John DiJulius | Customer Experience Blog


IF YOU KNOW IT, USE IT!

I recently visited a company that I do a lot of business with, and the receptionist knows me quite well from being a “regular.” Upon my arrival

John DiJulius

John DiJulius

she greeted me with, “Hello. You must have a meeting today.” That greeting was nothing horrible, yet certainly not World-Class.

Two things were wrong with this:

If you know something — use it. Knowledge is worthless unless you use it. She knows my name and me, so why wouldn’t she say, “Hello, John. Great to see you again.”

Her company could have, should have, informed her of on-site appointments for that day. If you have less than 30 appointments at your location, the front receptionist should have a schedule of everyone who is coming in and with whom they are meeting.

This way she could have really provided Secret Service by greeting me this way:

“Well, hello, John. It is great to see you! We have been expecting you, so let me tell Melissa that you are here. Can I get you something to drink while you wait?”

Wouldn’t I have felt like a VIP? Would this have taken any longer or hurt her productivity? No. Create some Secret Service systems that allow your front-line employees to personalize your customer’s experience.

World Class Pet Service

Petco

Petco

In my book, What’s The Secret? I talk about how some companies have a great Secret Service system, displaying a welcome sign naming the guests expected at their office on a given day. Something so simple to do, yet very few companies take the time to do it.

Well, I recently visited a Petco store and saw they had a welcome sign with all the names of the Pets that had appointments scheduled that day. I have always wanted to offer a “pay what you think is fair” guarantee at our salons, similar to my speaking and consulting businesses. I have talked about it, but was scared to pull the trigger. Finally, May 1st, we decided to roll out our new “Experience Guarantee” at our salons.

Experience Guarantee:
“IF, FOR ANY REASON, YOU ARE NOT 100% SATISFIED WITH YOUR JOHN ROBERT’S EXPERIENCE TODAY, YOU CAN PAY WHAT YOU FEEL IS FAIR OF YOUR SERVICE CHARGES”

“We are people’s local trip to Paris — their 60 minute vacation,” says John R. DiJulius III, President of John Robert’s Spa. “Our haircuts, manicures, and facials are only a by-product of what we sell. What our guests truly come to us for is fashion, escape and rejuvenation. We feel if we don’t hold up our end of the agreement, why should we expect our guests to hold up their end?”

“It doesn’t surprise me at all. This is why I love going to John Robert’s. They are the best at hair care and pampering. They always provide a world-class experience. And if, for some reason, they drop the ball, I know they will do whatever they have to, to make it right,” says long time customer Sherri Blaushild of Moreland Hills.

Is it any wonder why John Robert’s Spa’s five locations in Northeast Ohio are repeatedly selected one of the Top 20 Salons in the US? In the midst of a customer service crisis, organizations need to be willing to stand behind what they promise.

~John DiJulius is President and Chief Visionary Officer of The DiJulius Group

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