Apple PodcastsSpotifyAmazon MusicYouTubePandora

Customer Service Excellence.

How to deliver Customer Service Excellence at your small business, with Micah Solomon one of the world’s leading experts on customer service.

Micah Solomon - Customer Service Excellence.

Micah is a Customer Service expert, and on this episode of The How of Business podcast he shares his vast experience helping companies deliver great customer service. He also shares actionable tips and advice from his latest book, “Can Your Customer Service Do This?”.

Micah Solomon is one of the world’s leading experts specializing exclusively in customer service, company culture, hospitality, and customer experience.

Named “the world’s #1 customer service turnaround expert” by Inc.  Magazine, he’s been cited by The Financial Post as “The New Guru of Customer Service Excellence.”

Micah and his team have worked with such notable clients as Audi, Merck, Walmart, Microsoft, Operation Smile, the Cleveland Clinic, the NFL Players Association, MoMA, Wharton School of Business, Auberge Resorts Collection, and Six Flags.

A business leader and entrepreneur himself, Micah built his own company into a market leader in the manufacturing and independent entertainment field, and he was also an early investor in the technology behind Apple’s Siri.

Micah lives in Seattle with his family.

Customer Service Excellence:

  • Why did you decide to focus on customer service?
  • Can Your Customer Service Do This? – Create an Anticipatory Customer Experience that Builds Loyalty Forever”
    • Who did you write this book for?
    • What do you mean by an “Anticipatory Customer Experience that Builds Loyalty Forever”?
    • A loyal customer is your best form of marketing.
    • Why is “good” not good enough?
  • Please introduce the “Gold Touch” customer service method that five-star companies in hospitality and other high-touch industries use to increase customer engagement.
  • How do I begin to transform an angry, upset, “I’ll never use you again!” customers into true company loyalists with the principles of customer service recovery or the service recovery paradox?
    • Service Recovery Framework: M.A.M.A
      • M = Make time to listen.
      • A = Acknowledge and apologize (if necessary)
      • M = Meeting of minds (between you or the employee and the customer).
      • A = Act.
  • Is it possible to deliver great customer service with hourly wage employees?
  • What are the keys to effective customer service training for my staff?
  • You spend a chapter on the right and wrong language to use in customer service. What are some of the phrases to avoid, and what can replace them?
  • Please share an example of what amazing customer service looks like to you.
  • As a business owner, where should I start to improve customer service at my business?

Episode Host: Henry Lopez is a serial entrepreneur, small business coach, and the host of this episode of The How of Business podcast show – dedicated to helping you start, run and grow your small business.


Books mentioned in this episode:
[We receive commissions for purchases made through these links (more info)].

Other Podcast Episodes:

Customer Service Episodes

You can find other episodes of The How of Business podcast, the best small business podcast, on our Archives page.


This episode of The How of Business podcast is sponsored by Relay.

Relay - online banking and money management.

Special offer for The How of Business listeners, sign up for Relay using this link and you’ll also get $50 added to your account once you fund your new account.

This episode of The How of Business podcast is sponsored Relay. Relay is an online banking and money management platform for small business.

As a small business owner, you need banking that’s truly built for your small business. No more fees. No minimum balances. No more bookkeeping problems come tax season. And no more branch visits to complete basic banking tasks.

Now you can take control of your money with Relay, an online banking and money management platform that puts you in complete control of your cash flow.

First, there are no account fees, no overdraft fees, and no minimum balances, which means you get to keep more of your hard-earned money.

And Relay is the official banking partner for Profit First. So you can set up multiple checking and savings accounts and automate their percentage-based allocations using smart transfer rules.

Relay also allows you to:

  • Make unlimited payments via ACH, wires or checks.
  • Earn interest on every spare dollar with Relay savings accounts.
  • Provide secure, read-only access to your accountant and bookkeeper.
  • And speed up bookkeeping with reliable bank feeds that sync directly into QuickBooks Online and Xero.

Best of all, it takes less than 10 minutes to apply online and it’s absolutely FREE!

Special offer for The How of Business listeners, sign up for Relay using this link and you’ll also get $50 added to your account once you fund your new account.

Relay customer deposits are FDIC Insured through their partner bank, Thread Bank, member FDIC. Relay is a financial technology company, not an FDIC-insured bank. Banking services and FDIC insurance provided through Evolve Bank & Trust and Thread Bank; Members FDIC. The Relay Visa® Debit Card is issued by Thread Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa® debit cards are accepted.

We have received compensation from this sponsor partner. We only accept sponsorships from companies who we believe provide products and services that are valuable for small business owners.

Leave a Reply

Your email address will not be published. Required fields are marked *