Small Change, Big Payoff with Laurie Guest
How Small Things Can Impact Customer Service in a Big Way
Shep Hyken interviews Laurie Guest. They discuss her recent book, The 10¢ Decision: How Small Change Pays Off Big, which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service.
The Interview with Laurie Guest:
Business leaders don’t always need to spend a lot of time or energy to improve their customer experience. Small, simple changes can go a long way toward positively impacting customers.
Consider your word choice when speaking with customers. For example, you should only say “sorry” in two scenarios: when you have made a mistake and when you want to authentically express empathy. Otherwise, find alternative language that will positively enhance the customer’s experience.
Your body language also says a lot. Be aware not only of how you present yourself but also
