13
Sep

Customer Experience in the Fitness Industry Needs a Workout! 8 Lessons.

A recent experience I have had with a GoodLife fitness club has me wondering how long their commodity-based model will be successful as the options available continue to multiply and people like me refuse to accept poor customer experience. I get that fitness clubs are really a commodity business. I guess that’s why they get away with such shoddy …
12
Dec

My Mechanic’s Secret to the Customer Experience

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 …
11
Feb

Is your Receptionist turning away customers?

Is your receptionist helping or hindering your business? Lately, I have run into several that were doing a great job turning away my business. Here’s what happened and my thoughts on initial steps to improve the impression your critical front line employees like receptionists are giving your customers.   The Veterinarian Receptionist The …