The Costly Phrase: Shep Hyken on Why Customer Focus Trumps Policy

In a recent LinkedIn post, customer service expert •Shep Hyken discusses a critical, yet often overlooked, aspect of customer interaction: the phrases employees use. Hyken zeroes in on what he identifies as the second most expensive phrase employees can utter to a customer, emphasizing the detrimental impact such language can have on customer satisfaction and loyalty.

Hyken highlights the disconnect that can occur when internal policies overshadow the customer’s actual needs and experiences. He states:

“Customers don’t care about your policies or your departments. They care about whether you help them.”

This assertion underscores a fundamental principle of excellent customer service: prioritizing the customer’s problem-solving journey above bureaucratic procedures. According to Hyken, the focus should always be on facilitating a positive resolution for the customer, rather than rigidly adhering to internal guidelines that may not serve their immediate needs.

The Role of Policy vs. Employee Judgment

Hyken further elaborates on the function of company policies, arguing they should serve as guides rather than rigid constraints. He points out:

“Policies should guide employees, not replace their judgment.”

In Hyken’s view, well-trained and empowered employees are the key to a customer-centric approach. When staff are equipped with the knowledge and authority to make decisions, they can navigate customer issues more effectively. This empowerment, Hyken suggests, leads to the kind of customer-focused experiences that foster loyalty and positive word-of-mouth.

Empowerment and Flexibility in Customer Service

The underlying message in Hyken’s post is the importance of balancing established rules with the flexibility needed to serve customers exceptionally. While acknowledging that some policies are non-negotiable, Hyken stresses that the manner in which employees handle these situations is paramount.

“There may be policies and rules that can’t be broken. It’s how you handle them that makes the difference.”

This perspective encourages businesses to invest in robust training and to foster a culture where employees feel supported in using their best judgment. By doing so, companies can transform potentially negative policy-driven interactions into opportunities to demonstrate exceptional customer care, ultimately reinforcing the idea that customer satisfaction is the ultimate business objective.

Hyken’s insights serve as a valuable reminder for businesses to evaluate how their internal structures and employee training impact the front-line customer experience. The goal, as he articulates, is to ensure that every customer interaction, even those involving policy limitations, reinforces the company’s commitment to helping and satisfying its patrons.