John DiJulius | Customer Experience Blog


Lebron delivers World-Class service To Cleveland

 

The Shocking Decision – By now you have heard that LeBron James is headed back to play for the Cleveland Cavaliers, the place he grew up. Like LeBron, I love Cleveland, it is my home and I am very proud of it. However, to be honest, I never thought Cleveland had a chance to get LeBron back. Why would he return? Why would he choose Cleveland, Ohio, over Miami, Florida? The contract was exactly the same. Miami is thought of as one of the best cities in US, and Cleveland is stereotyped as one of the worst. Miami has the better weather, nightlife, and beaches. Miami has been to the NBA finals the last four consecutive years and has won the championship twice. Cleveland has not won any championship in any major sport since 1964. Seems like an easy decision for any professional athlete, especially one like LeBron who could be considered the best of all time; that is if he wins several more championships. So you can see my total shock when he announced he was coming back to Cleveland.

 

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Customer Experience is the new Marketing

Customer experience is the new marketing – Delivering a great Customer experience means that Customers do the marketing for you. In an article, “Customer Experience: Marketing without Marketing,” Annette Franz Gleneicki shares how having this community of loyal fans can save your brand thousands of dollars in marketing. Your company can focus on making the product, service and experience better and not use as many resources to constantly attract new Customers. Gleneicki quotes Robert Stephens, founder of Geek Squad, “Advertising is the tax you pay for being unremarkable.” I love that quote!

 

Read full article…

 



How to make Customers fall in LOVE with your brand

Biggest Advantage – Let’s talk about a word that is not used regularly, or comfortably, in the corporate world. That word is LOVE. While it isn’t spoken, it is what all executives want: People to LOVE their brand. They want their employees to LOVE working for them. We all want our Customers to LOVE us. Think about the top brands in the world: people don’t buy from Starbucks, they LOVE Starbucks. People LOVE Apple, Zappos, Nordstrom, Chick-fil-A, and Amazon. Think about the companies you personally would never stop doing business with? You may LOVE your hairdresser, or your account executive, manufacturer/distributor; you might even LOVE your banker or lawyer (crazy as that sounds).  What makes you LOVE a service provider or business? What did they do to make you LOVE them? How many of your Customers would make heart-shapes about your brand? I LOVE the phrase “Out-LOVE your competition.” Out-Loving your competition is the most distinct competitive advantage a company can have. When enough Customers LOVE your business, you have just made price irrelevant. What do we have to do to make our Customers LOVE us and our businesses?

 

You have to LOVE them first – LOVE has to start at home. In business terms, that means internally  treating your employees with world-class service. What is felt on the inside will be felt on the outside. All relationships begin with a connection. It may only be momentary  (your heart skips a beat) possibly originating out of the first three of the Five E’s (eye contact, enthusiastic greet, and ear to ear smile). It grows a little bit more when a conversation is had, executing on the final two E’s (engage and educate). Through this interaction, the Customer realizes it is not about the sale, rather you are truly interested in what’s best for them. Interest and trust has been created.  However, emotional connection isn’t made until the business demonstrates genuine care and interest in more than just their pocket book. Falling in LOVE with your brand is not possible until the Customer feels that it is all about them, that they are the most important person in the relationship. The business needs to take the time to learn about them, using Customer intelligence, their FORD — about their Family, Occupation, Recreation and Dreams.  Due to the relationship you have created, the Customer cannot recall how they ever got along before you were in their life and could not imagine a world without your business. You now have a brand evangelist.

 

What we need is LOVE - Let’s teach what kindness looks like, in business, in family, communities and schools. Have employees learn about caring for others with no hidden agenda to make a sale or profit. Teach them how to display genuine hospitality.

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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Amazon pays employees to quit, Starbucks Tweet-a-Coffee, NY Restaurant provides Secret Service

NY Restaurant provides Secret Service – The maître d’ at New York’s Eleven Madison Park has created a fascinating way to provide Secret Service and make an emotional connection with guests. He Googles guests who have reservations at the restaurant, searching for Customer intelligence such as where they are from, birth date, profession, anniversary, so he and his employees can personalize the experience from the moment the Customer walks thru the door.

