This is a bit of a different episode. Coming off of an incredibly exciting but exhausting International Builders’ Show, coupled with the devastating news of Kobe Bryant’s death, Kevin takes a step back and reflects on what career growth means to him, and how, for every one of us, it presents an opportunity to give back and uplift others. We also had the pleasure of speaking with the man who literally wrote the book on customer service (5 of them). John DiJulius with The DiJulius Group shares how to build a culture of customer service within your organization, no matter the industry.

Reflections on Life and Career (3:26)

• The value of checking in with yourself throughout your career
• Think bigger – there comes a time to invest your skillset elsewhere besides your own career growth

360 Topic of the Week – Creating a Culture of Customer Service with John DiJulius (9:43)

John DiJulius

John DiJulius hasn’t just read the books on customer service, he wrote them – five, to be exact. Through his international customer service consulting firm, The DiJulius Group, John has worked with some of the world’s most recognizable brands – The Ritz-Carlton, Lexus, Starbucks and Chick-fil-A to name a few – to make them the brands their customers cannot live without. John’s mission is to change the world by starting a customer service revolution. We discuss:

• Customer service never stops – it has to be an obsession
• Why customer service looks different for every customer. Own every moment.
• High service aptitude is not inherent
• Put yourself in the place of the customer. What may be an “appointment” to you could be mom or dad missing work to look at what could be their very first home (and other examples)
• John’s favorites of his 10 Commandments of Customer Service including:
  • Service Vision
  • Create a World-Class Internal Culture
  • Non-negotiable Experiential Standards
  • Zero Risk

Bonus links:

• Chick-fil-A’s “Every Life Has a Story” Video
• Nemacolin – where Kevin first saw John speak

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A weekly new home marketing podcast for home builders and developers. Each week Kevin Oakley, Andrew Peek, and others from Do You Convert will break down the headlines, share best-practices and stories from the front line, and perform a deep dive on a relevant marketing topic. We’re here to help you – not to sell you!

The post Ep 85: Creating a Customer Service Culture with John DiJulius appeared first on Online Sales and Marketing for Home Builders - DYC.