John DiJulius | Customer Experience Blog


The Currency for Millennials is Purpose; Mike Rayburn keynoting Secret Service Summit
June 30, 2015, 9:29 am
Filed under: Customer Service
Blame it on the youth – Due to the fact that technology has dramatically reduced face-to-face interaction, the younger generation has fewer inherent people skills than previous generations, which ultimately means lower Service Aptitude. As a result, managers and companies complain about how difficult it is to employ this new workforce, a workforce often blamed for why their companies deliver such poor Customer service. My experience has been the opposite, and it really goes against all conventional logic. First, I have found that, in my own two companies The DiJulius Group and John Robert’s Spa (150 team members), and in numerous world-class Customer service companies, a large percentage of frontline employees fall into the eighteen to twenty-five age range. Yet this same group of employees, employed at these excellent companies, deliver outstanding Customer service consistently! In many cases, the younger generation is better at delivering genuine hospitality than the previous generations, who grew up with less technology and therefore had more face-to-face human interaction. 

The purpose motive – If the younger generation grows up with less face-to-face interaction and as a result has weaker people skills entering the workforce in their early twenties, then how is it possible that certain some become world-class in Customer service? A Customer service vision statement provides purpose to your frontline employees, which is critical for having high morale in the workplace. Daniel Pink, best-selling author and the leading expert on what motivates people, shares what he calls the ‘purpose motive’, “The companies that are flourishing . . . are animated by this purpose motive. The kind of thing that might get you up in the morning and racing to go to work. So I think that we are purpose maximizers, not only profit maximizers . . . We can actually build organizations and work lives that make us better off . . . [and] that make our world a little better.” 



Progressive Insurance Masters Secret Service; Achieve Breakthrough Execution And Accelerate Growth
June 24, 2015, 4:50 pm
Filed under: Customer Service
What would you do if a homeless person offered you money? A man dressed up as a homeless person and tried to give people walking by him money. How they react and treat this gesture is shocking. Watch- What if a homeless person gave you money? 


Secret Service at Progressive Insurance – Having to bring your car in for repairs due to an accident is considered a grudge buy, and not something I want to do with my time or money versus a pleasure buy like Starbucks, John Robert’s Spa, or a vacation. Last week I had to drop off my car at a Progressive repair center for damage caused in an accident. When I pulled into the parking lot for my 11 am appointment, the Progressive Customer Service Rep came out to the parking lot to meet me and said, “Welcome Mr. DiJulius, we have been expecting you and have your loaner car all ready for you. We just need you to fill out some paperwork and you will be on your way.” Wow, what a nice surprise! There were a lot of Customers pulling in and out of their parking lot. How did she know who I was? I hadn’t been there before, nor have I ever seen her before?




BKIFG has Secret Service Day for employees, Dan Thurmon presents Off Balance On Purpose
June 17, 2015, 7:35 am
Filed under: Customer Service

BKIFG has a Secret Service Day for their employees – Benson Kearley IFG, an Insurance company headquartered in Toronto, Canada, whose long legacy of being world-class to their own Customers, is being featured in The Customer Service Revolution. However, they recently took experience to a new level for all their employees. As a result of sending their Secret Service Team (an internal group of employees that work on their Customer experience) to last year’s Secret Service Summit, this team came back inspired with great ideas to wow all their employees. The Secret Service Day for their employees had many incredible amenities from the moment employees arrived to work until they departed. As employees entered the building they had a red carpet, were greeted by the Secret Service Agents, and the leadership team handed them Orange Juice. When they sat at their desk, they received a really nice menu to select their breakfast, which was served to them by the SS team. Throughout the day they were able to play games around their Customer Experience, all the employees enjoyed a nice catered lunch, and they all got off work earlier than expected that day. As Shirley Deakin, ambassador for the Secret Service Team at BKIFG, says, “Not only was the day special and appreciated, it rang through the office for weeks. It resonated with them. They felt important, engaged and committed to their jobs and the company they work for.” Watch Shirley share in her own words the impact BKIFG’s Secret Service day had as well as what BKIFG’s Secret Service Team is all about.



Hug your Haters; Starbucks serving same-sex marriages support; Jay Baer keynoting
June 9, 2015, 12:20 pm
Filed under: Customer Service
Don’t copy Zappos’ ‘no-boss workplace’ just yet – The on-line retailer adopted a management philosophy called Holacracy, which is basically a boss-free company. Zappos has zero managers to oversee employees (who are supposed to decide largely for themselves) how they get their work done. Earlier this month, Zappos said about 14%, or 210, of its roughly 1,500 employees had decided Holacracy wasn’t for them, and they will leave the retailer. Employees say the new system has been confusing and time-consuming. Beyond initial snags, some employees wonder how they will win pay raises and advance their careers with no management track. Research shows that the value of flat organizations is mixed, though highly motivated workers who thrive on creativity generally are best suited for going bossless. The results at Zappos will be watched closely because the company has long embraced employee independence even while striving to meet exacting Customer-service standards. 



Your competition is not who you think
June 4, 2015, 1:33 pm
Filed under: Customer Service

Who is your real competition? If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. All they really are is the beneficiary of your lack of Customer loyalty. Whether you are a law firm, insurance agent, jewelry store, salon, or accounting firm, the comparison of your competition to you is really pointless. After your Customer receives a haircut, they don’t leave your salon and then go visit another one and say, “Wow, my salon is so much better.” Your firm’s client doesn’t hang up with you and call another accounting firm. After your Customers deal with you, they then interact with other businesses. They finish their errands, go to the dry cleaner, do shopping and make a few other calls to totally different businesses. All day long Customers are hearing “no,” “it is not our policy,” “too late,” “hold please,” etc.  What you want is for your Customers, when dealing with any other business, to feel like Dorothy from the Wizard of Oz –clicking her heels and saying,  ” I wish everyone else treated me as well as (your company).”

Continue reading full article on TheDiJuliusGroup.com…



Forget the Noise and focus on the Experience
May 28, 2015, 10:29 am
Filed under: Customer Service
Don’t let the Noise distract you – Every business in every industry has noise, and the vast majority of businesses get distracted by it and lose focus of what is truly important to the Customer. Noise is what is going on that is out of your control: the economy, government regulations, competition that is heavily discounting and not playing by the same rules. In the cab/limo industry it is Uber, in the hotel & resort industry it is Airbnb, in retail it is on-line and Wal-Mart, in the salon industry it is the booth rental salons. Most companies waste their time on trying to figure out how to prevent these companies from entering their markets through lobbying against them, and eventually they just become the victim of pricing wars. 

Forget your competition and focus on the Experience – The majority of the time if the Customers were receiving a great experience, the industry wouldn’t be so ripe to attack. When was the last time you had a great cab ride experience? Enter Uber. World-Class Customer service companies spend zero time on what their competition is doing; they focus on how to deliver the best possible experience, constantly raising the bar, so they are not vulnerable to price wars. Here is what Jeff Bezos, CEO of Amazon has to say: “When given the choice of obsessing over competitors or obsessing over Customers, we always obsess over Customers.” 


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What Happens in Your Organization When Someone Says ” I Quit”?
May 19, 2015, 4:36 pm
Filed under: Customer Service

The following is written by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group

On a recent Linked-In post, Fred Reichheld wrote a very entertaining and insightful article about the right way to treat employees when they quit your organization. The article titled, “Four Reasons Not to Be a Jerk When Employees Say Goodbye,” focuses on how you should treat departing employees, along with some pretty compelling reasons as to why. For those of you who do not know, Fred is the creator of the Net Promoter System, as well as an author and sought after speaker on the subject of loyalty.

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