Is automation killing your customer service—or making it better?
According to Shep Hyken, NYT & WSJ bestselling author, customers are totally fine with automation, voicemail, or text options as a first step—as long as they know they can reach a real person who can actually help them when needed.
Patty Penny is the founder of Penmac, once the largest woman-owned business in Missouri. She gave her personal cell number to customers—and I do the same.
Why? Because real customer loyalty isn’t just built on convenience—it’s built on access, trust, and example-driven leadership.
Employees knew Patty’s customers could reach her directly. That awareness alone inspired them to go above and beyond.
This episode dives deep into how businesses can strike the perfect balance between tech efficiency and human connection—without wasting customer time.
Key Takeaways
✅ Customers are okay with automation—if it’s not a dead end.
✅ Easy access to real humans creates customer confidence and loyalty.
✅ Empowering customers with options shows respect for their time and intelligence.
✅ Customers value being heard—and being helped quickly and easily.
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 service, employee engagement, and business success, take the Workforce Alchemy Challenge—absolutely 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
Twitter/X: https://x.com/WorkAlchemist
#CustomerExperience #CSX #CustomerService #CustomerSuccess #CustomerSupport #WorkforceAlchemy #ShepHyken #MasonDuchatschek
According to Shep Hyken, NYT & WSJ bestselling author, customers are totally fine with automation, voicemail, or text options as a first step—as long as they know they can reach a real person who can actually help them when needed.
Patty Penny is the founder of Penmac, once the largest woman-owned business in Missouri. She gave her personal cell number to customers—and I do the same.
Why? Because real customer loyalty isn’t just built on convenience—it’s built on access, trust, and example-driven leadership.
Employees knew Patty’s customers could reach her directly. That awareness alone inspired them to go above and beyond.
This episode dives deep into how businesses can strike the perfect balance between tech efficiency and human connection—without wasting customer time.
Key Takeaways
✅ Customers are okay with automation—if it’s not a dead end.
✅ Easy access to real humans creates customer confidence and loyalty.
✅ Empowering customers with options shows respect for their time and intelligence.
✅ Customers value being heard—and being helped quickly and easily.
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 service, employee engagement, and business success, take the Workforce Alchemy Challenge—absolutely 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
Twitter/X: https://x.com/WorkAlchemist
#CustomerExperience #CSX #CustomerService #CustomerSuccess #CustomerSupport #WorkforceAlchemy #ShepHyken #MasonDuchatschek
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Lifestyle