Latest / Something Extra / Leveraging Personalization to Drive True Loyalty w/ Shep Hyken

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Leveraging Personalization to Drive True Loyalty w/ Shep Hyken · Something Extra

• 0:02
  Lisa Nichols: Chromosomes.
• 0:03
  Lisa Nichols: Little strands of nucleic acids and proteins are the fundamental genetic instructions
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  Lisa Nichols: that tell us who we are at birth.
• 0:10
  Lisa Nichols: Most people are born with forty six chromosomes, but each year in the United
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  Lisa Nichols: States, about six thousand people are born with an extra chromosome, making them a
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  Lisa Nichols: person with Down syndrome.
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  Lisa Nichols: If you've ever encountered someone with Down syndrome, you know that they are some
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  Lisa Nichols: of the kindest, most joyful people you will ever meet.
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  Lisa Nichols: They truly have something extra.
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  Lisa Nichols: My name is Lisa Nichols, and for thirty years, I have been both the
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  Lisa Nichols: CEO of Technology Partners and the mother to Ally.
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  Lisa Nichols: Ally has something extra in every sense of the word.
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  Lisa Nichols: I have been blessed to be by her side as she impacts everyone she
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  Lisa Nichols: meets.
• 0:46
  Lisa Nichols: Through these two important roles as CEO and mother to Ally, I have
• 0:50
  Lisa Nichols: witnessed countless life lessons that have fundamentally changed the way I look at the
• 0:54
  Lisa Nichols: world.
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  Lisa Nichols: While you may not have an extra chromosome, every leader has something extra that
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  Lisa Nichols: defines who you are.
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  Lisa Nichols: Join me as I explore the something extra in leaders from all walks of
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  Lisa Nichols: Before we get started, I'm excited to share that my book Something Extra is
• 1:23
  Lisa Nichols: now available.
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  Lisa Nichols: It is rooted in the remarkable spirit of our daughter, Ally, and the heartfelt
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  Lisa Nichols: conversations we've had on the podcast.
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  Lisa Nichols: You'll find wisdom and practical tools to ignite the leader within you and
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  Lisa Nichols: uncover your own something extra.
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  Lisa Nichols: Visit something extra book dot com or find it at Amazon or in all
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• 1:44
  Lisa Nichols: I'm grateful to have Shep Hyken on the show today.
• 1:46
  Lisa Nichols: Shep is the chief amazement officer at Shepherd Presentations.
• 1:50
  Lisa Nichols: Well, Shep Hyken, I am so delighted today to have
• 1:54
  Lisa Nichols: you on the something extra podcast.
• 1:57
  Lisa Nichols: Thank you so much for making the time.
• 1:59
  Lisa Nichols: I know how busy you are.
• 2:01
  Shep Hyken: Well, thank you.
• 2:01
  Shep Hyken: It's a pleasure and honor to be here, and great to see you again
• 2:04
  Shep Hyken: after all these years.
• 2:06
  Lisa Nichols: I I think we figured it out.
• 2:07
  Lisa Nichols: It's probably been about twenty years.
• 2:09
  Lisa Nichols: So you and I first met, but we haven't aged,Shep .
• 2:13
  Lisa Nichols: That's the remarkable t thing.
• 2:14
  Shep Hyken: And guys like me without hair, you can't tell.
• 2:18
  Shep Hyken: It's is it gray?
• 2:18
  Shep Hyken: Is it not gray?
• 2:20
  Shep Hyken: Who knows?
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  Shep Hyken: And then one day in the future, I will start to look old.
• 2:24
  Lisa Nichols: Yeah.
• 2:25
  Lisa Nichols: Well, you look great, but we did.
• 2:27
  Lisa Nichols: We met about twenty years ago, and, you were
• 2:31
  Lisa Nichols: speaking at a YPO event.
• 2:33
  Shep Hyken: Yep.
• 2:33
  Lisa Nichols: And that's why when you and I met.
• 2:35
  Lisa Nichols: And I've just kinda followed you and, thought, gosh, I wanna have Shep on
• 2:39
  Lisa Nichols: because you talk about stuff that's really near and dear to my heart in
• 2:42
  Lisa Nichols: customer service.
• 2:43
  Lisa Nichols: But, I'm just grateful to have you on the show today.
• 2:46
  Lisa Nichols: But, you know, let's kinda go back a little bit.
• 2:49
  Lisa Nichols: You're a Saint Louis guy, grew up in Saint Louis.
• 2:51
  Lisa Nichols: Right?
• 2:51
  Lisa Nichols: Yeah.
• 2:53
  Lisa Nichols: But I want to go back and just talk about your first paid
• 2:57
  Lisa Nichols: magic show.
• 2:58
  Lisa Nichols: That that's like my first
• 3:00
  Shep Hyken: paid gig in front of a live audience.
• 3:02
  Shep Hyken: I was twelve years old, and it was a birthday party magic show, and
• 3:06
  Shep Hyken: it's the toughest audience I've ever had.
• 3:08
  Shep Hyken: There were about twenty some odd screaming six year old kids.
• 3:12
  Shep Hyken: And, boy, that's a tough audience.
• 3:15
  Shep Hyken: There have been discerning audiences, but that was a tough audience.
• 3:18
  Lisa Nichols: That was a tough one.
• 3:19
  Shep Hyken: Yeah.
• 3:19
  Shep Hyken: And I worked in comedy clubs as well, in high school and college.
• 3:23
  Shep Hyken: And even dealing with hecklers, nothing compared to those little kids.
• 3:27
  Lisa Nichols: Those little kids.
• 3:28
  Lisa Nichols: Well, what did that teach you about the customer experience?
• 3:33
  Shep Hyken: Well that's, you know what?
• 3:34
  Shep Hyken: It's funny.
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  Shep Hyken: Most people wouldn't even think.
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  Shep Hyken: What can a twelve year old kid learn in a birthday party magic show
• 3:39
  Shep Hyken: business?
• 3:40
  Shep Hyken: And I came home.
• 3:41
  Shep Hyken: And by the way, of course, on the way out, my mom picks me
• 3:44
  Shep Hyken: up at school, drops me off on the way out.
• 3:47
  Shep Hyken: I say thank you.
• 3:48
  Shep Hyken: They give me money.
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  Shep Hyken: Sixteen dollars is what I earned that day.
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  Shep Hyken: That was a long, long time ago.
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  Shep Hyken: And, I I said thanks, and I thought that was it.
• 3:56
  Shep Hyken: My mom said, what are you gonna do after dinner?
• 3:59
  Shep Hyken: And I thought, homework, it's school night, but she said not till you write
• 4:02
  Shep Hyken: a thank you note.
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  Shep Hyken: So that was a great lesson.
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  Shep Hyken: You know, show appreciation, a little more than just the genuine thank you on
• 4:08
  Shep Hyken: the way out the door.
• 4:09
  Shep Hyken: And then my dad takes the step further and says, you know, that's a
• 4:13
  Shep Hyken: great idea, but why don't you take it to the next level?
• 4:15
  Shep Hyken: He was always trying to one up my mom, which is probably why they
• 4:18
  Shep Hyken: got divorced later that year, but that's another story.
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  Shep Hyken: So the, he said, about a week after I send this thank you
• 4:25
  Shep Hyken: note, call up the parents who hired you and thank them again and
• 4:29
  Shep Hyken: ask them, how did you like the show?
• 4:32
  Shep Hyken: And you're gonna get feedback and get specific.
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  Shep Hyken: You said ask what tricks they really like.
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  Shep Hyken: And it's important to recognize over a period of time, you'll hear the same
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  Shep Hyken: tricks.
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  Shep Hyken: You'll notice they there's certain tricks people don't talk about.
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  Shep Hyken: He said, get rid of those tricks, replace them with tricks they do talk
• 4:47
  Shep Hyken: about, and then you'll get a better show.
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  Shep Hyken: Now little did I know, my parents were teaching me show appreciation,
• 4:54
  Shep Hyken: teaching me get feedback, and teaching me to operationalize
• 4:58
  Shep Hyken: the feedback to make a better product.
• 5:00
  Shep Hyken: In this case, it was a show.
• 5:01
  Shep Hyken: You know, when I talk to my clients today, I ask them, do you
• 5:04
  Shep Hyken: do that?
• 5:04
  Shep Hyken: And they go, oh, yeah.
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  Shep Hyken: That's really important.
• 5:06
  Shep Hyken: Wow.
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  Shep Hyken: Lessons that I learned when I was twelve.
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  Shep Hyken: And this may be why I just, throughout my whole life, have been so
• 5:12
  Shep Hyken: passionate about taking care of customers, guests, clients,
• 5:17
  Shep Hyken: whatever you wanna call them.
• 5:18
  Lisa Nichols: Oh, that's so good.
• 5:20
  Lisa Nichols: Well and I do believe in that too.
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  Lisa Nichols: And I will even if we win a deal or if we lose
• 5:26
  Lisa Nichols: a deal, Shep, I will ask for the feedback.
• 5:28
  Shep Hyken: Yeah.
• 5:29
  Lisa Nichols: Why did you choose us?
• 5:30
  Lisa Nichols: It it's so such a gift.
• 5:32
  Lisa Nichols: Right?
• 5:32
  Shep Hyken: Well, why didn't you choose us?
• 5:34
  Shep Hyken: And now like we said, you ask when you don't get the deal.
• 5:37
  Lisa Nichols: Either one.
• 5:37
  Lisa Nichols: Yep.
• 5:38
  Lisa Nichols: Either one.
• 5:38
  Lisa Nichols: Right?
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  Lisa Nichols: And what could we have done better?
• 5:40
  Lisa Nichols: How could we have made the experience more amazing?
