Alsco Uniforms: The It Pays to Keep Clean Podcast Season 2, Episode 19: Shep Hyken on Asking the Extra Question
Jan 8, 2026
In this engaging discussion, Shep Hyken, a customer service expert and bestselling author with a flair for magic, shares his unique approach to enhancing customer experience. He explains the importance of operationalizing feedback and outlines a five-step method for resolving complaints effectively. Shep emphasizes the Employee Golden Rule and reveals the power of asking brave follow-up questions to truly meet customer needs. He also illustrates how mixed reviews can build credibility, turning criticism into advocacy. A captivating blend of strategies and storytelling!
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Thank-You Note That Became A Feedback Loop
- Shep Hyken told how his parents taught him to follow up after his first paid magic show by sending thank-you notes and calling for feedback.
- He used that feedback to remove tricks nobody talked about and improve his act over time.
Keep Surveys Short And Act On Them
- Make surveys short and acknowledge respondents, then operationalize suggestions for all customers.
- Use anonymous options and follow up when feedback is negative to learn and fix root causes.
Use Reviews To Show Courage And Recovery
- Be brave with public reviews: a mix of scores (around 4.2–4.4) looks credible and negative reviews are opportunities to demonstrate recovery.
- Respond publicly to low scores, offer fixes, and let future customers see your remediation.