#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. https://hyken.com/ https://twitter.com/Hyken https://www.pinterest.com/ShepHyken/ https://www.linkedin.com/in/shephyken/ https://www.facebook.com/ShepHykenSpeaker 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