Make 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 ArticleAudi 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 Article3 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 Leaving Opportunity on the Table?
Recently had lunch with a client — we agreed to meet at restaurant near their office at noon. I arrived 15 minutes early due to favourable traffic conditions — so I checked for a reservation (there was...
View ArticleHow 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 ArticleEverything Counts
Recently I was in Banff Alberta for a client conference. As part of the programming there was a golf excursion planned to the Banff Springs Golf Resort. This was an exceptional opportunity to play on...
View ArticleAnatomy of an Apology
Companies screw up! It’s a fact of life. In fact, when we screw up — and fix it correctly — we often have a more positive effect on customer loyalty than not screwing up at all. But let’s be clear, I...
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 ArticleIs Customer Service a Right Brain or Left Brain Function?
Often when speaking about delivering exceptional customer experiences, I, like most speakers, tell stories. Often our signature story is about some remarkable customer experience where someone has gone...
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