Get Productive: Amaze Every Customer Every Time

AH-Mazing! It’s one of my favorite words. It is a word I use daily. It’s in my book titles, and I love it so much I had it tattooed on my wrist… yep that’s right, a daily reminder to BE AH-Mazing! 

But what does it really mean to be amazing with our customers, clients and our teams?

Shep Hyken does a great job of answering this question in his latest book Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet. It’s a crazy long title: however it is full of practical advice that any business can apply regardless of their size and budget.

Did you know poor customer service costs US companies about $83 billion a year in lost sales (Parature study, 2012).

Shep is a customer service expert (a fabulous friend, someone I admire… and I promise this blog might be a little bias), he demonstrates what he talks about in his books. We have recommended Shep to our clients as he provides content rich, high-energy presentations when he is in front of an audience.

To write a review on this book won’t do it justice as there were so many takeaways, parts I underlined, and my book has dog-eared corners on many pages.

Using ACE Hardware as a case study through the book, he shows how truly amazing experiences require leadership, empowering your people and taking action.

I enjoyed the format of the book because at the end of each chapter, there is an executive summary called ‘Your Amazement Toolbox’ (so productive), and often Shep poses a key question to encourage you to reflect on the customer service you are providing to the people you serve.

When we wrote our book Folding Time™: How to Achieve Twice As Much in Half the Time we shared in our Folding Time™ model how accountability and engagement are two key focus strategies to get more done! Shep highlights these areas and how important they are for every amazing customer experience.

Do yourself a favor, pick up a copy of this book and share it with your team. Choose three areas you and your team can focus on and start there. Voila… instant amazement to your customers.

How do you amaze your customers every time in your organization? Share your ideas with us here on our blog.

Folding Time Tip:  If you want to make an impact on one of your customers today, schedule 15 minutes to call your top two customers and thank them for their business. That’s all, just thank them, you will be so glad you did.

PS. If you want more ideas on how to increase your productivity – check out other blogs here and several eBooks you can share with your team.