Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Overview

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...

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Overview

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.

 

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!

 

“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

 

“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

 

“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

 

“Brilliantly written by someone who practices what he teaches.”—Horst M. Rechelbacher, Founder, Aveda Corporation

 

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.

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Editorial Reviews

Chef
"It’s a must-read if you’re serious about providing unforgettable customer service that will blow away your competition."
Mercury News
"DiJulius has written a very practical, informational book for those who want to make customers their highest priority."
San Jose, CA, April 13, 2003
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Product Details

  • ISBN-13: 9780814471715
  • Publisher: AMACOM
  • Publication date: 1/28/2003
  • Pages: 208
  • Sales rank: 183,452
  • Product dimensions: 6.06 (w) x 9.04 (h) x 0.57 (d)

Meet 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.

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Table of Contents

"Chapter 1: The John Robert’s Story

Chapter 2: Secret Service Systems

Chapter 3: Secret Service at Work

Chapter 4: Your Front Line Is Your Bottom Line

Chapter 5: What Are We Really Selling?

Chapter 6: Drill for Oil in Your Own Backyard

Chapter 7: Create Passionate Team Members

Chapter 8: An Opportunity To Be a Hero

Chapter 9: Enhancing the Quality of Lives Around Us

Chapter 10: E-nough"

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Sort by: Showing all of 3 Customer Reviews
  • Posted April 23, 2010

    more from this reviewer

    This book will help you succeed!

    When a peer of mine asked me if I had ever read "Secret Service," I will admit I had never heard of the book or the author. But because I take book recommendations from peers very seriously, I ordered the book from B&N. After reading this book, I can tell you this: IF YOU WANT TO SUCCEED IN YOUR BUSINESS, GET THIS BOOK, READ IT AND THEN PUT IT INTO PRACTICE. The problem with this book is although it's only 165 pages long.you can't just sit down and read it through. Why? Because there are so many great ideas in it that you will put the book down and implement an idea right away. That is if you can. I am an entrepreneur so I have no bosses. I am able to implement immediately. But if you have to run your ideas through someone else THIS BOOK WILL STILL HELP YOU! The ideas in this book are NOT rocket science. Their common sense ideas that WILL help you succeed. Do yourself a favor and get this book!

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    Posted May 1, 2009

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    Posted April 28, 2010

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