Stop Telling Customers What to Do—Start Showing Them
🚨 Customers don’t have to do anything. If your process is frustrating, they’ll find someone who makes it easier.
📌 When businesses say:
❌ "You have to fill out this form."
❌ "You have to call this number."
❌ "You have to follow this process."
Customers think: No, I don’t. I can go elsewhere.
💡 Instead, great companies use "Show & Tell":
✅ They walk customers through the process instead of demanding compliance.
✅ They simplify solutions to remove unnecessary steps.
✅ They make the experience effortless so customers stay, instead of leaving.
In this episode of The Mason Duchatschek Show, Shep Hyken, a NYT & WSJ best-selling author and customer service expert, explains how leveraging technology and better training can reduce friction and improve customer satisfaction.
If you want to increase customer retention, remove obstacles, and build loyalty, this conversation is for you.
Key Takeaways
✅ Friction kills customer loyalty. If something is difficult, they’ll leave.
✅ Processes should feel intuitive. If you have to explain it, it’s too complicated.
✅ Self-service should be an option—not a requirement. Customers want choice.
✅ Training employees to guide, not just direct, makes all the difference.
✅ Technology should make things easier—not add frustration.
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
🚨 Customers don’t have to do anything. If your process is frustrating, they’ll find someone who makes it easier.
📌 When businesses say:
❌ "You have to fill out this form."
❌ "You have to call this number."
❌ "You have to follow this process."
Customers think: No, I don’t. I can go elsewhere.
💡 Instead, great companies use "Show & Tell":
✅ They walk customers through the process instead of demanding compliance.
✅ They simplify solutions to remove unnecessary steps.
✅ They make the experience effortless so customers stay, instead of leaving.
In this episode of The Mason Duchatschek Show, Shep Hyken, a NYT & WSJ best-selling author and customer service expert, explains how leveraging technology and better training can reduce friction and improve customer satisfaction.
If you want to increase customer retention, remove obstacles, and build loyalty, this conversation is for you.
Key Takeaways
✅ Friction kills customer loyalty. If something is difficult, they’ll leave.
✅ Processes should feel intuitive. If you have to explain it, it’s too complicated.
✅ Self-service should be an option—not a requirement. Customers want choice.
✅ Training employees to guide, not just direct, makes all the difference.
✅ Technology should make things easier—not add frustration.
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
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🛠️
Lifestyle