What’s the F-bomb of customer service?
It’s being "FINE" – where:
🔹 F = Fake smile
🔹 I = Insincere interactions
🔹 N = Never coming back
🔹 E = Emotionless service
Here’s the problem: 27% of customers who rate service as "fine" won’t return.
In this episode of The Mason Duchatschek Show, Shep Hyken, NYT & WSJ best-selling author and customer service expert, explains why "fine" isn’t good enough—and what companies must do to turn satisfied customers into loyal ones.
If you want repeat customers, stronger retention, and next-level service strategies, this is the conversation for you.
Key Takeaways
✅ "Fine" service doesn’t build loyalty. It leaves customers indifferent and unlikely to return.
✅ Customer service must be memorable. If it’s not remarkable, it’s forgettable.
✅ An emotional connection keeps customers coming back. Transactional service won’t cut it.
✅ Businesses that deliver genuine, personalized interactions thrive. Automation should enhance—not replace—human connections.
✅ Great service is proactive. Don’t wait for customers to complain—prevent issues before they arise.
Listen to the Full Conversation
🎙 Podcast Episode:
👉 https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-
📺 Full Video on YouTube:
👉 https://www.youtube.com/watch?v=U3bFRLQqIZQ
Learn More with Workforce Alchemy
If you're looking for proven strategies, tools, and secrets to improve customer experience, leadership, and business success, take the Workforce Alchemy Challenge for free.
👉 Apply here: https://www.WorkforceAlchemy.com
About This Channel
Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.
There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.
If you want to hire the best and avoid the rest, subscribe. If you want to solve problems before they occur, subscribe. If you want to get better work accomplished faster without adding staff, subscribe and be sure to share helpful ideas with others.
Topics include ways to:
Hire
Increase sales
Prevent workplace drama, conflict, and violence
Reduce labor costs
Reduce turnover
Improve engagement
Improve retention
Improve safety
Use pre-employment assessment tests (psychometric tests)
Follow Us on Social Media
Facebook: https://www.facebook.com/ReverseRiskConsulting
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
Dailymotion: https://www.dailymotion.com/WorkforceAlchemy
Twitter/X: https://x.com/WorkAlchemist
#CustomerExperience #CustomerService #CustomerLoyalty #CustomerRetention #ShepHyken #CSX
It’s being "FINE" – where:
🔹 F = Fake smile
🔹 I = Insincere interactions
🔹 N = Never coming back
🔹 E = Emotionless service
Here’s the problem: 27% of customers who rate service as "fine" won’t return.
In this episode of The Mason Duchatschek Show, Shep Hyken, NYT & WSJ best-selling author and customer service expert, explains why "fine" isn’t good enough—and what companies must do to turn satisfied customers into loyal ones.
If you want repeat customers, stronger retention, and next-level service strategies, this is the conversation for you.
Key Takeaways
✅ "Fine" service doesn’t build loyalty. It leaves customers indifferent and unlikely to return.
✅ Customer service must be memorable. If it’s not remarkable, it’s forgettable.
✅ An emotional connection keeps customers coming back. Transactional service won’t cut it.
✅ Businesses that deliver genuine, personalized interactions thrive. Automation should enhance—not replace—human connections.
✅ Great service is proactive. Don’t wait for customers to complain—prevent issues before they arise.
Listen to the Full Conversation
🎙 Podcast Episode:
👉 https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-
📺 Full Video on YouTube:
👉 https://www.youtube.com/watch?v=U3bFRLQqIZQ
Learn More with Workforce Alchemy
If you're looking for proven strategies, tools, and secrets to improve customer experience, leadership, and business success, take the Workforce Alchemy Challenge for free.
👉 Apply here: https://www.WorkforceAlchemy.com
About This Channel
Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.
There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.
If you want to hire the best and avoid the rest, subscribe. If you want to solve problems before they occur, subscribe. If you want to get better work accomplished faster without adding staff, subscribe and be sure to share helpful ideas with others.
Topics include ways to:
Hire
Increase sales
Prevent workplace drama, conflict, and violence
Reduce labor costs
Reduce turnover
Improve engagement
Improve retention
Improve safety
Use pre-employment assessment tests (psychometric tests)
Follow Us on Social Media
Facebook: https://www.facebook.com/ReverseRiskConsulting
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
Dailymotion: https://www.dailymotion.com/WorkforceAlchemy
Twitter/X: https://x.com/WorkAlchemist
#CustomerExperience #CustomerService #CustomerLoyalty #CustomerRetention #ShepHyken #CSX
Category
🛠️
Lifestyle