1. Feature Article
How to be a Disney Hangover
By John DiJulius, Chief Revolution Officer
Who do you Compete with?
If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. Whether you are a law firm, insurance agent, jewelry store, salon, or accounting firm, comparing yourself to the competition is really pointless. After a customer receives a haircut, they don’t leave that salon and then go visit another one and say, “Wow, my salon is so much better.” Your firm’s client doesn’t hang up with you and call another accounting firm.
Creating a Disney Hangover
Whenever you leave Disney, for the next 72 hours, you are disappointed in the customer experience from other companies because Disney makes you more keenly aware of what an excellent experience is.
That is what you want to happen every time your customer comes in contact with someone from your organization. That they are disappointed with whatever business they come in contact with next, because they don’t compare to your expertise, friendliness, rapport, and your follow through.
You do that by focusing on every interaction you have, be it a guest, coworker, or total stranger. You focus on making a positive memorable moment that leaves a lasting impression.
Feeling Cared for Unlike Anywhere Else you go
Chick-fil-A has revolutionized its industry by mastering hospitality unlike any other quick-service restaurant. Its story is remarkable. With more than 1,500 locations in the United States and more than forty years of double-digit growth, Chick-fil-A is one of the best case studies for customer service consistency. Its service vision is “To make our guests feel cared for, unlike anywhere else.” Make their guests feel cared for in a way that no one else does. I love that. They didn’t say, “Make our guests feel cared for better than Burger King or McDonald’s”; they said better than anywhere else customers go. Chick-fil-A knows it is not only competing with other fast food restaurants. After you go to a Chick-fil-A restaurant, you don’t drive down the street to one of its competitors. You don’t need to, but you do go to other places, like running errands and dealing with other businesses.
Chick-fil-A has a metaphoric “cared-for-meter” that it uses as a training example to demonstrate how much people need to feel cared for. Chick-fil-A trains their employees on how every person has a story. Making them aware of all the different situations that are going on in their customers’ lives. Besides their personal situations, think about how often people experience subpar service in a day, constantly hearing things like “No, we can’t do that” and “It’s our policy.” During any given day, a person’s cared-for-meter could be around a three or a four (out of ten); then they walk into a Chick- fil-A restaurant and they are greeted with an enthusiastic smile, and they hear words like “certainly” and “my pleasure.” All of a sudden, their cared-for-meter spikes to a nine. Something significant happens to a person when they feel cared for. They may not realize it at the time, but they want that feeling again. They need that feeling again. A few days later someone is dying for a chicken sandwich from Chick-fil-A, but it might not only be the sandwich that is drawing them back.
2. My Brand-New Presentation
The Customer Service Revolution has over 1,000 leaders who have already registered. What a lineup we have for Week 1, Thursday October 1st (tomorrow)! In my opening keynote I will be sharing a brand-new presentation on how to Reimagine…Revolutionize. To help you achieve that, my Week 1 presentation is going to focus on two areas:
- Understand the irreversible impact of COVID-19
- What are the best ways to Reimagine your business model
You will learn:
- The #1 cause of anxiety
- What every leader’s first business strategy should be
- #1 attitude hack
- The pivotal role your customer experience plays during an economic fallout
- How to meet your customers where they are going
- An exercise great companies do to position themselves for an immediate pivot
If you can’t join live, you can watch the replay.
3. Chris Larkins Presenting at The 2020 Customer Service Revolution
The DiJulius Group is thrilled to announce that Chris Larkins is presenting at this year’s virtual Customer Service Revolution. Chris is an Executive Partner at CEO Coaching International. Chris also has direct experience leading turnarounds in manufacturing, international distribution and consumer services. Six years ago, Chris had an unpredictable brush with death, the kind which most don’t survive.
What I Learned by Almost Dying
Throughout that experience and in the years since his survival, Chris has identified profound personal and professional lessons that have influenced the way he approaches adversity in life and in business.In a year when unforeseen disruption from COVID has upended our forecasts and perhaps our business models themselves, learn the keys to successful transformation, and move from “Survive” to “Thrive” mode.
4. Newest Episode of The Customer Service Revolution Podcast
In Episode 023, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Tom Ryan, NCAA Champion head coach of The Ohio State University Wrestling Team. Tom just released his new book, Chosen Suffering: Becoming Elite In Life And Leadership. Tom’s passion is to transform ordinary lives into elite champions.
What you will learn:
- About Tom’s new book that just came out September 2020 Chosen Suffering
- The Collision of Two Sufferings: chosen and unchosen suffering
- The 3 Success Pillars
- The connection between love and chosen suffering
- How people can work their way out of being in a slump—to change your direction
- What he means by “positive infinity crashes any pity party”
- How Tom has overcome his personal unchosen suffering
- How to prepare for when unchosen suffering comes along
- What Tom will be presenting at the 2020 Customer Service Revolution
5. Register for The 2020 Virtual Customer Service Revolution
Week 1 of 5 (every Thursday in October) starts this week!
If you’re registered already, take a few minutes prior to the event to get your profile set up and logged into the platform, so that you don’t miss a minute! Be sure to use the email address confirmed in your registration info to ensure you have access.
If you haven’t registered yet, it’s not too late!
Register today and join us as we Reimagine… Revolutionize!