Amaze Every Customer Every Time

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Excerpts From



This is a preview of Amaze Every Customer Every Time and includes excerpts that in-

clude the first two chapters,five of the 52

Tools taught throughout the book and more.

To order to the book, go to:

www.AmazeEveryCustomer.com

Learn more about the author at:



Books by Shep Hyken

Moments o Magic:

Be a Star with Your Customers and Keep Tem Forever

Te Loyal Customer:

A Lesson rom a Cab Driver

Only the Best on Success ()

Only the Best on Customer Service ()

Only the Best on Leadership ()

Te Winning Spirit ()

Inspiring Others to Win ()Te Cult o the Customer: Create an Amazing Experience

Tat urns Satisfed Customers into Customer Evangelists

Te Amazement Revolution: Seven Customer Service Strategies

to Create an Amazing Customer (and Employee) Experience

Amaze Every Customer Every ime: 52 ools or Delivering

the Most Amazing Customer Service on the Planet

F v k, :

Shepard Presentations, LLC

(314) 692-2200

[email protected] www.hyken.com



52

AmAzeevery Customer

every time TOOLS for Delivering

the Most Amazing

Customer Service on the Planet

S H E P H Y K E N



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ContentsPArt one: AmAzement 101

Chapter One: Introduction to Amazement 3

Chapter twO: The Case for Ace 7

Chapter three: People with the Passion to Serve 19

Chapter FOur: Operationalizing Helpful 27

Chapter Five: The Seven Amazement Principles 35

PArt two: the 52 tools for Customer AmAzement

Chapter Six: LeaderShip 45

1. Act Like You Own the Place 47

2. Trust 50

3. Debrief on Both Misery and Magic 53

4. Befriend the Competition 56

5. Adapt or Die 60

6. Know the Value of Your Customers 63

7. Know What Drives Your Success 67

8. You Can’t Be Good at Everything 70

9. Play to Your Strengths 73

Chapter Seven: CuLture 77

10. To Be the Best Place to Buy, Be the Best Place to Work 79

11. Don’t Take the Easy Way Out 83

12. The Awesome Responsibility 87



A M A ZE E V E R Y C U S T O M E R E V E R Y T I M E

13. Defend the Culture 89

14. Shift Your Vocabulary 92

15. Adopt a CustomerFirst Mindset 95

16. Celebrate Uniqueness 98

17. Great Ideas Come from Everyone 101

18. Consistency 104

19. Tell the Story 107

20. Be a Committed Learner 111

21. Mentoring 114

22. Starting Over 116

Chapter eight: One-On-One 119

23. It’s Showtime! 121

24. Treat Customers the Way They Want to Be Treated 124

25. Focus on the Customer, Not the Money 127

26. Manage the First Impression 131

27. Engage! 134

28. Ask the Extra Question 137

29. One to Say Yes, Two to Say No 141

30. CrossSell and UpSell! 144

31. Last Impressions 147

32. Be Accountable 150

33. The Customer Is Not Always Right 153

34. Bounce Back 156

35. Master the Art of Recovery 159

36. Manage the Wait 162

37. Avoid Loyalty Killers 165





P A r t o n e

AmAzement 101“It is not the employer who pays the wages. Employers only handle

the money. It is the customer who pays the wages.”

— h e n r y o r d

a CuStOmer-Centered CuLture doesn’t happen by accident. It

happens because of the influence and the conscious choices of the

people in the organization. How do you make it purposeful? How do

you live the culture you want to be on a daily basis? The answer is: By

working on the culture before you work on anything else.



C h A P t e r o n e

introDuCtion

to AmAzement Amazing Every Customer Every ime will give you a competitive

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C h A P t e r t w o

the CAse for ACeRecognized or customer service and being the most helpul stores on

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Ace is a local communitydriven brand . . . and it is also

a global multibilliondollar brand.

Ace is a businesstoconsumer brand . . . and a

businesstobusiness brand.

So, what does that mean to you?

If you are a solo entrepreneur with just one or two

employees, it means you will nd in this book the right

recipe for building a customerfocused business.

If you are small or mediumsized business, it means

you will nd in these pages the right recipe for building

a customerfocused business.

And if you are part of a larger national or international brand, it

means you will also nd here the right recipe for your custom

erfocused enterprise.

You are Ace!

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43C h A P t e r f i v e : t h e s e v e n A m A z e m e n t P r i n C i P l e s

P A r t t w o

the 52 tools forCustomer AmAzement“People who lead—whether or not they have a title—strive to make

things better or those around them. Tey increase what I call ROI.

In this instance ROI doesn’t stand or ‘return on investment,’ but

rather R

elationships,O

utcomes and I

mprovements.” — m a r K s a n b o r n

when it COmeS tO customer service, it all starts with leadership. And

believe it or not, everyone can, and should, assume a leadership role

when it comes to building a culture of service. Leaders know how to

deal with customers oneonone and will take advantage of numerouscompetitive edges to differentiate their enterprise from the competi

tion. Finally, leaders understand that it ’s all about the relationship with

their customers and willingly give back to their community because

they value the loyalty the community has shown them.

These five elements—leadership, culture, oneonone interaction, a

desire to create and sustain a competitive edge, and a willingness to

contribute to the community—are the recipe for success. You will find

that recipe in the pages that follow.



C h A P t e r s i x

leADershiP“Leadership is not about titles, positions or fowcharts. It is about

one lie infuencing another.”

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ACT LIKE

YOU OWN THE PLACETake so much pride in what you do that your customers think you

are the owner.

After A recent presentAtionon customer service I gave in Colo-

rado, a young man named Clark, who worked at a pizza restaurant, came

up to me and shared something with me that made me feel very proud to

do what I do for a living. He looked me in the eye and said, “Shep, I want

to be so good that my customers ask me if I am the owner!”

Wow! I hope he mentioned that aspiration to his boss, the owner of

the pizza restaurant. If he did, I know that’s at least two people who feel

proud of their line of work—me and the owner of that pizza restaurant!If Clark follows through on that goal—and I have to believe he does,

every day—his boss will pick up on Clark’s positive attitude, on the

excellent service he delivers, on the way he treats fellow employees, and

a lot more.

Obviously, Clark respects and admires the owner. And obviously, the

owner of the restaurant has set a good example, one that Clark wants to

emulate. Tat’s incredibly important, because amazement starts at the top.

An owner must be a good role model, a good mentor, and a good leader,

and so must anyone else in a position of leadership. If you’re privileged to




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one-on-one“Customers perceive service in their own unique, idiosyncratic,

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