 

Tweet-a-Coffee – World-Class Customer service companies make it extremely easy for their Customers to do business with them. This means they make it extremely easy to spend more money with them.  For example, Starbucks has launched Tweet-a-Coffee, allowing Customers to purchase a coffee for anyone, anywhere via twitter by tweeting @tweetacoffee and then the person’s twitter handle.  Within seconds, a $5 gift card (or tweet) has been given and can be redeemed the next time the recipient goes to Starbucks.  How easy is it to do business with you?

 

Amazon copying Zappos’ paying employees to quit – In his annual letter to shareholders (page 3, paragraph 6), Amazon founder and CEO, Jeff Bezos, announced his Pay to Quit program, offering employees a quitting bonus to leave Amazon. Each employee gets the offer once a year. The first time, it’s for $2,000. The offer increases by $1,000 each year thereafter up to a maximum of $5,000. Sound familiar? Tony Hsieh, founder of Zappos, the online retailer, acquired by Amazon back in 2009, invented this concept.  He refers to it as, “The Offer.” Why are world-class Customer service organizations such as Amazon and Zappos offering incentives and making it easy for employees to leave? Bezos says it well, “In the long run, an employee staying somewhere they don’t want to be isn’t healthy for the employee or the company.” World-Class Customer service organizations are not for everyone, nor should they be. They are for a small percentage of people who buy into that company’s vision and are willing to work harder and be more committed to seeing that the vision gets realized. This Pay to Quit program also turns the table on the company and its leaders. Once a year employees get a chance to evaluate where and whom they work for, which puts pressure on management to continue to strive to create a great company culture.

 

Pre-shift Huddles that work – The Maids International, based in Omaha, Nebraska,is a professional home-cleaning service with franchisee locations all over the United States. In an effort to encourage consistent, constructive huddles, each location received a “Brilliant at the Basics” laminated poster.  The poster can easily be hung in any area of an office, and then re-used daily with a dry erase marker.  It guides huddle leaders through TMI’s three pillars, gives an opportunity to discuss specific quality issues, and lastly has an area to celebrate recent Above and Beyond behaviors.  At very little cost, TMI has developed a customized huddle format, which has been deployed across the organization. Also, TMI has announced a fun way to ensure this new tool is being used.  They are holding a video contest seeking the best huddle.  TMI locations are encouraged to video tape what they consider to be their best version of a huddle.  Prizes will be awarded to the winning team.  What a fun way to encourage usage of this effective tool on a daily basis!  See TMI walking the talk.

 

Jack Daly’s new book - A sales guru and past keynote speaker of The Secret Service Summit, Jack Daly’s newest book and soon to be bestseller, Hyper Sales Growth, was released Tuesday, April 22, 2014. Jack knows sales and how to help companies grow. Hyper Sales Growth dives into three critical areas: Building a winning culture in your business, Sales Management, and Sales success. I promise that if you will take the time to read it and take action, your business will grow and achieve a greater amount of success. 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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5 steps to a successful Customer service initiative

Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team frustrated and cynical and the employees skeptical about what is the next program of the year, flavor of the month, or management by best seller.

