Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

by John R. DiJulius

Book Overview

All businesses have customers, but how many of them deliver unforgettably good customer service?

Customer experience expert and author John R. DiJulius 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...

• Format: Paperback
• Language: English
• ISBN: 0814471714
• ISBN13: 9780814471715
• Release Date: January 2003
• Publisher: Amacom
• Length: 208 Pages
• Weight: 0.70 lbs.
• Dimensions: 0.6" x 6.1" x 9.0"
• Age Range: 17 years and up
• Grade Range: Grade 12 and higher

Customer Reviews

Buy this book, you won't be sorry!!

If you work in a spa/salon, whether as a therapist or in management, this book is a MUST READ!!! It provides great examples of how to improve customer service, regardless of industry. But if you work in the spa/salon industry this will be especially helpful. After reading the book, I even suggested implementing some protocals to my boss. As a massage therapist, I found that even some simple suggestions have greatly improved my dealing with clients. This book is worth every penny. I hope he comes out with a follow up one day!

A Success-Through-Service Book of the First Order

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.

Brilliant!

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!

Thanks for sharing your secrets!

This is a great book on two levels. First, it has information that works. The concepts are tested and proven. Second, it is easy to understand. John Dijulius shows us how to put it to use in our business. The examples are clear and even fun to read. I can't imagine any person or business not getting great ideas that they can put to use right away.

Exceeded my Expectations...Finally!

Good customer service is difficult to come by these days. Great customer service is even more rare. It's so important but we often see it so neglected. Mr. John DiJulius' book emphasises the importance of customer service and various aspects, key aspects, that go along with it. I recently entered the corporate world after graduating from college in May. I chose an industry that prioritizes customer service as THE most important aspect of the company. This book was a huge stepping stone for my personal growth in the professional world. It's helped me and strongly motivated me to deliver exceptional and non-compromising service. Thank you Mr. DiJulius for setting such a fine example in the field of customer service for myself and for others to learn from and hopefully follow!