Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Many thanks to those who participated and supported the naming of this series! You know who you are.
This month’s spotlight is on John DiJulius, one of the premiere customer experience keynote speakers, authors, and consultants around. He has written two excellent books about customer service: What’s The Secret and Secret Service, both of which I highly recommend. I had the pleasure of seeing DiJulius speak at the Multi-Unit Franchise show this past spring, and his presentation was simply excellent. I mentioned the customer service video he showed during his talk in an earlier post.
I thought John DiJulius would be a fitting first spotlight for the Monthly Mash, as his work has been one of the bigger influences on my customer service thinking and, more aptly, because I am very excited to be attending his Secret Service Summit this week! One of DiJulius’ core teachings is having invisible systems (hence, Secret Service) that seamlessly help organizations deliver an exceptional customer experience. Please check out John DiJulius’ website, blog, and books. You won’t be disappointed.
A collection of the best posts about customer service and the customer experience I read this past month.
Sometimes the most popular post from the previous month; sometimes just the one I am most proud of.
In China a Zen master traveled with a few disciples to the capital and camped near the river. A monk of another sect asked one of the disciples of the Zen master if his teacher could do magic tricks. His own master, said the monk of the other sect, was a very talented and developed man. If he stood on one side of the river, and somebody else stood on the other side, and if you gave the master a brush and the other man a sheet of paper then the master would be able to write characters in the air which would appear on the sheet of paper.
The Zen monk replied that his master was also a very talented and developed man, because he too could perform the most astounding feats. If he slept, for instance, he slept, and if he ate, he ate.
I’ve thought more and more about this story in recent years, as our lives have become increasingly intertwined with the technologies of the day. While there is a powerful lesson here for life, there is also a powerful lesson for anyone who touches a customer.
Our customers deserve our attention. Are you present in the moment and focused on the person you are serving? Have you left your inbox, To Do list, and voicemails behind while you focus on the customer and what they are saying about their needs? It sounds simple; yet, as most of us know, in today’s world, true focus might be one of the most difficult feats of all.
I hope you enjoyed the Monthly Mash. Feel free to share it using the social share buttons below.
*Please forgive the lack of attribution. I copied this from a collection of Buddhist stories over 15 years ago, and an exact word search on Google yielded nothing.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.