What's The Secret? To Providing a World-Class Customer Experience

CLEVELAND, May 19 /PRNewswire/ -- Book sales have been remarkable and hundreds
of businesses across the world are consistently delivering John
DiJulius'Secret Service Systems to improve customer service.

Below are a few examples of what Secret Service actions are and how they can
make your company a world-class service organization. Notice the majority of
these systems meet the criteria for being both simple and inexpensive. It
should not add cost or complexity to your organization.

1. Every associate easily recognizes a new customer from one who is returning.

This system entails having easy signs that distinguish new from existing
customers at every stage of their experience. In a salon the existing
customers are draped in black haircutting capes, the new guests are draped in
white. Team members throughout the salons are trained to recognize this and
address the guests accordingly.

2. Profiling a customer's preference and having it ready upon arrival.

This system allows you to provide your customer with items they enjoy at every
visit. Some resorts have a favorite beverage in the vehicle upon departure or
have a favorite cocktail at the table as guests are seated for dinner.
Collecting and storing other preferences and personal information allows the
staff to personalize future visits. They can ask the customer specific
questions such as how they enjoyed their recent trip to the Bahamas. This
system is also great for noting what the customer does NOT prefer.

3. Without the customer asking, print out directions or information.

Listen for opportunities to provide that "extra" effort for your customer.
Anytime a customer asks a staff member if they "know how to get to..." or as
an out-of-towner they are attending a wedding, have directions printed and
ready when they check out. Consider printing an article on "Interviewing
Tips" for a customer who is anxious about an interview or an article on
gardening for a customer who mentioned growing tomatoes for the first time.

4. A customer arrives and the hostess presents him/her with a personalized
greeting card to acknowledge an event.

Action Plan

Think about some Secret Service tools you can incorporate into your business
that will create the ultimate experience for your customer. There is no need
to reinvent the wheel.

See John DiJulius' workshop in New York - www.NewYork715.com. Register online
or contact David Wagner at www.TheDiJuliusGroup.com at 216.839.1430 x 132 for
details.

SOURCE The DiJulius Group

David Wagner, +1-216-839-1430 x132