| | | | | | Costco isn’t just a retail giant — it’s a masterclass in how relentless customer service drives long-term business value. In my latest article, I share a personal investment story that turned $1,000 into over $40,000, compare Costco’s checkout experience to Sam’s, and reveal why most CEOs fail to grasp how superior service can multiply a company’s worth by 20 to 100 times. Plus, see the real-world difference in a video I filmed at Sam’s Club in Loveland, Colorado. Learn how Costco’s service culture leads to unstoppable growth. | | | | | | | |
| | | | | GOOD NEWS!
Remember Me Video Updated In English and Spanish
Remember Me video in English and Spanish has been updated. The video looks like it was filmed yesterday. We are working on Russian, which will be available in another 30 days. I like to use the stealth approach in customer service. Share leading-edge customer service skills that let a company gain customers underneath the nose of their competitors with a skill that they will not understand or copy. The use of the customers name is not difficult. Very few companies master this. Amazon and Apple do. The problem is most firms do not want to have $60 billion in profit like Amazon or $99 billion like Apple. Too much money. I bank at Premier Bank in Bloomington. The branch I go to has about 10 employees. They all use my name. They all remember me. Always. I now have about 10 accounts with them. Does your bank use your name when you enter your bank? Remember Me dramatically improves your employees' ability to remember and easily use a customer's name and overcome roadblocks. Significantly improving their overall customer service experience. It will overcome your employees' mindset and eliminate roadblocks in remembering and using a customer's name, raising the level of customer service on every interaction. The program gives your employees the tools and techniques for growth and service success and will: - Help you understand that a person’s name is a precious possession.
- Eliminate roadblocks to remembering and using the person’s name.
- Value the significance of your customer’s overall experience.
- Determine what you should remember–and why.
- Provide REMEMBER ME tools you can use to remember and use your customers’ names.
- Use proper name etiquette.
- Improve your memory for all kinds of facts.
- Help you learn the importance of using their name every time.
- Understand how memory works.
Remember Me is a 2-session program implemented in 2 sessions of 2 hours (3-4 hours in developing countries) spaced one week apart. It includes 2 updated videos of about 43 minutes on a flash drive, a user-friendly, idiot-proof leader guide and a 101 perfect participant book, a certificate, Remember Me performance standard to measure the behavior and skill change, and a technique card to reinforce the skills. You can view this link to see parts of the updated video in English and Spanish, leader guide, participant book, certificate, and technique card. The English brochure is here. (We also have Spanish and Russian brochures) The participant's book, technique card, certificate, and performance standard stay the same. The leader's guide is the same. What my video expert, Dan Lipman, did was eliminate the older dated video and added a new video. New narrator voice and new graphics. The script was NOT changed. It looks like it was filmed yesterday. Here is a link to the new English and Spanish video. | | | | | | | |
| | | | | During August, SQI will give you a 25% discount on Remember Me
The Introductory Start Up Special with the video, leader guide, and 25 participant kits with free worldwide shipping is normally $1,499 Now only $1,124.25 The leader guide and video normally sell for $999 but with the 25% discount the price is only $749.25. Participant kits are normally $20 each but with the 25% discount, prices are only $15 each. Order Remember Me Now. If you want quotes for volume pricing email John@servicequality.com All orders regardless of size receive the 25% discount through August 31, 2025 | | | | | |
| | | | | Media Releases Each month, I release a new article that magazines and newspapers use. You are also free to use these articles and media releases in your internal and external publications. I only ask three things in return. - Please send us the link to the article, or if in print, a copy of the publication.
A. We then publicize it on our social media platforms with a link to your organization.
B. We add it to our website under published articles.
C. We add to our next month's worldwide Service Strategy Newsletter. - Keep the credit for the media release at the bottom of the release.
