John DiJulius | Customer Experience Blog

What is your Smile index; how would you handle…?

Smile Index – CEO Chip Conley, founder of Joie de Vivre Hotels, shares a great example called the Smile Index in his book, Emotional Equation. Whenever he visits one of his properties or any business, he says he can get a true sense of the place within seconds by observing the quantity and quality of the employees’ smiles. “My emotional antennae could pick up whether they were genuine or just a mask. Similarly, when interviewing job candidates, I could intuit a person’s emotional state within ten minutes, so that I knew whether the position would be a healthy habitat for him or her — or not.”


Employee Service Aptitude Test – The most critical piece to building a world-class Customer experience organization is developing employees’ service aptitude constantly. One of the best tools you can ever create is an E-SAT (employee service aptitude test). An E-SAT is a 25-75 multiple choice test that The DiJulius Group’s clients give to all new employees to certify them before they start interacting with their Customers.  See how you and your employees would handle the scenario below.


How would you handle… – Your client misses a conference call with you that they had confirmed via email. You reach out to them to see what happened, and they say they had it down for a different time/day. You…


A.    Apologize for the miscommunication, and ask when would be the earliest convenient time that would work for them

B.     To ensure they didn’t think you made the mistake, you forward them the email that they confirmed

C.     So not to be pushy and to see if they are really interested in doing business with you, you wait for them to re-schedule

D.     Other…


More E-SAT resources – Here are two other great examples of e-sat scenarios you can learn from: Hallmark Cards E-SAT and John Robert’s Spa E-SAT.  Commit to making your company’s E-SAT now!


Domino’s really delivers – A great client of The DiJulius Group, Domino’s Pizza, has been making huge strides the past three years in taking their Customer service to new levels.  Many of you saw Alan Lovelace speak at last year’s Secret Service Summit on how they are going about it.  The three pillars to Domino’s Pizza are Operational Excellence, Customer Delight and Deliver the WOW.  If you don’t think a Service Vision and Pillars can have an impact on how employees think, check out this video of how a Domino’s driver crashed his car and still delivered the pizza to the Customer –Delivering the WOW.


We Mean Business I was recently interviewed about how companies can provide a world-class Customer experience. You can check it out here, We Mean Business TV interview.



It takes 20 years to build a reputation and five minutes to ruin it.


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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