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TV Sales Expert Insights Series / Leadership / Nov 8, 2017 / Posted by Shep Hyken / 1805 

When It Comes to Customer Service, Be Amazing


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.

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