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Answer the Question the Right Way
Shep Hyken | May 18, 2022
By Shep Hyken Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act. One of my favorite examples of this came from a Disney Institute class I attended several years ago. Our “teacher” told us that the No. 1 question guests asked the cast memb...
A Restaurant That Offers Car Washes on the Menu
Shep Hyken | February 3, 2022
By Shep Hyken I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell. It’s best illustrated with an example. I pulled into a restaurant parking lot where there were several valets waiting to park our car. The gentleman opening my door greeted me and then asked, “While you’re ...
