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Guest Post: Shep Hyken


We have a special guest on the blog today. Shep Hyken, Shepard Presentations, LLC, has written a terrific article that we'd like to share with you.

Are You the Owner?

By Shep Hyken

At many of my presentations, I’ll leave time at the end for the audience to brainstorm the ideas and take-aways they plan to implement as a result of what they heard in the speech. At a recent presentation for the Vail Valley Partnership in Vail, CO, Clark Walsh an employee at Old Forge Pizza made a great comment:

“I want to be so good that my customers ask me if I am the owner.”

Why would a customer ask that? Because of Clark’s positive attitude, the excellent service he delivers, the way he treats fellow employees, and more.

At least several things are happening here:

One, Clark respects and admires the owner.

Two, Clark finds the customer’s comment to be a compliment.

And three, the owner of the restaurant has obviously set a good example, one that Clark wants to emulate. By the way, this one is important. An owner must be a good role model, a mentor and leader. I've seen plenty of owners/leaders who don’t set good examples with a “do as I say, not as I do” management style.

Regardless of the size of your company, it doesn’t matter who you are or what you do, act like an owner.

Reposted with permission: ©2011 Shep Hyken All Rights Reserved If you want to re-post or republish, please Shep Hyken directly.

Shep Hyken is a professional speaker and New York Times and Wall Street Journal bestselling business author who works with companies who want to develop loyal relationships with their customers and employees. For information on Shep’s speaking programs, books, and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus customer service training programs (www.TheCustomerFocus.com).

Liz Weber CMCLiz Weber, CMC CSP

Liz Weber coaches, consults, and trains leadership teams. She specializes in strategic and succession planning, and leadership development.

Liz is one of fewer than 100 people in the U.S. to hold both the Certified Management Consultant (CMC) and Certified Speaking Professional (CSP) designations.

Contact Liz’s office at +1.717.597.8890 for more info on how Liz can help you, or click here to have Liz’s office contact you.

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Posted by Liz Weber CMC on January 6, 2012 in Guest Post and tagged , , , ,