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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service Paperback – January 28, 2003

4.7 out of 5 stars 60 customer reviews

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Frequently Bought Together

  • Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
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  • What's the Secret?: To Providing a World-Class Customer Experience
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  • The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
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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"

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Product Details

  • Paperback: 172 pages
  • Publisher: AMACOM (January 28, 2003)
  • Language: English
  • ISBN-10: 0814471714
  • ISBN-13: 978-0814471715
  • Product Dimensions: 0.8 x 6 x 9 inches
  • Shipping Weight: 10.4 ounces (View shipping rates and policies)
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (60 customer reviews)
  • Amazon Best Sellers Rank: #20,606 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By J. Straub on October 5, 2003
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.
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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!
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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!
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By Glenn R. Davis on September 29, 2006
Format: Paperback
When my boss told me he wanted me to read a book on customer service, I cringed at the thought of reading another one of those "the customer is always right" publications. Secret Service, however, was something TOTALLY different! We are growing our business and it will be wonderful to put in place some of these secret service techniques before we hire additional people. Everyone will come in and be on the same page. In a time when customer service seems to be no more than a catch phrase, John Dijulius shows you how to take it above and beyond. We're already set to be the best at what we do, now we can also be the best at how we do it!
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Format: Paperback Verified Purchase
I was really impressed with the ideas shared in Secret Service. When someone claims to reach over a million in annual revenues in a fairly short period of time, I pay attention. Many ideas are simple and inexpensive to implement - like a special color cape for new hair clients so staff know to introduce themselves and make the guest feel welcome.
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Want to turn your business into something truly world class? Read and employ the power of Secret Service. This book, in tandem with Dijulius' second titled "What's the Secret", have become a service excellence blueprint for our business. Of course, there are lots of other great books on the subject. But since we have decided to spend less time reading and pontificating and more time DOING, we've found everything we need to succeed is within the covers of his two books. Read them, focus on the principles, live the service culture by talking about it relentlessly with your team, set the examples, be patient and plan realistic implementation strategies, and don't compromise your world class mission. These books are powerful!

P.S. - We've made both required reading for our entire team and they are part of the new hire packet for anyone joining our team. Doing so has provided an immediate connection for the team and creates a basis for continuing conversation and improvement for our service culture.
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Format: Paperback
John DiJulius inspires us with myriad ways to provide memorable customer service. It is both the steak AND the sizzle that provide customers with an experience that makes them want to come back. The author gives so many examples of ways to add sizzle to our customer service that using a small fraction of his ideas can pay big returns for your business and can turn customers into cheerleaders.
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