Be Fanatically Obsessed - John DiJulius (Founder of John Robert's Spa & The DiJulius Group)
John DiJulius is the successful entrepreneur behind John Robert’s Spa and The DiJulius Group. He’s the author of a couple successful books on customer service, and tours the world speaking about making price irrelevant to your customers. He says all of this success comes down to one thing: Being a fanatic.
John believes all the most successful entrepreneurs are or were fanatics in their devotion to their endeavors. Walt Disney, Steve Jobs, Ray Kroc, Richard Branson, Herb Kelleher, you name it … they were/are obsessed with ensuring that their customer experience is delivered in a very particular way. They were obsessed with their products and/or services and were driven to ensure that the product was consistent and precisely as designed.
John argues that a company culture of customer-focused experience and “policy” starts at the top. However, because it starts at the top, this sort of culture can be constantly under siege; it can be challenged by middle management or stifled by a fear of making mistakes. It is the responsibility of the leaders, John argues, to insure that the obsession with customer service is nurtured and is able to flow throughout the company widely and consistently.
“You need to be fanatically obsessed with every detail of the customer’s experience,” John says, and it certainly seems to be working for him.
Listen to the conversation with John here:
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