Shep Hyken Show Notes
Shep Hyken took over as President of the National Speakers Association, a volunteer position, and he had no clue what he was in store. After months of consideration, the association leadership team decided to change the name of the association. After the announcement of the name change at the annual member meeting, within 48 hours Shep received 800 emails and 750 of them threatened to quit the association. Shep was now faced with the biggest crisis he had ever faced. That’s when Shep turned to his 5-step process. Listen and learn Shep’s process and what happened to see how it can help you get over the hump.
Shep started doing birthday party magic shows at a young age, and eventually took his comedy and magic routines into nightclubs. He even managed to score a gig at the Playboy Club when he was 16 years old. Nice job for a 16-year old!
After graduating college, Shep was hired full time at the retail company at which he worked while in school. About eight months later, however, the company was sold and Shep was out of a job. Searching for inspiration, he attended an event one evening that featured legendary motivational speakers, Zig Ziglar and Tom Hopkins. He found their messages powerful and amazing. And by the end, Shep felt like he could do anything, even give a speech. Shep was no stranger to performing. With a little business experience and a college background, Shep wrote a motivational speech and started selling it — just picking up the phone and smiling and dialing. As he researched information for the speech, he landed on the topic of customer service. It was a topic in which he strongly believed and had incorporated into all of his previous business endeavors – from the birthday party magic show business to the retail business where he worked during and after college. So the focus of Shep’s business became customer service.
In Shep’s business, every day presents new opportunities and challenges. No day is exactly the same. He travels around the world and lives the life of planes, trains and automobiles (in the form of taxi cabs). But even when he’s on the road, Shep tries to maintain a routine. He starts the day with an early-morning workout and follows it with a good breakfast. From there, Shep meets with his clients in preparation for the speech he will be delivering to their employees.
At home in St. Louis, Shep starts the day out the same way, with a workout. Once in the office he’s on calls throughout the day with clients. He also shoots weekly videos in his studio and does a lot of reading and writing. The content he reads comes from a variety of sources and provides ideas and inspiration for his weekly blog posts, Forbes columns, and other articles. Shep also engages heavily in social media throughout the day to interact with his followers.
Tweetable Quotes and Mentions
“Perfection is not reality.“ -Shep Hyken Click to Tweet
“If I strive to do my best along the way, I will probably do my best.” -Shep Hyken Click to Tweet
“Don’t beat yourself up if something goes wrong, just do your best.” -Shep Hyken Click to Tweet
“Stoop to excellence.“ -Shep Hyken Click to Tweet
“When things aren’t going well…that’s when your true leadership abilities come out.“ -Shep Hyken Click to Tweet
“Bad days for me only last a day.“ -Shep Hyken Click to Tweet
“Leaders need to be goal oriented and they need to share those goals.“ -Shep Hyken Click to Tweet
“Retirement is only doing what you love.“ -Shep Hyken Click to Tweet
“If anything is holding me back it’s my own fault.“ -Shep Hyken Click to Tweet
“Don’t ask people to do something that you wouldn’t do yourself.“ -Shep Hyken Click to Tweet
“Without the ability to speak or write, you have nothing.“ -Shep Hyken Click to Tweet
“I wish I would have written my first book sooner than I did.“ -Shep Hyken Click to Tweet
Hump to Get Over
Shep Hyken took over as President of the National Speakers Association, a volunteer position, and he had no clue what he was in store. After months of consideration, the association leadership team decided to change the name of the association. After the announcement of the name change at the annual member meeting, within 48 hours Shep received 800 emails and 750 of them threatened to quit the association. Shep was now faced with the biggest crisis he had ever faced. That’s when Shep turned to his 5-step process. Listen and learn Shep’s process and how he got over the hump and moved onward and upward.
Advice for others
When dealing with complaints: acknowledge it, apologize for it, discuss the remedy, do it with the right attitude, and do it fast.
Holding him back from being an even better leader
Nothing. If anything is holding me back it’s my own fault.
Best Leadership Advice Received
Don’t ask people to do something that you wouldn’t do yourself.
Secret to Success
I read daily; 30-40 books a year.
Best Resources in business or Life
The internet is my best resource. I get a digest every day of things that I want to know about.
email: shep [at] hyken.com
These Two Little Tips are Making Contact Centers Rich – My interview with Shep at Contact Center Expo where we talk about two little tips that can impact the customer experience immensely.
Offer from Shep: “Moments of Magic” and his white paper, “Customer Service Will Fix the U.S. Economy (and a Few Companies, Too).”
54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.