139: Being Customer Obsessed

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.”

On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone’s day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep connections forged by personal touches in customer interactions.

Tom Smith is a virtuoso of the customer experience and shares his wisdom on cultivating unforgettable moments. Hear how small, thoughtful actions can ripple through a person’s life as we explore the role of “daymakers” in business. This episode is a heartfelt reflection on the power of empathy and understanding in service delivery, demonstrating how every employee can embody the luxurious touches that define our industry.

As we wrap up, John shares wisdom from his writing and hospitality adventures, offering guidance on transforming client losses into learning experiences. He even reveals his “word of the year” as a navigational star for personal growth.

Whether you’re a customer service enthusiast or a business professional seeking to elevate your craft, this episode will leave you inspired and ready to spark your own revolution in the art of service.

Here are just a few takeaways:

  • Tom Smith’s adeptness at creating extraordinary customer experiences
  • “Tipflation” and its impact on the service industry
  • The changing expectations around tipping practices
  • Tom’s journey from the military to hospitality, his philosophy of personalized care, and stories of memorable guest interactions
  • “Daymakers” in business and the importance of turning service mishaps into opportunities for creating loyal customers
  • The revitalization of Wilson, Arkansas, with its unique English Tudor architecture and the transformation into a community-focused destination
  • Reflections on personal experiences, the concept of slow travel, and advice for excelling in the hospitality industry
  • Strategies for learning from customer loss

Resources mentioned:

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.