John DiJulius | Customer Experience Blog

It’s a Wonderful Life; My family credo card

What if your company had never been created? – The classic movie, It’s a Wonderful Life, written by Frank Capra, is one of my favorite all time movies. For those of you who haven’t seen it, the premise of the storyline is about George Bailey (Jimmy Stewart), a man who has given up his dreams in order to help others and whose imminent suicide on Christmas Eve brings about the intervention of his guardian angel. The angel, Clarence, shows George all the lives he has touched and how different life in the community of Bedford Falls would have been had he never been born. It is an amazing lesson of how much we can affect the world.  I like to use this movie as an example when we discuss the impact a company can make on their Customers and community. Consider if your business were never created. Would your Customers still be able to purchase a similar services and products elsewhere? Perhaps, but hopefully there would be something significantly diminished as a result of your business not being in their life or community.


The purpose motive – Best selling author and the leading expert on what motivates people, Daniel Pink, shares what he calls the purpose motive in one of the best presentations I have ever seen (see Daniel Pink’s TED Talk video):



Does everyone understand his/her purpose? – Is every employee taught what the organization’s purpose is outside of sales and profits?  Does every employee truly know how his or her individual job and performance impacts that purpose?  This is what world-class Customer service organizations do better than everyone else. (see creating a Service Vision)


Family Credo – After seeing how successful businesses were with connecting their people with the overall purpose, I realized this would apply toward my family. So about a year ago, my three sons and I sat down and created our own Family Credo statement, three pillars, and our family’s Never & Always. What we came away with was 100% my boys’ ideas. At the 2013 Secret Service Summit, I had my youngest son, Bo (11), share The DiJulius family credo. He nailed it!  I hope you enjoy:




Highlights from the 2013 Secret Service Summit  it was our best year ever! In next week’s eService I will be recapping the biggest takeaways from each of the amazing speakers. This was our highest rated Secret Service Summit EVER! See what author and growth expert Patrick Thean had to say in his blog about his Summit attendee experience. It Takes Great Execution to Deliver World Class Customer Service



Re-live the 2013 Summit – Did you miss the 2013 Secret Service Summit? Capture the best moments of America’s #1 Customer Service Conference, held in Cleveland last week. Now you can listen to this once in a lifetime conference on your iPhone, Android, or any other MP3 player. Plus, you can burn a few extra copies on CDs for your team. Get your audio today!








Show me you care more about my business than just getting my business



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.


Absolutely, use it all you want. I hope it helps!

Comment by The DiJulius Group

I absolutely love the Never and Always list. My husband is a junior high basketball coach in Lorain County, Ohio. The Never and Always list would be so appropriate for his team who are learning life skills as well as basketball skills. Do you mind if I copy it and give it to him to use with his players? I’ll give your son all of the credit. Promise. – Terry

Comment by Terry Fries-Maloy, MSW, LISW

Absolutely! Use it, I hope it helps

Comment by The DiJulius Group

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