John DiJulius | Customer Experience Blog


Amazon pays employees to quit, Starbucks Tweet-a-Coffee, NY Restaurant provides Secret Service

NY Restaurant provides Secret Service – The maรฎtre d’ at New York’s Eleven Madison Park has created a fascinating way to provide Secret Service and make an emotional connection with guests. He Googles guests who have reservations at the restaurant, searching for Customer intelligence such as where they are from, birth date, profession, anniversary, so he and his employees can personalize the experience from the moment the Customer walks thru the door.

 

Tweet-a-Coffee – World-Class Customer service companies make it extremely easy for their Customers to do business with them. This means they make it extremely easy to spend more money with them.  For example, Starbucks has launched Tweet-a-Coffee, allowing Customers to purchase a coffee for anyone, anywhere via twitter by tweeting @tweetacoffee and then the person’s twitter handle.  Within seconds, a $5 gift card (or tweet) has been given and can be redeemed the next time the recipient goes to Starbucks.  How easy is it to do business with you?

 

Amazon copying Zappos’ paying employees to quit – In his annual letter to shareholders (page 3, paragraph 6), Amazon founder and CEO, Jeff Bezos, announced his Pay to Quit program, offering employees a quitting bonus to leave Amazon. Each employee gets the offer once a year. The first time, it’s for $2,000. The offer increases by $1,000 each year thereafter up to a maximum of $5,000. Sound familiar? Tony Hsieh, founder of Zappos, the online retailer, acquired by Amazon back in 2009, invented this concept.  He refers to it as, “The Offer.” Why are world-class Customer service organizations such as Amazon and Zappos offering incentives and making it easy for employees to leave? Bezos says it well, “In the long run, an employee staying somewhere they don’t want to be isn’t healthy for the employee or the company.” World-Class Customer service organizations are not for everyone, nor should they be. They are for a small percentage of people who buy into that company’s vision and are willing to work harder and be more committed to seeing that the vision gets realized. This Pay to Quit program also turns the table on the company and its leaders. Once a year employees get a chance to evaluate where and whom they work for, which puts pressure on management to continue to strive to create a great company culture.

 

Pre-shift Huddles that work – The Maids International, based in Omaha, Nebraska,is a professional home-cleaning service with franchisee locations all over the United States. In an effort to encourage consistent, constructive huddles, each location received a “Brilliant at the Basics” laminated poster.  The poster can easily be hung in any area of an office, and then re-used daily with a dry erase marker.  It guides huddle leaders through TMI’s three pillars, gives an opportunity to discuss specific quality issues, and lastly has an area to celebrate recent Above and Beyond behaviors.  At very little cost, TMI has developed a customized huddle format, which has been deployed across the organization. Also, TMI has announced a fun way to ensure this new tool is being used.  They are holding a video contest seeking the best huddle.  TMI locations are encouraged to video tape what they consider to be their best version of a huddle.  Prizes will be awarded to the winning team.  What a fun way to encourage usage of this effective tool on a daily basis!  See TMI walking the talk.

 

Jack Daly’s new book – A sales guru and past keynote speaker of The Secret Service Summit, Jack Daly’s newest book and soon to be bestseller, Hyper Sales Growth, was released Tuesday, April 22, 2014. Jack knows sales and how to help companies grow. Hyper Sales Growth dives into three critical areas: Building a winning culture in your business, Sales Management, and Sales success. I promise that if you will take the time to read it and take action, your business will grow and achieve a greater amount of success. 

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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5 Steps to creating an Above & Beyond Culture, Maids National WOW award

Priming their minds – In my book, What’s the Secret?, Commandment VIII: Creating an Above & Beyond Culture, is about how world-class Customer service companies are constantly making their employees aware of all the simple ways they can surprise and delight their Customers.  The following audit questions are critical if your company has what it takes to create an Above & Beyond Culture:

  • Are your employees empowered to exceed Customer expectations?
  • Are your employees willing to exceed Customer expectations?
  • Do you have mechanisms in place to collect and re-distribute Above & Beyond stories to constantly remind your employees to look for similar situations?

Five Steps to Creating an Above & Beyond Culture –

      1. Empower employees with autonomy and confidence so they can aggressively go Above & Beyond without being second-guessed by management.
      2. Train employees to be able to consistently recognize Above & Beyond opportunities that occur.
      3. Inspire them to think outside the box and go Above & Beyond for the Customer.
      4. Acquire and document all Above & Beyond stories that happen in your organization.
      5. Advertise and recognize those stories and employees throughout your entire organization. 

      The National WOW Award – The Maids International (TMI) is a professional home cleaning service with locations all over the US. To ensure the Maids Service Vision penetrates throughout the entire company, in 2013, TMI rolled out their National WOW! Award, which was developed to recognize outstanding Customer service provided by a franchisee, manager, team leader or team members. The award is given out quarterly to someone who takes the initiative to seize an opportunity to “WOW!” a Customer, and impact him or her for the better. The stories do not have to be extravagant; instead, these are often relatively simple, easy, actionable service opportunities that show how franchisees or staff recognized opportune moments, foreseeing Customer needs, listening to the Customer and being thoughtful. These considerate moments then turn in to emotional connections with the Customer. These connections show that TMI not only provides cleaning services, but also takes care of Customers and improves lives. The recipient of the National WOW! Award receives a $500 prize and a stunning crystal trophy to display proudly at the franchise office for years to come.  

       

      The Winner is…The Customer! I love this story of the first TMI National WOW! award recipient out of their Kansas City location. While cleaning the home of an elderly Customer in April, the team of four maids noticed that the elderly woman’s Christmas tree was still standing, fully decorated, in the living room. Upon asking why the tree was still up, the woman explained she had wanted to take the tree down but it was too overwhelming of a task to do on her own. The team recognized the opportunity, preceded to take the tree down for her, thus “WOWing” the Customer! 

       

      Who is allowed? – This week’s negative cue is a sign displayed by a pool in a high-end resort.  As you can see, there are a lot of “pool rules.” It would be easier to list what is allowed versus what isn’t, and the sign would be smaller.

       

       

       

      The 2013 Secret Service Summit – This November 4 & 5, learn why The Maids and many other top Customer service organizations in the world visit Cleveland to attend the Summit of the Customer Service Revolution. Learn more…

        

      Johnism

        

      We are in the Customer perception 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.

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