  1. Create it – Whether your are creating your Customer Service Vision, your Non-negotiable Standards, Secret Service Systems, or your Service Recovery (Zero Risk) Protocols, you need to have a team that is tasked with this project. They are most commonly known as a steering committee, ideally composed of 12-18 people. This group should not be all management personnel, rather representative of nearly every department the company has, as well as some front-line employees. This will ensure the group as a whole is working for the best interest of the entire company.  This project also needs to have a leader, a champion (CXO), someone who reports to the CEO/President and will lose sleep at night over the success of this project at every stage; not just in the short term, but 6-18 months from now. When creating an initiative, the project champion needs to get the steering committee together for a workshop initially, and a follow up at a minimum. Homework and exercises need to be created to create the absolute best outcome possible. In between physical meetings, the project leader will need to manage regular communication between the steering committee through emails, conference calls and webinars to ensure everyone is collaborating and staying on target with outcomes and deadlines.
  2. Sell it – Creating your initiative can be exhausting. It should be exhausting, otherwise it won’t be taken seriously. Now the hard work starts. The only thing that is nearly as important as executive sponsorship is front-line sponsorship. Here is where a major mistake is commonly made. The steering committee can assume that everyone in the organization will have the same passion and commitment to this initiative, but no one else outside of the steering committee has been immersed in it for weeks, debating with passion what will help take the company to the next level. So there is typically a dis-connect between the group that gives birth to the project and the audience (rest of the organization). That is why it is so important to have a launch that gets everyone on board and able to understand why this initiative is so important to the company’s success, the Customers’ well-being, and employees’ future. A launch involves communicating with everyone, and in that launch, there needs to be a story told. Every story has a villain and a hero. The villain is what’s wrong with the way it is currently being done. The villain may be the competition, the status quo, price cutters, or the pain the Customers are experiencing. The hero is easy; the hero is our initiative and how it will change the company, the industry, our Customers’ lives, and solve their problem. You have to be able to sell the purpose of your initiative to all your employees and get them to rally around it, rise up to defeat the villain.
  3. Implement it – This is where most plans, projects and initiatives fail — at the implementation phase. You can create the greatest idea and get everyone to rally around it, but if you don’t have a solid implementation plan, it will be another good idea that never amounted to anything, because no one made sure there was a plan to roll it out effectively after the pep rally. Implementation is a roll out calendar of phases: crawl, walking and running. This calendar needs to be timed with training and support materials. This is also where creating an extension to the steering committee comes in, i.e. Secret Service Agents, who are traditional front-line employees who help roll out the initiatives and act as front-line ambassadors.
  4. Measure it – Just like the project leader needs to lose sleep at night over the success, now every department, manager, and employee needs to know the key metric that measures the success of this initiative, i.e. retention rate, number of referrals, resign rate, closing ratio, conversion rate, Customer satisfaction score, or NPS. Not only do they need to know what it is, but what it has to be, and they need to see it daily and know exactly what impacts it. Management and employees need to obsess over this metric. The ones hitting the goal need to be celebrated loudly, the ones who are underperforming need to be coached and convinced that this is the way we are operating now and forever. Live it, love it or leave it.  
  5. Sustain it – Be relentless. There is no ribbon cutting ceremony for a world-class Customer service organization. You never arrive; you just need to keep improving. And steps 1 thru 4 need to be constantly repeated, even for the same initiative. Customer service systems evolve, some things work, many things need tweaking, better training, support, technology, better communication, and awareness. The steering committee needs to continue to meet regularly to develop new systems as well as evolve the existing ones, constantly evaluating progress and defects. Most of all, all the work done and rolled out needs to be part of the new employee orientation and training so the future generations get it, provide consistency and understand the legacy the company is built on.  Then your company’s Customer service will be your single biggest competitive advantage. 

 

Johnism

 

There’s only one boss, the Customer, who can fire everybody in the company
 from the chairman on down, simply by spending his money somewhere else

  ~Sam Walton                    

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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Matthew McConaughey’s hero

 

‘3 things I need in my life every day’ - This was the theme of actor Matthew McConaughey’s Academy Award acceptance speech for Best Actor in a Leading Role for his part in Dallas Buyers Club. He needs “Someone to look up to, someone to look forward to, and someone to chase.”  My favorite part was the person he is chasing. “I am chasing my hero…my hero is me in 10 years. Every day, every week, every month, every year of my life, my hero is always 10 years away. I am never going to be my hero, I am not going to attain that, I know I am not. That’s just fine with me, because that keeps me with somebody to keep on chasing.”  It is well worth the three and half minutes to watch McConaughey’s acceptance speech.

