156: Cultivating The Customer Service Experience with John DiJulius

We are all into the customer service experience. Many companies and people talk about customer service, but they don't make it their brand. John DiJulius has made his whole business life all about customer experience. John is a keynote speaker, international customer experience consultant, and the bestselling author of three books, including The Customer Service Revolution. He works with world-class companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Chick-fil-A, and many more. John shares how he lives his brand and how he puts the customer experience into everything he does.

• Here’s How »

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• Do You Stand Out? Take The Yellow Tux Quiz

155: Writing Your Business’ Future Down with Cameron Herold

154: Season Two Of Business Done Differently: The Customer/Employee Experience

Get ready to stand out, be different, have fun, and make an impact on people's lives as Business Done Differently is back for season two. Join Jesse Cole as he focuses solely on customer and employee experience. Be inspired and learn from first-hand experience as he brings on special guests, including Ken Blanchard, Chip Conley, John DiJulius, Cameron Herold, and more. Enjoy and start taking action as Jesse dives deep in what led these entrepreneurs and authors to success, and how they share their vision with everyone they touch.

• Here’s How »

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• Do You Stand Out? Take The Yellow Tux Quiz

153: The Best of BDD | Final Episode

152 : Don Yaeger - What Makes Great Performers Stand Out

151: David Ragosa and Carlo Ruggiero - Franchising One Cone at a Time

David Ragosa and Carlo Ruggiero are reinventing the way Americans eat one of the most iconic foods in the world. They are the founders of Kono Pizza, or pizza in a cone. Kono Pizza is setting up franchises in the country, building it one cone at a time.

"For me, there are few factors: faith, patience, passion, and a ton of perseverance." - Carlo Ruggiero of Kono Pizza on building a culture

Kono Pizza - It's About Delivery

David and Carlo's product is revolutionary. It took the necessary preparations to come up with the basics for the development of the product. But the journey actually started when they finally had to figure out how to deliver.

The process of figuring out the best way to go about this entailed letting go of tools that no longer worked. They had to consider the way customers saw their product. Part of being an entrepreneur is being able to not go down the same road and fall into a cliff out of pride or an initial vision.

"We did fail, we made mistakes in the beginning. We cannot merely say that in a good way. Obviously that's the only way you learn." - Carlo Ruggiero of Kono Pizza

Franchising is a Privilege

David and Carlo consider becoming a franchisee of Kono Pizza to be a privilege, not just a sell. They award franchises, and obtaining one means becoming part of the family.

This sense of community places importance on the obtaining of the franchise, encouraging everyone to share the same vision for quality pizza.

Final Four

1. What have you done to stand out in business and in life?

“Working super hard."

2. What advice would you give to someone to stand out in business and in life?

“You have to outwork everybody."

3. Best advice you’ve ever received.

“Be patient.”

4. How do you want to be remembered?

“That I left the place better than when I started.” - David Ragosa

“Leaving a legacy not just about the money but about doing the right thing all the time.” - Carlo Ruggiero

To hear more from Kono Pizza's David and Carlo, download and listen to the show!

Learn more from Jon Vroman:

Website - Kono USA

Franchise - Kono USA Franchise

Twitter

Jesse loves connecting and hearing from his listeners:

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Find Your Yellow Tux

Book - Find Your Yellow Tux

Jesse Cole is a passionate and engaging business leader sharing other leaders messages, tips and fresh ideas on Business Done Differently. Subscribe to hear more front runners doing it differently and remember to leave him a rating and review on iTunes.

Thanks to Podcast Pilot for the editing, show notes and publication. They take care of it all!

150: Jon Vroman - Make Moments Meaningful

Jon Vroman founded the Front Row Foundation with the vision to help create life-changing moments for people in need. A motivational speaker, he shares the same language as Jesse Cole. He believes in the power of moments, putting people first and making these moments daily.

Jon is the author of the bestselling book, The Front Row Factor.

"How can I consciously create, experience and celebrate the meaningful moments of life?" - Jon Vroman

Jon Vroman - Turning Now into Wow

Front Row helps people have the front row experience of things they're passionate about. In turn, they treat other people by creating meaningful moments for them.

"We're trying to be moment makers. We're trying to turn any situation into something more meaningful. We say that we bring meaning to moments. We say that we turn now into wow." - Jon Vroman

Experiencing and Celebrating Life

People create meaningful moments that they look into as some source of hope and celebration in the future. When people use the power of future possibilities that spring from the now, they can grab hold of what then becomes the past.

By experiencing life as it happens now and holding some gratitude for the now, people can celebrate more of life today.

