Constantly Upgrade – This is about a consistent effort; always trying to be your best – taking it to a step further, to the “next level”, always trying to “notch it up.”


Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one.  In Vegas he went from the Golden Nugget, toTreasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore.  Each time it was his goal to make the new hotel and resort better than the last.  Mr. Wynn is one of the richest men in the world, and his philosophy of constantly upgrading is one of the reasons.  He’s an excellent businessman that knows how to amaze his customers with service, style, elegance and more.


Just three (there are many more) benefits of a consistent effort to upgrade are:

  1. The obvious effort boosts customer confidence.
  2. Customer confidence turns into repeat business and eventually loyalty.
  3. Organizations operating at this level usually foster employee loyalty.


Think about how you can incorporate Steve Wynn’s philosophy into your business.  What can you do to be better than before?  The ultimate is when you are so good at what you do that just meeting your customers’ expectations will make them say…  “Amazing!”  And, yet you still keep trying to improve!



Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email:  Web: For information on customer service training, go to


Comments are closed.


Who do you think will win in the Monday Night BCS game?

  • The Tide (57%)
  • The Irish (43%)
Loading ... Loading ...