 

Virtual engagement – One big trend I see becoming a critical tool in helping Customer service reps, call centers, and anyone who uses conference calls to build stronger relationships — is virtual calls.  Picture your Customers having the ability to click a button on your website to have a Skype call with your employees. It may only be one way, where the Customer can see the employee only, or two- way where they can see each other. Regardless, seeing someone face-to-face forces employees to stay engaged, ensure they will not be distracted by anything else, increase the amount of smiling and overall friendliness.

 

‘I gave my best’ – This may sound mean or unsympathetic, but one of my least favorite sayings is ‘I gave my best’. To me it is an unacceptable crutch; I don’t want to hear it. My personal feeling is when the goal is to accomplish greatness, go where no one or team has gone before.  I wasn’t asking for your best effort; your best is what you WERE capable of in the past, previously. I was expecting you to figure it out, try 1,000 ways, and if need be, try another 1,000 ways.  Innovate, lose sleep, get around it, find loopholes, research, sweat like you never have before. Every extraordinary accomplishment, invention or revolution was not a result of someone giving his or her best. Somehow that person or group found a way to do what no one else could do, they did the impossible, they did what no one had ever done before. The real issue is not the effort that is in question at the moment or during the event, it’s the effort leading up to it. Whether you win or lose, get the sale, or ace the test, it is all determined in the effort given in preparing for the event. Every match is determined long before the contest happens. So the next time you fail, before you want to make yourself feel better by saying, “I did my best,” consider whether you did your best in the preparation. The actual effort given in the event has the least to do with the outcome.

 

 

Johnism

 

 Many times the cheaper the Customers go, the more it costs them.

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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Top 8 reasons why your Customer service may be failing

The top 8 reasons why your Customer service may be failing 

 

1. Lack of Executive Sponsorship - It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team. Otherwise it will be considered flavor-of-the-month or management-by-bestseller. The senior leadership team has to provide the necessary resources to create long-lasting change. Customer service has to be as important as finance, sales, operations, and technology. It needs to be talked about at board meetings and strategic planning sessions, with leaders and everyone else in the company including front-line employees. See past eService Executive Sponsorship

 

2. No CXL - Regardless of your company’s size, someone in your organization has to be the Customer Xperience Leader; the person in charge of the Customer experience for the entire company. I am not talking about the Customer service reps or call center. That person should not be the President, CEO or owner, but someone who reports directly to him/her. 

 

3. No CX community - One of the most effective initiatives developed by our consulting clients is an internal Secret Agent Team, made up primarily of non-management staff, to support the Customer service initiatives and help gain momentum throughout the front-line employees. See past eService Secret Service Agents 

 

4. No key metric - Companies need to see the impact that Customer satisfaction has on their key metric drivers (i.e., Customer retention, average ticket, re-sign rates, referrals, average contracts, frequency of visits). This demonstrates the ROI, as well as allows management teams to hold employees accountable for providing a great Customer experience at every level of the organization. Measurement tools can be anything from Customer surveys, third-party companies that measure Customer satisfaction, secret shoppers, to statistical benchmarks (such as the average ticket or the number of referrals. These provide a benchmark to measure the impact of the new systems and to determine whether they are being consistently executed. 

 

5. Your business is not special - If you ask 100 leaders why delivering superior Customer service is so difficult, you will hear the same answers over and over again: “Our business is unique.” “In our industry it is so hard to find employees, let alone ones who care about service.” “We can’t afford to pay enough to get quality people.” “We have a totally different Customer, it is much more difficult.” Every business is dealing with the same dynamics, trying to un-commoditize their service or product from all their competitors and not get sucked into price wars. 

 

6. Lack of hospitality training - On average, a company devotes more than 90 percent of its training to hard skills (such as technical and operational skills and product knowledge) and less than 10 percent to soft skills (such as hospitality, relationship building, service recovery, and experiential training). 

