John DiJulius | Customer Experience Blog

Hospitality Rules at Home
February 15, 2012, 8:45 am
Filed under: Customer Experience, Customer Service, John DiJulius

Giving service to someone is not something you do or deliver; it is something you are, and it is in you. It needs to start at home. I want my three boys, Johnni, Cal, and Bo, to have not only high service aptitude, but also human aptitude. Not because they will someday make a better living, but because it is who they are — an intuitive part of their being. I teach them that there is no such thing as a stranger (obviously this applies when they are with an adult). I want them to be natural “daymakers.”  In order to do so, we play games and have contests all the time in public. Here are a few examples:

  • Beat the Greet – Who can smile and say “hello” to the most strangers while walking down the street, or in elevators, malls, and airports?
  • Show appreciation – Thank everyone, not just the people who serve us, but policemen, TSA security and especially men and women in military uniform. It is so cool to watch a TSA security person’s face change from serious to surprise and smiles that someone actually thanked them for the job they are doing. My kids go out of their way to make sure every military personnel who comes within 50 feet of them is thanked.
  • Engaging – I have taught my sons how to find out about other people’s F.O.R.D. (family, occupation, recreation, & dreams). For instance, when we are at a restaurant or in a taxi, my boys try to see who can get the most personal information out of the service provider. Rarely do people ask cabbies questions about their job or personal life. They love to share, and it keeps my boys focused on other people versus talking about themselves. It also teaches them the value of showing interest in others, and how easy it is to get someone to go from transactional to enthusiastic.

Surprise & Delight – One of Starbucks’ mantras is to try to “surprise & delight” their customers when the opportunity presents itself. Here is a great example of one of their partners (employees) truly going above & beyond for a customer. Starbucks has a team member whose role is to respond to customer comments made on Starbucks’ Facebook and Twitter pages. This team member came across a tweet stating that they needed their Starbucks. The team member called the nearest Starbucks to this person’s location and asked if they could fulfill Minnie Rose’s request. The partners at that particular Starbucks jumped all over it, and shortly there after delivered coffee personally, making even more of a raving fan.



“If I am remembered for being a good businessman,
then I have done a poor job with the rest of my life.”

~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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