Whose problem is it?
Last summer my wife, daughter and I went on a cruise. Overall we had a fantastic experience, but one story is still stuck in my mind 6 months later. Weeks prior to departure, we booked our seating for...
View ArticleMake Giving Feedback Easy
Recently I had the occasion to visit my local Best Buy. While I was there for one purpose I decided to have a look at some of the new tablets. A very helpful young man came and provided me with...
View ArticleClik here to view.
Audi Thinks Short Term Versus Long Term and Loses Customer
Last week, Audi Canada lost a customer. The customer currently has a 2009 A3 and 2007 A4 in their garage and was considering a Q5 for their next new vehicle. They also lost the brother-in-law of that...
View ArticleAre You Flexible Enough to Respond to Customer Desires?
Stopped by our local East Side Mario’s for dinner the other night. It was a nice night and since it was mid-week the restaurant wasn’t too busy, so we decided to sit on the patio. However, when we...
View ArticleClik here to view.
3 Reasons Why Customer Service Should Exceed Expectations
This is the fourth in a series of six articles that looks at different aspects of excellent customer service and how it leads to increased overall profitability. The full series will be available for...
View ArticleWhat Message are You Sending Your Customers
Recently my wife and I made a real estate investment and in the course of that transaction we were exposed to 2 banks we had no previous relationship with that caused us to re-evaluate our existing...
View ArticleAre You Doing The Right Thing, Just Because It’s Right?
Recently I had to replace my 2 rear snow tires in my front wheel drive car. Shortly after, I noticed that the front end seemed sloppy when cornering and suspected that possibly I had a problem with my...
View ArticleWhat Does Your Customer Value?
How much time does your organization spend thinking about the service you offer through the eyes of the customer? Too often, we spend our time thinking about how “we” can improve our service without...
View ArticleClik here to view.
How Important is The Front Line Person?
Recently, my wife and I discovered an interesting new business. Tee Times Indoor Golf, allowed you to virtually practice or even play a number of golf courses across the globe using a simulator. You...
View ArticleIs Under Promise/Over Deliver Always the Right Strategy?
I just returned from my local pharmacy to get a prescription filled for an inhaler. After the time honoured tradition of deciphering of the Doctors handwriting, the Pharmacist successfully identify the...
View ArticleDoes Your Left Hand Know Your Right Hand
Recently I had the misfortune of having one of my credit cards compromised and this necessitated updating all my pre-authorized credit card payments — one of which was my Bell Canada phone bill. I...
View ArticleClik here to view.
Sometimes Truth is Stranger than Fiction
Recently a friend shared a real customer service experience with me. She graciously allowed me to share the email communication verbatim with you. Other than the actual company name, the names have...
View ArticleClik here to view.
Spend Time with Customers
Charlene Begley President and CEO, GE Enterprise Solutions was asked by FORTUNE Magazine “What was the best advice she had ever received?” Her answer was that Jeff Immelt, before he became CEO of GE,...
View ArticleClik here to view.
Understanding Priorities To Improve Customer Service
Yesterday I experienced one of the most common missteps of good customer service -- ignoring customers to attend to “organizational” priorities. I was waiting in line to pay for my purchases, but as my...
View ArticleClik here to view.
7 Tips To Deal With Unhappy Customers and Improve Customer Experience
No one likes to receive a complaint -- but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer...
View ArticleClik here to view.
Seven Steps to a Customer-Focused Company
There are a few common imperatives shared by all successful customer-focused companies. It is universally agreed that to create a well-integrated organization, these basic characteristics must be in...
View ArticleClik here to view.
4 Steps to GIVE Exceptional Service & Utilize Service Guidelines
Providing exceptional service is the ultimate goal. However, many organizations limit their teams’ ability to provide the type of service they want to deliver because rules and policies get in the way....
View ArticleClik here to view.
6 Valuable Tips to Improve Customer Service
There are many different aspects of your role as a customer service representative, regardless of whether it’s face-to-face or on the telephone. Understanding some of the key tips that improve customer...
View ArticleVIDEO: Bill Talks About Innovation
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectations of the organization. Bill talks...
View ArticleClik here to view.
5 Ways to Turn Indifferent Customers into Raving Fans
Providing good customer service just isn’t enough anymore, not with companies the world over clamouring for the dwindling dollars consumers spend. And heaven forbid your customer service should be...
View Article