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  Lisa Nichols: Because I know that's, like, one of the things that you talk about is
• 5:46
  Lisa Nichols: making the experience amazing.
• 5:49
  Lisa Nichols: You know, it was funny to me too because I can't remember.
• 5:52
  Lisa Nichols: I've I've got I've got a few of your books here.
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  Lisa Nichols: Shep has written eight books.
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  Lisa Nichols: He's coauthored five books.
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  Lisa Nichols: Go out and find his books.
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  Lisa Nichols: He's a New York Times best selling author.
• 6:02
  Lisa Nichols: Wall Street Journal, best selling author.
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  Lisa Nichols: Great, great books.
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  Lisa Nichols: I can't remember which one, but I remember,
• 6:09
  Lisa Nichols: one of your parents saying, well, what time are you gonna get there?
• 6:13
  Lisa Nichols: Yeah.
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  Shep Hyken: That's in that book, Be Amazing or Go Home.
• 6:16
  Lisa Nichols: Be Amazing or Go Home.
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  Lisa Nichols: And I thought this was so good.
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  Lisa Nichols: They're like, oh, no.
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  Lisa Nichols: You don't show up right when you're supposed to be there.
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  Lisa Nichols: You get there early.
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  Lisa Nichols: Because the parents are already a little nervous about this.
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  Lisa Nichols: And if they're sitting there thinking, oh my goodness, our act, you know,
• 6:34
  Lisa Nichols: the the
• 6:34
  Shep Hyken: Is the magician gonna be here on time?
• 6:37
  Lisa Nichols: The person, yeah, are they gonna show up and take that angst off the
• 6:40
  Lisa Nichols: table?
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  Lisa Nichols: And I thought that was so good.
• 6:42
  Lisa Nichols: So they taught you to get there early.
• 6:44
  Lisa Nichols: Right?
• 6:45
  Shep Hyken: So And my dad so I was booking, like, eight to ten magic shows
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  Shep Hyken: a week, and it was so busy that my mom and dad had to
• 6:52
  Shep Hyken: hire me.
• 6:52
  Shep Hyken: And, actually, it was my mom because by that time, like I said, they
• 6:56
  Shep Hyken: were divorced.
• 6:57
  Shep Hyken: But my mom had to hire a high school kid to drive me around.
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  Shep Hyken: We gave him five dollars for every show I did, which was back then,
• 7:03
  Shep Hyken: gas money was was nothing compared to what it is today, and they were
• 7:07
  Shep Hyken: happy to do it.
• 7:08
  Shep Hyken: And, I would just book them one right after the other, and I had
• 7:11
  Shep Hyken: my box of tricks.
• 7:13
  Shep Hyken: So if I opened up the box, the tricks were in exactly where they
• 7:16
  Shep Hyken: needed to be in the right order.
• 7:18
  Shep Hyken: And as I finished each trick, I put them right back getting ready for
• 7:21
  Shep Hyken: the next show.
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  Shep Hyken: So I would show up maybe, you know, three, four, five minutes before it
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  Shep Hyken: was time for me to perform.
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  Shep Hyken: And my dad said, at what point do these parents start to worry about
• 7:31
  Shep Hyken: whether you're gonna show up or not?
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  Shep Hyken: And I go, oh, wow.
• 7:34
  Shep Hyken: Maybe fifteen, twenty minutes before he goes, exactly.
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  Shep Hyken: So you need to be there at least fifteen or twenty minutes before you're
• 7:41
  Shep Hyken: supposed to be there.
• 7:42
  Shep Hyken: And that was a great lesson.
• 7:44
  Shep Hyken: You know, there's that, old saying or it's called Lombardi time.
• 7:48
  Shep Hyken: Vince Lombardi talked to his football team and said that if you're
• 7:52
  Shep Hyken: on time, you're fifteen minutes late.
• 7:55
  Lisa Nichols: Mhmm.
• 7:55
  Shep Hyken: So on and they actually have a clock in, Green
• 7:59
  Shep Hyken: Bay, at the stadium that's off by fifteen minutes.
• 8:03
  Shep Hyken: So when you know?
• 8:04
  Shep Hyken: And you're looking, why isn't the game started yet?
• 8:07
  Shep Hyken: Well, that clock's running fifteen minutes ahead of schedule.
• 8:10
  Lisa Nichols: Ahead of schedule.
• 8:11
  Lisa Nichols: Well, my dad said that all the time, chef, but he was a marine,
• 8:15
  Lisa Nichols: you know, and I always thought it came from his training in
• 8:19
  Lisa Nichols: military.
• 8:20
  Lisa Nichols: But he would say the same thing.
• 8:22
  Lisa Nichols: If you're, you know, fifteen minutes earlier, you're already late kinda thing.
• 8:26
  Lisa Nichols: So, but I have to say, I mean, as a child, I was
• 8:30
  Lisa Nichols: never late because I lived under his roof.
• 8:33
  Lisa Nichols: Sometimes now I'm late, but I try not to be.
• 8:35
  Shep Hyken: It drives my wife crazy.
• 8:37
  Shep Hyken: Why do we have to be why do we have to be there early?
• 8:40
  Shep Hyken: Because we're not going to be late.
• 8:42
  Shep Hyken: That's why.
• 8:43
  Shep Hyken: Now it's okay at a party to be fashionably late.
• 8:47
  Lisa Nichols: Okay.
• 8:47
  Lisa Nichols: But Right.
• 8:48
  Lisa Nichols: Yeah.
• 8:48
  Lisa Nichols: Right.
• 8:48
  Lisa Nichols: Yep.
• 8:49
  Lisa Nichols: But not when you're the main act.
• 8:50
  Shep Hyken: Yeah.
• 8:50
  Lisa Nichols: Not when you're the main act for sure.
• 8:52
  Lisa Nichols: Well, let me ask you this because and we're gonna talk a lot about
• 8:55
  Lisa Nichols: this, but you are all about customer service today.
• 8:59
  Lisa Nichols: When did you first realize that customer service and not magic
• 9:03
  Lisa Nichols: was gonna be your lifelong calling?
• 9:05
  Shep Hyken: Well, great question.
• 9:07
  Shep Hyken: While in college, I did not know what I was gonna do for a
• 9:10
  Shep Hyken: living outside you know, and I graduated thinking, what am I gonna do?
• 9:13
  Shep Hyken: What am I gonna do?
• 9:14
  Shep Hyken: Went to work for my family business.
• 9:17
  Shep Hyken: That was, like, we graduated at the end of May in college.
• 9:21
  Shep Hyken: And so June one, whatever the first Monday of that week was, I
• 9:25
  Shep Hyken: start working for the company.
• 9:28
  Shep Hyken: In September, they announced they are selling the company.
• 9:32
  Shep Hyken: And so I'm going, what does that mean to me?
• 9:35
  Shep Hyken: You better go find a job.
• 9:36
  Shep Hyken: So but one of the things I learned so they own gas stations, and
• 9:40
  Shep Hyken: I worked in those gas stations from the time I was fourteen, helping people
• 9:44
  Shep Hyken: pump gas, collecting money on the drive.
• 9:47
  Shep Hyken: And one day, it was super duper cold in the St.
• 9:49
  Shep Hyken: Louis day.
• 9:50
  Shep Hyken: I'll never forget this.
• 9:51
  Shep Hyken: It was, like, one of the coldest days on record, and we did have
• 9:55
  Shep Hyken: to go outside to collect money.
• 9:57
  Shep Hyken: This was before the electronic digital
• 10:00
  Lisa Nichols: Yeah.
• 10:00
  Lisa Nichols: Yeah.
• 10:00
  Shep Hyken: You know, bath pumps.
• 10:02
  Shep Hyken: So, there was a lady, and she had to be eighty years old.
• 10:06
  Shep Hyken: And she went to get out of her car.
• 10:07
  Shep Hyken: I said, ma'am, let me take care of that for you.
• 10:10
  Shep Hyken: And I pumped the gas.
• 10:11
  Shep Hyken: And I came in.
• 10:12
  Shep Hyken: My manager said, what did you just do?
• 10:14
  Shep Hyken: And I thought about it.
• 10:15
  Shep Hyken: What did I do?
• 10:15
  Shep Hyken: Did I do something wrong?
• 10:17
  Shep Hyken: He goes, you pumped that lady's gas for her.
• 10:19
  Shep Hyken: And I go, well, yeah.
• 10:21
  Shep Hyken: She's like an older woman.
• 10:22
  Shep Hyken: I see her in here all the time, and I just thought it'd be
• 10:24
  Shep Hyken: a nice thing to do.
• 10:25
  Shep Hyken: He goes, now she's gonna expect it the next time.
• 10:28
  Shep Hyken: And I remember my response.
• 10:29
  Shep Hyken: It was a little flippant.
• 10:31
  Shep Hyken: I said, yeah.
• 10:33
  Shep Hyken: Maybe she will.
• 10:34
  Shep Hyken: But that means she's coming here and not to the gas station across the
• 10:37
  Shep Hyken: street or the one catty corner to us.
• 10:40
  Shep Hyken: And he got upset with me, walked out, slammed the door.
• 10:43
  Shep Hyken: And I thought, uh-oh.
• 10:44
  Shep Hyken: I'm done.
• 10:45
  Shep Hyken: By the way, you know, I'm you know, this is I'm just a kid.
• 10:48
  Shep Hyken: You know, I'm still in college, I guess, because I was working with them,
• 10:52
  Shep Hyken: that winter.
• 10:53
  Shep Hyken: And, anyway, I thought that's the way I live.
• 10:56
  Shep Hyken: That's the way I am.
