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Logan Dey
Mrs. Stocklein
Customer Services
9 October 2017
Book Report: Secret Service
The book I chose is Secret Service by John R. DiJulius for this book report. According to Secret
Service it states, “Secret Service is the implementation of hidden systems that enable our
staff consistently to exceed the client’s expectations and to make the client feel welcome,
comfortable, important, and understood” (DiJulius 1). This book is about a beauty business
called John Robert’s and they didn’t want to be another beauty business that puts good intentions
but is bad at executing their plans. It is also about their goal to improve their business and make
customer service better. It also talks about the different steps in the secret service system like the
customer experience cycle which is good to know what to do to make the customers experience
good so they can come back and get more so your business can sky rocket. This book gives
information that can help you if you want to be an owner or just an educated employee and it is
good to make your business better because most of the ideas can help any type of business like
fast food, car dealerships, beauty industries, and retail stores.
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Secret Service first big concept is to create and implement the Secret Service system
because according to Secret Service it states, “that would become the foundation of our training
program for all employees and would be just as important as their technical training” (DiJulius4).
That means that they made this so they would have a foundation for their training program for
their staff because it’s very important, also going with the first concept is the Customer
Experience Cycle which is a major portion of the Secret Service program and it is the total
experiences as soon as the customer opens the door it starts and it goes through the entire time
the customer is there. Another concept in the book is “mastering the Norm factor” they got that
from the show Cheers which was big back then because Norm was a regular customer at the bar
