Secret Service: Hidden Systems That Deliver Unforgettable Customer Service [Paperback]

John R. DiJulius III (Author)

Book Description

Publication Date: January 28, 2003

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; and, increase customer and employee retention, and turn bland customer service into truly memorable customer experiences".

Editorial Reviews

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

Book Description

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"

See all Editorial Reviews

Product Details

• Paperback: 172 pages
• Publisher: AMACOM; 9 edition (January 28, 2003)
• Language: English
• ISBN-10: 0814471714
• ISBN-13: 978-0814471715
• Product Dimensions: 6 x 0.6 x 9 inches
• Shipping Weight: 10.4 ounces (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars  See all reviews (31 customer reviews)
• Amazon Best Sellers Rank: #34,453 in Books (See Top 100 in Books)
  • #43 in Books > Business & Investing > Industries & Professions > Customer Service

Most Helpful Customer Reviews

20 of 20 people found the following review helpful

5.0 out of 5 stars A Success-Through-Service Book of the First Order October 5, 2003

By J. Straub

Format:Paperback

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

5.0 out of 5 stars Brilliant! April 7, 2003

By D. Thompson

Format:Paperback

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!

6 of 6 people found the following review helpful

5.0 out of 5 stars Secret Service: Hidden Systems That Deliver Unforgettable Customer Service January 16, 2007

By Candy Davidson

Format:Paperback

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!