- If you would like to be added to the monthly media release, please send me your Name, Company, City, State, or Country, and most importantly, your email. The article is usually sent in the last week of each month. Send to John@servicequality.com
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| | | | | Service Culture Plans Service Quality Institute is the only firm in the world that has enough different programs where you could introduce 3 new programs a year for up to almost 5 years. We have 14 programs to choose from. You will only need one of the five versions of our Feelings programs. This is our most powerful program. We have a version for Service Retail, Professionals, Healthcare, Supermarkets, and Higher Education. To learn more, view this video. One of the reasons customer service is poor across the world is that too many believe that if you train your staff with one program or seminar on customer service, your employees will immediately change their behaviors and attitudes and remember everything for the next 30 years. It will be like wanting to be a doctor, engineer, or plumber, and you went to school and took one course. So what. Big deal. Nobody would hire you with one course. It's crazy. You cannot take a person who is maybe 24 or 44 years old and expect them to change behaviors and attitudes because of one magic program. Regardless of how good it is. We forget. Old habits come back. The message is forgotten. To accomplish this, ideally, you want short training courses every 4-12 months on some aspect of customer service. Our goal is to develop high-performing customer-driven employees. To develop indispensable and extraordinary employees. The largest expense for most organizations is their labor costs. Why settle for 50% performance when you could develop highly focused customer-driven employees who love their job and customers? We have a 3-year service culture plan, which gives you 3 programs a year of your choice. Our buffet. NO charge for employee turnover. This means if you have 500 employees with a 40% employee turnover, you pay for 500 and we provide all the replacement material free for 200 new employees each year. Employee turnover is high in most organizations. The volume price per person per year for 500 employees is only $80 a person which is at least a 50% savings. It is a 94% discount on our management and leadership program Leading Empowered Teams for An Awesome Customer Experience. If you don't keep training all the new people in 1-2 years you will be back to ground zero. I also believe we can reduce your employee turnover by 50%. Few firms understand the real cost of employee turnover. For the rest of 2025, we will allow you to test one program at the 3-year service culture price with an option to sign up for the 3-year plan within 90 days of implementation of the first program. We suggest you start with Feelings the most powerful program we have. We have 14 courses to choose from. We also have the buffet program with volume pricing for only a one-year service culture plan with 3 programs of your choice. Pricing varies from 50 to 10,000 people plus. For 500 employees, it is $99 per person. A two-year plan is only $89 per person. If you only want one new program for 3 years, the pricing for 500 employees is $44 per person. If someone wants to buy the rights for unlimited use, the investment is $55,000 for 3 years and a renewal fee of $5,500 every 3 years. With our buffet program, there is NO CHARGE for employee turnover. We train all the new employees for free. If you have 2,500 employees and grow to 3,000 employees, your pricing each year will be based on the new employee count. To better understand the design of our technology, click here. If you want pricing for your organization, contact our channel partners across the world or Carmen Velasco, our VP of Latin America Carmen@servicequality.com WhatsApp +1-619-862-7694. All of our programs are in Spanish or John Tschohl John@servicequality.com, Cell/WhatsApp +1-612-382-5636 | | | | | |
| | | | | John Tschohl Service Strategy Seminars If you have a major event and would like to drive customer service and the customer experience, reach out to Carmen Velasco or myself. The strategy starts at the top, like at Costco. I can get your team really passionate about awesome customer service. Master the Costco strategy. This concept works for anyone that's serious about rapidly growing their business. Every presentation is customized. I can do keynotes for 60-90 minutes, a full day, or a 2-day seminar. I do these Seminars in person or on Zoom. Visit my speaking site If you want to use me for a keynote or a 1-2 day seminar, contact one of our Channel Partners, or: Carmen Velasco, VP of Latin America & North America
Carmen@servicequality.com
WhatsApp 1-619-862-7694 John Tschohl
John@servicequality.com
Cell/WhatsApp 1-612-382-5636 | | | | | |
| | | | | Join our "15 Minutes of Fame" Podcast! With John Tschohl Jeff Veale interviewed me in July. Here is the 40 minute Podcast - 15 Minutes of Fame with John Tschohl and the Business Guru.
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| | | | | Live and Virtual Customer Service Certification Seminar We are now offering our Certification Seminars onsite at your office instead of Minneapolis. You need at least 10 participants. We have reduced the registration fees The investment is only $1,797 per person (Minimum 10) for a live-in-person certification in your city and country. Travel expenses are additional. $1,497 per person for virtual online (minimum 10). You can now save on travel expenses and visa problems by having the Certification Seminar at a location or country of your choice. Here is a link for more details. Leading Empowered Teams for an Awesome Customer Experience is for managers and leaders. All Certification participants receive the Leader Guide, PowerPoint, and participant material. This 2-day seminar focuses on what you have to change to become more customer-centric, how to drive empowerment, the skills of coaching for a customer-driven workforce, and teamwork. Most organizations do not know they are in customer service. They often think they are in insurance, healthcare, banking, retail, etc. "Feelings Service Retail" is used on the first day of the Certification Seminar. All participants in CCST receive the $1,199 Feelings Facilitator and participant kit. The video was recently updated. Here is a link to Feelings for Retail Service. The 12-minute video preview is in the upper right corner. The total facilitator and participant material each person receives is worth $1,871. The Certification Seminar licenses you to buy participant material at an 85% discount off the Certification Fees. Feelings participant kits are $22 each, and Leading Empowered Teams are $150 each | | | | | | | | | | | | | | | | | |
