Hidden Systems That Deliver Unforgettable Customer Service
Author: John R. DiJulius
Pub Date: January 2003
Print Edition: $17.95
Print ISBN: 9780814471715
Page Count: 208
Format: Paper or Softback
e-Book ISBN: 9780814426975
Buy the book:
Back Cover Copy
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.
Search the full text of this book
Search Full Text of
For single copy purchases of any AMACOM title, you can connect directly to the online retailer of your choice, from the list below, to buy the title you have selected. Most of our links will take you directly to that title on the site, making your shopping experience easier. You can also visit your local retailer, and if the book is not on their shelves they can special order it for you.
Retailers: Please contact us to change or add a listing.
Buying in Bulk?
We have very competitive discounts starting at 5 copies, as well as personal service, for bulk orders. Simply contact our Special Sales Department. Call 800-250-5308 or 212-903-8420 and ask for Special Sales. You can also email: SpecSlsWeb@amanet.org