ARTICLES
Are You Missing This Opportunity?
A project comes to a close or a customer has made a significant purchase. The End. Not so fast. A simple way to add value to a service rendered, or to a product-purchase experience, is to follow up with the client after the close. A quick phone call or email will do....
Don’t Call Me Window
What's the most beautiful sound to someone's ears? According to the late Dale Carnegie, American writer and corporate trainer, it's one's own name. As such, to build relationships with our customers and to make them feel important, because they are, whenever possible...
Honda and Wine?
Exactly one year after the purchase of our Honda from Honda Downtown in Toronto, a notice from Canada Post was left in our mailbox. It indicated a package was awaiting pick-up at the post office. To my surprise, the package in question consisted of a gift box...
Phones Can Kill… the Experience
Cell phones are wondrous tools. Cell phones can also become magnets to our eyes, directing our attention in the wrong direction, as in... away from precious customers. It may not be possible or sensible to ban our employees from using their cell phones. In fact, in...
Beneficial Evesdropping
rWe can learn a lot from what the public is saying about our businesses, products or service. Customers often don't tell us directly their likes and dislikes. Often, customers will instead post positive and/or negative feedback on the internet via blogs, social media,...
Order in the House!
A while back I stopped at a Pizza Pizza for a quick slice. Pizza Pizza is far from gourmet pizza but one thing you do get in terms of taste/pizza from location to location, is consistency. Kudos to them. The post's image is from my visit. What do you notice when you...
Training… The Missing Link
Many workers/service providers have no idea how their leader (the owner, manager or company) expects them to deliver service. Without proper training, service providers simply flounder. They may not know or understand the following: They have strong influence on the...
Nice Frills
No Frills is a Canadian grocery store chain. When it comes to the Customer Experience... our local No Frills, "Tim & Sue's No Frills" is Nice Frills! This particular franchise is a perfect example that creating an Awesome Customer Experience can apply to all...
Transparency please?
Some time ago, I was evaluating a program called "LogMeIn" for accessing & managing computers remotely. The program was offered as both a free and paid version. After reviewing the differences, I concluded that for now, the free version would suit my purpose. To...