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Grow your business through employee training, improving company communication and morale and inspect what you expect through mystery shopping reviews.

Commandment No. 8 – Thou Shalt Take Responsibility

Next up on our review of Ten Commandments of Superior Customer Service by Shep Hyken at Forbes, is “Thou Shalt Take Responsibility”. As Hyken explains, “In customer service, taking responsibility means you own it.” As he further adds, “It may not be your fault, but now it’s your problem (to…
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Commandment No. 7 – Do What Is Necessary, Not What Is Comfortable

Commandment No. 7 from Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Do What Is Necessary, Not What Is Comfortable”. Succinctly, Hyken puts it, “If you are focused on your customer, you will do what’s right and necessary, not what’s easy.” So how does one know…
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Commandment No. 6 – Thou Shalt Anticipate

“Thou Shalt Anticipate” is commandment number six found in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service. Anticipation requires some measure of assumption, which is a risky proposition according to the old saying, “when you assume, you make an…”—well, you know the rest. But being prepared is…
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Commandment No. 5 – Thou Shalt Be Willing to Apologize Quickly

The next commandment laid out in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Be Willing to Apologize Quickly”. We all hate being wrong, especially when it means we’re not just incorrect but that we’ve actually aggrieved someone else. In the context of business, this…
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Commandment No. 4 – Thou Shalt Say Thank You and Please – A LOT

Let’s take a look at the next commandment described in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Say Thank You and Please – A LOT”. As Hyken explains, this commandment harkens back to the good manners “our parents should have taught us.” He further…
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Commandment No. 3 – Thou Shalt Greet, Speak and Be Real

With this week’s look at Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, we arrive at the third commandment, “Thou Shalt Greet, Speak and Be Real”. As Shep explains, you shouldn’t “miss an opportunity to interact with your customers.” He goes on to promote how important simple…
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Commandment No. 2 – Thou Shalt Go the Extra Mile

Continuing with Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, Hyken next spotlights Dr. Willie Jolley’s second commandment, “Thou Shalt Go the Extra Mile”. Hyken first posts “going the ‘extra mile’” often doesn’t require that much additional effort. As he further explains, going the extra mile might just…
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Commandment No. 1 – Thou Shalt Serve with a Smile

Shep Hyken, contributing for Forbes, has a great article titled The Ten Commandments of Superior Customer Service. Hyken cites Dr. Willie Jolley as the developer of these commandments, which he summarizes in this piece. Let’s do a deeper dive on the first one: “Thou Shalt Serve with a Smile”. As Hyken…
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Tips for Avoiding Scams

Lauren Pack of Journal-News has an important article describing the experiences of a 28-year-old woman from Hamilton, OH, who fell for a secret shopping scam. Schemes like the one described in the article are an unfortunate reality in our industry, and one you should be always on the lookout for. Here are…
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A Passion for Customer Service

Success.com has an article titled 25 Successful People’s Thoughts on the Power of Passion that’s worth a look. The author takes quotes about passion (from people like Albert Einstein, Harriet Tubman, Bob Dylan, Benjamin Franklin, and many more) and groups them under several adages, like how you can’t fake it, you must…
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Know Your Audience

Most people hate giving speeches, let’s be honest. With rare exception, most school students are filled with dread before they have to deliver book reports aloud or explain what they did over their summer vacations. This discomfort barely wanes in adulthood, too. So how do the great speakers of the world—the…
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Delegate, Delegate, Delegate

In keeping with the theme of time management from last week’s blog about multitasking, let’s take a look at the importance of delegation—specifically at the idea of freeing yourself up to do the tasks you’re uniquely qualified to do. As ReadyTrainingOnline.com explains in an article from last month, you have to determine…
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