• 10:57
  Shep Hyken: We wanna take care of the customer in the best way we know to
• 11:00
  Shep Hyken: get them to say.
• 11:02
  Shep Hyken: And the words of the famous philosopher Arnold Schwarzenegger, we want them
• 11:06
  Shep Hyken: to say, I'll be back.
• 11:10
  Shep Hyken: Exactly.
• 11:10
  Shep Hyken: Do it in the Austrian accent, but, you know, I wrote a book.
• 11:13
  Shep Hyken: That was actually one of the last books I wrote titled I'll be back,
• 11:16
  Shep Hyken: how to get customers to come back in again and again, which and when
• 11:19
  Shep Hyken: I started it, I wasn't even thinking about Arnold Schwarzenegger and the Terminator, but
• 11:23
  Shep Hyken: about three sentence in into the, outline, I go, oh my gosh.
• 11:26
  Shep Hyken: There's a guy that made this line famous.
• 11:28
  Shep Hyken: It has nothing to do with customer service, but let's play off it and
• 11:31
  Shep Hyken: riff off it a little bit.
• 11:33
  Shep Hyken: But here's the point.
• 11:34
  Shep Hyken: What are we doing?
• 11:35
  Shep Hyken: And if there's a lesson, there's lots of lessons we can share today, but
• 11:39
  Shep Hyken: one of the things I'd love to talk about is what is the I'll
• 11:41
  Shep Hyken: be back philosophy?
• 11:42
  Shep Hyken: And there's lots of things that you can do in the process, in the
• 11:46
  Shep Hyken: entire experience.
• 11:48
  Shep Hyken: But individually, one on one, we want everybody who's working for a brand that's
• 11:52
  Shep Hyken: customer focused to be thinking as they're interacting with the customer.
• 11:55
  Shep Hyken: What am I doing right now at this moment?
• 11:58
  Shep Hyken: Not to create a lifetime of loyalty, but to get them to come back
• 12:02
  Shep Hyken: the next time.
• 12:03
  Shep Hyken: That's all.
• 12:04
  Shep Hyken: Just the next time.
• 12:05
  Shep Hyken: And if you do that every time, it does turn into a lifetime.
• 12:08
  Lisa Nichols: Oh, I could not agree more.
• 12:10
  Lisa Nichols: And you want repeat customers.
• 12:12
  Lisa Nichols: It's so much easier, Risa.
• 12:14
  Lisa Nichols: Really, truly, taking that extra time to to have an amazing
• 12:18
  Lisa Nichols: experience, an amazing moment with that customer.
• 12:21
  Lisa Nichols: It's so much easier to do that than go out and get a brand
• 12:23
  Lisa Nichols: new customer too.
• 12:25
  Shep Hyken: Right.
• 12:25
  Shep Hyken: Now we need to define for your audience, we need to define the concept
• 12:29
  Shep Hyken: of what an amazing experience is.
• 12:31
  Shep Hyken: I don't know if that's on your list of questions.
• 12:33
  Lisa Nichols: Let's talk about that.
• 12:34
  Lisa Nichols: Let's talk about it.
• 12:35
  Shep Hyken: It's not what everybody thinks.
• 12:36
  Shep Hyken: When I say, oh, you you know, when people, oh, they're amazing.
• 12:39
  Shep Hyken: What does amazing mean?
• 12:41
  Shep Hyken: It might mean they go over the top and they did something super special,
• 12:46
  Shep Hyken: but most of the time, it means they did exactly what was expected.
• 12:51
  Shep Hyken: Customers say things like and by the way, I'm using that term customer.
• 12:54
  Shep Hyken: Could be client, guest, member, patient, whatever you wanna call the people who do
• 12:58
  Shep Hyken: business with you.
• 12:59
  Shep Hyken: But, you know, when when that customer says, I love doing business with them
• 13:03
  Shep Hyken: because and then they use the word always in front of something we want
• 13:07
  Shep Hyken: them to say.
• 13:08
  Shep Hyken: They're always so helpful.
• 13:10
  Shep Hyken: They always get back to me quickly.
• 13:12
  Shep Hyken: They're always knowledgeable.
• 13:14
  Shep Hyken: They're always nice or friendly.
• 13:16
  Shep Hyken: And even when there's a problem, I know I can always count on them.
• 13:19
  Shep Hyken: When that word always is used in that context, you're operating at
• 13:23
  Shep Hyken: the zone of amazement.
• 13:24
  Shep Hyken: When something falls in your lap, when there's an emergency or there's something
• 13:29
  Shep Hyken: for example, if you're a restaurant and a server overhears, oh, it's their ten
• 13:33
  Shep Hyken: year anniversary, I'll surprise them with a cake, you know, and a little piece
• 13:37
  Shep Hyken: of cake and a candle.
• 13:38
  Shep Hyken: You can't do that unless you know it, so don't count on it happening
• 13:41
  Shep Hyken: every day.
• 13:42
  Shep Hyken: But day in and day out, if you can meet the expectations that customers
• 13:46
  Shep Hyken: have, consistently and predictably, they think that you're amazing.
• 13:50
  Shep Hyken: And by the way, there's two ways I look at amazement.
• 13:55
  Shep Hyken: If what you do is the tiniest bit above average, that's
• 13:59
  Shep Hyken: a way of creating amazement.
• 14:00
  Shep Hyken: As long as you don't drop to mediocrity and average, it's just a consistent,
• 14:04
  Shep Hyken: predictable, little bit above ex average experience.
• 14:07
  Shep Hyken: I had a chance to work a number of times with Horst Scholz, who's
• 14:10
  Shep Hyken: the first president and cofounder of the Ritz Carlton organization.
• 14:14
  Shep Hyken: And we have same philosophy, a little better than average is what made his
• 14:18
  Shep Hyken: organization iconic throughout the world known for customer service experience
• 14:23
  Shep Hyken: or guest service as they call it.
• 14:25
  Shep Hyken: And I said, what does that look like?
• 14:27
  Shep Hyken: A little bit average.
• 14:28
  Shep Hyken: How much better do you have to be?
• 14:29
  Shep Hyken: He thought about it, and he goes, maybe ten percent better.
• 14:33
  Shep Hyken: I go, what does that look like in real life?
• 14:35
  Shep Hyken: I mean, it sounds like okay.
• 14:37
  Shep Hyken: There's a concept, but what's how does that operationalize?
• 14:40
  Shep Hyken: He goes, we use the guest name.
• 14:42
  Shep Hyken: We use it as often as possible in the right way.
• 14:45
  Shep Hyken: They show up at the door.
• 14:47
  Shep Hyken: We look at their luggage tag.
• 14:48
  Shep Hyken: Whoever's working the door says, are you mister Hiken?
• 14:50
  Shep Hyken: Yes.
• 14:51
  Shep Hyken: I am.
• 14:51
  Shep Hyken: Well, welcome to the Ritz.
• 14:52
  Shep Hyken: Have you been here before?
• 14:53
  Shep Hyken: Yes.
• 14:53
  Shep Hyken: Come on in.
• 14:54
  Shep Hyken: Let me take you to the check-in area.
• 14:56
  Shep Hyken: This is mister Hiken.
• 14:57
  Shep Hyken: He's here to check-in.
• 14:57
  Shep Hyken: He's been here before.
• 14:59
  Shep Hyken: So the next person says, well, welcome back.
• 15:01
  Shep Hyken: And they pull up my record without having to ask my name, which is
• 15:04
  Shep Hyken: in a sense using my name.
• 15:06
  Shep Hyken: And then later on, I walk through the lobby and one of these nice
• 15:09
  Shep Hyken: people say, hey, mister Huyken.
• 15:10
  Shep Hyken: How's your room?
• 15:11
  Shep Hyken: Everything going well?
• 15:12
  Shep Hyken: Whatever.
• 15:13
  Shep Hyken: They go, wow.
• 15:13
  Shep Hyken: They're using my name.
• 15:14
  Shep Hyken: They they, when I ask where's the bathroom, they don't say down there to
• 15:18
  Shep Hyken: the left, make another right, you'll see a sign.
• 15:20
  Shep Hyken: They actually take me there.
• 15:21
  Shep Hyken: They don't walk into the bathroom with me.
• 15:23
  Shep Hyken: They get that far, okay, and then they say you're on your own.
• 15:27
  Shep Hyken: But Right.
• 15:27
  Shep Hyken: The the point is most people would just say go down there and to
• 15:31
  Shep Hyken: the left.
• 15:32
  Shep Hyken: I work with Ace Hardware quite a bit over the years.
• 15:35
  Shep Hyken: I actually wrote a book where I use them as a case study throughout
• 15:38
  Shep Hyken: the book, and they talk about helpful versus friendly service.
• 15:42
  Shep Hyken: Anybody can deliver friendly service.
• 15:44
  Shep Hyken: They wanna be the helpful hardware place.
• 15:46
  Shep Hyken: And I tell me what that means.
• 15:48
  Shep Hyken: It means when you come in, we say, what can we help you find
• 15:51
  Shep Hyken: today?
• 15:52
  Shep Hyken: And when you tell us, we take you there.
• 15:54
  Shep Hyken: We don't tell you what aisle to go to.
• 15:57
  Shep Hyken: On the way, we might say, what are you using this for?
• 16:00
  Shep Hyken: And once we learn, we can make suggestions on how to better use the
• 16:03
  Shep Hyken: product and create an experience that's helpful, not just friendly.
• 16:08
  Shep Hyken: And I thought, wow.
• 16:09
  Shep Hyken: That is outstanding.
• 16:11
  Shep Hyken: By the way, I decided to use them as the case study because when
• 16:15
  Shep Hyken: I interviewed, one of the executives prior to a speech and
• 16:19
  Shep Hyken: he found out that I was getting ready to write this book, he says,
• 16:21
  Shep Hyken: write about us.