 

7. Low Service Aptitude - The quality of your Customer service comes down to the Service Aptitude of every employee you have. From the CEO to the account executive, sales clerk, call center, receptionist, corporate office support team, to every front-line employee — it’s all about Service Aptitude!!! No one is born with it; it is not innate. The vast majority of the workforce has extremely low Service Aptitude. It is not the employees’ responsibility to have high Service Aptitude, it is the company’s job to teach it to them. See past eService Service Aptitude

 

8. Lack of purpose motive - Too many companies underestimate the power a purpose provides to front-line employees, which is critical for having high morale in a workplace. See past eService Purpose maximizers & Service Vision

 

 

Johnism

 

Companies spend millions creating and advertising their brands,
yet the Customer’s experience is what drives Customer loyalty
 

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.



Anytime Fitness #1; CVS makes brave decision which costs billions in sales

CVS stops selling cigarettes, forfeits $2 Billion in sales - CVS, the largest pharmacy chain in the US, made the courageous choice to stop selling cigarettes and other tobacco products in all their nearly 8,000 stores.  “We’ve got 26,000 pharmacists and nurse practitioners who are helping millions of patients each and every day,” said Larry Merlo, the chief executive of CVS Caremark. “They manage conditions like high blood pressure, high cholesterol, and diabetes – all conditions that are worsened by smoking. We’ve come to the decision that cigarettes have no place in an environment where healthcare is being delivered.” Why has no other drugstore chain ever done this before? Considering this decision will cost CVS $2 billion in sales, we say,  “Kudos to CVS.” Read the entire story.

 

Anytime Fitness #1 Franchise – The DiJulius Group is proud to announce that one of our consulting clients, Anytime Fitness, was ranked No. 1 by Entrepreneur magazine’s annual “Franchise 500″ list. Anytime Fitness is the world’s largest and fastest-growing co-ed fitness club chain. It was also recently named “One of America’s Most Promising Companies” by Forbes magazine, as well as the “Best Place to Work” by Minnesota Business magazine two years in a row. I haven’t worked with too many companies that can rival the amazing culture created by co-founders Chuck Runyon and Dave Mortensen. Nearly 1500 employees are sporting an Anytime Fitness logo tattoo. The purpose of Anytime Fitness is ‘to improve the self esteem of the world.’ In 2014, The DiJulius Group is helping Anytime Fitness launch their new Customer Service Vision statement to all 2,500 clubs around the world: Surprisingly Personable Experience.  Their pillars to the service vision statement are Care~Coach~Connect.

 

 

 

The Meaning of Yes – Stephen J. Cloobeck, Chairman and CEO of Diamond Resorts International, uses the mantra ‘The Meaning of Yes’ for his entire company as a relentless commitment to Customer service. While it applies to the hospitality industry, it is applicable to all businesses industries. This is so timely, given that too many businesses offer transactional, impersonal, lackluster or unhelpful Customer experiences.  Watch Cloobeck’s interview about DRI building their brand around ‘The Meaning of Yes’.

 

 

Johnism

 

 It is not employees’ responsibility to have high service aptitude;
it is the company’s to give it to them.

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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Top 7 eServices of 2013

In case you missed it - The 7 most popular eServices of 2013 were the following. (I suggest printing them out, reading and sharing them with your management team.)

 

 1.     The Next 30 Years - I had the honor of being asked to present at my high school’s 30th reunion. I hope you enjoy this and find some things here that are applicable to your life’s journey. The Next 30 Years

 

 2.     11 Rules to a World-Class Customer Service Mindset - This list is the acid test if you, the leader, truly want to create a world-class service culture.  You must have the following mindset; 100% with no wavering. If any of these 11 rules are difficult to swallow or you don’t fully agree, you are not yet there. 11 Rules to a World-Class Customer Service Mindset

 

 3.     No problem is a Big problem - The biggest street slang terms used in every business today are the responses, “no problem” or “not a problem.” Find out why No problem is a Big problem

 

 4.     To Change the world by creating a Customer service revolution - 

 

  

We are so proud of the fact that hundreds of organizations all over the world have adopted this as their vision of how they want to build their business and distance themselves from the competition. However, for it to be truly successful, for it not to be just another mantra, annual theme, platitude, or flavor of the month, it is critical you understand what creating a Customer service revolution really means.  Breaking down the definition of Changing the world by creating a Customer service revolution — to its core.

