John's Bio

John Marx has worked with thousands of people and organizations to create better experiences for their guests.  He is a trained observer and has been a mystery shopper for years.  He has examined every approach to the customer experience from the environment to the way employees are trained to handle people.  John knows about both. 

Imagine talking to a man who has just doused himself with gasoline and now holds a lighter and is threatening to kill himself.  Or imagine what you would say to a man on a three-story building using a knife to keep the police at bay, as he threatens to jump.  Could you talk to a man on the phone that has just shot himself in the mouth and is talking to you while he decides if he will try to kill himself again? 

These are some "tough customers" in some tough situations. Because of John Marx, an experienced crisis negotiator, they lived through those experiences.  John can help you become a trained observer to create better situations for your guests and he can help you and your staff with the challenging part of dealing with real people who have become angry customers.

What kind of tough customers do you deal with? Could you use some help from an expert who has been involved in some of the most challenging of human interactions?

John Marx was a Police Officer for twenty-three years and served as a Hostage Negotiator for nineteen of those years. He received training from the FBI, LAPD, NYPD, New Scotland Yard, US Secret Service, DEA, FEMA, Soviet Spetsnaz, US Olympic Committee and the US Department of Energy.

 Also during his career in law enforcement he coordinated his city's customer service initiative for four years under a federal grant. Today John combines his passion for customer service with his skills as a crisis negotiator and police detective to bring you one of the most unique and effective service strategies ever conceived. If you're looking for a total customer experience strategy that works and is on the cutting edge then you need John Marx as "Your Best Customer".

John retired from law enforcement in 2002 and now spends his time writing and teaching others how to create positively memorable experiences for their customers.  John says that this is his way of working to make the world a better place, one human interaction at a time.