John DiJulius | Customer Experience Blog


Godin on Attitude; Jeffers brings the house down; Policies that kill

Crowd Favorite – A few weeks ago I had the pleasure of being one of the keynote speakers at Anytime Fitness’s national convention. While I was a hit, the real crowd favorite was my friend, Matthew Jeffers. Watch the final seconds of Matthew’s speech and see how the 2,000 audience members react to his inspiring presentation.

 

Ryanair voted worst for Customer service in UK- Airline Ryanair has been voted as having the worst Customer service out of Britain’s 100 biggest brands. This is no real shocker considering their Director, Michael O’Leary, has been quoted calling his Customers “idiots” (see eService CEO calls Customers stupid). Companies were given a Customer satisfaction rating and judged out of five stars in three categories – knowledge, staff attitude and dealing with issues. Ryanair was rated lowest, at 54 per cent. 
 

You are what your satisfaction scores say you are – True to their form and pathetic attitude, a spokesman for the airline bragged that Ryanair responded within seven days to 99% of their Customer complaints and added, “Our Customer service statistics speak for themselves.”  Yes they do!

 

Attitude Wars – In a recent blog titled, “The Truth about the War for Talent,” Author Seth Godin writes about how HR departments like to talk about engaging in a war for talent; however, it is really about finding good enough people at an acceptable rate of pay. What I like to call reactively hiring anyone, or hiring anyone with a pulse. Godin points out it shouldn’t be a search for talent — rather a search for attitude.

 

Fight for $3 only to lose $800 – Generally employees want to do what they are taught, and many times do not do a good job of understanding when exceptions should apply.  For instance, front-line employees take the word ‘policy’ literally.  That is why I always replace it with the word ‘guideline.’ (see past eService No more policy) Here is another good (or bad) example of this happening at one of The DiJulius Group’s consulting client’s business.  A Customer came in and got over $800 in repairs on his vehicle. While the Customer waited for his vehicle to be repaired, he purchased a cup of coffee at a café that was part of this vehicle repair shop. However, the Customer felt his coffee is was too cold and told the manager that he wanted his money back (only a few dollars).  The manager said “no” because the ‘policy’ is they don’t return half-consumed beverages. The Customer demanded his money back for his coffee, and so the manager called the police. This is for a cup of coffee that costs the business a few cents and the Customer had already spent over $800. By the way, this scenario happened before The DiJulius Group started consulting with this company.

Johnism

  

No unhappy Customer left behind

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.



Own every moment; the party bus

Not content with Five Star  – This month Nemacolin Woodlands Resort is launching their updated “Day in the Life of a Customer” video, Customer Service Vision Statement & Pillars, and their Never & Always standards to all their 800+ associates. You might ask, why? Why would a resort like Nemacolin, one the few properties in the world that can boast that they are both Five Diamond and Five Star, feel it necessary to be rolling out so many new Customer service initiatives?

 

Own Every Moment – One of the dangers that can happen when you work at a huge property that has people enjoying weddings, business conferences, and honeymoons, is that you can think that a guest’s satisfaction is based on how those grandiose events turn out. However, Nemacolin realizes it is not only about excellent food, the room being ready and clean, good spa service, a beautiful wedding; but rather it is more the sum of dozens of individual moments that make up how a guest will feel about their experience and the memories they will take with them.  That is why Nemacolin’s Customer service vision statement is to Own Every Moment by being excellent, being engaged and being empowered. You can see from their credo card how they define each of those pillars.

 

The Party Bus – I spent this past Labor Day weekend at Nemacolin, along with a group of friends (about 25 other families, totaling over 90 people), and it was a great time. One moment that really stood out was when a group of about a dozen of us waiting for a shuttle bus to take us from dinner back to our hotel at around 11 p.m.  Nemacolin is such a large property that they run shuttle buses all day and night to transport their guests from one part of the property to the next.  A shuttle pulled up and as I started to enter it, the rest of my group said, “That’s not Helen!  We called for Helen. We will wait.” I looked at them and said, “Are you crazy?  It’s late, let’s get on the shuttle.” The kids were exhausted, and I just wanted to get back to my hotel room at this point. However, the rest of my group wouldn’t budge. They were dead set on waiting for Helen. So out of curiosity I waited to see what all the fuss was.  Soon after, a shuttle pulled up and the doors swung open and the party started.

