The DOOM LOOP of Customer Service, Support and Experience

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)

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Other Recommended Playlists

Business Growth & Management Strategies Playlist
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Mason Duchatschek Show (Podcast Full Episodes)
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Mason Duchatschek Show (Podcast Shorts and Reels)
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About Our Company

Alchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.

We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement, and retention.

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