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Title: Secret Service: Hidden Systems That Deliver Unforgettable Customer Service by John R. DiJulius III ISBN: 0-8144-7171-4 Publisher: AMACOM Pub. Date: January, 2003 Format: Paperback Volumes: 1 List Price(USD): $17.95 |
Average Customer Rating: 5 (13 reviews)
Rating: 5
Summary: Brilliant!
Comment: Every business deals with a customer, therefore every business provides a form of customer service--how good is yours? No matter what level you're on, reading this book will certainly improve it! DiJulius has incredble insight into connecting different industries to benefit not only each other, but their customers as well. These ideas, while incredibly brilliant, are easy to understand and implement. I have found the information to be so profound that I've actually revamped our company's orientation for new employees based on it!
Rating: 5
Summary: A Success-Through-Service Book of the First Order
Comment: Secret Service is one of the few business books (that is not a narrative case study) that is actually enjoyable to read. John Dijulius, owner of John Robert's Hair Studio & Spa, comments on how his business and many others see customer service not as a necessary evil but as integral to (if not entirely) their product.
While the hair and spa industry is primarily a service industry, Dijulius goes far beyond, dealing with how retail and even distribution companies can better serve their customers and the rewards that those who do will reap. His examples include some of the more obvious ones practitioners as Southwest Airlines and Nordstrom's as well as a number of lesser-known businesses from a variety of industries. In many cases, he highlights businesses that he has had personal experience with, thus illustrating how a satisfied customer can be much more profitable than any marketing that you can buy.
Dijulius also highlights the economics of increasing the value of (and to) your existing customers by reminding them when they may need a product or service and making sure that they are happy after the purchase. He highlights a variety of systems that he and others use to do this such as follow-up thank you cards, newsletters and personalized notes on invoices.
He also reminds us that employee satisfaction is just as important as customer satisfaction (and in fact, directly leads to customer satisfaction). He highlights systems that his spa has used to retain their best employees and avoid the expense of training, while ensuring consistent service quality for their customers.
This is a how to serve your customer better and grow your business book of the first order. More importantly, it is concise, personable, and remarkably enjoyable to read. This is a must read for anyone working at or managing a business that wants more customers.
Rating: 5
Summary: TOUCHED, MOVED AND INSPIRED INTO ACTION!!!
Comment: BEFORE READING "SECRET SERVICE", I ONLY THOUGHT WHAT I WANTED FOR MYSELF, BASED ON LIMITED EXPERIENCE IN THE SKINCARE BUSINESS, WAS BEYOND REACH. I AM AN ESTHETICIAN WHO WORKED BRIEFLY IN THE FIELD. I ENDED MY CAREER BY GOING BACK SCHOOL FOR A BACHLORS IN PSYCHOLOGY. HOWEVER, I NEVER LOST MY LOVE AND DESIRE FOR THE TRADE. I HAVE JUST RECENTLY GRADUATED WITH MY BACHLORS DEGREE IN PSYCHOLOGY. MY DREAM HAS BEEN TO BLEND MY PSYCHOLOGY BACKGROUND WITH MY ESTHETIC DEGREE. I HAVE INVISIONED CHANGING THE SALON WORLD "AS I KNEW IT" INTO AN EXPERIENCE THAT ACTUALLY REFLECTS WHO WE REALLY ARE, "TRANSFORMATIONISTS". I HAVE ALWAYS BELIEVED THE ESTHETIC WORK I PERFOMED ON AN INDIVIDUAL GOES FURTHER THAN "SKIN DEEP". I WORK FROM A STAND OF RESPONSIBILITY TO EMBRASE THAT SOMETHING MY CLIENT IS MISSING. NOT JUST CREATING A NEW LOOK OR A BETTER COMPLECTION, I AM CREATING, PSYCHOLOGICALLY, A PUBLIC PERCEPTION IN WHICH MY CLIENT WILL BE VIEWED. THIS IS WHY I LOVE TO DO WHAT I DO AND AM PASSIONATE ABOUT IT! READING THIS BOOK TOOK ME OUT OF THE PLACE OF WHAT I FELT TO BE IMPOSSIBE (MY LIMITED EXPERIENCE) TO A PLACE WHERE ANYTHING IS POSSIBLE. THE REAL LIFE AND TANGIBLE RESULTS PRESENTED IN THIS BOOK HAVE TAKEN FROM COMPLEXITY TO SIMPLICITY. I WAS SO EMPOWERED BY THE KNOWLEDE PRESENTED IN THIS BOOK THAT I CREATED A POSITION FOR MYSELF WITHIN A SALON, WHICH WAS NOT EVEN HIRING. THIS HAPPENDED SOLEY BASED ON WHAT I HAD LEARNED AND BELIVED COULD HAPPEN BY READING "SECRET SERVICE". AT THE RISK OF MY INTEGRITY, I CAN SAY TO YOU... THIS HAS ABSOLUTLY CHANGED "WHO I AM" AND "WHAT I BELIEVE I CAN ACCOMPLISH". IF YOU ARE IN ANY DOUBT "TRY IT OUT"! I CLOSE WITH MY THANKS TO JOHN DEJULIAS FOR BEING BIG ENOUGH TO BE SMALL ENOUGH TO SHARE HIS TECHNOLOGY!...
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Title: Delivering Knock Your Socks Off Service by Ron Zemke, Kristin Anderson ISBN: 081440765X Publisher: AMACOM Pub. Date: October, 2002 List Price(USD): $18.95 |
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Title: Service Magic by Ron Zemke, Chip R. Bell ISBN: 0793164672 Publisher: Dearborn Trade Publishing Pub. Date: 22 April, 2003 List Price(USD): $18.95 |
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Title: The Big Book of Customer Service Training Games by Peggy Carlaw, Vasudha K. Deming ISBN: 0070779740 Publisher: McGraw-Hill Trade Pub. Date: 01 September, 1998 List Price(USD): $19.95 |
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Title: Coaching Knock Your Socks Off Service by Ron Zemke, Kristin Anderson ISBN: 0814479359 Publisher: AMACOM Pub. Date: January, 1997 List Price(USD): $18.95 |
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Title: Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey Gitomer ISBN: 188516730X Publisher: Bard Press Pub. Date: September, 1998 List Price(USD): $30.00 |
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