EP263: Shep Hyken - 6 Steps to Keep Customers Coming Back to Your Bookkeeping Business

Michael Palmer: I believe that all of these, the feedback and reviews, are really history lessons and we learn from them. Very important to get that information. I believe more important is to look at the behavior of our clients. Let's take a look at who our best clients are. What do they look like? How often do we engage? What are their billings? What are we doing for them? What's their behaviors, if you will? 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 a tremendous one. Our returning guest is the Chief Amazement Officer of Shepherd Presentations, a customer service expert, keynote speaker, and author of his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. Shep Hyken, welcome to the show. It is great to be here. Thank you for having me back. It's great to have you, and I absolutely love the title of your new book. Thank you. Yeah, it's— I just thought, what is it that we want our customers to say and do? You know, that we want them to say, I'll be back, and then we want them to actually come back. Well, absolutely. And I know our listener, many of them have them come back again and again and again. But I think that with you today, you're going to arm them with how they're going to come back again, again and again and again and again. So, Shep, tell us, you've been on the show quite a few times. I'd love for you to give us a bit of an update since you've last been on the show.

Shep Hyken (Shep wants this date): Sure. Well, first, I wrote the book. I don't know when the last time I was on here, actually, I'd probably was in the process of writing the book, but it is actually, you know, I'm excited about it. It's, it's— that's new. What else is new in our business? Well, I was kind of hoping that we would be seeing COVID in the rearview mirror. It's not going to go away anytime soon, but I think the world is adapting to it. And with that comes a lot of opportunity to create a better experience. For customers. I think it's forcing us to all up our game. So that gets me very excited that I think companies