Hyken ’78 Inspires Moments of Magic

Country Day alumnus and current parent Shep Hyken ’78 was a special guest during a special Late Start meeting on October 12. He gave a thoroughly entertaining presentation designed to inspire faculty and staff to build loyal relationships with their “customers (parents, students and alumni] and with their colleagues. Hyken is a New York Times best-selling author and internationally renowned motivational speaker who uses magic, humor and candor to emphasize the importance of creating “moments of magic” in daily interactions.

He said to faculty and staff, “Every person in this room has the ability to influence the customers of this School – parents as well as students who will become alumni – to come to MICDS, to want to remain here and also want to return after graduation.” The goal, he continued, is to do what it takes to give customers an experience that goes well beyond the average, noting the key distinction between satisfied customers and loyal customers. “Customers are not always right,” he acknowledged, “but when they are wrong, they must be treated with dignity and respect.”

Hyken went on to offer tips for creating “moments of magic” that included ensuring great first impressions, showing enthusiasm for one’s work, striving for clear communication, consistently giving one’s best effort, and showing appreciation for the work and contributions of colleagues, parents and students.

To learn more about Hyken’s work, click here.