SQI October 2021 Newsletter

KMF, Microfinance Focusing on the Service Strategy in Kazakhstan

I just returned from spending a week in Almaty Kazakhstan helping KMF.kz the largest microfinance firm in Central Asia with 110 locations and 1771 employees drive a service culture. It is always exciting to see a leadership team excited about mastering the Proven Process for creating a Service Culture. They understand this is all about Strategy.

I spent 2 days visiting their locations and their competitors which I was able to use in my 2-day seminar. I have been working in Kazakhstan since 2013. A great country. Click below to read more.

Continue Reading

Costco Delivers Superior Financial Results - It Pays to be a Service Leader

Costco has never waived from its focus on great service. Net sales for the 4th quarter increased 17.5% to $61.44 billion. Net sales for the fiscal year increased 17.7 percent to $192.05 billion. Net income was $5.01 billion. Sales for September were $19.5 billion an increase of 15.8%. They currently operate 817 warehouses. They have great prices, awesome quality, and the check out lines are really fast. The $1000 I invested in Costco in May 2003 as on October 10 was worth $18,571 and the dividends exceed $500 a year on a $1000 investment.

Costco consistently provides Relentless Customer Service. Its too bad more firms do not understand the power of the Service Strategy. Costco is also featured in my book Relentless.

Sam's owned by Walmart is one of the largest competitors of Costco. The sales per warehouse at Costco are double Sam's. The $1000 I invested at Walmart as of October 10 is only worth 

$3,642. When Sam Walton founded the company it was built around Price and Customer Service. When Lee Scott took over as CEO in January 2000 they gave up on customer service. They were no longer Relentless. The stock value of Walmart was worth less on January 2009 when Scott retired than when he started.

Certification Seminar in Minneapolis Postponed to April 25-28, 2021 Live and Virtual

Our next Certification seminar has been moved to April 25-28, 2021 in Minneapolis, Minnesota. It will be both live and virtual using Zoom. If you want to be certified and learn how to facilitate Feelings, our Flagship program and Leading Empowered Teams this a powerful way for you to advance your credentials and career and be able to buy participant material for these 2 programs at an 85% discount off your seminar prices.

We are using the Crown Plaza Hotel next to the Mall of America, the largest mall in the US. There is no sales tax on clothing in Minnesota and almost everything in Minnesota is less expensive than in other parts of the US and world. Rates are discounted to $100 night single or double. Breakfast included. Bring an empty suitcase to handle all the great buys while in Minnesota.

If you need a visa invitation please send John Tschohl an email, John@servicequality.com with your name, contact information, passport number with an expiration date, and your birth date. U.S Embassies are super slow and provide awful customer service. If you need a visa I suggest you request a visa invitation letter now and apply now. This gives you 6 months. The U.S Embassies live in the stone age and are using COVID as an excuse to provide slower service. 

Register or find additional information here.

Online Learning

SQI has 12 online learning programs you can use. If you have individuals that need tailored learning you have a variety of programs to choose from. They are affordable starting at $97 and drop in price for volume. Each course allows a free preview.

Sometimes you only want to train one or two people. Online learning can be a much more affordable option. Online learning allows you to use our courses 24/7 at times convenient to you.

Coaching for Success is ideal for any manager, supervisor or leader that wants to improve their ability to learn how to motivate and inspire their staff for greater success. Very few leaders understand the power of recognition and few use it to the degree needed.

You can also use this for our free Diploma Program.

John Tschohl Service Strategy Seminars

If you want to have your entire leadership team to have passion and commitment to the Service Strategy I encourage you to book me for a keynote or 1-2 day seminar. This means owning and dominating the market. Crushing your competition by delivering superior customer service. Few in top management understand how profitable creating a brand like Amazon or Chewy.com is. In 2020 Amazon grew sales $105 billion and Jeff Bezos net worth is over $198 billion. Too much growth for most firms. In 2007 Chewy.com was sold to Pets Mart for $3.35 billion. It when public in June 2019 and  is now valued at $31.67 billion. Ryan Cohen founded Chewy.com when 25 years old. Ryan said, “I was building a customer-focused business over the long run.”

My 8 books can be used to reinforce the message I deliver. Most are also in Spanish and Russian. We have a 3 year service culture plan you can also use to train your entire work force for a $38 - $117 a person for 3 new SQI customer service programs a year.  The buffet plan provides discounts of over 50%. Virtually no speakers have the depth of products to reinforce the service strategy message after they deliver their keynote.

If you want to use me for a keynote or 1-2 day seminar in 2021 or 2022 contact:

Marina Lukyantseva
, VP Russia 

Whats App 1-408-637-8730

Carmen Velasco, VP Latin American
Whats App 1-619-862-7694

John Tschohl

Cell/Whats App 1-612-382-5636

Looking for Channel Partners Across the World

SQI is expanding all over the world. We are looking for individuals and firms that are passionate about customer service and want to offer my seminars and products to their clients. A small investment for inventory is needed. We have individuals and companies like Ethiopian Airlines as Channel Partners. Click here for more details.

Contact Marina,  Carmen or myself if interested

Marina Lukyantseva, VP Russia 
Whats App 1-408-637-8730

Carmen Velasco, VP Latin American
Whats App 1-619-862-7694

John Tschohl

Cell/Whats App 1-612-382-5636

In The Media

Create Customer Passion by Remembering and Using Your Customer’s Names 
Agency Sales

How to Motivate and Coach Employees for Success
American Fastener

“Thank You” Two Magical Words
Retail Observer

9 Steps to a Service Culture
HCM Sales Magazine

Two Rules for Companies that want to Provide Exceptional Service
Call Center Times

New interview in Russian on John Tschohl in RBC the largest online media publication in Russia 

See All Media Articles


Copyright © 2021 Service Quality Institute. All Rights Reserved.
Service Quality Institute, 9201 East Bloomington Freeway Minneapolis, MN 55420