"We don't know how much time we all have. We live in gratitude. We live in amplifying the good so that we could silence what sometimes is not as good." - Jon Vroman

Final Four

1. What have you done to stand out in business and in life?

"It's taking an interest in people."

2. What would you tell people to stand out in business and in life?

"Add value, be observant, show up and be an owner of something."

3. Best advice you've ever received.

"Help other people along the way. Be a great person for other people."

4. How do you want to be remembered?

"As somebody that was kind, that was thoughtful, that showed up for people every day."

To hear more from Jon Vroman how to live life in the front row, download and listen to the show!

Learn more from Jon Vroman:

Website - Front Row Factor

Book - The Front Row Factor

Twitter

Jesse loves connecting and hearing from his listeners:

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Find Your Yellow Tux

Book - Find Your Yellow Tux

Jesse Cole is a passionate and engaging business leader sharing other leaders messages, tips and fresh ideas on Business Done Differently. Subscribe to hear more front runners doing it differently and remember to leave him a rating and review on iTunes.

Thanks to Podcast Pilot for the editing, show notes and publication. They take care of it all!

149: Dan Cockerell - Magic Culture and Customer Service

Dan Cockerell worked for Disney for 26 years. He started as a parking attendant, finishing his career as the Vice President of Magic Kingdom with 12,000 cast members. Today, he sits with Jesse Cole to share how working together with his crew has helped solidify magic customer service and company culture.

"No one at Disney gets anything done by themselves." - Dan Cockerell

Dan Cockerell - Walking the Park

Even after he became a VP, Dan never let go of the little things that make the magic happen at Disney. Every week, he walks the park to see how the cast members are doing, engage with customers, and take a look at the seemingly minute details of the business.

"There are no small things at Disney. And I think in any business, there's nothing that's too detailed." - Dan Cockerell

The magic doesn't happen with the supervisor talking to their managers or with the managers talking to the team staff. The magic happens when the cast members are interacting with the guests. If a business owner can acknowledge how customer service plays a crucial role to success, then they're on the right track towards exactly that.

Cast Members are Guests

In order to create magic, supervisors need to remember that their staff deserve the same amount of appreciation and attention as their customers. The Disney company treats its cast members as guests. By letting the cast experience the same magic they're expected to inspire, managers are able to rest easy knowing that they can provide the same service to customers.

"The magic happens anywhere the cast member is interacting with the guests. And that's where it is. And so you gotta remind yourself to always bring it back to that." - Dan Cockerell

Final Four

1. What's something you've done differently in your life to stand out?

"To be open-minded. I've always taken things with a positive attitude."

2. If you could give advice to someone to stand out in business and in life, what would you say?

"Have an incredibly positive attitude. Find that place where you can add extra value."

3. What's the best advice you've ever received?

"Do your best and then forgive yourself."

4. How do you want to be remembered?

"As someone who cared about people and taught them something to help make their life a little bit better."

To hear more about Dan Cockerell's magical learnings and how he was able to take care of his thousand-people cast, download and listen to the show!

Learn more from Chris McCluskey:

Website - Dan Cockerell

LinkedIn

Jesse loves connecting and hearing from his listeners:

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Book - Find Your Yellow Tux

Jesse Cole is a passionate and engaging business leader sharing other leaders messages, tips and fresh ideas on Business Done Differently. Subscribe to hear more front runners doing it differently and remember to leave him a rating and review on iTunes.

Thanks to Podcast Pilot for the editing, show notes and publication. They take care of it all!

148 : Chris McCluskey - Turn Your Potential into Reality

Chris McCluskey is a visionary thought leader frequently cited as "The Father of Christian Coaching." His ability to niche down and create a lifestyle business and movement has made him stand out in business and in life. In today's episode, he joins Jesse Cole to discuss how it's possible to go all-in on family and creating the lifestyle of your dreams.

"The real learning of anything starts when you begin doing it." - Chris McCluskey

Chris McCluskey - Training Coaches from Home

Chris operates the largest Christian training school in the world, Professional Christian Coaching Institute with his wife. The school is a completely virtual community that offers college and graduate-level training. This has allowed Chris and Rachel to work from the comfort of their ranch in the foothills of Ozark Mountains.

The training is tailored for people who wish to enter the coaching profession either part-time or full-time. Whether it's life coaching, leadership coaching, or executive coaching, anyone who wants to acquire the skill sets of a professional coach can be part of the school. And with the traditional requirements of a physical institution done away it, students are evaluated based on their performance in the marketplace.

A Choice Between Career and Family

Career is important to fend for the people you love, and so is spending time with family. Chris came home to his family one night, saw what a rough day it has been for them, and realized how much he'd missed. This was the moment he paused to reconsider the limited career choices his education has presented to him.

