Shep Hyken, Customer Service Master, Entrepreneur, Hall of Fame Speaker and Author of Amaze Every Customer Every Time joins Grant to discuss how employees and business owners must do whatever it takes to wow customers and earn their business and trust. Shep has consulted with top companies such as American Airlines, Anheuser-Busch, AT&T, AETNA, and, American Express and is the creator of The Customer Focus program, helps clients develop a customer service culture and loyalty mindset. Shep believes that customer service is common sense yet not so common and taking care of the customer is a businesses first priority. He explains that the high-end customer expects a different experience. There’s a huge problem with inconsistency, creating loyalty pays of big, and businesses must show customers should by from you. Shep also offers Ace Hardware as an example of a niche business that offers excellent customer service. He offers insights on what consumers can do when faced with a terrible customer service experience. Shep also explains why businesses must operate with a culture of excellence when it comes to customer service. Happy employees serve people better.