EP403: Shep Hyken - Setting The Tone: Your Guide To Business Brilliance

Ad Read: And our clients, like I said earlier, they're consumers at some level, and they're comparing the experience they have with you just as the experience they might have with that big machine company. They're going to compare it to the great experiences they have with their favorite businesses or the ones that take care of them the most. Best service experience they've ever had. That's their benchmark. You're listening to The Successful Bookkeeper with your host, Michael Palmer. Listen each week as inspiring guests share their secrets of success to help you increase your confidence, work smarter, and build a business you love. This episode of The Successful Bookkeeper is brought to you by purebookkeeping.com, the proven system to grow your bookkeeping business. Welcome back to The Successful Bookkeeper Podcast. I am your host, Michael Palmer, and today's show is going to be an absolute fun one. It marks the return of one of our very favorite guests. He's a customer service expert and overall awesome person. Shep Hyken, welcome back to the podcast. Well, it is great to be here, Michael. Thank you for having me back. Well, it's great to have you. And Shep, you've been on a couple of times on the podcast. You've done a few things for us over the years. It's always a great learning opportunity. And so before, for those people that maybe haven't listened to one of those episodes, let's catch them up a little bit on who you are. Give us just a little bit of your career journey leading up to this point, and then let's jump into some stuff that is right up your alley of customer service.

Shep Hyken (Feb 13): Sure. And I am a customer service and experience expert. If you're sitting next to me on an airplane and you say, Shep, what do you do for a living? Or they don't know my name, but they will. What's your name? Shep. Nice to meet you, Shep. What do you do for a living? I ask them a question. Have you ever walked away from a business and thought, wow, those people are amazing. They treated me so well. I love doing business with them. Well, that's what I help my clients achieve, whether they're small businesses like our businesses typically are, uh, the people that are listening to our show today, or whether they're Fortune 50 companies that are looking to improve, uh, a culture or create an experience, uh, bump it up a level, you know, whatever. So I have some of the greatest clients. I always say I've got clients the Fortune 50 and clients with less than