"We are very much trained not to be entrepreneurs but instead to be employees." - Chris McCluskey

He chose to do away with that and make a career that will allow him to be home for his family.

Desires of the Heart

We all have our life questions, but it's counterproductive to dwell on trying to come up with answers that only the future holds. In order to realize one's true potential, it is more important to focus on what we want in life, on that vision that we have of ourselves several years down the road. And only then can we can start working for that goal.

"I can't see what the future's gonna be. What I can discern, if I'll be willing to listen long enough, is the desires of my heart." - Chris McCluskey

Final Four

1. What have you done to stand out in business and in life?

"At night when I lie down I do less gauging, 'What did I do, what did I accomplish?' and more about, 'Who was I?' I check myself on that 'being.'"

2. Additional advice you'd give someone to stand out in business and in life.

"Don't miss the central piece of your purpose, your calling. Get clear on why are you here."

3. Best advice you've ever received.

"In the end if a business fails, it's ultimately not because it wasn't a viable business. It will have failed because your systems failed."

4. How do you want to be remembered?

"I wanna be remembered as a man who knew why he was here, and he lived fully into that purpose."

To hear more about Chris McCluskey's secrets to integrating family, business, and life, download and listen to the show!

Learn more from Chris McCluskey:

School - Professional Christian Coaching

Podcast - Professional Christian Coaching Today

Jesse loves connecting and hearing from his listeners:

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Book - Find Your Yellow Tux

Jesse Cole is a passionate and engaging business leader sharing other leaders messages, tips and fresh ideas on Business Done Differently. Subscribe to hear more front runners doing it differently and remember to leave him a rating and review on iTunes.

Thanks to Podcast Pilot for the editing, show notes and publication. They take care of it all!

147 : Stephan Aarstol - Five-Hour Workday Genius

Stephan Aarstol is the CEO and Founder of Tower Paddle Boards. He is the genius behind the five-hour workday, which has revolutionized the entrepreneurial industry. Today he shares with Jesse Cole the story of this innovative move and the purpose that drives him to perfect the experience for both his customers and employees.

"We needed to really start measuring things by gross happiness product as opposed to just GDP." - Stephan Aarstol

Stephan Aarstol - Eight-Hour Workdays are Unfounded

The history of the eight-hour workday can be traced back to the dawn of the industrial revolution back in the 1800s. To maximize machines, they were run full-time, all-day. This benefited the factory workers who worked three eight-hour shifts in the span of twenty-four hours.

Fast forward five hundred years later and people are still working the same eight-hour shifts. What people fail to understand is that there is no science to this eight-hour workday.

A Life-Altering Assignment

Stephan used to write articles for a company. They would give him topics to write about, and it was the assignment on a five-hour workday that began it all. In order to finish the assignment, he started an experiment in the company.

It was an uncomfortable exercise, but realizing how it was exactly how he worked, he thought that the entire company should do the same. A series of experiments and one published article later, they had built a brand that was as unique as it could get and kept people happy.

"If you start giving people a lot more time, they can use that time for different things." - Stephan Aarstol

Happiness is Important

When he first implemented the five-hour workday, Stephan hit a lot of walls. His employees left, feeling lost. But at the same time, all kinds of people with different levels of productivity started trickling in, curious and wanting to learn more.

The entire experience has left a great impression on him. And it has made him realize the many ways by which prevailing economic trends have enslaved people. Happiness, therefore, has become more of a privilege than a causal effect of working.

"That flexibility of giving people time and do with it what you want is a huge beneficial thing. And I think some people don't even realize that they need that. But I think it is important for them." - Stephan Aarstol

Final Four

1. What have you done to stand out in business and in life?

“I've always tried to identify businesses that really add something to humanity.”

2. What advice would you give someone to stand out in business and in life?

“Try. Just start it now.”

3. What is the best advice you received?

“Focus more on the downside risk.”

4. How do you want to be remembered?

“For being willing to do what it takes to do what I want and then to share that and help other people to do what they want.”

To hear what Stephan Aarstol thinks about the impact of capitalism on our work mentality, the true benefits of the five-hour workday on productivity, and the merits of a culture founded on happiness, download and listen to the show!

Learn more from Stephan Aarstol:

Tower Paddle Boards

Connect with him on LinkedIn

Follow him on Twitter

Jesse loves connecting and hearing from his listeners:

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Find Your Yellow Tux

Book - Find Your Yellow Tux

Jesse Cole is a passionate and engaging business leader sharing other leaders messages, tips and fresh ideas on Business Done Differently. Subscribe to hear more front runners doing it differently and remember to leave him a rating and review on iTunes.

Thanks to Podcast Pilot for the editing, show notes and publication. They take care of it all!