John DiJulius | Customer Experience Blog

Your employees need to do the LEAST | Winning in your “People” business
July 28, 2015, 4:48 pm
Filed under: Customer Service
Is your company Zero Risk? Zero Risk doesn’t mean your organization never drops the ball. What Zero Risk does mean is that when the ball is dropped, your employees (any employee) handles it appropriately and makes it right with the Customer. The Customer may now actually be more loyal than they would have been had everything gone as they expected. There are four key parts to being a Zero Risk company:

  1. Have a specific response protocol that all employees are trained to use for when Customer challenges occur.
  2. Know where your company drops the ball most often.
  3. Have systems & processes in place to reduce issues from happening.
  4. Have a service recovery system and tools that your employees can use to make it right when it does happen.

Response protocol that all employees are trained to use for when Customer challenges occur- This is the one I want to focus on in this article. Here is a test: Ask five employees what they would do if they encounter an upset Customer (the reason is not important). I guarantee you will get five different answers. It is key that all your employees know how to properly react and handle a situation when a Customer is inconvenienced and potentially upset. The key is that training needs to be easy to remember, effective and easy to implement. I have seen dozens of different protocols; my favorite that is both easy and effective is L.E.A.S.T.

Now hiring CXO | Burger & Fries chain sets performance bar | Summit Breakout topics
July 23, 2015, 3:53 am
Filed under: Customer Service
Now Hiring Chief Xperience Officer – For the last three years the fastest growing C-level position in the corporate world is CCO-Chief Customer Officer, also known as the CXO (Chief Xperience Officer). Today, many of The DiJulius Group’s consulting clients are looking to hire a CXO. If you know of any good candidates who have the qualifications and passion to lead a company’s Customer Experience, please have them send their resume to and we will share with our consulting clients who are looking to hire. Must be willing to relocate.

A burger & fries chain is a winner of the Malcolm Baldrige National Quality Award – The Malcolm Baldrige National Quality Award recognizes U.S. organizations in the business, health care, education, and non-profit sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by the President of the United States. This makes it all the more surprising that Pal’s Sudden Service was the first restaurant chain to win the coveted award. Pal’s Sudden Service outperforms all national burger chains in Customer satisfaction, health scores, Customer retention, order accuracy, drive through wait times and profitability. The company employs more than 900 people who are engaged in fulfilling Pal Barger’s Customer Service Vision by delighting every Customer – one transaction at a time.

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United gets A+ for crisis management | Chick-fil-A #1 | Cleveland Capital of CX
July 14, 2015, 3:10 pm
Filed under: Customer Service
United Airlines gets an ‘A+’ for crises management via social media – By now you’ve heard about United Airlines computer debacle that grounded their flights on Wednesday July 8th, impacting nearly 5,000 flights, and inconveniencing thousands of travelers. Talk about travel rage! That is about as bad as it gets. However, Social Media expert, Dan Gingiss wrote about how incredibly well United handled this crisis. In his blog, United Airlines Great Customer Service in the Midst of A Crisis, Gingiss details how well United communicated via social media during and after their grounded flights. They were honest and upfront, shutting down all outgoing marketing through social media. The last thing frustrated Customers want to see are marketing and promotional pitches. Gingiss points out, “What was most impressive was the 42-second apology video the airline posted on both Facebook and Twitter from Sandra Pineau-Boddison, United’s senior vice president for Customers, who demonstrated empathy, transparency, and helpfulness. She humbly apologized – not once but twice – and offered solutions to passengers who still needed to get to their final destination. This is the epitome of great Customer service.” This is an excellent case study for how companies need to handle a Customer service crisis versus sticking their head in the sand. 

Chick-fil-A set satisfaction score record – With the release of the American Customer Satisfaction Index ratings [PDF] for fast food restaurants, it probably doesn’t come as a surprise that Chick-fil-A is #1 with a rating of 86, the highest ever scored by a company in this segment. 

The Greatest Quote Ever Said | The Art of Exceeding Expectations
July 8, 2015, 4:36 pm
Filed under: Customer Service

Who said this? The first one to comment with the correct answer without clicking on the picture or googling the quote below wins a personalized copy of my newest book, The Customer Service Revolution! When you are done guessing and want to know who the author of this quote is, just click on the image below.


Can this quote apply to your business? I cannot think of a business, in any industry, that this quote isn’t what every leader would love for all employees to embrace. It applies whether the interaction is face-to-face, over the phone, via email; it even applies to support staff that only interacts with co-workers. 

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.” 

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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?

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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.

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