• 16:22
  Shep Hyken: I go, do you think you're one of the top iconic brands in customer
• 16:25
  Shep Hyken: service?
• 16:26
  Shep Hyken: He says, yes.
• 16:26
  Shep Hyken: I go prove it.
• 16:27
  Shep Hyken: If I walk down the street and I ask ten people, would they say
• 16:30
  Shep Hyken: Ace Hardware?
• 16:31
  Shep Hyken: Yes.
• 16:31
  Shep Hyken: They would.
• 16:32
  Shep Hyken: Okay.
• 16:33
  Shep Hyken: And he showed me an article in BusinessWeek, and it listed the top twenty
• 16:36
  Shep Hyken: five brands worldwide known for great service.
• 16:39
  Shep Hyken: Number ten was the or no.
• 16:41
  Shep Hyken: I'm sorry.
• 16:41
  Shep Hyken: Number ten was was Ace Hardware.
• 16:43
  Shep Hyken: Number eleven was the Ritz Carlton.
• 16:45
  Shep Hyken: They beat the Ritz.
• 16:47
  Lisa Nichols: What which is just crazy, isn't it?
• 16:50
  Shep Hyken: I love it.
• 16:51
  Lisa Nichols: Gold standard.
• 16:53
  Lisa Nichols: Oh, I love so much about that story.
• 16:55
  Lisa Nichols: And, you know, as far as yeah.
• 16:58
  Lisa Nichols: I had horse on my, horse and chariot friends of ours and
• 17:02
  Lisa Nichols: had him on the podcast, and it was just honestly one of my most
• 17:06
  Lisa Nichols: favorite episodes ever.
• 17:07
  Lisa Nichols: He's just such a hoot.
• 17:09
  Lisa Nichols: And I think he's, what, eighty six now?
• 17:11
  Shep Hyken: Years and and still strong, man.
• 17:13
  Shep Hyken: He's still
• 17:14
  Lisa Nichols: Still strong.
• 17:15
  Lisa Nichols: Yeah.
• 17:15
  Shep Hyken: Consulting.
• 17:16
  Shep Hyken: He owns his own brand.
• 17:17
  Shep Hyken: I mean and and by the way, he left the Ritz to start.
• 17:20
  Shep Hyken: I believe it's called Capella.
• 17:22
  Shep Hyken: And I said, tell me about that.
• 17:23
  Shep Hyken: He goes, well, you take the nicest room at the Ritz, that's our worst
• 17:27
  Shep Hyken: room.
• 17:28
  Lisa Nichols: Right.
• 17:28
  Lisa Nichols: Yeah.
• 17:28
  Lisa Nichols: I think there's only twelve of them in the in the world, so that
• 17:32
  Lisa Nichols: kinda gives you a little bit of an indication.
• 17:34
  Lisa Nichols: But, yeah, he and Sherry are just incredible.
• 17:37
  Lisa Nichols: But, you know, I love the story that you told about the name because
• 17:41
  Lisa Nichols: really and I know you say this in your one of your books that
• 17:44
  Lisa Nichols: I've read.
• 17:45
  Lisa Nichols: I've got be amazing or go home, and I've got the cult of the
• 17:48
  Lisa Nichols: customer.
• 17:48
  Lisa Nichols: But, again, listeners, go out and get Shep's books.
• 17:51
  Lisa Nichols: They're Thank you.
• 17:52
  Lisa Nichols: Really incredible.
• 17:54
  Lisa Nichols: But, yeah, remember you saying in one of those, really, the most precious word
• 17:58
  Lisa Nichols: in the English language?
• 18:00
  Shep Hyken: It's it's sweetest yeah.
• 18:01
  Shep Hyken: It's a Dale Carnegie quote.
• 18:03
  Shep Hyken: Yep.
• 18:03
  Shep Hyken: It's using the customer's name or using anybody's name.
• 18:07
  Shep Hyken: Right.
• 18:07
  Shep Hyken: And I believe you're referring I I call it the cheers effect,
• 18:12
  Shep Hyken: where, you you know, cheers was the TV show, the sitcom, and
• 18:17
  Shep Hyken: the theme song was, you know, it's a place where everybody knows your name.
• 18:21
  Shep Hyken: And the power of of that personalization not
• 18:25
  Shep Hyken: abused and overused, but used the right way.
• 18:28
  Shep Hyken: You know, have you ever talked to that customer support person that uses your
• 18:32
  Shep Hyken: name again and again?
• 18:33
  Shep Hyken: Well, Shep, I'm very sorry.
• 18:35
  Shep Hyken: Well, like I said, Shep, I said it.
• 18:36
  Shep Hyken: You know, it's like Right.
• 18:38
  Shep Hyken: Okay.
• 18:38
  Shep Hyken: You can stop using my name.
• 18:40
  Lisa Nichols: Though.
• 18:40
  Lisa Nichols: Right.
• 18:41
  Shep Hyken: And stop apologizing for every single thing.
• 18:43
  Shep Hyken: I don't care about the apology the more you did it.
• 18:45
  Shep Hyken: Let's move on with what you're gonna do about it.
• 18:48
  Lisa Nichols: Yes.
• 18:49
  Lisa Nichols: Yes.
• 18:49
  Lisa Nichols: Yeah.
• 18:49
  Lisa Nichols: So so there is a balance there.
• 18:52
  Lisa Nichols: There is definitely a balance there in using it .
• 18:55
  Lisa Nichols: Well, I know, you know, and, Shep , this is cool because, you know, you
• 18:59
  Lisa Nichols: have a communications degree, from UMSL here in St.
• 19:03
  Lisa Nichols: Louis.
• 19:03
  Shep Hyken: University of Missouri St.
• 19:04
  Shep Hyken: Louis for those around the world who have no idea what UMSL means.
• 19:08
  Lisa Nichols: Yes.
• 19:09
  Lisa Nichols: Very, very good education system, I
• 19:13
  Lisa Nichols: I will say.
• 19:14
  Lisa Nichols: But,
• 19:15
  Lisa Nichols: you know, so now you're speaking and writing and doing all kinds of things.
• 19:19
  Lisa Nichols: But I love, you know, that you went to
• 19:23
  Lisa Nichols: a seminar, I think, that Zig Ziglar was speaking at.
• 19:27
  Shep Hyken: That's where that's where the career started.
• 19:29
  Shep Hyken: You know?
• 19:29
  Shep Hyken: You you
• 19:29
  Lisa Nichols: That's where it started.
• 19:31
  Shep Hyken: So I knew and we're all the way back to one of the first
• 19:33
  Shep Hyken: questions you asked.
• 19:34
  Shep Hyken: Like, how did I get so interested in customer service?
• 19:37
  Shep Hyken: And I didn't have that job.
• 19:38
  Shep Hyken: Remember, my family business said September.
• 19:40
  Shep Hyken: You're and I I stayed with them a few more months.
• 19:43
  Shep Hyken: And they did give me the company car that I was driving, but it
• 19:46
  Shep Hyken: did have a hundred and seventy some odd thousand miles on it.
• 19:50
  Shep Hyken: And when I traded it in, I got four hundred dollars for the car.
• 19:54
  Shep Hyken: And I think the wheels were worth that, but the rest of the car
• 19:56
  Shep Hyken: was was junk.
• 19:58
  Shep Hyken: So, this is what happened.
• 20:00
  Shep Hyken: I thought, what am I gonna do?
• 20:02
  Shep Hyken: I don't wanna be a magician.
• 20:04
  Shep Hyken: I did that.
• 20:04
  Shep Hyken: I love the business.
• 20:06
  Shep Hyken: When I worked for the family business and thought one day I might actually
• 20:09
  Shep Hyken: run it, I was learning so much.
• 20:11
  Shep Hyken: I'm intrigued by business.
• 20:12
  Shep Hyken: I saw Zig Ziglar and Tom Hopkins.
• 20:15
  Shep Hyken: Zig Ziglar talked about goal setting.
• 20:17
  Shep Hyken: Tom talked about sales.
• 20:19
  Shep Hyken: And I bought a book from Tom, and I bought the audio cassette tapes,
• 20:23
  Shep Hyken: which a lot of the younger members go, what's that?
• 20:26
  Shep Hyken: Okay. Fo r the younger listeners.
• 20:27
  Shep Hyken: They don't know.
• 20:28
  Shep Hyken: Audio cassettes.
• 20:29
  Shep Hyken: It's kind kind of like a CD but with tape.
• 20:33
  Shep Hyken: Yes.
• 20:33
  Shep Hyken: And now it's all streaming.
• 20:35
  Shep Hyken: But, anyway, I listened to those, like, right away, and I read the book.
• 20:39
  Shep Hyken: And this is, like, not even a few months after, finding
• 20:43
  Shep Hyken: out I I wasn't gonna be working anymore.
• 20:45
  Shep Hyken: And I thought, wow.
• 20:47
  Shep Hyken: I could do that.
• 20:48
  Shep Hyken: I could do a speech.
• 20:50
  Shep Hyken: And I love, you know, the idea of the entertainment background supporting me,
• 20:54
  Shep Hyken: being comfortable to do that.
• 20:55
  Shep Hyken: Now what am I gonna talk about?
• 20:56
  Shep Hyken: I go to the bookstore, which at the time, the business book section
• 21:00
  Shep Hyken: might have had thirty books on the whole shelf, and I bought three books.
• 21:05
  Shep Hyken: One by Tom Hopkins, and, it was coauthored by him and another gentleman,
• 21:09
  Shep Hyken: and it was called In Search of Excellence.
