Scout for Success

Secret Service Systems for Successful Businesses

John R. DiJulius has written a book that I not only bought for myself, but have also gifted to a number of my own customers.  Secret Service is remarkable for both its common sense clarity and its numerous examples of real, household-name companies putting the principles defined in the book to work.  Sub-titled “Hidden Systems That Deliver Unforgettable Customer Service,” this is a book that delivers on its own promise, by providing ideas for ratcheting up the level of customer service that can be implemented by virtually every type of business.  DiJulius manages to be both informative and entertaining while he offers clear, concise descriptions of the actions successful businesses take to keep them number one with their customers.  You’ll be amazed at the simplicity of some of the policies and initiatives he describes. 

DiJulius is the president of a consulting firm specializing in customer service and marketing, and a longtime successful business owner himself.  In addition to addressing the needs of customers, he also goes the extra mile in recognizing the value of dedicated, engaged employees, providing sensible advice on training geared to encouraging teamwork and reducing turnover.  Highly recommended!