Service Secrets

Owners of both small and franchise salons can learn how corporate giants like The Walt Disney Company and The Ritz-Carlton Hotel Company, which each have thousands of employees, are able to deliver outstanding customer service on an everyday basis in the best-seller What's the Secret? To Providing a World-Class Customer Experience (Wiley, 2008) by John R. DiJulius III. The book outlines the steps companies need to take to achieve top-notch customer service in their own businesses, including how to attract and retain a high-quality team, measure customer satisfaction, and create a culture that routinely goes above and beyond for the customer. DiJulius, who recently spoke on this topic at the Neill Corporation-sponsored Serious Business conference in New Orleans, is president and owner of John Robert's Spas and president of the consulting firm The DiJulius Group. —L.A.