• 21:11
  Shep Hyken: And it was a best
• 21:12
  Lisa Nichols: seller in nineteen yeah.
• 21:14
  Lisa Nichols: But back in the day, I love the book.
• 21:16
  Shep Hyken: And two other books by Ron Zemke and Kara Albrecht.
• 21:19
  Shep Hyken: All of them had to do with creating that experience, you know, the three
• 21:22
  Shep Hyken: books.
• 21:23
  Shep Hyken: And I said, this is what I'm going to talk about.
• 21:25
  Shep Hyken: I wrote a speech.
• 21:27
  Shep Hyken: I I called it moments of magic.
• 21:29
  Shep Hyken: How you avoid moments of misery, create moments of magic, and, eventually,
• 21:33
  Shep Hyken: I blended into the idea of what does it take to create that amazing
• 21:36
  Shep Hyken: experience because some people think of magic as amazing.
• 21:40
  Shep Hyken: But, really, when I define the moment of magic, it's anything that's better than
• 21:43
  Shep Hyken: average.
• 21:44
  Shep Hyken: The tiniest bit, maybe ten percent, or maybe it's over the top.
• 21:48
  Shep Hyken: It doesn't matter.
• 21:49
  Shep Hyken: You avoid moments of misery, and those are complaints, problems, just
• 21:53
  Shep Hyken: bad experiences.
• 21:54
  Shep Hyken: And you definitely avoid mediocrity, average.
• 21:57
  Shep Hyken: Because when people, are having an average experience, they don't complain.
• 22:01
  Shep Hyken: They just disappear one day because somebody gave them a better one.
• 22:04
  Shep Hyken: And Right.
• 22:05
  Shep Hyken: I joke about the word fine.
• 22:07
  Shep Hyken: Like, how was everything?
• 22:08
  Shep Hyken: It was fine.
• 22:09
  Shep Hyken: And what does fine really mean?
• 22:12
  Shep Hyken: It doesn't mean it's fine.
• 22:14
  Shep Hyken: It means it's okay, average.
• 22:16
  Shep Hyken: Average.
• 22:17
  Shep Hyken: I I I made an acronym, f I n e, fake smile, insincere
• 22:21
  Shep Hyken: feedback because that's what that smile is.
• 22:24
  Shep Hyken: Never coming back and emotionless.
• 22:26
  Shep Hyken: So we stay away from the word fine.
• 22:28
  Shep Hyken: We want now if they use an adjective in front of it, like, your
• 22:31
  Shep Hyken: hair looks mighty fine today, then that's okay.
• 22:34
  Shep Hyken: You know?
• 22:35
  Shep Hyken: But when you so Yeah.
• 22:37
  Shep Hyken: Like, how's my hair look?
• 22:38
  Lisa Nichols: It's fine.
• 22:39
  Lisa Nichols: Fine.
• 22:39
  Lisa Nichols: Yes.
• 22:40
  Lisa Nichols: And
• 22:40
  Shep Hyken: you're talking to your husband, and he notices something's amiss, and he
• 22:44
  Shep Hyken: says, is everything okay?
• 22:46
  Shep Hyken: And you say fine.
• 22:47
  Shep Hyken: You better follow-up with why fine is the answer.
• 22:50
  Lisa Nichols: Yeah.
• 22:51
  Lisa Nichols: I love I I'm just thinking, here kind of sidebar because
• 22:55
  Lisa Nichols: you and I talked a lot about sales
• 22:57
  Shep Hyken: Yes.
• 22:58
  Lisa Nichols: Before we even jumped on the podcast today.
• 23:01
  Lisa Nichols: And I love that, you know, Tom Hopkins was all
• 23:05
  Lisa Nichols: about sales, right, and the customer experience.
• 23:08
  Lisa Nichols: And so getting those two, you know, getting to to hear
• 23:12
  Lisa Nichols: from those two people.
• 23:13
  Shep Hyken: In one night.
• 23:15
  Lisa Nichols: In one night.
• 23:15
  Lisa Nichols: Yeah.
• 23:16
  Lisa Nichols: What a what a, treasure that was.
• 23:19
  Lisa Nichols: Yeah.
• 23:19
  Lisa Nichols: I remember reading both of Ziggs.
• 23:21
  Lisa Nichols: And then, this is kind of a sidebar too, but I remember when we
• 23:25
  Lisa Nichols: started having kids, I devoured,
• 23:29
  Lisa Nichols: Zig Ziglar's, book on raising positive kids.
• 23:34
  Lisa Nichols: Yeah.
• 23:35
  Lisa Nichols: You know, I would use all of his little tactics to try to make
• 23:38
  Lisa Nichols: sure I was raising positive kids.
• 23:40
  Lisa Nichols: But
• 23:41
  Shep Hyken: Well, here's something interesting.
• 23:43
  Shep Hyken: From Zig, now I realize I'm twenty two at the time.
• 23:47
  Shep Hyken: I graduated college, and the year I graduated, I turned twenty
• 23:51
  Shep Hyken: two.
• 23:52
  Shep Hyken: So this is less than a year later.
• 23:54
  Shep Hyken: I'm seeing these guys.
• 23:54
  Shep Hyken: I'm twenty two.
• 23:55
  Shep Hyken: I wrote a ten year business plan starting when I turned
• 24:00
  Shep Hyken: twenty three is when I got my first booking to do a speech, and
• 24:02
  Shep Hyken: I said, I'm gonna be a speaker and talk about customer service experience.
• 24:06
  Shep Hyken: Back then, it was just customer service that morphed into experience.
• 24:09
  Shep Hyken: And I wrote a ten year plan because that's what Zig told me to
• 24:12
  Shep Hyken: do.
• 24:13
  Shep Hyken: Very financially driven, x number of dollars I wanna make.
• 24:16
  Shep Hyken: I'm gonna do this many speeches.
• 24:18
  Shep Hyken: And then I took the Tom Hopkins book to determine how I was going
• 24:22
  Shep Hyken: to get these potential clients and eventually turn them into clients.
• 24:26
  Shep Hyken: And between those two books, I don't know if I needed anything else to
• 24:30
  Shep Hyken: I mean, I for the next and and then I eventually joined,
• 24:34
  Shep Hyken: the association, National Speakers Association, which is the industry
• 24:38
  Shep Hyken: that I was in, and that took me to a whole another level.
• 24:41
  Shep Hyken: I thought I was doing well till I went there and then, wow, so
• 24:44
  Shep Hyken: much.
• 24:45
  Shep Hyken: And then, of course, in the early nineties, I joined
• 24:49
  Shep Hyken: an organization, you're familiar with it, called EO, the Entrepreneurs Organization,
• 24:54
  Shep Hyken: which is kind of the cousin of YPO, the Young Presidents Organization.
• 24:58
  Shep Hyken: And I was so fortunate to be able to be in that environment to
• 25:02
  Shep Hyken: start learning about all kinds of different businesses.
• 25:05
  Shep Hyken: So it's just been a a great run, and I hope it continues.
• 25:09
  Shep Hyken: It would be really cool.
• 25:10
  Shep Hyken: I'm about year forty two in my business right now, maybe forty three.
• 25:15
  Shep Hyken: And wouldn't it be cool if on my fiftieth year, somebody still wants
• 25:19
  Shep Hyken: to hire me to do a speech?
• 25:21
  Lisa Nichols: Oh, I am sure they will.
• 25:22
  Lisa Nichols: I know.
• 25:24
  Lisa Nichols: You know?
• 25:25
  Lisa Nichols: And that just I you we're gonna take a quick break here.
• 25:28
  Lisa Nichols: But when we come back, let's talk about that.
• 25:30
  Lisa Nichols: I want to I wanna dig more into your books.
• 25:32
  Lisa Nichols: I wanna dig more into, you know, you've been inducted
• 25:36
  Lisa Nichols: now into the National Speaker Hall of Fame.
• 25:40
  Lisa Nichols: So I'm sure people are still gonna wanna hire you, Shep.
• 25:42
  Lisa Nichols: But That's cool.
• 25:43
  Lisa Nichols: We do need to take a quick break, and we'll be right back on
• 25:46
  Lisa Nichols: the Something Extra podcast with Shep Hyken.
• 25:50
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• 26:19
  Lisa Nichols: Well, welcome back everyone to something extra podcast with Shep Haikin.
• 26:23
  Lisa Nichols: We've been having so much fun.
• 26:25
  Lisa Nichols: But Shep, you know, I had mentioned that you've written eight books.
• 26:28
  Lisa Nichols: You've coauthored five.
• 26:29
  Lisa Nichols: I wanna just kind of talk about a few of these and maybe if
• 26:32
  Lisa Nichols: you can just give us a little nugget from each one of these.
• 26:35
  Lisa Nichols: Okay?
• 26:36
  Lisa Nichols: So, you and you talked about the I'll be back.
• 26:40
  Lisa Nichols: I love that.
• 26:41
  Lisa Nichols: I love that you use Arnold, and the Terminator for that.
• 26:44
  Lisa Nichols: But, you know, you talk about repeating repeat customers.
• 26:48
  Lisa Nichols: So what do you what do you think is the difference between repeat business
• 26:52
  Lisa Nichols: and true loyalty?
• 26:53
  Shep Hyken: Right.
• 26:53
  Shep Hyken: Well, repeat business, there's many reasons a customer comes back to you.
• 26:57
  Shep Hyken: What you wanna find out is why.
• 26:59
  Shep Hyken: And the reason behind that is maybe they come back simply because you're the
• 27:03
  Shep Hyken: lowest price.
• 27:04
  Shep Hyken: And if that is what they're interested in, the next company that has a
• 27:07
  Shep Hyken: lower price, you lose, they win.
