Hard Work to Be Your Customer? (Shep Hyken Interview on Experience, Loyalty and Service)

Have you ever felt like an unpaid employee of the company that was supposed to be serving you?

I have—and that’s exactly why I switched banks.

The old bank had staff who kept saying:
❌ “You have to do this...”
❌ “You have to do that...”

The new bank? A completely different story.

Their team had what Shep Hyken—NYT & WSJ bestselling author and world-renowned customer service expert—calls “service awareness.” They didn’t bark instructions. They guided me, provided options, and made the entire process easy.

In this episode of The Mason Duchatschek Show, Shep and I break down how better employee training and smart technology can eliminate friction, reduce frustration, and turn satisfied customers into loyal brand advocates.

Key Takeaways
✅ Don’t tell customers what they have to do—show them how you’ll help.
✅ “Service awareness” means thinking like the customer, not just the employee.
✅ People don’t leave companies—they leave bad experiences.
✅ Smart companies train employees to guide and leverage tech to simplify.

Listen to the Full Conversation

🎙 Podcast Episode:

👉 https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-

📺 Full Video on YouTube:

👉 https://www.youtube.com/watch?v=U3bFRLQqIZQ

Learn More with Workforce Alchemy

If you're looking for proven strategies, tools, and secrets to improve customer experience, employee performance, and business success, take the Workforce Alchemy Challenge for free.

👉 Apply here: https://www.WorkforceAlchemy.com

About This Channel

Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.

There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.

If you want to hire the best and avoid the rest, subscribe. If you want to solve problems before they occur, subscribe. If you want to get better work accomplished faster without adding staff, subscribe and be sure to share helpful ideas with others.

Topics include ways to:

Hire
Increase sales
Prevent workplace drama, conflict, and violence
Reduce labor costs
Reduce turnover
Improve engagement
Improve retention
Improve safety
Use pre-employment assessment tests (psychometric tests)

Subscribe

Workforce Alchemy Channel
https://www.youtube.com/@workforcealchemy?sub_confirmation=1

Workforce Alchemist Channel
https://www.youtube.com/@WorkforceAlchemist?sub_confirmation=1

Other Recommended Playlists

Business Growth & Management Strategies Playlist
https://youtube.com/playlist?list=PLaGSQcRH4ChxEhB1iyTbn7NcBO2SoaFA4

Mason Duchatschek Show (Podcast Full Episodes)
https://youtube.com/playlist?list=PLaGSQcRH4ChwjjPLD9FN6r2IvuBp5PPbg

Mason Duchatschek Show (Podcast Shorts and Reels)
https://youtube.com/playlist?list=PLaGSQcRH4ChyPNetFBDdCqflzmAwJTWdL

About Our Company

Alchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.

We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement, and retention.

Follow Us on Social Media

Facebook: https://www.facebook.com/ReverseRiskConsulting
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
Dailymotion: https://www.dailymotion.com/WorkforceAlchemy
Twitter/X: https://x.com/WorkAlchemist

#CustomerExperience #CustomerService #CustomerLoyalty #ShepHyken #MasonDuchatschek #customersuccess #WorkforceAlchemy #csx