139: Being Customer Obsessed

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep connections forged by personal touches in customer interactions. Tom Smith is a virtuoso of the customer experience and shares his wisdom on cultivating unforgettable moments. Hear how small, thoughtful actions can ripple through a person's life as we explore the role of “daymakers” in business. This episode is a heartfelt reflection on the power of empathy and understanding in service delivery, demonstrating how every employee can embody the luxurious touches that define our industry. As we wrap up, John shares wisdom from his writing and hospitality adventures, offering guidance on transforming client losses into learning experiences. He even reveals his “word of the year” as a navigational star for personal growth. Whether you're a customer service enthusiast or a business professional seeking to elevate your craft, this episode will leave you inspired and ready to spark your own revolution in the art of service. Here are just a few takeaways: Tom Smith’s adeptness at creating extraordinary customer experiences “Tipflation” and its impact on the service industry The changing expectations around tipping practices Tom's journey from the military to hospitality, his philosophy of personalized care, and stories of memorable guest interactions “Daymakers” in business and the importance of turning service mishaps into opportunities for creating loyal customers The revitalization of Wilson, Arkansas, with its unique English Tudor architecture and the transformation into a community-focused destination Reflections on personal experiences, the concept of slow travel, and advice for excelling in the hospitality industry Strategies for learning from customer loss Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog www.wilsonarkansas.com www.linkedin.com/in/tom-smith-ceo-inviteonly www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** Episode Credits: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.