An Interview With Customer Hero Joseph Michelli
Tuesday, November 24, 2009
How To Create Extraordinary Customer Experiences
In this interview with Joseph Michelli, author of best-selling books on customer service (The Starbucks Experience and The New Gold Standard), he shares with us amazing insights in the art of living the life that counts. His books have set the tone for what customer service should be. And he continues to deliver valuable insights to us through the Michelli Experience. He is only one of the few people in the world who uses experience after their last name – something that we should all aspire to in how we manage our relationships. Because after all, our memories are all experiences in day-to-day living.
What's the best thing about being an author of a best-selling book? Why?
The opportunity to positively influence people. I have accepted that influence – is effort multiplied by scope. That means that if I maximized my effort the platform I have been given as an author/speaker significantly magnifies my ability to potentially influence greatness in others.
What's the Michelli Experience like?
It’s like a playground of opportunities and ideas. We are given the chance to meet and work with amazing speakers, leaders, and frontline workers. My team and I learn something powerful and new every day.
Where do YOU get the inspiration to write really cool stuff?
I am surrounded by terrific people. Often I have to slow down enough to simply listen to the stories of each person I encounter.
If there's ONLY ONE KEY to leadership, what is it?
Serve other’s first. Listen, Connect, Discover, Respond.
Define WOW for us? How can our (HungryPeople) blog be a WOW?
I define WOW as “how did they do that” or “how did they care so effectively?” Listen to your readership, meet their expectations and occasionally take the risk to do something wildly different that you believe/hope will engage, surprise and delight your readers.
Looking back at your childhood, would they have said, "Joseph, he's going to become a best-selling author/writer?"
I am not sure what people would have said about me back then. I am not even sure what people say about me now. I just hope I will leave a legacy of being a person who served those who cared about serving others.
What's a key lesson you learned along the way?
Life is only worth living when we stop thinking so much about ourselves.
What's the key to excellence to being a great writer?
I am not sure, since I don’t consider myself one. I am a successful writer but not a great one – Thoreauwas a great writer. Unfortunately, he is unavailable to answer your question.
Who are YOUR personal heroes? Why?
My wife Nora for her patience, forgiving nature, and ability to nurture people through her own adversity. My SVP of operations, Lynn, for her amazing competence and undying friendship and my parents for all the sacrifices they’ve made on my behalf.
What are YOU hungry for?
Integrity, deeper relationships with people closest to me.
About Joseph Michelli
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who has been described as “catching what is right in the world and playfully sparking people and businesses to grow toward the extraordinary.” In addition to writing best-selling books about enduring business principles, he hosted an award-winning daily radio program in Colorado Springs, Colorado for over a decade.
Dr. Michelli's book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, published by McGraw-Hill, regularly achieved bestseller status on the Wall Street Journal, BusinessWeek Magazine, and USA Today lists. He has been featured on television programs such as The Glenn Beck Show and CNBC’s “On the Money” and has conducted hundreds of radio and print interviews.
Dr. Michelli’s other books include The New Gold Standard about service excellence at The Ritz-Carlton Hotel Company and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle. He is currently working on a new book about enhancing the healthcare experience the UCLA Medical Center way.
Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.
Information about Dr. Michelli can be found:
www.themichelliexperience.com - Joseph's main website about his speaking and other services
www.yournewgoldstandard.com - Book website - The New Gold Standard
www.starbucksexperience.net - Book website - The Starbucks Experience
http://drjosephm.podbean.com - Joseph's weekly 3 - 5 minute award-winning podcasts
http://businessweek.com/managing/joseph_michelli_customer_experience/ - customer service educational video series (8 segments of 4 -5 minutes each) produced by BusinessWeek On Line outlining principles included in The New Gold Standard and The Starbucks Experience
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