The Rabbi and The Shrink

#13: Shep Hyken - Customer Service or No-Service?

May 27, 2021 Rabbi Yonason Goldson and Dr. Margarita Gurri, CSP Episode 13
The Rabbi and The Shrink
#13: Shep Hyken - Customer Service or No-Service?
Show Notes

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.

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