Life lessons from a 13-year-old
CustomerService BY JOHN ( AND BO ) DIJULIUS
The Real Deal
Life lessons from a 13-year-old
I have had the good fortune to experience and witness many professionals who truly know how to serve . However , one person in particular consistently blows me away by how he builds rapport instantly with strangers and learns so much about them in only a short conversation . This person is my 13-year-old son , Bo DiJulius . I ’ ve been so intrigued by his ability to strike up a conversation with someone he has never met before and have that person share so many intimate details with a teenager that I asked Bo if he could share how he does it .
If someone asks me what customer service is , it ’ s like tying my shoe . But not all people know exactly what it is , especially a teenager like me . Some businesses don ’ t look at customer service as it should be looked at . Why should they look at it differently ? Well , it just makes life easier for so many people , including yourself . Treat customers like a celebrity and make them feel special . Make them want to come back .
Customer service also helps you . If you leave a mark on someone or treat them very nicely it ’ s very easy to remember them . For example , it ’ s the first day you see this man walk into the store . You make him feel special and do your job by providing the product he came to your business for — but you also provide him with a different outlook on his day , and even you and the business .
Next time he comes in , you will hopefully say ,“ Joe , it ’ s so nice to see you .” Just think about walking into a business with other people there and somebody calling out your name . It would probably seem like you ’ re an important person . Well , that ’ s the goal . Make them feel like they are the real deal . Not only for Joe , but for Susan and Aaron and Lou . Then they don ’ t have to worry about how their new shoes are going to look , or if this dress is cute , because with your support they will have such a boost in confidence !
This is only one part of customer service . You ’ ve got to smile , laugh , and talk , but not about yourself all the time . For example , “ Joe , how ’ s your family been ?”
“ Joe , how ’ s your job ?” “ Joe , you look very good today , did you get a haircut ?”
Another important thing is that if you need to bring a “ mask ” to work , then bring it . If you fought with your boyfriend or girlfriend all night and morning and come to work with negativity , it ’ s going to spread like a virus . It will fill the air . Hide your feelings under a mask , and at the end of the day that mask might not come off because you feel too good to take it off . You ’ re making people ’ s days and releasing stress from yourself . And you meet interesting people when being inquisitive . Not all people are all happy and smiley . But that should never change you .
Why do I do this ? Well , I just love that feeling when you know someone ’ s going home with a smile . And that somebody
“ Make them feel like the real deal so you can be the real deal .” is the person you helped — and yourself . Because positivity is just as contagious as negativity . So fill the air with joy and bright smiles .
“ Where are you from ?” I was at the Cheesecake Factory in Buffalo , N . Y ., eating with my dad . We were sitting next to a man and a woman . While my dad went to the bathroom , I stopped playing Pokémon Go and said , “ Where are you guys from ?” The woman was from Germany and the man was from Buffalo . They were dating , too . I learned so much as we spoke and it was one of the craziest things ever . John Stanz was the man ’ s name . He served , I believe , 10 years in the Marines and was a staff sergeant . He was shot in the ear one time and also blown up in a truck by an IED . He broke and tore so many things I can ’ t remember . He was in a coma for five-and-a-half weeks . His family was called to say their goodbyes because John had a 0 percent chance of living . His family said no they will not give up , which forced his parents to quit their jobs . Amazingly , John woke up from his coma but was told he would never be able to speak or eat on his own , or even walk ever again . Almost two years go by and John is recovered and was overcoming the impossible . He still has lots of injuries but is a hero .
The thing is what if I didn ’ t say , “ Where are you guys from ?” I would have missed out on something that inspired me so much . That ’ s why you have to talk and learn and meet people .
Thank you for your time . And remember , make them feel like they are the real deal so you can be the real deal . If you ever want to contact me , email me at bodijulius9 @ gmail . com , or bodijulius on Twitter and Instagram . You ’ ll find the kid who is learning and living an amazing life thanks to my amazing father and two brothers who taught me it all . Thank you and have a great day .
John R . DiJulius III , author of The Customer Service Revolution , is president of The DiJulius Group , a customer service consulting firm that works with companies including Starbucks , Chickfil-A , Ritz-Carlton , Nestle , PwC , Lexus , and many more . Call him at 216-839-1430 or email info @ thedijuliusgroup . com .
68 MULTI-UNIT FRANCHISEE ISSUE I , 2017