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A Better Version Of Yourself - John DiJulius - Episode # 032

A Better Version Of Yourself - John DiJulius - Episode # 032

Episode 32 Published 4 years, 5 months ago
Description

John DiJulius, President of the DiJulius Group, started his enterperinaul career operating a hair salon with his wife in Cleveland. Now, he is an international consultant, working with companies like the Ritz-Carlton. He’s the author of many books, including the must read “Customer Service Revolution.” John joins host Dan Ryan to talk about his views on #hospitality and what it all means to him. 


Takeaways: 

  • There are 10 rules to follow when it comes to customer service and making sure you provide a world class experience.
  • Hospitality is the emotional warmth that you get from someone. It’s not just contained to hotels and restaurants but applies in all aspects of life. 
  • The hospitality aptitude is a person's ability to recognize, meet and exceed customers expectations regardless of the circumstances. 
  • Hospitality can be defined by the five E’s; enthusiastic greeting, ear to ear smile, eye contact, engaged, and educate.
  • You want to be excited to have new clients or new guests at your hotel or restaurant. Excitement shows that you are and are interested in them.
  • There’s a gift in every conversation if you’re paying attention to it. You listen to what the other person is saying and send them a follow up, just to let them know you heard them.
  • F.O.R.D - Family, Occupation, Recreation, and Dreams. These are great ways to get to know someone and communicate with them.
  • John looks forward to the future where technology becomes better and better and makes all of our lives easier. 


Quote of the Show:

 

5:50  “I don't believe hospitality is an industry. I believe it's a piece of the experience every company should deliver. I think PricewaterhouseCoopers, lawyers, whatever industry manufacturing, we should be in the hospitality business, all of us that happens to have really smart lawyers, accountants, widget makers, whatever that means. I really believe it and how I define hospitality is, it's a feeling you give me. Ideally it's an emotional warmth, but it's emotional.”


Links:

 

Shout Outs:

 

0:03 Ritz-Carlton

1:38 Chick-Fil-A

1:40 Starbucks

1:52 Spirit Airlines

10:00 Danny Meyer

10:01 Union Square Cafe

14:01 “How to Make Friends and Influence People” by Dale Carnegie

15:30 Balthazar, Keith McNally restaurant

20:50 New Day USA

48:48 Tesla 

48:50 Peloton

48:51 Lulu Lemon

48:54 Apple


Ways to Tune In: 

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