 

Helen Owns Every Moment – Helen Humphrey has been a Nemacolin legend for over 9 years. Guests love her and request her shuttles all the time because she plays music and flashes the interior lights to the beat of the music (which is why she is also known as Disco Helen).  She interacts with guests via the intercom, asking who has never been here (i.e. “who is a Nemacolin Virgin), finding all sorts of ways to entertain her passengers. She has the “Party Bus.”  Helen has been known to go shopping for guests and bring them items so they never have to leave the property. She also received the “Fan Mail Award” in 2011.  This is given to the associate who receives the most positive name mentions.

 

 

Johnism

  

Customer Engagement is a contact sport

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.



The only disability in life is a bad attitude; DirecTV bills Customer even after house burns down

DirecTV Bills Customer for equipment after house burns down – On August 19, Jeremy lost his home in Black Forest, CO, after a devastating wildfire destroyed his, and more than 370 other houses, in the most destructive fire in the state’s history. However, that is not what left him feeling burned – it was the cable company. He called and canceled other utilities and services for his now nonexistent home without incident, but when he spoke with DirecTV, the television provider informed him he would have to pay $400 for equipment destroyed by the fire. Read full story.

 

Not the first time – In 2012, after the Waldo Canyon fire near Colorado Springs destroyed 347 homes, KDVR reports DirecTV billed Customers in the destroyed subdivision. And in 2009, after a wildfire near Los Angeles destroyed more than 70 structures, the company also billed Customers for their toasted electronics. Reactions on DirecTV’s Facebook page have been nothing short of outrage.

 

The Man who motivated the Baltimore Ravens to win the 2013 Super Bowl – Heading into their final regular season game of the year, the Baltimore Ravens had lost three games in a row, and the Ravens needed to win that final game to make the playoffs. A few days before the game, an email came to head coach John Harbaugh from Matthew Jeffers, who at the time was a senior at Towson University, where he majored in acting. “This letter nearly knocked me off my feet,” says Harbaugh. The coach was so moved by this email that he shared it with all his players. The Ravens not only won that final game and made the playoffs, but they went on to win the rest of their games, including the 2013 Super Bowl.

 

Life is simply unfair – At 22 years of age, Matthew stands only 4’2″. He did not have a typical childhood.  He was born with Skeletal Dysplasia and has endured over 21 surgeries, some small, others life-threatening. He has had a tracheotomy, blood transfusions, spent summers in a hip spica cast, and had to learn how to walk again. When Matthew was finally done with his surgeries, it was then he found out his mother was diagnosed with a stage IV brain tumor.

 

The ONLY disability in life is a bad attitude – “So you tell me, is life fair? When you give every ounce you have, and all you have to show for it is a loss in overtime, is that fair?” Jeffers wrote. “But let me tell you this: The ONLY disability in life is a bad attitude. The ONLY disability in life…is a bad attitude. A positive attitude is the most powerful combatant to life’s misfortune.”

 

Matthew Jeffers – Through everything, Matthew has always maintained an incredibly positive attitude. In 2013 Matthew gained national attention when he and his story inspired the Baltimore Ravens, who ended up winning the 2013 Super Bowl, and his story was featured on ESPN. You must watch this inspiring four-minute ESPN video on Matthew Jeffers and see why he is a keynote presenter at the 2013 Secret Service Summit in Cleveland, November 4th & 5th.

 

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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Announcing the 2013 Secret Service Summit lineup

 

Customer Service Revolution

 

 

Hot in Cleveland – Who needs LeBron? We have Customer service! Yes, it would be really nice if one of our major sports team won a championship. However, in spite of that, Cleveland is on the rise.  Personally I love Cleveland and I am proud to say I am from Cleveland and currently live here! There is a lot to love: we are known for our leading healthcare facilities, our theatre district, and the Rock ‘n Roll Hall of Fame.  Downtown is making a strong comeback, and most of all, we are known for our people. We are in the heart of the Midwest, where we have the best people who are grounded, loyal, have amazing family values. 