 

 5.     Email Never & Always standards - We’ve noticed since helping our clients create and roll out these non-negotiable standards, that it’s lacking for people who work in jobs where they mostly communicate electronically, i.e. via email (corporate home office, internal support positions, Customer service reps, etc.).  So the following are examples from some of The DiJulius Group’s consulting clients’  Email non-negotiable standards.

 

 6.     Nine worst Customer service retailers - The good news is, Customer satisfaction with retailers is at an all-time high.  The bad news is, some well-known brands are not pleasing their Customers. Check out who the nine retailers with the worst Customer service were.  Are you surprised by who is on the list?

 

 7.     To be the most Customer-centric company in the world - I love Amazon.com both as a consultant and Customer of their world-class service! They are one of the top 10 Customer service companies in the world. Jeffrey Bezos, Amazon’s founder and CEO, is fanatical about the Customer experience. Most Customer-Centric company in the world

 

2014 Secret Service Certification Schedule Announced – Apply to the most coveted Customer Experience Certification Classes of 2014.  Learn how to train your team, your company, your clients on how to become world-class Customer experience providers regardless of industry or size.  When you become certified, you’ll receive the tools used by the top Customer service companies in the world!  Learn more.

 

  

Johnism

 

Do not ask the Customers what they want, give them something that they cannot live without.
 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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10 WORST Customer service stories of 2013; WestJet airlines delivers Secret Service

#10 –  Wanna see a bank teller? It will cost you. Some banks now want you to pay for face time as more institutions are charging fees for interacting with a teller.

 

#9 – DirecTV charges Customer $400 for equipment after a devastating wildfire destroyed their home.

 

#8 – Several major credit card companies have to return a combined $425 million to consumers, primarily for misleading sales tactics

 

#7 – Too Fat To Tan. After a woman purchased a tanning package, she was told she was too fat to tan at a tanning salon, and the salon would not give her a refund.

 

#6 – Lululemon, an athletic apparel retail store, sold yoga pants that were see-through. It got worse! When women came back to the store to return the too-sheer yoga pants, the Customers were asked to try on the pants and bend over in front of sales associates, who would assess them before a return was permitted.

 

#5 – A pizza driver gets on an elevator, opens a pizza box, proceeds to eat several toppings off the pizza, then closes the box back up and delivers the pizza to the Customer.

 

#4 - Retail store Charges Customers a $5.00 ‘Just Looking’ Fee.

 

#3 - A young boy, who has an asthma attack , is refused a 9-1-1 call because it is against their policy to let Customers to use their phone.

 

#2 – Company fines for negative online review. This company built a clause in their “Terms and Conditions” at the time of sale that, if accepted, prohibits any Customer from posting anything negative about the company.

 

#1 -  Restaurant sends consumer an invoice for restroom visit. A restaurant in Houston, Texas area sends a woman, who used their restroom, a bill for $5.00 for using their restroom. 

 

WestJet Airlines delivers the Ultimate Secret Service Christmas Surprise – Canadian based airline WestJet sets up electronic Santa chat boxes in terminals at airports. Travelers are entertained while chatting with Santa, as parents and kids alike tell him what they want for Christmas. However, it didn’t stop there. While the flights were in the air, WestJet shoppers pick up everybody’s Christmas wishes, from “socks and underwear” to “a big screen TV.” When they get to baggage claim, instead of their luggage, travelers were greeted with big blue boxes with their names on the front and their dream Christmas gifts inside. You have to watch it to believe it! 
 
 
What better way to say Happy Holidays than “What’s The Secret?” –  This season gift your clients a signed copy of my book with this one of a kind holiday offer: 10 books for $150 Nothing says “you care about Customer service” more than the gift of this signed copy of the book that is changing the world of business.  To purchase use online code: 10XMAS, offer valid through Sunday, December 22nd!

 

  

  

 

Johnism

 

The only businesses surviving with long-term sustainability
are the ones fanatical about differentiating themselves through the Customer experience they deliver

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.




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