• 27:10
  Shep Hyken: Maybe they come back to you because you're closer than a competitor
• 27:14
  Shep Hyken: in a retail environment, and they just want, convenience in that fact.
• 27:19
  Shep Hyken: And if somebody moves in closer, you lose.
• 27:21
  Shep Hyken: So if you find out the reason the customer loves you is because of
• 27:25
  Shep Hyken: something you're doing right, that you can maintain that
• 27:29
  Shep Hyken: that relationship, you get loyalty.
• 27:32
  Shep Hyken: So we wanna make price less relevant.
• 27:33
  Shep Hyken: It's always gonna be relevant at some level.
• 27:36
  Shep Hyken: And we wanna make sure that we offer, we wanna be competitive
• 27:40
  Shep Hyken: in every possible area.
• 27:42
  Shep Hyken: And that's what the focus on I'll Be Back.
• 27:44
  Shep Hyken: And there's a great conversation that's six questions, like, you know, why
• 27:48
  Shep Hyken: do business with us?
• 27:49
  Shep Hyken: Why are you doing business with the competitor?
• 27:51
  Shep Hyken: If what we learn from a competitor, can we do it in our business?
• 27:54
  Shep Hyken: Questions like that set you up for the the I'll be back conversation.
• 27:58
  Shep Hyken: So it's important to understand why customers love you or why they don't.
• 28:02
  Lisa Nichols: Yeah.
• 28:02
  Lisa Nichols: No.
• 28:03
  Lisa Nichols: That's really, really good.
• 28:05
  Lisa Nichols: What about, the convenience revolution?
• 28:08
  Shep Hyken: Ah, this is powerful.
• 28:10
  Shep Hyken: I still believe even though COVID forced companies to
• 28:14
  Shep Hyken: become more convenient, not enough companies think about the friction points
• 28:18
  Shep Hyken: they cause for customers.
• 28:20
  Shep Hyken: Convenience is a competitive differentiator.
• 28:23
  Shep Hyken: It's so important.
• 28:24
  Shep Hyken: Customers, fifty nine percent, basically six and ten, customers pay
• 28:29
  Shep Hyken: more for customer service, but they'll pay even more if the experience
• 28:33
  Shep Hyken: is convenient.
• 28:34
  Shep Hyken: Convenient trumps nice and friendly as well as general
• 28:38
  Shep Hyken: overall great service experiences.
• 28:40
  Shep Hyken: And by the way, convenience is a great service experience.
• 28:43
  Shep Hyken: So there's six convenience principles.
• 28:45
  Shep Hyken: You can either go on my website and look at my articles and learn
• 28:49
  Shep Hyken: about them or go buy the book through Amazon, The Convenience Revolution.
• 28:53
  Lisa Nichols: Yeah.
• 28:54
  Lisa Nichols: And I was thinking shameless plug.
• 28:55
  Lisa Nichols: Yeah.
• 28:56
  Lisa Nichols: Shameless plug.
• 28:57
  Lisa Nichols: It's good.
• 28:57
  Lisa Nichols: It's good.
• 28:58
  Lisa Nichols: And I was thinking about convenience
• 29:02
  Lisa Nichols: and somebody that does it real well, and you and you just mentioned
• 29:06
  Lisa Nichols: them as Amazon.
• 29:07
  Shep Hyken: Yeah.
• 29:08
  Shep Hyken: They're the most convenient company on the planet.
• 29:10
  Lisa Nichols: Most convenient company.
• 29:12
  Lisa Nichols: Yes.
• 29:12
  Lisa Nichols: And another one would be Instacart.
• 29:15
  Lisa Nichols: Love Instacart.
• 29:16
  Lisa Nichols: You know, that was developed by a woman.
• 29:19
  Lisa Nichols: That was her brainchild.
• 29:20
  Lisa Nichols: Now that that totally makes sense to me.
• 29:22
  Lisa Nichols: But, yeah, convenience and especially in today's world when we're moving
• 29:26
  Lisa Nichols: so fast.
• 29:27
  Lisa Nichols: Right?
• 29:27
  Lisa Nichols: What about this one?
• 29:28
  Lisa Nichols: Amazing or go home.
• 29:29
  Lisa Nichols: There's seven or go home.
• 29:31
  Lisa Nichols: Yep.
• 29:31
  Lisa Nichols: Yeah.
• 29:31
  Lisa Nichols: Be amazing or go home.
• 29:33
  Lisa Nichols: There's seven different habits.
• 29:34
  Shep Hyken: Yeah.
• 29:35
  Shep Hyken: And it's interesting seven.
• 29:36
  Shep Hyken: That's a magic number.
• 29:38
  Shep Hyken: But there's actually, I think forty nine because within each of the seven, there's
• 29:42
  Shep Hyken: seven ways to deliver on each one of these that I came up with.
• 29:46
  Shep Hyken: And it my focus is always on creating a better experience, but these
• 29:50
  Shep Hyken: ideas are good for anybody in any business in any position that will
• 29:54
  Shep Hyken: help them create a better relationship with the people they do business with or
• 29:58
  Shep Hyken: work with.
• 29:59
  Lisa Nichols: Mhmm.
• 30:00
  Lisa Nichols: That's good.
• 30:01
  Lisa Nichols: That's good.
• 30:02
  Lisa Nichols: Amaze every customer every time.
• 30:04
  Shep Hyken: Why not?
• 30:05
  Shep Hyken: Right?
• 30:06
  Shep Hyken: This is the book I mentioned earlier.
• 30:07
  Shep Hyken: I used Ace Hardware as a case study throughout the book.
• 30:11
  Shep Hyken: I interviewed almost I'm gonna say about
• 30:15
  Shep Hyken: eighty, ninety people, all their leadership team plus a number of the
• 30:19
  Shep Hyken: owners of Ace Hardware stores to get the information to find out how do
• 30:22
  Shep Hyken: you compete, not just with somebody that's a direct competitor, but how does David
• 30:26
  Shep Hyken: go up against Goliath when a little tiny hardware store gets, all
• 30:30
  Shep Hyken: of a sudden Home Depot or Lowe's or one of the big huge box
• 30:33
  Shep Hyken: stores moves in next door?
• 30:35
  Shep Hyken: And there are some great examples of how to be uber competitive
• 30:40
  Shep Hyken: using the experience as your competitive differentiator.
• 30:44
  Lisa Nichols: Good.
• 30:44
  Lisa Nichols: Good.
• 30:45
  Lisa Nichols: And another one that I have right here is cult of the customer.
• 30:48
  Shep Hyken: Yeah.
• 30:49
  Shep Hyken: Cult is not a dirty word.
• 30:51
  Shep Hyken: I mean, a cult is we don't wanna be part of a cult.
• 30:53
  Shep Hyken: Yes.
• 30:53
  Shep Hyken: You do when it's this cult.
• 30:55
  Shep Hyken: And it's a a number of different ideas on how you can create,
• 31:00
  Shep Hyken: a customer focused culture and how you develop that, internal
• 31:05
  Shep Hyken: mantra that drives the experience.
• 31:07
  Shep Hyken: And within that, and I know in your great book that you have something
• 31:11
  Shep Hyken: extra, I believe it's called.
• 31:12
  Shep Hyken: Is that right?
• 31:12
  Lisa Nichols: Yes.
• 31:13
  Shep Hyken: Yes.
• 31:13
  Shep Hyken: You have, at the end of every chapter, examples,
• 31:17
  Shep Hyken: exercises, conversation starters.
• 31:20
  Shep Hyken: I do that in almost all my books, but what I put in the
• 31:23
  Shep Hyken: back of this book are the same training exercises that our trainers
• 31:27
  Shep Hyken: when they hire us to go out.
• 31:29
  Shep Hyken: I have a team of trainers that go out and deliver my content in
• 31:32
  Shep Hyken: a training format, not necessarily a keynote speech, And it's the same exact
• 31:36
  Shep Hyken: exercises that we use.
• 31:37
  Shep Hyken: We put them in the back of the book for people to use.
• 31:40
  Lisa Nichols: Oh, I love that.
• 31:41
  Lisa Nichols: I love that.
• 31:42
  Lisa Nichols: Well, let's talk about let's kinda move into, you know, I mentioned
• 31:46
  Lisa Nichols: it right before our break that you were inducted into National Speaker Hall of
• 31:50
  Lisa Nichols: Fame.
• 31:51
  Lisa Nichols: You know, Shep is an amazing keynote speaker.
• 31:54
  Lisa Nichols: So if you're looking for somebody, make sure you reach out to him.
• 31:57
  Lisa Nichols: He's got lots of different things he can talk about.
• 32:00
  Lisa Nichols: But I wanna talk about this.
• 32:02
  Lisa Nichols: You, I don't know what year this was, but I just wanted you to
• 32:06
  Lisa Nichols: kinda just, like, touch on this, because this definitely taught you
• 32:10
  Lisa Nichols: a few things about leadership under fire.
• 32:12
  Lisa Nichols: And that is
• 32:14
  Shep Hyken: I don't know.
• 32:15
  Shep Hyken: Where did you get that?
• 32:16
  Shep Hyken: Because that's not I don't think in any of my books.
• 32:18
  Shep Hyken: Maybe
• 32:19
  Lisa Nichols: it is.
• 32:20
  Lisa Nichols: I don't know.
• 32:20
  Lisa Nichols: You know?
• 32:21
  Lisa Nichols: Just, found it somewhere.
• 32:23
  Lisa Nichols: So, the president of the National Speakers Association, you faced
• 32:27
  Lisa Nichols: a major crisis.
• 32:28
  Shep Hyken: Yeah.
