As a veteran of the financial services and multi line industry for over 30 years, Ray has achieved extensive knowledge and success as both a manager and producer. While building several agencies from the ground up and serving as vice president of sales for a national insurance company, Ray has never veered far from his “producer” roots. Ray mixes a good dose of humor with real life experiences to bring his individual coaching sessions, as well as his training seminars -both in person and by teleconferences, and now this book - alive. The results speak for themselves; “Listening to you made me realize all the mistakes I’ve been making in selling life insurance to my clients” is how one attendee put it. Another called Ray’s workshop “one of the best presentations on how to sell life to my P/C clients that I’ve ever heard in my 16 years in the business.” Ray now brings this to you in this book.
How many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In Secret Service DiJulius reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people * “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood.
DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America. By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.