World-Class Customer Service Tips, Social Care and More!
May 2, 2014
Are you looking to find ways to provide better customer service?
Do you need tips to improve your social care?
This week on the Social Media Social Hour, John DiJulius joins me to dive into world-class customer service tips, social care and more! John is a leading authority on customer service and has helped companies like Lexus, Nordstrom, The Ritz-Carlton, Starbucks, and many more deliver world-class customer service.
I also share an awesome tech tool with you that allows you to manage multiple Instagram accounts.
About the show:
The Social Media Social Hour is a podcast for marketers and entrepreneurs looking to get on the social media fast track. The podcast is an interview format, where each week I get up close and personal with top brands and influencers to talk social media, tech and online marketing. Each week I also share tools that I personally use to help me with social media management, sales, marketing, account management, and productivity.
In this episode, here’s what we’ll cover:
- Tech Tool of the Week: Schedu.gram
- John DiJulius is a customer service speaker, author, and consultant.
- John became a master of customer service by being an entrepreneur.
- He started his first business, a four chair hair salon studio, 21 years ago.
- John’s focus was to become a world class customer service company, not a world class hair salon.
- His business plan back in 1993 consisted of six cocktail napkins filled with notes.
- John’s plan for world class customer service came from necessity and survival.
- The big question- Why is it so rare to experience good customer service and have employees that go the extra mile to deliver it?
- John says in order to be a world class customer service company it must start with your employees.
- The foundation of John’s premise is how good your company’s customer service is, the level of your department, location, and how the entire brand operates.
- Service aptitude is key.
- Service aptitude is dictated and shaped from three primary places: previous life experiences, previous work experiences, and current work experience.
- When an employee is first hired, 99% of the training is the technical hard skill or product knowledge and only 1% is the service recovery and emotional connections.
- It is not the employees responsibility to have high service aptitude, it is the company’s responsibility to give it to them.
- John says that the biggest debate in the customer service arena is over the people you hire and the training/ culture you bring them into.
- He believes 75% is more the company and culture you bring in.
- John’s example of this is Walt Disney World because they put Disney in people.
- John’s clear cut definition of service aptitude is a persons ability to recognize opportunity, and to exceed customers expectations regardless of the circumstances.
- It is not unrealistic for a company to expect this out of their employees.
- It is very important for every company to first have a customer service vision statement, which is only advertised to the employees.
- John’s proudest trophy in the Dijulius consulting firm is the Starbucks customer service vision statement that they created for them that every employee wears on the inside of their green aprons.
- Starbucks’ customer service vision statement is: “We create inspired moments in each customer’s day” and the four pillars of this statement are anticipate, connect, personalize, and own.
- Anticipate the type of engagement for each customer.
- Connect with each customer regardless of time, even something as small as commenting on their tie.
- Personalize the order of the customer how they want it.
- Own the experience so each customer walks away satisfied.
- John says his firm normally creates statements with three pillars that consist of quality, hospitality, and going above and beyond (owning it).
- John gives an example from his very first business, the John Roberts Spa, their vision statement was “to be the best part of our clients day” and the pillars consisted of mastery, emotional connection, and give more.
- John works with multiple companies to help create their customer service vision statement.
- John says that the person who makes someone else’s day, is the one who feels the best.
- Going above and beyond brings a competitive nature for employees to take advantage of the opportunities to do so for their customers.
- As social media has gotten more popular, it has become a best friend to John’s consulting firm because it makes them more needed and the customer experience is put under a microscope.
- Word of mouth is the best form of advertising and it is easy to become the next days news.
- For this reason, John says service aptitude is more important than ever.
- John has helped make social media a friend for the business by improving the customer service/training of the employees, having someone that manages the customer service departments, and communicating with social media by responding to any issues and reaching out to customers in order to address the situation.
- John makes the point that social media is not an exclusive marketing tool anymore, and companies are finding this out the hard way.
- It is very important to provide communication tools and to advertise them.
- “Never vs. Always”: list for companies that is common sense such as never point, always take them there.
- “Beat the Greet”: always greet the customer before they do, smile and nod.
- T five “E’s” that John stresses: eye- contact, enthusiastic greet, ear- to- ear smile, engage, and educating once in contact with customer.
- John’s last advice to the listeners is to go out there and create a customer service revolution because it is the most selfless thing you can do and it makes price irrelevant.
John DiJulius’ Social Media Six Pack:
- What brand are your running shoes? John wears Nike
- Hairy backs- wax it, trim it, or leave it? John thinks you should definitely wax it because it is good for his salon and spa business
- If you were in a band, what instrument would you play? John is tone deaf, so he says he would be the equipment manager
- What was your very first job? John worked at a grocery store collecting the shopping carts
- Do you know any magic tricks? John knows one with a deck of cards
- If you were a wrestler, what would your stage name be? John’s stage name would be “Johnny Wrestling”
Items Mentioned in the Show:
- “Secret Service Hidden Systems That Deliver Unforgettable Customer Service”
- “What’s the Secret: to Providing a World-Class Customer Experience”