• 32:28
  Shep Hyken: So what what happened is I was president in two thousand fourteen,
• 32:32
  Shep Hyken: fifteen, and, great honor, traveled the world, and, you know,
• 32:36
  Shep Hyken: four thousand speakers think they're my best friend, and that they are.
• 32:39
  Shep Hyken: They are.
• 32:40
  Shep Hyken: Okay?
• 32:40
  Shep Hyken: But we changed the name of the organization, and,
• 32:45
  Shep Hyken: we had no idea that people were so invested in the name of
• 32:49
  Shep Hyken: our organization.
• 32:50
  Shep Hyken: It was a nightmare.
• 32:52
  Shep Hyken: Within the period of about twenty four to thirty hours of announcing
• 32:57
  Shep Hyken: this, I received over seven hundred emails.
• 33:00
  Shep Hyken: And other than the ones that cussed me out, and they did, nasty
• 33:04
  Shep Hyken: words, I answered every single one, which was close to seven hundred.
• 33:08
  Shep Hyken: And I did it over a holiday weekend.
• 33:10
  Shep Hyken: It was that July fourth weekend.
• 33:11
  Shep Hyken: I said everybody's gonna get a response.
• 33:14
  Shep Hyken: And we talked to the
• 33:16
  Shep Hyken: the the executive, who runs our board or who runs the organization,
• 33:20
  Shep Hyken: the board.
• 33:21
  Shep Hyken: I was chairman or president of the board.
• 33:23
  Shep Hyken: And we said, what are we gonna do?
• 33:24
  Shep Hyken: We hired a crisis management company, and they said, you're gonna get through this.
• 33:28
  Shep Hyken: We're gonna show you how.
• 33:29
  Shep Hyken: I go, I'm gonna tell you how we get through it.
• 33:31
  Shep Hyken: We need to listen to our members, and we need to start over.
• 33:33
  Shep Hyken: We have to roll back the rollout of the new name and make sure
• 33:37
  Shep Hyken: the members buy in.
• 33:38
  Shep Hyken: What I learned is this.
• 33:40
  Shep Hyken: We're sitting up here in this office with, you know, a dozen other board
• 33:44
  Shep Hyken: members, and we think we know what thousands of people want.
• 33:49
  Lisa Nichols: Yes.
• 33:49
  Lisa Nichols: We
• 33:49
  Shep Hyken: really thought we knew.
• 33:50
  Shep Hyken: We even asked past presidents.
• 33:52
  Shep Hyken: We brought in a few branding experts.
• 33:55
  Shep Hyken: We were dead wrong.
• 33:58
  Shep Hyken: And it was really an interesting process how he brought everybody around, and even
• 34:02
  Shep Hyken: the biggest naysayer finally agreed we need to change the name.
• 34:06
  Shep Hyken: Unfortunately, we couldn't come up with the right name.
• 34:09
  Shep Hyken: So what we did is we kept our name, and
• 34:13
  Shep Hyken: we made sure that each year, our annual conference was
• 34:18
  Shep Hyken: consistently named.
• 34:19
  Shep Hyken: And we came up with a great name for that, so which is influence
• 34:23
  Shep Hyken: because that's what we do.
• 34:24
  Shep Hyken: The spoken word, the written word, the platforms we use such
• 34:29
  Shep Hyken: as speaking from a stage, training, podcasts, that type of
• 34:33
  Shep Hyken: thing.
• 34:34
  Shep Hyken: This is all about creating influence in the right way.
• 34:37
  Lisa Nichols: Yeah.
• 34:38
  Lisa Nichols: I love that.
• 34:39
  Lisa Nichols: Okay.
• 34:39
  Lisa Nichols: So because you just said that, I'm gonna pivot, and I'm gonna I'm gonna
• 34:43
  Lisa Nichols: ask you something totally different.
• 34:44
  Shep Hyken: Okay.
• 34:45
  Lisa Nichols: Okay.
• 34:46
  Lisa Nichols: Influence.
• 34:46
  Lisa Nichols: How do you define influence?
• 34:49
  Shep Hyken: Wow.
• 34:50
  Shep Hyken: Influence, there's well, I'm a huge fan of,
• 34:54
  Shep Hyken: Robert Cialdini, who wrote the book, influence, which we were
• 34:58
  Shep Hyken: the first that year was the first year our conference was named influence, and
• 35:02
  Shep Hyken: we decided as a board that it would be moving on.
• 35:05
  Shep Hyken: And by the way, members didn't care what we called the conference, but it
• 35:09
  Shep Hyken: made total sense.
• 35:10
  Shep Hyken: And we gave everybody one of, doctor Cialdini's books.
• 35:14
  Shep Hyken: Yes.
• 35:14
  Shep Hyken: Which is, I, by the way, highly recommend the book.
• 35:17
  Shep Hyken: One of my favorites.
• 35:18
  Shep Hyken: So I believe influence is anytime, for the
• 35:22
  Shep Hyken: right reason, you get somebody to do things for the right
• 35:26
  Shep Hyken: reason.
• 35:27
  Shep Hyken: Influence could be, I want you to buy from me.
• 35:29
  Shep Hyken: How do I influence you to do that for the right reasons if it's
• 35:33
  Shep Hyken: the right product?
• 35:34
  Shep Hyken: If you're a leader, influence is how you influence and motivate
• 35:38
  Shep Hyken: your people to do the right thing for their customers.
• 35:42
  Shep Hyken: And I think it's so important that everybody be thinking about not just the
• 35:46
  Shep Hyken: job they have, especially leaders, your listeners.
• 35:50
  Shep Hyken: They need to think about where can I influence people for the right reasons
• 35:54
  Shep Hyken: at the right time?
• 35:55
  Shep Hyken: And, so I think it's a powerful powerful word.
• 35:58
  Shep Hyken: And It's
• 35:58
  Lisa Nichols: it is.
• 35:59
  Lisa Nichols: I don't know if you know, you may or because he's on the speaker
• 36:03
  Lisa Nichols: circuit too.
• 36:03
  Lisa Nichols: Tommy Spalding is a good friend of mine.
• 36:05
  Lisa Nichols: Yep.
• 36:05
  Lisa Nichols: Both the gift of influence Yep.
• 36:07
  Lisa Nichols: And another terrific book, but I'll get the one that you just
• 36:11
  Lisa Nichols: recommended too.
• 36:12
  Lisa Nichols: But,
• 36:14
  Lisa Nichols: you know, it's just really yeah.
• 36:16
  Lisa Nichols: But you can influence people for good or for bad.
• 36:18
  Lisa Nichols: Right?
• 36:19
  Lisa Nichols: We wanna be influenced For
• 36:20
  Shep Hyken: the right reasons.
• 36:21
  Shep Hyken: I I I made sure that was very clear.
• 36:23
  Lisa Nichols: Very, very important.
• 36:25
  Lisa Nichols: Very important.
• 36:27
  Lisa Nichols: Well, let me let me just do a few lightning round questions here, just
• 36:30
  Lisa Nichols: some fun stuff, and then we'll talk about something extra.
• 36:34
  Lisa Nichols: But, I know, Shep, that you read something like thirty
• 36:38
  Lisa Nichols: to forty books a year.
• 36:39
  Shep Hyken: I do.
• 36:40
  Shep Hyken: And A lot of airplane time.
• 36:42
  Lisa Nichols: A lot of airplane time.
• 36:43
  Lisa Nichols: You're a voracious reader.
• 36:44
  Lisa Nichols: I am too.
• 36:45
  Lisa Nichols: I've my whole you've got books behind me, but my whole wall here
• 36:49
  Lisa Nichols: is books.
• 36:50
  Lisa Nichols: So my my dream would be to have a library like
• 36:54
  Lisa Nichols: in Beauty and the Beast.
• 36:57
  Lisa Nichols: You need a big house.
• 36:59
  Lisa Nichols: Yes.
• 36:59
  Lisa Nichols: That would be my dream though to to have that kind of library.
• 37:02
  Lisa Nichols: But, you know, you you say that that's truly been, you know,
• 37:06
  Lisa Nichols: one of your secrets to your success is just how much you've read,
• 37:11
  Lisa Nichols: one of your secrets to success.
• 37:13
  Lisa Nichols: But, you've already given us one, but can you give our listeners
• 37:18
  Lisa Nichols: one or two more, that you would highly recommend that it
• 37:22
  Shep Hyken: Sure.
• 37:23
  Shep Hyken: Sure.
• 37:23
  Shep Hyken: My favorite book of all time in well, I've told you doctor Cialdini's book
• 37:26
  Shep Hyken: influence is a great book.
• 37:28
  Shep Hyken: But, my personal favorite book of all time is The Experience Economy
• 37:32
  Shep Hyken: by Joe Pine and Jim Gilmore.
• 37:35
  Shep Hyken: And, the gist of it is Starbucks took a coffee bean and figured
• 37:39
  Shep Hyken: out how to charge five dollars for what everybody else was charging a dollar
• 37:43
  Shep Hyken: for.
• 37:44
  Shep Hyken: And I go, wow.
• 37:46
  Shep Hyken: This this book speaks to me, and it's exactly everything that I believe.
• 37:50
  Shep Hyken: I also mentioned Tom Hopkins' book for sales.
• 37:52
  Shep Hyken: And even though it's outdated, there are pretty very many, what
• 37:56
  Shep Hyken: I would call, basic principles that are not only were timely for me, but
• 38:00
  Shep Hyken: also became timeless, and I think they are.
• 38:03
  Shep Hyken: So
• 38:04
  Lisa Nichols: Oh, those are good.
• 38:05
  Lisa Nichols: And since we were talking about horse, you know, his book, Excellence Wins.
• 38:08
  Shep Hyken: Yes.
