customer experience management executives compile the ten companies with the best customer experience. Not to be confused with customer service—though that certainly plays a role here—customer experience goes above and beyond simply serving your customers during their transactions.
My Comment: Two things I like about this article. First, the explanation about the difference between customer service and customer experience is well put. People often confuse the two. Second, is what we can learn from the common traits of the best-in-class customer experience companies. Even though large household name types of companies are used as examples, the lessons are appropriate for any size company. You don’t have to be a big company to have something in common with how these great companies deliver an amazing customer experience.
What to Do About a Disloyal Loyalty Program by Christopher Elliott
(Huffington Post Travel) The bubble that is travel loyalty programs is imploding and in response, airlines are spurning customers like Giancoli.
My Comment: Even though this article is using the airline industry as the case study, it could be almost any industry. This is a classic example of a loyalty program that is based on perks. Take away the perks and the customer’s loyalty may disappear. The best loyalty programs come from companies that are so good, that even without perks, their customers would be loyal. True loyalty is an emotional tie to the company. Treat me right and I’ll keep coming back. Make me feel good about doing business with you, and I’ll keep coming back. Offer me great value, and I’ll keep coming back. Throw in a perk or two and it’s just a bonus.
What is the Relationship Between Customer Service Quality and Market Share? by James Duval
(WinTheCustomer!) Is there a relationship between the size of a company and its ability to deliver quality customer service, and if so, what does it mean for the way we currently view business success?
My Comment: The statistic in this article that surprises me most is that for every 10% gain in market share there is a 1.5% drop in customer satisfaction. I don’t doubt it, but I have to wonder why. And, I don’t disagree with the notion the larger the company, the tougher it is to deliver a consistent customer service experience that wins loyal customers. Too many people and moving parts. That said, this is a wake-up call to all businesses, big and small, that customer service is paramount to sustaining, and even growing, a business. There are many companies who, regardless of their size, make excellent role models that have figured out how to grow and not to let customer service slip.
3 Tips to Keep Your Customers in Love with You by Ebony Grimsley
(Above Promotions) We have all heard it over and over again, it is costs more to gain a client than it is to keep an existing one spending with you. For this reason alone, a thorough look at what you’re currently doing for your customers is healthy to keep up your relationship with them. Below you will find three of our tips to help you keep your customers in love with you.
My Comment: This article is simple and to the point. Three great ideas. Keep your promise (your brand promise), give the customer value (sometimes more than they thought they would get) and personalize the experience. Simple and timeless customer service wisdom.
3 Tips for Creating a Customer-Centric Business By Jeremy Roche
(destinationCRM.com) Connect back-office and front-office functions to enable a broader customer view.
My Comment: The term customer-centricity has become a “buzz word” over the last year or two. The general thought is that everything a company does has the customer in mind. I won’t argue that this is a great goal. This short article has three great tips: the process keeps the customer in mind, make customer information available across all channels and have conversations with customers to build relationships and learn how you can serve them better.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 21, 2014
Guest Post: 3 Traits of Employees You Need to Hire in 2014
This week on our Friends on Friday guest blog post, my colleague Michel Falcon talks about three traits employees should possess. I really like number three, learning from those who come before us. I have always had a strong belief about how important it is to have a mentor and later becoming a mentor. – Shep Hyken
I was extremely fortunate to work with such a great company that supported my growth both internally and externally. While at 1-800-GOT-JUNK?, I was able to find mentors that helped groom me which I believe expedited my professional development and set me up for success today.
Externally, I was given the opportunity to visit Zappos’ HQ in 2007 (before Zappos Insights existed and it became popular to do so) because I recognized I needed to be studying what they were doing so I could learn.
A large majority of employees ask, “What has my company done for me lately?” I believe that the onus is also on the individual to fuel their own growth and take the initiative to develop themselves. I believe that the following three characteristics are found in exceptional employees that go on to build companies that we admire and reach unprecedented career accomplishments.
1. They take ownership of their own growth
I sat in a meeting one day and heard a manager say, “What is the company going to do this year to help us grow as employees?” While I believe the organization is also responsible for developing their people, employees need to take ownership of their own futures and stop relying on their bosses to single handily grow them.
Whether it’s finding a mentor or keeping up with the latest trends in their field, exceptional employees understand that combining the support they receive from their company and taking their own initiative will propel them to success.
“Ever since I was a child I have had this instinctive urge for expansion and growth. To me, the function and duty of a quality human being is the sincere and honest development of one’s potential.” – Bruce Lee
2. They understand that w orking 40 hours a week is a minimum, not a maximum
Kobe Bryant has built a reputation of having an insane work ethic and Marissa Mayer would often sleep at her desk while at Google. On a more personal level, my friend Dave works his tail off (60 hours/week) in the finance industry and is undoubtedly going to achieve success. If operating efficiently, it becomes a simple numbers game, if you have more hours in the day to accomplish your goals you will achieve success faster and long term growth.
Am I suggesting that if you work 40 hours/week that you won’t be successful? No.
However, there is a common theme among employees that work beyond the minimum, they all appear to be successful. I don’t believe in the “work smarter, not harder” saying. I think you need to be doing both to achieve massive results. Of course, don’t let this be a detriment to the relationship you have with your family and friends.
“Work is the key to success, and hard work can help you accomplish anything.” - Vince Lombardi
3. They learn from those that have come before them
As a kid, I would play ice hockey pretending I was Steve Yzerman. I would study his every move and tried to replicate it while on the ice. Today is no different, from a far, I study Chip Conley, Jeff Bezos and Gary Vaynerchuk.
You are always a student, regardless of age or position, the day you stop learning is the day you start to die. All employees and entrepreneurs that want to accomplish big things need to learn from those that have come before them. By doing so, you can stop yourself from making the same mistakes and expedite the learning process.
Remember, a role model can also be a mentor. You may not have the face to face opportunity to be coached by them but if you follow them from a distance you can receive the same amount of value.
“If you want to successful, find someone who has achieved the results you want and copy what they do and you’ll achieve the same results.” – Anthony Robbins
Have you found other characteristics in current or past employees that went on to achieve great success?
Michel Falcon is a customer and employee experience coach and keynote speaker based in Vancouver, Canada. He works with organizations who want to develop strategies to strengthen their customer experience efforts and increase their revenue and profits. If you enjoyed this post, more of his thoughts and full bio can be found on his website www.michelfalcon.com. You can connect with him on Linkedin: http://www.linkedin.com/in/michelfalcon and Twitter https://twitter.com/MichelFalcon. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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