Episode Details

Top Takeaways: 

-      People can steal your ideas or create the same products. What they can't take away is the level of service and relationships you've built with your customers.

-      Everybody has customer service. You can win by focusing on creating connections and building relationships with your customers at a higher level than others.

-      You can coach people on the technical aspects of the job. But, having empathy is something one just has or doesn't have.

-      Customer service starts with leadership. Leaders create the service vision and hire the right people to carry it out.

-      When hiring someone, let them interact with other people in your business. You can tell a lot about a person by how they talk to other people that are not from a high-level position within your organization.

-      Leaders need to participate in the onboarding process and set the tone of the business' culture. 

-      Service aptitude is a person's ability to exceed expectations. It comes from 1) Life experiences 2) Previous work experience 3) Current job experience. Teach your employees about your own culture of service.

-      Figure out what makes your business stand out. You can have the same product or service as your competition but if you can out-service them, you will always win.

Quotes: 

"No matter what business you are in, it is extremely competitive. The only way to stand out is by delivering an outstanding service."

About: 

Hank Ebeling is the founder of H4 Training and author of Crushing the Competition with Service: An Entrepreneur's Guide to Delivering Outstanding Customer Service & Customer Experience.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 

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