Secret Service: Hidden Systems That Deliver Unforgettable Customer Service (Paperback)

~ John R. DiJulius III (Author) "Service in America today has never been worse..." (more)
Key Phrases: unforgettable customer service, secret service systems, experience cycle, John Robert, Customer Experience Cycle, Hal Com (more...)

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

Product 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

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Product Details

• Paperback: 208 pages
• Publisher: AMACOM; 1st edition (January 28, 2003)
• Language: English
• ISBN-10: 0814471714
• ISBN-13: 978-0814471715
• Product Dimensions: 8.9 x 6 x 0.7 inches
• Shipping Weight: 10.4 ounces (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars  See all reviews (25 customer reviews)
• Amazon.com Sales Rank: #54,285 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

9 of 9 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 (Cleveland Heights, OH United States) - See all my reviews (REAL NAME)

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.

4 of 4 people found the following review helpful:

5.0 out of 5 stars Buy this book, you won't be sorry!!, September 23, 2004

By	Elsinore - See all my reviews

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!

8 of 10 people found the following review helpful:

5.0 out of 5 stars Thanks for sharing your secrets!, February 19, 2003

By	Shepard Hyken (St. Louis, MO USA) - See all my reviews (REAL NAME)

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.