• E092: The Customer Service Revolution: Overthrow Conventional Business and Inspire Employees with John R. DiJulius III


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    “You should build the customer experience as if no customer has bad intentions” – John R. DiJulius III

    John R. DiJulius III is a world class customer service guru and entrepreneur. He uses his skills to help businesses worldwide to give their customers an exceptional customer service. He understands exactly what it takes to deliver a great service and also uses his skills in his two businesses to great success. John’s most recent book – ‘Customer Service Revolution’ talks about how companies are standing out from the rest through their customer service and today chats to Jacob about training employees in excellent customer service, why lawyers are amongst the worst and how to deal with unhappy customers.


    “You can have more of a loyal customer from fixing something that went wrong than if nothing went wrong.”– John R. Dijulius III Play Podcast

    Offering an excellent customer service is something that is over-looked by many businesses but is actually what can make one company stand out over others. John R. Dijulius is an expert in the world of customer service and uses his expertise to help businesses learn to give their customers the best experience that is possible. In today’s show, John talks to Jacob about how and why lawyers need to improve their customer service, dealing with unhappy customers and his new book – ‘Customer Service Revolution’.

    If you prefer to watch the discussion in action, here is my recorded interview with John Dijulius (please refresh your browser a few times if it isn’t loaded properly the first time):

    In this interview you’ll learn

    • 02’03” – About John and his new book
    • 05’14” – Customer service and how it is always changing
    • 09’50” – Why lawyers, doctors and accountants usually have the worst customer service
    • 13’54” – How to get employees in on delivering a great customer service
    • 19’40” – The importance of a strong emotional connection
    • 22’18” – How to deal with unhappy customers
    • 24’25” – John’s last tip

    Written Podcast Transcription:

     Jacob:  Hello everybody, this is Jacob Sapochnick and you’re listening to the enchanting lawyer podcast. This is the show where we interview the most inspiring entrepreneurs, business people. Just interesting people all over the world that inspire us to do our job better.

    Today I’m very honored actually to have a very special guest. Our guest today is John DiJulius. John is considered to be the authority on world-class customer service. He’s an international customer experience consultant and author of many books. He works with world-class companies like the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, and many, many, many other companies.

    He’s not just talking about it, he lives it; a very successful entrepreneur himself. Two companies: John Roberts Spa, a chain of upscale Cleveland locations, repeatedly named the top 20 salons in America; and The DiJulius Group customer experience consulting firm that he uses his methodology to provide world-class customer service.

    John, welcome to the show. I’m very excited to have you here today.

    John:  Thank you, Jacob. I’m thrilled to be here.

    Jacob:  Very good.

    One of the things that I do in addition to having the podcast, we have a boutique law firm here in San Diego, about 30 employees. One of the things that we’ve been doing in the past few years is actually focusing on the service, how we actually treat our clients. Hopefully we’re doing good legal work. But customer service has become really something that I’ve been obsessed about. When I looked at your book, to me it was kind of like, wow, this is really what I was talking about all these years. Your latest book is the Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World.

    I want you to, first of all, tell us a little bit about yourself and explain to us what is a customer service revolution.

    John:  Well, Jacob, I think you introed me pretty well. I’m an entrepreneur. I started my first business 23 years ago and out of necessity of like you wanting to differentiate ourselves through the customer experience. I just became a student and then our business just started growing so fast as a result and we’re expensive.

    [Audio breaks] wrote my first book Secret Service that came out in 2003 and then it just propelled me in originally first to speaking industry and then now we have consulting firms. [Audio breaks] differencing themselves to the customer experience.

    To read the complete transcript from this podcast, click here.

    Show Notes

    Is there any question you have regarding the podcast guest that is not addressed in this blog post? Please leave me a comment below or send me your thoughts at jacob@enchantinglawyer.com. I would really appreciate your feedback, your suggestion on future guests, or just an opportunity to chat with you!

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