“What’s the Secret: To Providing a World-Class Customer Experience” (John R. DiJulius)

John DiJulius, of The DiJulius Group and John Roberts Spa discusses his book, “What’s the Secret: To Providing a World-Class Customer Experience”

John has consulted for companies such as The Ritz Carlton, Starbucks, Nordstrom, Lexus and many, many more…

Here’s what we asked John:

  1. We had you on the show in 2009, discussing “Secret Service, Hidden Systems that Deliver Unforgettable Service” – how much of “The Secret” is Secret Service?”
  2. Do you believe our recent economy has caused a “correction;” that companies delivering sub-par service has gone out of business?
  3. In the book you talk about attracting only the people who have customer service in their DNA?
  4. How can you know that it’s time to let an employee go?
  5. Recognizing that every company and every industry is a little different, what’s a good rule-of-thumb to live by when it comes to frequency of customer service training?
  6. Steve Jobs once said, “A lot of times, people don’t know what they want until you show it to them. “ Do customers know what they want when it comes to the service experience?
  7. What do you have to say to the people out there who say, “You know, at the end of the day it just comes down to who’s got the best price!”
  8. How can businesses measure ROI on customer service?
  9. What’s the correlation between customer satisfaction and employee morale / turnover?
  10. Talk to us about “Service Recovery”
  11. What are your “Customer Service Prediction(s) for 2013?

“Can Anybody Sell?” (Rob Jolles)

Rob Jolles, 3-time bestselling author (including Customer Centered Selling), professional speaker and corporate trainer, shares his unique sales approach in this high-energy interview. Enjoy!

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My questions to Rob:

  1. Is this something people are born with? Can it really be taught?
  2. For someone just entering sales, how long should they expect it to take to learn?
  3. Does selling require major discipline?
  4. Are there as many buying styles as there are selling styles – must they match?
  5. How does one model top salespeople while staying true to thyself; remaining authentic; genuine?
  6. You have a forthcoming book on persuasion?
  7. Are the some people who SHOULDN’T be selling?
  8. Name a couple of characteristics that a strong salesperson might possess.
  9. You’ve been an inspiration to many … who has been YOUR inspiration?
  10. What can people do to continuously improve their selling skills?
  11. What are the most valuable tools, on our quest toward sales mastery?
  12. Do you find that some team members don’t want to think of themselves as salespeople … even if they ARE selling?
  13. Is it mandatory that the person believe in their product/service?
  14. How important is it to sell IN-PERSON?
  15. Do too many salespeople focus on the features, rather than the benefits?
  16. What common mistakes should salespeople avoid?
  17. Which popular companies have selling figured out?
  18. How has selling evolved in the time you’ve been doing this?
  19. Is today’s consumer more difficult to close?
  20. A great salesperson comes equipped with great questions … What’s one of your favorite questions?
  21. For someone selling a product, how important is product knowledge?
  22. How does customer satisfaction fit into all of this?
  23. How do we best understand customer needs?
  24. Talk to us about “fear of loss.”
  25. We hear the term, “Relationship selling.” – what does it mean to you?
  26. Other down economies, how has that changed the sales cycle for anyone in sales?
  27. How does social media fit into all of this? How has it changed the landscape of selling?
  28. Best advice to someone getting into selling for a career?

“Why Do Business Internationally?” (Michael Bare)

“Why Do Business Internationally?”

Michael Bare, President of BARE International (a mystery shopping company), shares his story of expansion into 6 countries. Watch to discover what pitfalls to avoid and what rewards are available via global business expansion.

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Here’s what we asked Mike:

  1. Tell our viewers what mystery shopping is?
  2. Why mystery shopping?
  3. Can you tell us about the role/importance of consistency?
  4. How do you see most business owners react to the idea of: “Going global?”
  5. Why might someone consider expanding into other countries?
  6. Was it your original intention to go global with your company?
  7. Do you feel the need to “be there?” (i.e., have a presence in these other countries)
  8. You started out in restaurants/hotels – how did expanding into other industries come about?
  9. When might a business owner know it’s time to consider business outside the US?
  10. What can the US learn about: business and/or customer service from other countries?
  11. All countries don’t do business exactly as the US does … How does one prepare for the cultural differences?
  12. How important is it to know the language?
  13. When it comes to choosing which countries … where does one begin?
  14. How does “International” affect your brand image?
  15. Is it necessary to conduct cultural/diversity training internally?
  16. What are a few of the pitfalls of doing business internationally?
  17. What have you been most surprised by?
  18. What is the current state of CUSTOMER SERVICE in the US and abroad?
  19. How important is it that the “customer experience” is the same at every one of a company’s locations around the world?
  20. What is the most common challenge you see companies having around delivering great customer service?
  21. Do you believe our recent economy has caused a “correction?”
  22. What about linking employee compensation to customer satisfaction scores?
  23. Our younger generation has grown up with less day-to-day human interaction – how do you see this affecting customer service?
  24. You’re founding member of the Mystery Shopping Providers Association…
  25. You also provide “hidden camera” services?…
  26. Based on your findings, what are business owners most surprised by … after being shopped?