Keynote Presentation - SD Ready to Partner

Notes from
Shep Hyken's Presentation
About Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement
Officer of Shepard Presentations. As a professional
speaker and author, Shep works with companies and
individuals who want to build loyal relationships
with their customers and employees. He is the New
York Times and Wall Street Journal bestselling
business author of Amaze Every Customer Every
Time, The Amazement Revolution, The Cult of
the Cus tomer, The Loyal Customer and Moments
of Magic. He is also the creator of The
Customer Focus™ program, which helps clients
develop a customer service culture and loyalty
mindset.
In 1983 Shep founded Shepard Presentations
andsince then has worked with hundreds of clients
rangingfrom Fortune 100 size organizations to
companies withless than 50 employees. Some of his
clients includeAmerican Airlines, AAA,
Anheuser-Busch, AT&T, AETNA,Abbott Laboratories,
American Express - and that’s justa few of the A’s!
(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association's Speaker
Hall of Fame award for lifetime achievement in the area
of platform/speaking excellence. CSP is the international designation for Certified Speaking Professional,
and is a designation awarded by the National Speakers
Association to individuals for certain achievements
and education in the speaking profession.)
For more information contact:
Andrea Gold
Gold Stars Speakers Bureau
(520) 742-4384
[email protected]
http://www.goldstars.com
Notes from Shep’s Hyken’s Presentation
The 2016 Governor’s
Economic Development Conference
April 13, 2016
It was a pleasure to be the opening speaker at your Economic Development Conference. Thank
you for the opportunity to spend an amazing morning with you.
As promised, here is an outline and notes from the presentation. The format of the speech set up
the Moments of Magic® concept and included ten tactics and strategies to help create and deliver
customer amazement. The idea of using a list makes it easy to remember and reflect back on the
information.
Keep in mind these are just brief notes, meant to be reminders of the content covered. If you go
to my article and blog website (www.CustomerServiceArticles.com) you will find over 400
articles that pertain to the concepts and strategies from the speech and other concepts related to
customer service and loyalty. You are welcome to copy and distribute them to your colleagues.
Also, you may want to subscribe (at no charge) to The Shepard Letter. Just about every week I
send out an article, similar to the articles found on the site mentioned above, that focuses on
customer service, experience and related topics. Again, you are welcome to copy and distribute
these articles to your fellow employees and colleagues.
Thank you again for the opportunity to speak at your meeting!
Always be amazing!
Shep Hyken
[email protected]
www.hyken.com
314.692.2200
P.S. If you own an iPhone or Android phone, you may want to consider a free app that I’ve made
available to clients and friends (at no charge). The Shep Hyken App has articles, videos and more.
Just go to the app store and search for them by my name: Shep Hyken.
Moments of Magic®
Concepts:
Who are our customers?
We started with the explanation that our customers are those companies that choose to do
business in our communities, regions and state. In addition, we have “internal
customers,” the people we work with. At any given time they may be dependent on us to
do their job. Throughout these notes, I’ll be using the word customer as a “catch all”
phrase that includes all of our customers.
There is a big difference between a satisfied customer and a loyal customer.
The goal is to be better than okay, better than average and better than just satisfactory.
The best (amazing) companies are really just a little better than average. However, they
are consistently better than average. That’s what makes the difference; the consistency.
Customers can predict their experience. The company is always better than average.
That’s what makes the company amazing.
Moments of Truth, Moments of Misery™ and Moments of Magic®
Jan Carlson says, “The Moment of Truth is anytime a customer
comes into contact with any aspect of a business, however
remote, and has an opportunity to form an impression.” They can
be bad (Moments of Misery™). They can be average (Moments
of Mediocrity™). They can be good (Moments of Magic®). Our
goal is to create Moments of Magic® which are Moments of
Truth that are better than average. Sometimes they will be just a
little better. Sometimes they will be amazing.
Scan this QR Code to view Shep’s
taxi-cab story – an excellent example
of amazing customer service.
