Consulting from John DiJulius

On-Site Experience Report

John works with numerous companies in helping them develop their Ultimate Customer Experience Cycle. Working with a Secret Service committee from the organization John goes on-site to their different locations and observes every customer interaction stage. He then makes a detailed presentation and/or report specific to their culture and their experience opportunities and an action plan to roll these new systems out.

Secret Service Implementation and Rollout

Learn what the majority of companies in the world do not know; how to take great ideas and turn them into “non-negotiable” standards that every customer will consistently experience regardless which location they visit, which employee they come in contact with, and if the manager is on site. Every promise delivered to every customer, every time, by every employee.

John is the General Contractor of building your Secret Service System. Here he will help you fully develop the following;

• Create a Customer Experience Cycle
• A defined list of Service Defects, Secret Service & Above & Beyond opportunities for every single stage of your Customer Experience Cycle
• Create your companies Customer Service Terminology
• Create protocol for your most common customer challenges
• Create scripts for critical questions & situations
• Create “Legacy” of the history and tradition of the company
• Reintroduce the companies traditional standards, repackaged in a Secret Service Workbook that contains;
  1. Company Service Terminology
  2. The Customer Experience Cycle Chart & description of each stage
  3. Common Customer Challenges
  4. Each departments stages of their specific customer experience cycle with the Service Defects/Secret Service/Above & Beyond list for each stage
  5. Scripting
  6. Company Legacy
• A “potential” Secret Service list we have collected and want to consider rolling out
• Put each potential Secret Service list through 19 questions to ensure they meet company criteria, i.e. with regards to cost and complexity to execute and manage
• Create a definitive list of future Secret Service systems that will be introduced over the course of the next 18 months
• An 18 month roll-out calendar introducing 2-3 new Secret Service ideas every 90 days, 12-15 over the course of the next 18 months
• The awareness campaign initially and each 90 days to kick it off
• How to manage the Secret Service systems and that they are getting done and the ramifications for when they don’t get done 100% of the time
• Creating a Secret Service boot camp for all new employees to go through to learn the entire Secret Service Workbook
• Annual re-orientation to Secret Service boot camp for existing team members
• Create a Secret Service Workbook test

Regional Secret Service Tour

No involvement, no enrollment. World Class cannot be achieved if only top management gets it. By the time it gets to the front line it’s diluted so much that there is no passion behind it. Many regional and national companies have John deliver his Secret Service keynote, giving their front line managers and team members an opportunity to hear the “message” and buy into the company’s new service direction.