John is redefining Customer service in corporate America today. He didn’t read the books on Customer service, he wrote them. Secret Service, Hidden Systems That Deliver Unforgettable Customer Service (AMACOM BOOKS 2003) and What’s The Secret? To Being a World Class Customer Service Organization (Wiley & Sons 2008). One of the most captivating and charismatic speakers today, John's keynotes and workshops are used by the top, world-class Customer service companies to provide unforgettable Customer service every day.
As THE Authority on world-class Customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds Customer expectations.
John is not just telling others how to do it. His strongest attributes may not only be that he has the experience of working with extremely large companies, but knows how to translate those processes to fit small business models. He is the president and owner of John Robert’s Spa, named one of the Top 20 Salons in America. with multiple locations (and over 150 employees), which he uses as living laboratories to test his findings and theories.