Why every single person in your company must be part of the customer service department. John DiJulius shares how to become a brand customers can’t live without. Get his top tips.
John DiJulius is an international consultant and best-selling author of three Customer service books, his latest book, The Customer Service Revolution (Greenleaf Books 2015), instantly hit #1 on Amazon. John works with world class companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestlé, Marriott Hotels, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, Chick-fil-A, and many more. John is avery successful entrepreneur of two businesses. John Robert’s Spa, a chain of upscale Cleveland locations, has been repeatedly named one of the top 20 salons in America; and The DiJulius Group, a consulting firm focused on changing the world by creating a Customer service revolution.
Think Like A Journalist Quote
“Customer service is not a department, it’s everyone’s job.” ~ Anonymous
Success Tip & Quote
Find out what service aptitude is and how you get your employees to have a high level of it.
John and his wife started a hair salon in 1992. John wanted to be a world class salon. He studied companies like Disney…had fast growth… wrote two books…started speaking and then into consulting. Also, John had spoken for Starbucks and his agency, The DiJulius Group, was later hired for consulting. One of his proudest moments came when he helped craft the internal customer service message for Starbucks employees. Find out where this message resides at all Starbucks.
When It Didn’t Work
Find out how John handled a problem involving customer service at his own salon. Learn what he and his staff learned from the experience.
- Don’t blame employees for poor customer service.
- Companies must train and certify employees to prepare them to work with your biggest asset: customers.
- Develop a methodology. Stick with it and understand how this impacts the customer experience.
- The leadership team must understand that the training and the mode of operation are not going away.
- Know people’s “Ford”: family occupation, recreation, dreams.
- Your brand should have a Chief Experience Officer.