John DiJulius | Customer Experience Blog

More important Hiring or Training? Attitude Wars
January 22, 2015, 7:18 am
Filed under: Customer Service

The following is content taken from John’s newly released book The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) Which became an instant best seller on Amazon.


What is more important: Hiring or training? This topic is probably the oldest and biggest debate in Customer service. What is more important: How well you hire, or the training and culture you bring your new employees into? While both are very important, 75 percent is the Customer service training and service culture of your company. Do you really think that Disney has found and hired fifty thousand amazing service-minded people? There probably aren’t fifty thousand people walking the earth who were born to serve. Companies like Disney find good people and put them in such a strong service and training environment that doesn’t allow for or accept anything less than excellence. One of my favorite lines is, ‘that Walt Disney World organization doesn’t put their people in Disney, they put Disney in their people.’


Attitude wars – In a blog post titled “The Truth About the War for Talent,” author Seth Godin writes about how HR departments like to talk about engaging in a war for talent; however, it is really about finding good enough people at an acceptable rate of pay. What I like to call “reactively hiring anyone,” or “hiring anyone with a pulse.” Godin points out it shouldn’t be a search for talent-but rather a search for attitude:


There are a few jobs where straight up skills are all we ask for . . . What actually separates winners from losers isn’t talent, it’s attitude. And yes, we ought to be having a war for attitude . . . The best news is that attitude is a choice, and it’s available to all. You can probably win the war for attitude with the people you’ve already got.

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The 6 Components of a Customer’s Experience; True Gratitude
January 13, 2015, 2:38 pm
Filed under: Customer Service
Customer loyalty is your organizations strongest asset. 2015 has to be about how you are going to make your Customer Experience your distinct competitive advantage. Before you can move forward creating a strategy, your leadership team needs to give your Company’s Customer Experience a checkup to recognize your strengths and weaknesses. 
The Six Components of a Customer’s Experience 
In order to create brand loyalty and Customer evangelists, you must operate at a high level in six distinct areas of business and constantly evaluate your company’s Customer experience across each category: 
1. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more permanent or long term, that cannot be changed daily. 
2. Setting: Refers to the controllable setting you create daily. As Disney says, “Everything speaks from the doorknobs to the dining rooms sends a message to the guest.” The setting communicates a message about what you can provide your Customers. This isn’t always visual, it may be the music your Customers hear when they call and are placed on hold or the mood your web site creates. The setting reveals the characteristics of your business as they appeal to the five senses of your Customer: sight, sound, smell, touch, and taste. 


Top 8 eServices of 2014
January 7, 2015, 5:22 pm
Filed under: Customer Service
In case you missed it - The 8 most popular eServices of 2014 were the following. (I suggest printing them out, reading and sharing them with your management team.)


1. The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Make sure they are not being said by anyone at your organization. The 9 things your Customers do not want to hear


2. 10 stories how “policy” will kill brand loyalty – Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. Remove ‘Policy’ from your company’s vocabulary. 10 stories how “policy” will kill brand loyalty


3. How can you be the company your Customers cannot live without? The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant. How can you be the company your Customers cannot live without?


4. Call Centers are dead – Often the contact/call center is the only interaction Customers ever have with companies, which would then make sense that organizations should ensure they have an incredible experience. Unfortunately, that is typically not the case. Call Centers are dead

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3 Amazing Holiday Service Stories; The 3 must read books for 2015
December 17, 2014, 5:03 pm
Filed under: Customer Service

Need to get into the holiday spirit and be inspired to go Above & Beyond for your Customers? Check out the following three holiday stories:

1)     Christmas Flies to the Dominican Republic – WestJet has done it again. Last year the Canadian airline shocked travelers by asking them to share their Christmas wishes with an electronic Santa on their departing flights and had those gifts waiting for them by the time their flights landed. This year WestJet brought Santa Claus, snow, a ton of gifts — and most importantly — a Christmas Miracle to the people of Dominican Republic. Check it out!

2)     Police pull over drivers and give presents instead of traffic tickets – The Police Department of Lowell, Michigan, stopped unsuspecting drivers for minor traffic violations and then engaged with them about how their Christmas shopping was going and what their family would like for Christmas.  Listening in were Santa’s, who quickly went to local stores purchasing, wrapping and delivering the presents to the officer and detained driver within 15 minutes. In all, some 50 drivers received about 30 presents worth about $7,000 and most importantly, no tickets! You must watch this amazing surprise.

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Top 8 Customer Service Stories of 2014
December 9, 2014, 5:30 pm
Filed under: Customer Service

Top 8 Customer Service Stories of 2014 – Check out 8 of the best Customer service stories of 2014:


1.     The world’s friendliest restaurant - Tim’s Place is a unique, full-service restaurant in Albuquerque, New Mexico, serving breakfast, lunch and HUGS! Owner Tim Harris. was born with Down Syndrome, but that hasn’t stopped Tim from creating the world’s friendliest restaurant.


2.     Pilot buys pizzas for inconvenienced passengers - After sitting on the tarmac for a couple of hours, a Frontier Airline pilot decided to buy pizza for nearly 160 passengers out of his own pocket. Frontier Pilot buys pizzas for all passengers


3.     ATM (Automated Thanking Machine) -A bank thanks their most regular Customers in the most personalized and heartfelt way, by turning their ATMs into “Automated Thanking Machines”.

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9 Worst Customer Service Stories of 2014
December 3, 2014, 6:24 pm
Filed under: Customer Service

9 Worst Customer Service Stories of 2014 – Check out these nine Customer service fiascos of 2014:

9.     Manager fired for poor responses to negative reviews –  After receiving online complaints from Customers, a hotel manager posts responses such as “What do you expect for so little cash?” and “Thanks for your money, sucker. Long may the idiot line continue.” Manager fired for poor responses to negative reviews

8.    The 2014 Customer service Hall of Shame – See who made the 2014 Customer Service Hall of shame list compiled by 24/7 Wall St.

7.    Kids can be seen, but not heard – A restaurant banned guests with strollers, high chairs, or booster seats. In addition, it displayed a sign that read, “Children crying or making loud noises are a distraction to other diners, and as such are not allowed in the dining room.” Kids can be seen, but not heard
6.  Major league baseball team owner tells unhappy fans to stay home – The Colorado Rockies owner sent fans messages such as, “If the experience is that bad, don’t come to the games.” Major league baseball team owner tells unhappy fans to stay home

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The best ideas from the top Customer service thought leaders
November 19, 2014, 4:27 pm
Filed under: Customer Service

2014 Secret Service Summit – Two weeks ago The DiJulius Group presented our sixth annual Secret Service Summit. As expected, we sold out with about 550 attendees, the most we have ever had! We had an amazing lineup of speakers. Best of all was the energy in the room! A world-class Customer service conference is unlike any other. Everyone came to find out how to take the Customer experience to a world-class level. The passion in the room was indescribable.  If you were not able to attend, we captured the amazing content offered from the brilliant leaders, authors, and motivational speakers of the 2014 Secret Service Summit Audio Series.

What attendees had to say;

“Incredible. Absolutely incredible”

“It was an impressive event and still blows any other conferences out of the water! An inspiration.”

“I wish we brought more people. The value was great!”

“By far one of the best conferences I have been to. It gave me inspiration, tools to bring back, hope to transform our level of Customer service.”

“10 is not a high enough score. It was perfect!”


“Looking forward to next year. Always a memorable event!”

Read a full recap of some of the major takeaways from each of the presenters on TheDiJulius…


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