Ep.9: Always Deliver Amazing with Shep Hyken

Shep Hyken is a New York Times Best Selling author and a customer service expert with over 36 years of experience. Shep first started with General Motors, then went to Honda, Lexus, Toyota, and more. His expertise in customer service can be utilized to help take your dealership to the next level.

 

Shep is a firm believer in the "Amazon" effect. Customers have gotten smarter with higher demands. 75 billion dollars are wasted because of the lack of good customer service. Studies show that customers would give up other satisfying activities to receive good customer service. 

 

Shep recommends becoming the "server" of your dealership. It is your territory and you need to make your tips (commission). Shep offers tips in building those personal relationships and continuing to see the customers issues through. 

 

You are the average of who you hang out with, so it is vital to always ask for feedback. Learn to swim with the sharks without being eaten alive!