In this episode, Paul interviews the customer service expert Shep Hyken. Shep shares his thoughts on creating a better and more convenient experience.  Show Notes: Whether it’s performing magic or creating a magical experience, customer service requires gratitude and feedback. “It all started with a thank you note.” “Reach out to your customers in tough times, with nothing specific to sell, just to let them know you are thinking of them.” Our current reality forces us to pivot from what we could do yesterday to what we can do today.  The key to creating a better experience is convenience. Great companies are easy to do business with. Think of all the roadblocks you can remove.  There are six key principles to create a convenient experience. “The most important principle is reducing friction.” “Do what you can to make it about them, not you.” The message should be personal to that individual customer.  There is adaption then adoption. People are accepting. “We’ve gone 3-5 years into the future in 3-5 months.” Gratitude is critical. Every day find something you’re thankful for, personally and professionally. There are so many good things happening, and you have to be cognizant of it. Or negativity will beat you down.   Click here to see Shep’s TV show, Be Amazing or Go Home! Click here to purchase The Convenience Revolution! Click here to visit with Shep’s website for more great content! Click here to purchase the latest copy of Value-Added Selling! Register for Andrea Klunder’s Launch Your Podcast class from The Creative Impostor Studios at http://www.thecreativeimpostor.com/qandalaunch. This virtual training is Thursday, August 13th, 7:00 pm CST. *** Our show is updated weekly with the questions you ask. So, please go to the home page, subscribe, share it with your friends, but most importantly, ask the question that you want answered.  The Q and A Sales Podcast is edited by The Creative Impostor Studios.  Thank you for tuning in. Make it a big day.