• 38:09
  Shep Hyken: Love the book.
• 38:10
  Lisa Nichols: Love the book.
• 38:10
  Shep Hyken: In in the hospitality mentality is what every business
• 38:15
  Shep Hyken: needs.
• 38:16
  Lisa Nichols: Mhmm.
• 38:17
  Lisa Nichols: Could not agree more.
• 38:18
  Lisa Nichols: Well, what about this, morning routine?
• 38:21
  Lisa Nichols: You know?
• 38:21
  Lisa Nichols: I mean, there's so many studies out there.
• 38:24
  Lisa Nichols: Really successful people, you know, are not just haphazard.
• 38:27
  Shep Hyken: Yep.
• 38:27
  Lisa Nichols: Usually, they have a routine.
• 38:29
  Lisa Nichols: What is one habit, chef, that you do in the morning that you won't
• 38:33
  Lisa Nichols: compromise on?
• 38:34
  Shep Hyken: I wake up.
• 38:36
  Shep Hyken: Okay.
• 38:37
  Shep Hyken: Wake up, get out of bed, run the comb across my head, go down
• 38:40
  Shep Hyken: the stairs, get a cup.
• 38:41
  Shep Hyken: No.
• 38:41
  Shep Hyken: That's a Beatles song.
• 38:42
  Shep Hyken: Anyway and I don't have the hair to run across, the the the Coney
• 38:46
  Shep Hyken: River.
• 38:46
  Shep Hyken: But, no, my habit four days a week, if I'm in town so I
• 38:50
  Shep Hyken: believe when you get up, you have to really get up.
• 38:52
  Shep Hyken: You gotta get you gotta get your body going.
• 38:54
  Shep Hyken: You gotta do something.
• 38:55
  Shep Hyken: And there's no doubt that a little bit of physical activity actually helps reduce
• 39:00
  Shep Hyken: your age and the way you think.
• 39:02
  Shep Hyken: It makes you sharper.
• 39:03
  Shep Hyken: So if I'm in town, this is my morning.
• 39:06
  Shep Hyken: I did it this morning.
• 39:07
  Shep Hyken: I get up about five, five fifteen.
• 39:09
  Shep Hyken: I clean up.
• 39:10
  Shep Hyken: I stretch a little bit.
• 39:11
  Shep Hyken: I go to the office for about a half an hour, and then I
• 39:13
  Shep Hyken: go to the ice rink, and I play hockey with my buddies, which is
• 39:16
  Shep Hyken: not only a great workout, but what a fun way to start the day.
• 39:20
  Shep Hyken: And I am back in my office usually around, oh, somewhere around quarter
• 39:24
  Shep Hyken: to nine or so, but that's how my favorite morning start.
• 39:27
  Shep Hyken: I do that when I'm in town four days a week.
• 39:30
  Lisa Nichols: That is awesome.
• 39:32
  Lisa Nichols: I love that.
• 39:32
  Lisa Nichols: I thought you were gonna say you go to the gym or something, but
• 39:35
  Lisa Nichols: going to play hockey with your buddies, you're getting that that social interaction,
• 39:39
  Lisa Nichols: the relationship relational piece of that.
• 39:42
  Shep Hyken: It's so great.
• 39:42
  Shep Hyken: And by the way, I still, will go to the gym, you know, and
• 39:45
  Shep Hyken: I have a Peloton in our home, so I I do that.
• 39:48
  Shep Hyken: But I forgot to go to the gym the other day, which now that's
• 39:50
  Shep Hyken: three years I've been forgetting to go to the gym every day.
• 39:53
  Shep Hyken: No.
• 39:53
  Shep Hyken: I'm just kidding.
• 39:54
  Shep Hyken: But no.
• 39:55
  Shep Hyken: That's important to do.
• 39:56
  Shep Hyken: You know, I think if you can do four or five days of great
• 39:59
  Shep Hyken: physical activity, that's great.
• 40:01
  Shep Hyken: I like to do it early in the morning because that gets me going.
• 40:04
  Shep Hyken: For some people, it's hard to do that.
• 40:06
  Shep Hyken: So their routine may be getting that cup of coffee, watching the news, and
• 40:10
  Shep Hyken: starting the day out that way.
• 40:12
  Shep Hyken: I don't know how exciting and motivating watching the news can be.
• 40:15
  Lisa Nichols: Right.
• 40:16
  Lisa Nichols: Right.
• 40:16
  Lisa Nichols: Exactly.
• 40:17
  Lisa Nichols: Especially now.
• 40:19
  Lisa Nichols: Yeah.
• 40:19
  Lisa Nichols: But we won't go there.
• 40:20
  Lisa Nichols: We won't go there.
• 40:22
  Lisa Nichols: Alright.
• 40:22
  Lisa Nichols: Well, you know, do you have one personal habit
• 40:27
  Lisa Nichols: one personal habit where people walk away from you, Shep?
• 40:31
  Lisa Nichols: I could, like, surmise a few things.
• 40:33
  Lisa Nichols: I could put a few things in your brain, but I wanna hear from
• 40:35
  Lisa Nichols: you one habit that people walk away going, I'm so glad I met Shep.
• 40:40
  Lisa Nichols: That was an amazing experience.
• 40:42
  Shep Hyken: You know, I think,
• 40:45
  Shep Hyken: nobody's asked me this quite this way.
• 40:47
  Shep Hyken: I'm thinking a number of ideas, but I think I do what I say
• 40:49
  Shep Hyken: I'm gonna do.
• 40:50
  Shep Hyken: You can count on me.
• 40:51
  Shep Hyken: Yeah.
• 40:52
  Shep Hyken: I don't return a phone call, call nine one one.
• 40:54
  Shep Hyken: It means something really wrong.
• 40:56
  Lisa Nichols: It means something.
• 40:56
  Lisa Nichols: Oh, that's good.
• 40:57
  Lisa Nichols: That's good.
• 40:58
  Lisa Nichols: Yeah.
• 40:58
  Lisa Nichols: And that's amazing.
• 40:59
  Lisa Nichols: Well, Shep, this is called something extra.
• 41:02
  Lisa Nichols: Mhmm.
• 41:02
  Lisa Nichols: What do you believe is the something extra that every leader needs?
• 41:06
  Shep Hyken: Great.
• 41:07
  Shep Hyken: Well, you know, I I'm gonna tie to the customer experience thing.
• 41:11
  Shep Hyken: I believe that when it comes to creating a great experience in a company,
• 41:15
  Shep Hyken: it starts with the leader at the very top.
• 41:17
  Shep Hyken: I interviewed in one one time I interviewed three hundred some odd leaders of
• 41:21
  Shep Hyken: all size companies.
• 41:22
  Shep Hyken: You were in YPO, so number of YPO leaders all the way up to,
• 41:26
  Shep Hyken: CEOs of major Fortune one hundred organizations.
• 41:30
  Shep Hyken: And I asked them, what's the one thing, the most important thing that you
• 41:33
  Shep Hyken: do in your job as a leader?
• 41:36
  Shep Hyken: And one of them was so powerful because it was something I believed in
• 41:39
  Shep Hyken: when it comes to creating the culture of a customer first or customer obsessed
• 41:43
  Shep Hyken: or customer focused mindset.
• 41:45
  Shep Hyken: This is what this gentleman said.
• 41:47
  Shep Hyken: Big company.
• 41:47
  Shep Hyken: He said, my job you know, of course, there's deals to be made and
• 41:51
  Shep Hyken: that kind of thing, is to defend the culture of the
• 41:55
  Shep Hyken: company.
• 41:56
  Shep Hyken: What we created and what is working and what our customers want and expect
• 42:00
  Shep Hyken: and love about us.
• 42:01
  Shep Hyken: If I see a person, a region, a division, a group
• 42:06
  Shep Hyken: that's out of alignment, I have to defend our culture.
• 42:09
  Shep Hyken: That's part of my job, and it's probably the most important job.
• 42:11
  Shep Hyken: I went, wow.
• 42:12
  Shep Hyken: Oh.
• 42:12
  Shep Hyken: There you go.
• 42:14
  Lisa Nichols: That's good.
• 42:15
  Lisa Nichols: That is really good.
• 42:16
  Lisa Nichols: That's gold right there.
• 42:17
  Lisa Nichols: Well, Shep, this has been so much fun.
• 42:19
  Lisa Nichols: Thank you so much for making
• 42:21
  Shep Hyken: Thank you.
• 42:21
  Lisa Nichols: What a a delight.
• 42:23
  Lisa Nichols: What a been a delight to be with you, and I just really encourage
• 42:27
  Lisa Nichols: our listeners to go out, follow Shep.
• 42:29
  Lisa Nichols: Go, he he writes for Forbes.
• 42:31
  Lisa Nichols: He, you know, has articles out there, but his books are great.
• 42:33
  Lisa Nichols: And, again, if you need a keynote speaker, he'd be a great one to
• 42:37
  Lisa Nichols: to bring on board for that.
• 42:38
  Lisa Nichols: So thanks so much for being with me today.
• 42:41
  Shep Hyken: Well, thank you.
• 42:42
  Shep Hyken: Can't wait to do it again.
• 42:43
  Shep Hyken: I'm gonna have you on my show next.
• 42:45
  Lisa Nichols: I know.
• 42:45
  Lisa Nichols: I'm excited about that too.
• 42:47
  Lisa Nichols: Alright.
• 42:48
  Lisa Nichols: Take care now.
• 42:48
  Shep Hyken: Thank you.
• 42:49
  Announcer: Thank you for listening to today's show.
• 42:51
  Announcer: Something extra with Lisa Nichols is a Technology Partners production.
• 42:55
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• 42:59
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