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:

• Twitter: https://twitter.com/johndijulius
• LinkedIn: https://www.linkedin.com/in/dijulius/
• Website: https://thedijuliusgroup.com
• Book Links: https://www.amazon.com/Relationship-Economy-Building-Stronger-Connections/dp/1626346437
  • https://www.amazon.com/Best-Customer-Service-Quotes-Ever/dp/1632990873
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  • https://www.amazon.com/Customer-Service-Revolution-Overthrow-Conventional/dp/162634129X
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  • https://www.amazon.com/Whats-Secret-Providing-World-Class-Experience/dp/0470196122
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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: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Podbean: https://www.defininghospitality.live/
• YouTube: https://youtu.be/cI4awAsf7_s