According to Shep Hyken, a WSJ and NYT bestselling author, most customers are fine with automation, voice mail, text options to reach customer support AS A FIRST STEP as long as there IS a way to talk to a real person who can help a customer without unnecessarily wasting their time.

Patty Penny, the founder of Penmac (a company that was at one time, the largest woman-owned business in the state of Missouri with over 30 locations) would give her cell phone number out to her customers. (And, I do too.)

All of her employees knew that any customer could pick up the phone and call Patty directly at any time and they worked extra-hard to provide exceptional service, so hopefully the only calls Patty got were ones expressing gratitude.

Customers didn’t abuse it, but they always knew it was an option and that Patty valued them, not because she told them so, but because she led by example and gave them instant access to her.

In my conversation with Shep, we discussed lots of ways to improve and enhance customer service and build customer loyalty.

🎙 Full conversation here:

👉 Podcast: https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-

📺 Full Video: https://www.youtube.com/watch?v=U3bFRLQqIZQ

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