Shep Hyken

National Customer Service Week is coming up soon. Every year it is the first full week in October.

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning.

As we close out the year, I thought I'd break from the traditional customer service and experience topics and get a little personal—maybe even a little motivational.

I'm going to switch up my typical customer service and experience content to share a little motivation.

I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort.

What is a professional? Is it the opposite of an amateur?

What does it cost to be nice? Some would say, "Nothing." When it comes to people interacting with people, that's probably true.

It's never fun to share bad news with a customer. Many people are scared to be the bearer of bad news.

Stop comparing yourself to the competition.

What do you call your customers? Do you call them "customers?" Maybe you call them clients, members, guests, patients, residents... the list can go on and on.

Much of my life is spent traveling. Lately, I've been home more than usual, along with most other people in the era of COVID-19.

It's been almost a year since my last business trip. I'm excited as I'm writing this article because I'm about ready to take the first trip since the COVID-19 lockdown.

Get ready to do a little math. While not my typical lesson, this is very important. It's about customer retention—which can lead to customer loyalty.

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder, and CEO of Relay Network, has to say.

Sometimes you find life lessons in unexpected places.

One of our faithful Shepard Letter subscribers emailed me a story.

"We love our customers, and they obviously love us. They keep coming back, again and again!"

Who doesn't want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back?

Not to be a "downer," but we shouldn't confuse a repeat customer with a loyal customer. They are not the same.

"Smile and the world smiles with you." That is part of a longer quote attributed to Stanley Gordon West.

What's your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you?

In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn't, they expect the company to stand behind its products and services.