SQI April 2020 Newsletter

Invest in Your Mind to Move Up and Cash-In

Hi [firstname|there],

The world has been shut down globally while the COVID-19 is ravaging the world.

Many of us are supposed to not leave our homes on a global basis.  I want to help you make lemonade out of lemons, and use this time to develop yourself. 

That's why I am giving away 2 FREE BOOKS on my web site which you can download right away.   

Both books will help you become more successful. They're titled Moving Up and Cashing In. 

Download Your Free Copies Here


I am working on my new book Relentless that will be released this summer. I have found that very few firms look at superior customer service as a lifetime commitment. Some do it for a few months and some for a few years. The payoff is significant.

This week we interview Keith Vincent the CEO of Wilderness Safaris in Africa.

Frankly, at his 60 camps and 3,000 employees, the level of customer service is superior to every organization in the world. Light years ahead of Disney!  

I have been on 5 safaris with them and am looking forward to the next one. They are the most successful and most customer driven safari business in Africa.

I encourage you to spend some time on their web site and if you want to experience heaven at least once in your life then I rate this as a trip of a lifetime.

Online Learning

SQI has 5 new online learning programs on our web site; Handling Irate Customers. Feelings for Professionals. Speed, Empowerment a Way of Life and Remember Me.

All have a free preview to get a flavor for each program. With each of these 5 programs, you are able to watch the entire video for each program and read the complete book with all the exercises with a test at the end. No shipping. No expensive facilitator material needed.

We also have a 14 session customer service course on customer service and another option is the SQI Online Learning Portal.

Furthermore, there is a Gold option with 60 online courses and a Platinum with 100 online courses based on a minimum of 100 participants.

While you and your employees are at home this is a great way for everyone to improve their customer service skills from there home or office with no travel and 24/7. No classroom training. No shipping.

Certification Seminar Moved to September

We moved the May Certification seminar to September 14-17, 2020 in Minneapolis Minnesota. The Crowne Plaza hotel is next to the Mall of America. (The largest Mall in the US) Minnesota in September is beautiful with over 10,000 lakes.

If you want to be Certified, advance your career and build your credentials this is an opportunity for you. Registration is $2,097 and if paid by July 1 there is an early bird registration discount of $200. Register here.

Service Recovery

I have seen two customer service role models during this COVID-19 crisis destroy their brands.

It is not their fault the coronavirus shut everything down. When customers are screwed they remember and often do not come back.

When you screw up or the customer thinks you did your goal should be to keep them over happy. Keep in mind that happy customers do not look at competitors. They are Loyal for Life.

Vail Resorts, the largest and most successful ski resort in the world shut its ski resorts down March 15 about one month early. If you bought an Epic Ski Pass for around $899 and were unable to use the last 4 weeks you were screwed. The new 2020-21 pass they have already increased to $989. No Service Recovery.

Marriott  International one of the largest hotel chains in the world is not refunding a $1,229 deposit for Dipanjan Chatterjee, a Forrester VP, because his event was canceled 6 days before the event but the cancellation window was 7 days before.

I have a book called Loyal for Life (print or online available) and a training program which Loyal for Life firms could use. My estimate is less than 1% of all companies in the world understand and practice Service Recovery. What a huge wasted opportunity! 

In The Media

Does it Really Pay to Focus on Exceptional Service? - Retail Observer

Treat Customers like Life-long Partners – Call Center Times

When Things Don’t Go Your Way – Retail Observer

The Magic in Service Recovery – VDTA, SDTA News

Leading and Making a Difference – Today’s Restaurant

See All Media Articles

John Tschohl
Service Quality Institute
Minneapolis, Minnesota 55420
Office 1-952-884-3311
Cell 1-612-382-5636


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