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TV Expert Interviews / Leadership / Nov 8, 2017 / Posted by Shep Hyken / 2847 

When It Comes to Customer Service, Be Amazing

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Want to learn how to be amazing at customer service? It’s actually not that difficult. Wouldn’t it be nice if everyone regarded you as being amazing in sales? Or a wonderful leader? What if you could transform yourself into a person who was always amazing – in almost every area of life? “Always be amazing.” That is the motto of Shep Hyken, who tells us why it’s crucial to be amazing when working in the sales world. John Golden interviews Hyken.

This expert sales interview explores amazement in the sales world, including:

  • The difficulties surrounding being amazing
  • What it takes to be amazing
  • The importance of consistency

How difficult is it to be amazing?

Learning how to be amazing isn’t that hard to achieve. “It’s really simple,” said Hyken. “Most people think it’s being over the top, most incredible thing ever. But really, it’s about what you can do to have a goal that’s average a little more than average.” If you can start each day with a goal to try to be better than yesterday, you’re doing fantastic. Even if you fail to be better than yesterday, the goal is to continue a forward march with diligent perseverance towards your end goal.

What it takes to be amazing:

I’m all for shortcuts, and more natural ways, providing they don’t interfere with what someone might perceive as excellence. For excellence and amazement to happen, it just needs to be a little bit better than average, all the time. The bar is typically set very low, and being amazing only requires exceeding the bar. Often, fundamental things that could be done to take a company to the next level are avoided. Hyken gives the example of a dealership washing a car after it gets serviced, or a department store having salespeople available to help you. “Common sense should be more common than it is,” said Hyken.

Consistency is Key

So, if being excellent doesn’t involve an exorbitant amount of effort and work, why is it so hard to deliver on basic expectations? “Sometimes people do deliver on expectations, and sometimes they don’t,” said Hyken. “It’s not always a question of if they’re capable of it or not because they usually are.” The problem comes into play when an organization does not maintain the things they were doing that made them successful. When a process is working to expectations (or exceeding expectations), people can get comfortable. They stop doing the little things or small details that were part of what made that thing a success. To maintain consistency, you must maintain the processes that you put created in the first place. What’s additionally detrimental is that inconsistencies in performance will erode the buyer’s confidence in an organization, or in you. Without confidence, there is no loyalty, and you will likely lose customers to a competitor who can provide more consistency.

About our Host:

John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.

Pipeliner CRM  empowers companies to perform amazing sales and service. Get your free trial of Pipeliner CRM now.

About Author

Shep Hyken is a customer service and experience expert 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.

Author's Publications on Amazon

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business--in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations…
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Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master — and Shep Hyken knows the tricks to make it your…
Buy on Amazon
Moments of Magic is packed with customer service strategies, techniques and stories that illustrate important points that will teach you and everyone in your organization how to deliver excellent customer service to both internal and external customers. This book is a clearly written, easy-to-read, easy…
Buy on Amazon
Customer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel…
Buy on Amazon
When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition.
Buy on Amazon
Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. "The Cult of the Customer" is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.
Buy on Amazon
In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the…
Buy on Amazon
In this short book/lesson you will learn the difference between a satisfied customer and a loyal customer. Frank is a cab driver who knew that satisfied customers might give him a nice tip, but loyal customers would call him every time they needed a cab.…
Buy on Amazon
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