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The NO PROBLEM – Problem!

I recently encountered a problem that I didn’t know existed. Are you aware that “NO PROBLEM” is a problem?  Specifically the term can have a negative impact on the customer experience. I was in a restaurant last week, having dinner with my family. We were eating at an earlier time, so the restaurant was relatively quiet. The couple beside us …

Why is this store SO HAPPY?

A retail store where EVERYONE is happy (including me as a customer)? How is this possible? On a busy Saturday in November (just when the Holiday shoppers are out-and-about), I encountered an assortment of Home Hardware Associates. ALL were happy, friendly, helpful, and knowledgeable. They all took initiative, and seemed to genuinely take pride in their …

Digital Fluency IQ? Backwards BEFORE Forward!

What is Digital Fluency? Digital Fluency (as defined in the Workplace Reinvention Handbook) is the ability to effectively navigate, analyze and create information as well as interact and engage stakeholders in a wide variety of social and digital technologies. Why is it important? Employees and Managers with high Digital Fluency (and even those that …

Major Restaurant Chain Says – NO Substitutions!

Have you ever made a change to an item on a menu? - Hold the tomatoes? - Tomato sauce instead of cream? - Salad instead of fries? I rarely order right off the menu. I seem to need to mix and match at least something. Not because I like being difficult, but sometimes it’s because of certain food intolerances, or it’s because I’m watching calories …

Awesome Customer Experience from Problem Solver at Home Depot

If you’re in the business of customer service or customer experience, you and your team can likely take a few lessons from Mostafa (aka Moose) at Home Depot in Oakville. I had the pleasure of dealing with him while purchasing a barbecue with a tight timeline. Here’s what happened, how Moose dealt with it, and what we can all learn from him. …

A store told me they don’t want my business! HuH?!

To be fair, the store didn’t directly tell me that my money wasn’t wanted, but their actions certainly made me feel that way. Here is the situation: It’s the week before Father’s Day. I’m looking for gifts, buying cards, and then….I notice the lonely music store in the mall. Is the store really lonely? Perhaps not. But when I looked …

Tech Tool Tuesday: Online Leadership and Team Development Tools from Actionable Books

Today’s Tech Tool Tuesday post is about a tool for leaders who want to build stronger teams, called Actionable Books. Full disclosure – I liked this tool so much that I became an “Actionable Coach”, which means that I have been trained in the philosophy, tools, and how to use them successfully, and that I sell this tool. This …

Tech Tool Tuesday: Brilliant Education Resources for Teachers

I’m no expert – just a classic early adopter who loves to spread the word about brilliant technology tools like social media platforms, resources, apps and more. Every Tuesday I’ll share a tool that I’ve tried or learned about recently, to help you decide what tools you would like to try. I’d love your suggestions on tools …