This morning I had the pleasure of visiting my auto mechanic. I know, that’s a strange statement in itself – I mean, how much fun is it to take your car in for a repair? But Brucedale Garage in Hamilton is different. My family has been taking our cars there for years, and so have many other satisfied people. “I truly appreciate your kindness while I was going through this rough...
Read MoreI’ve always loved this story of Johnny the Bagger, a grocery store bagger who was inspired by creating memories for customers and found his own special way to do so. Anyone can create memories for customers. How are you inspiring your team to do so? [youtube http://www.youtube.com/watch?v=Xgq1rSR38zg] ...
Read More
There is a lot of buzz about De Santos, a restaurant in New York, using iPads to help serve their guests. Several months ago, I experienced “service by iPad” recently at a Canadian chain restaurant which was testing the technology. It was still in test phase, and was mainly used as a menu, not for ordering, but as we used it, my guest and I discussed the possible pros and cons of an...
Read More
During last week’s #leadershipchat, Becky Carroll (Customers Rock!), author of “The Hidden Power of Your Customers” shared great insights on why companies should focus more efforts on extraordinary customer service for existing customers. For me, she was speaking to the converted. I’m a huge proponent of a paradigm shift to spending more money and time focused on loyal...
Read MoreThis morning I was facilitating an introduction to recruitment and selection for restaurant managers, and there was one particular “a-ha” moment for the group that I thought I’d share. It was about the “red flags” or preconceived notions that managers traditionally based hiring decisions on during the selection process. Here are some of the things that these...
Read MoreI think most leaders realize how important it is to provide great service to clients or customers. I often find, though, that some organizations forget about engaging and “serving” their internal customers – their employees. In fact, I would argue that the relationship that leaders cultivate with their employees is actually more important than the one they have with their...
Read More
