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Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way
All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.
By quantifying and examining each phase of the ""Customer Experience Cycle,"" Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to:
* Turn customer complaints into positive experiences
* Use marketing to go deeper with existing customers
* Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences"
- Sales Rank: #304367 in Books
- Brand: Dijulius, John R., III
- Published on: 2003-01-28
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x 6.00" w x .75" l, .64 pounds
- Binding: Paperback
- 172 pages
- Used Book in Good Condition
Review
"DiJulius has written a very practical, informational book for those who want to make customers their highest priority." -- Mercury News, San Jose, CA April 2003
"It's a must-read if you're serious about providing unforgettable customer service that will blow away your competition." -- CHEF
From the Back Cover
How many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In Secret Service he reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people *� “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood.
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DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America!
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“Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout Secret Service, DiJulius demonstrates how to transform bland customer service standards into memorable customer experiences.”— from the foreword by Bill Capodagli and Lynn Jackson, coauthors of The Disney Way and Every Business Is Show Business
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“If you or your staff read only one book, make it this one! Secret Service contains a wealth of insights on how to grow your business and build great relationships with your customers, whatever the nature and size of your business.”
—Michael Blitz, President, Center for Small Business Success
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“John DiJulius is a secret-agent man with a thousand small ideas that together create one great experience. He understands that paying attention to how one delivers each service component is the first big step in staging a more compelling experience for each customer. Owners and managers of any business—big or small—would be wise to read his book.”—James H. Gilmore, coauthor of The Experience Economy
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“Brilliantly written by someone who practices what he teaches.”—Horst M. Rechelbacher, Founder, Aveda Corporation
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John R. DiJulius III is the president of John Robert’s Hair Studio & Spa, one of the top salons in the United States, and the winner of the prestigious Ernst & Young Entrepreneur of the Year Award. John is also president of Minding Your Business, a consulting firm specializing in customer service and marketing. He lives in Aurora, Ohio, with his wife Stacy and their sons Johnni IV, Cal, and Bo.
About the Author
John R. DiJulius III (Cleveland, OH) is the founder of John Robert’s Hair Salons, which won the Ernst & Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing. For more information about he author visit his website www.secretservicesystems.com.
Most helpful customer reviews
21 of 21 people found the following review helpful.
A Success-Through-Service Book of the First Order
By J. Straub
Secret Service is one of the few business books (that is not a narrative case study) that is actually enjoyable to read. John Dijulius, owner of John Robert's Hair Studio & Spa, comments on how his business and many others see customer service not as a necessary evil but as integral to (if not entirely) their product.
While the hair and spa industry is primarily a service industry, Dijulius goes far beyond, dealing with how retail and even distribution companies can better serve their customers and the rewards that those who do will reap. His examples include some of the more obvious ones practitioners as Southwest Airlines and Nordstrom's as well as a number of lesser-known businesses from a variety of industries. In many cases, he highlights businesses that he has had personal experience with, thus illustrating how a satisfied customer can be much more profitable than any marketing that you can buy.
Dijulius also highlights the economics of increasing the value of (and to) your existing customers by reminding them when they may need a product or service and making sure that they are happy after the purchase. He highlights a variety of systems that he and others use to do this such as follow-up thank you cards, newsletters and personalized notes on invoices.
He also reminds us that employee satisfaction is just as important as customer satisfaction (and in fact, directly leads to customer satisfaction). He highlights systems that his spa has used to retain their best employees and avoid the expense of training, while ensuring consistent service quality for their customers.
This is a how to serve your customer better and grow your business book of the first order. More importantly, it is concise, personable, and remarkably enjoyable to read. This is a must read for anyone working at or managing a business that wants more customers.
7 of 7 people found the following review helpful.
Brilliant!
By D. Thompson
Every business deals with a customer, therefore every business provides a form of customer service--how good is yours? No matter what level you're on, reading this book will certainly improve it! DiJulius has incredble insight into connecting different industries to benefit not only each other, but their customers as well. These ideas, while incredibly brilliant, are easy to understand and implement. I have found the information to be so profound that I've actually revamped our company's orientation for new employees based on it!
7 of 7 people found the following review helpful.
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
By Candy Davidson
Even though I am in the same industry as the author, this book is full of great ideas any business could use to implement systems to improve their customer service. We have used many of the ideas with great results. Mr. DiJulius gives you these wonderful ideas and how to implement them. If you read his book you'll see why his company is so successful. I require my staff to read this book when they are hired. This is one of my favorite business books!
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