Articles From Shep Hyken View Profile

Share this Article
  • AN AMAZING CUSTOMER SERVICE AND LEADERSHIP STORY TO LEARN FROM

    Shep Hyken, AN AMAZING CUSTOMER SERVICE AND LEADERSHIP STORY TO LEARN FROM

    A recent segment on the CBS Sunday Morning with Charles Osgood had an amazing customer service story. Krystal Payne, at a Starbucks in Leesburg, VA, noticed that one of her customers, Ibby Piracha, was deaf. One day Ibby came to get his usual coffee and Krystal handed him a handwritten note, which read:

    “I’ve been learning ASL, American Sign Language, just so you can have the same experience as everyone else.”

    Wow! Now, this is a customer service story worth sharing – and learning from!

    CBS News correspondent, Steve Hartman, interviewed Krystal and Ibby.

    Ibby said, “I see that she gets out a piece of paper out, and I thought maybe she had a question for me or something, but it really wasn’t a question at all. And as I read through it, it shocked me.”

    Apparently the note shocked him so much that he posted a picture of it online and then had it framed.

    Krystal said, “If he’s a regular, and I want to make that connection with my regulars, I should be able to at least ask him what he wants to drink.”

    Even more impressive is that Krystal took three hours of her own time to go on the Internet to find information about ASL, just so that she could ask a customer what he wanted to drink. Just one customer!

    And, these are the stories that customer service legends are made of.

    Several things worth noting and learning from were happening:

    First and foremost, Krystal Payne is obviously an exceptional person. She understands what customer service is about. She gets people. Nobody told her to go home and learn sign language. Nobody offered to pay her to do it. She did it, simply because she knew it was the right thing to do.

    Second, Starbucks hired her. Working for Starbucks is a good job. They don’t take everyone that applies. They treat their employees well, and in return the employees work hard to give their customers a great experience. After all, how else could they charge $3.00 (or more) for a twenty-five cent cup of coffee? The experience counts, and people like Krystal are the ones in charge of that experience.

    Third, Krystal set an example for everyone else. At that moment, she demonstrated incredible leadership qualities. Not that she was the manager. No, she simply acted like a leader. She became a role-model for the other employees she worked with to aspire to. Krystal is someone you want on your team!

Share this Article
X

FIND A SPEAKER

TESTIMONIALS

Testimonials
  • The event was EASY Cake! and it went over very very well.  Thank you so much for the help and organization, it made my life very easy. 
    Boys & Girls Club
  • Mr. Schelp you are a Rock Star! Thank you!!!  Deal #7 is done and more to come!
  • Thanks to Richard and Jo for all the coordination. Another homerun from Executive Speakers Bureau!  
    Wisconsin Hospital Association
  • "WOW, is all I have to say and thank you!  Our event was a huge success and you never steer me wrong, both David Cottrell and Ryan Estis were exc...
    ICMI
  • "Richard, Your ability to put me in front of just the right group again and again, is nothing short of amazing. You work your tail off, you sweat the ...
    Alan Hobson
  • "Let me just say again, what a pleasure it is to work with you and ESB. You really make it harder for others to reach the bar."
    ASTD
  • Angela, you & your team have my endorsement for making Memphis events successful. People should use you to plan their next event.
  • "I LOVE this list that you sent me! I emailed several different places on Tuesday an...
    CoreLogic
  • "Thank you so much for all your help in putting this together on such short notice. I will definitely use your services again in the future."
    Applied Materials
  • You ladies really are the BEST!  After this event I am going to be on the hunt for keynote speakers in May.  I really want to work with you ...
    ICMI
  • "We loved our speakers. Thanks to you and your team for your outstanding service and thank you for your patience!"

    National Association of the Blind
  • We could not have done it without you.  Thank you for the outstanding suggestions.  The speakers were by far the best we have ever had.
    FedEx
  • "You made my job so much easier! You are the only bureau I will use."     
    Sigma Systems
  • The Nebraska Hospital Association along with numerous other state hospital associations have enjoyed a long-standing relationship with Executive Speak...
    The Nebraska Hospital Association
  • We truly appreciate the excellent support and attention to detail we have received from Executive Speakers Bureau.  They have provided us with so...
    IBM
  • "I wanted to share with you feedback of my experience in working with Executive Speakers Bureau.. Very responsive and detail oriented.  When I wa...
    Amdocs
  • I’ve used the services of a number of speakers bureaus in the past. However, my current experience working with the Executive Speakers Bureau ha...
    Intel
  • "I will be sure that all involved know what a wonderful resource you have been. The universe smiled on me when I discovered Executive Speakers and you...
    Ocala Eye
  • As always, you deliver excellent service. Thanks!
    Camden National Bank
  • "We not only went 3 for 3 but I'd say they were all home runs! Thanks for your help on the speakers. It was a key and very positive component of our c...
    Chem-Dry
  • "As I mentioned before, your engagement model was incredibly easy to work with, and I know we came to you on short notice!  I would highly recomm...
    Capitol One
  • Bridgeworks was awesome!!! Great feedback from all!! Thanks for all of your collaboration and positive we'll use you in the future.  
    Johnson & Johnson
  • "Everyone loved Bob and he was so nice on site. Thank you for all you did. The process was so easy and we will definitely work with you again next yea...
    NBC
  • "The group that I work with to obtain all of my keynote speakers is Executive Speakers Bureau and I can tell you that I don’t like working with ...
    Indiana Youth Institute
  • "My mind was very much at ease knowing that Jack Uldrich was so well prepped.  I will definitely use your agency again."  
    EAIE
  • "OMG Richard! As always you make me look like a rock star. Every single speaker we selected hit it out of the park. Thank you again. Can't even say wh...
    Arizona Hospital and Healthcare Assn.
  • "My entire team has enjoyed the experience of working with you and ESB more than words can express. Everything was handled in a professional and timel...
    Cregger Company
  • I want to thank you for all of your assistance you and Jenny were wonderful. If it had not been for you sending me suggestions I would not have found ...
    West Virginia Tourism
  • Our bank has held an annual business and economic conference for the past 9 years.  We have worked with Executive Speakers every year and I have ...
    First Midwest Bank
  • "Thanks to you and Jo for all your efforts.  Connie Podesta and Roger Dow were great!"   
    National Apartment Association
  • Thank you to both of you for everything surrounding Mr. Will as our special guest. I suspect, soon, I will be in touch regarding our next event. 
    Oxford Financial
  • "I want to thank you for helping with our Principals Day event. Marshall Goldsmith was excellent. Not only is Marshall the consummate professional, be...
    Burns & McDonnell
  • Everything went really well and we really enjoyed having Jack Uldrich as our speaker!  He was entertaining and funny and provided great examples....
    Novo Nordisk
  • “Thank you guys it was a pleasure working with you.... You made the whole process easy. Thanks again”
    CableNation
  • "I appreciate your recommendations.  In addition, you are always a pleasure to work with and understand the pains of an over worked meeting plann...
    Milliman
  • "Your tenacity and persistence in staying in touch with us is a model example of good salesmanship and partnering.  I will be using you as an exa...
    Schneider Electric
  • Thanks to you, Jo and the rest of your team.  You are the BEST.  Knowing you are behind a speaker allows us the luxury of concentrating on o...
    Ohio Hospital Association
Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call us to discuss how we can help find the right speaker for your organization.

Get Ideas in 2 Hours or Less

Please fill in information below

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in two hours or less.


Privacy by SafeSubscribeSM