John DiJulius | Customer Experience Blog

Asking your Customer to bend over; Do you know your maid’s name; Fast Food companies must engage; Hallmark testing service aptitude
April 18, 2013, 8:16 am
Filed under: Customer Experience, Customer Service, Service Aptitude, Social Media


Sheer Madness – Lululemon, an athletic apparel retail store, is currently the punch line of many jokes as a result of extremely poor judgment in how they recently handled the recall of yoga pants. Social media has sent it viral.  You see, when women came back to the store to return the too-sheer yoga pants (see-through), 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. Check out this hilarious story.



Hallmark testing for high service aptitude – Amy Mendenhall, Customer Experience Manager at Hallmark Cards Inc., recently shared with me (see below a sample question and the results of how people answered) how she tests the service aptitude on a weekly basis of their store managers by sending out polling questions. Click here to see the entire Service Aptitude Poll, which is an excellent tool.



Fast Food = Eat it Fast – McDonald’s, the fast-food giant, whose restaurant sales in the U.S. have been on adownward slope, is pushing franchisees to improve staffing and service amid mounting complaints about rude employees. McDonald’s executives recently shared that 1 in 5 Customer complaints are related to friendliness issues, “and it’s increasing.” The top complaint is “rude or unprofessional employees.”


No Industry Immunity- Companies like Chick-fil-A, Starbucks, and Pret A Manger have changed the landscape and expectations by proving Customers can experience world-class hospitality at a quick service restaurant, which is forcing companies like McDonald’s to reinvent themselves. It appears senior leadership has decided to focus on Customer satisfaction as a real driver to rebuild the brand and build sales. I have consulted with McDonald’s Australia and have been extremely impressed at their aggressive approach to building a superior Customer service brand in their markets. 


Ultimate Service Aptitude Test – I recently came across a great way to test if a person has that service DNA, which can be used on interviews as well as just in life by asking them if they can tell you the first name of the janitor at their school, or landscaper, or housekeeper at home.  I believe this tells a lot about a person and how they were raised. I recently picked up my son, Johnni, at college and said this to him: “When you go out with a girl for the first time, the first thing you should ask her is if her family has a landscaper or housekeeper or handyman. If she says yes, ask her what his/her name is. If she doesn’t know, drop her off on the next block, provided there is a bus stop.”  






 The best way to retain clients is to not lose them in the first place.


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.

1 Comment

Friendliness issues is one of the most importand thing in customer management.

Comment by CRM programa

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