 

The Customer Service Capital – However, that isn’t all Cleveland is known for. Cleveland is now becoming known for our fantastic Customer service.  Five years ago The DiJulius Group launched the annual Secret Service Summit. The Secret Service Summit is a two-day conference featuring the top Customer service speakers, authors, and brand executives. I will be honest — the plan was to launch the first year, 2009, in Cleveland, then move the annual conference to more desirable destinations, i.e. Las Vegas, Orlando, etc.  However, it sold out the first year and was so successful that we decided we were going to keep the Secret Service Summit in Cleveland, Ohio. Why? For one thing, more than 75% of the attendees are from outside of Ohio, and many were outside the U.S.  We felt good about helping Cleveland generate some traffic. Secondly, with the help of so many Cleveland people, we are able to provide a conference experience never seen before, and one we could never duplicate anywhere else.  As a result, the Secret Service Summit is now THE number-one Customer service conference in America!

 

JOIN THE REVOLUTION – The DiJulius Group has created the #1 Customer Service Conference ever produced. The next  Secret Service Summit will be held this November 4th & 5th in Cleveland, Ohio.  This is a two-day, international seminar dedicated exclusively to world-class Customer service. There will be more than 10 presenters over two days sharing their different expertise at this year’s event.  The lineup includes respected authorities, authors, consultants, and top-brand executives who run world-class Customer service organizations.  They know how to provide superior Customer service while still operating a growing and profitable business in today’s economy.  

 

 2013 Secret Service Summit: I guarantee that the 2013 Secret Service Summit will the best ROI of any professional development training/seminar you have experienced. This is the best lineup of speakers we have ever had! The Secret Service Summit will enable your management team to return with a solid plan to take your company’s Customer experience to the next level and make price irrelevant.

 

 

 

2012 Secret Service Summit Website

Announcing the 2013 Secret Service Summit Lineup

 

A SOLD OUT conference 4 years in a row, don’t miss this opportunity to learn from the best at America’s #1 Customer Service Conference.  Join the experts at the Cleveland Convention Center this November 4 & 5, and learn how to increase retention, referrals, repeat business and “change the world by creating a Customer service revolution.”

Joe Calloway


Joe Calloway
is a leading performance expert who helps great companies get even better. He helps organizations focus on what is truly important, inspires constant improvement, and motivates people to immediate action. Joe has been a business author, coach, and speaker for 30 years and his client list reads like an international Who’s Who in business, ranging from companies like Coca Cola and IBM to Saks Fifth Avenue and American Express.  Read more.

Stan Slap
There are people who just talk about it and people who do it. Our keynote speaker is someone who does it. Stan Slap is the president of the international consulting company, Slap Company. He is expert in creating ferocious support in manager, employee and customer cultures – the three groups that decide the success of any business.Read more.
Holly Stiel


Holly Stiel
is a trailblazing service philosopher, keynote speaker, trainer and consultant. She is known for her unique, dynamic and interactive presentation style, as well as her talent for transforming companies and their cultures. Her wisdom and know how have been conveyed in 25 languages, and delivered across the globe, from Japan to Johannesburg.  Read more.

Sasha Strauss  
Mr. Strauss has led client programs for Microsoft, Bosch, Medtronic and eBay. He is the Managing Director at Innovation Protocol, a brand strategy consulting firm that exclusively serves innovators. He does lectures at preeminent graduate programs such as the Anderson School at UCLA, MIT Sloan and The Johnson School at Cornell.  Read more.
Brittni-Tina
 

Tina and Brittni are the heart of Advance Financial and have been instrumental in it’s growth from three to nearly forty locations with 400 employees. Advance Financial is now the leading provider of alternative financial services in the Middle Tennessee market.  Read more.

Matthew Jeffers

    

 

Matthew is known as the man who motivated the Baltimore Ravens to win the 2013 Super Bowl. Matthew Jeffers is an actor and speaker who lives in Baltimore, Maryland. He graduated in May with a B.S in Theatre. After his hopes and dreams of playing in the NBA came to a crashing halt as a teenager when he realized he would never be any taller than 4’2″. Matthew did not have a typical childhood.   Read more.

 

John DiJulius

John is the founder and CVO (Chief Visionary Officer) of The DiJulius Group, a consulting firm that helps companies “Make Price Irrelevant”. Top organizations across the world use his philosophies and systems for creating a world-class Customer service experience.  Read more.

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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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