(www.hyken.com/speaking-presentations)
Strategies and Concepts to Create Moments of Magic®
1. Manage the first impression – It doesn’t matter if it is the first time or the
500th time you meet or see someone; this is about managing the first
impression of whatever interaction is to follow.
2. Knowledge or Expertise – Be an expert. Be the source of information. Our
customers expect us to have the stats and facts about where they are
considering doing business. That includes everything from geography,
demographics, taxes, etc. Knowledge gives you credibility and creates
confidence.
3. Build rapport – People want to be treated like people. Build a relationship
with a little rapport. Ask them about the weather, sports or what’s going on in
the world. Talk to them about themselves, their kids, etc. This isn’t about
having a long conversation. This is just about breaking the ice, getting to
know them and starting to have a good professional relationship. Note: I
mentioned Harvey Mackay’s Mackay 66 questionnaire. Just Google it and you
can download a free copy.
4. Enthusiasm – It is contagious. This is about having a passion for what you
do. It comes from the heart. And remember, if enthusiasm is contagious, if
what you have is not enthusiasm that is also contagious.
5. Communication – Ask the extra question(s). Sometimes people will say one
thing and mean something else. The communication lesson of the day was to
ask questions, just to make sure you understand. Example: Customer says, “I
need this back quickly.” You respond with a question, “How quickly do you
need it?” which helps you understand the customer’s expectation. (How
quickly is quickly?)
6. No mistakes – Which is a goal, not a reality. Especially no mistakes due to a
breakdown in communication, which is the worst Moment of Misery™ you
can have. If you do have a problem or mistake, the goal is to not just fix it,
but make it better than right. The goal is to restore customer confidence. So,
five things must take place if you hope to restore confidence. 1)
Acknowledge the problem. 2) Apologize for the problem. 3) Fix the problem.
4) Do it with a great attitude. 5) Respond with a sense of urgency.
7. Continuous contact – Stay in touch. Show you care long after the “sale” is
made – which is when the company decides to relocate to South Dakota or
expand their current business. Don’t forget what my friend Dr. Larry Baker
said: The most abused customer is a sold customer. Always let them know (on
an ongoing basis) that you care.
8. Under promise and over deliver – This is one of my favorite strategies. Set
an expectation that you know you can exceed, but one that the customer is in
total agreement with, and then exceed it.
9. Consistency – Everybody needs to put forth the same commitment to
greatness, all of the time. Not some of the time. Think in terms of an actor
always treating every night like an opening night performance. Try to do your
best all of the time and you can’t help but create a feeling of confidence.
10. Show appreciation – It can be with a thank you note, a holiday card or a
phone call. People want and expect to be appreciated.
An underlying theme to what we talked about today was creating confidence. Moments
of Magic® is about being great and showing how good we are. Customers like to do
business with people they know, they like and they trust. That’s all about confidence.
There you have it; a very short summary of your presentation. Call or email if you have
any questions or feedback. If you have a moment to share a comment or tell a story
about how any of the ideas from the speech can positively impact your customer service,
I would greatly appreciate it. You can email me at [email protected].
THANK YOU!
Like on Facebook: www.facebook.com/shephykenspeaker
Follow on Twitter: @hyken (I tweet business tips and articles almost every day.)
Watch on YouTube: www.YouTube.com/shephyken
Connect on LinkedIn: http://www.linkedin.com/in/shephyken (Feel free to leave a
recommendation.)
Subscribe to The Shepard Letter – Just go to my website (www.hyken.com) and sign up
at no charge. You will get at least one customer service or business article each week or
so to share with your team.
Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. He is
a New York Times and Wall Street Journal bestselling business author and a hall-of-fame
speaker. Shep works with companies who want to build loyal relationships with their
customers and employees. For more information about Shep’s programs and knowledge
products, visit www.hyken.com. Shep can be contacted by phone at 314.692.2200 or
email: [email protected].
Online Customer Service Training: Learn about Shep’s web-based interactive customer
service training, recognized as one of the best online platforms for learning. Go to
www.ShepardVirtualTraining.com.
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