John DiJulius talks about how he got started in customer service, how important CX is to his businesses and the importance of actively listening to your customers using the acronym FORD.



✔️ We couldn’t outspend or advertise, so we focused on creating an exceptional experience. We wanted to the salon that when our customers left, ever experience they had paled in comparison
✔️ We don’t want to compete in price wars, we want to compete in experience wars. Make price irrelevant
✔️ FORD Family, Occupation, Recreation, Dreams. If you know two or more things about someone’s FORD, you not only build the relationship, you own the relationship

The book that has influenced John the most in the past year:

✔️ Howard Schultz – From The Ground Up.

His note to all the customer service and CX professionals:

“Give more. Find ways to give more, and don’t be worried that someone is going to take advantage of you”


Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.

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