06
Jan

Reflecting on a transformational 2011

I find the start to a new year invigorating and exciting. I feel like I’ve got a fresh new notebook and a really great, fine tipped pen, and I’m ready to write my future. Before I start composing 2012’s story, this year, I really want to take the time to reflect on the story of 2011. In the wise words of Ferris Bueller: “Life …
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 …
22
Aug

Customer Service War: Myth vs Fact

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 …
24
Feb

Customer Complaint Resolution – all about attitude

After years of working in hospitality and seeing good and bad problem resolution skills (and practicing both myself), I’ve learned some best practices in dealing with angry customers. I have to say the most important first step is to face customer complaints positively and with an attitude of Trust. Think of complaints as a way to improve your …