4 mins read

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How Robinson’s Outdoor Store Hikes Service Success

It’s always nice to hear a GOOD customer service story, and this time it’s Robinson’s Outdoor Store’s turn.  The nature of customer service experience feedback is it’s typically negative. This…..

3 mins read

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Is Your Mission Statement Leading to Great Customer Service?

Every business has a mission. Sometimes it’s hidden or not well defined, and other times it’s bold as day or it’s the flag your employees wave and stand behind (that…..

4 mins read

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Stop Fearing Your Fucking Customers

Yep, I said it. “Fucking customers.” Sorry, I don’t usually swear but I promise it’s to make a point. To be fair, this is the first time I’ve ever sworn…..

3 mins read

#YYJChat: A Customer Service Conversation

Last night, I was invited to be the guest on a local Twitter chat called: #YYJChat. I know the founders (Susan Jones and Mat Wright) of this weekly engagement but,…..

2 mins read

Germany – Translating the Customer Experience

Travelling to other countries is always interesting. Whether it’s the new experiences, the different cultures or just trying to figure out the currencies, it always makes me think about home…..

4 mins read

Stop Fearing Your Fucking Customers

Yep, I said it. “Fucking customers.” Sorry, I don’t usually swear but I promise it’s to make a point. To be fair, this is the first time I’ve ever sworn…..

4 mins read

5 Ways RoboCoin Service Could Have Sucked Less

Recently, Andrew Wilkinson (founder of Metalab) and Rajiv Khaneia (founder of Sparklit) posted about their experience trying to buy a Bitcoin machine from Robocoin, a Bitcoin ATM provider. I’d like…..

2 mins read

A Simple T.U.R.N. to Better Customer Service

E.L.A.A. = Everybody loves an acronym. How about a “turn”? or T.U.R.N. As I was thinking about my experience in customer service, the feedback I’ve shared and the conversations I’ve…..

Service Suggestions

A Little Effort Can Have a Major Impact on Customers

Ever since starting this blog, oh so many moons ago, I’m frequently talking with my friends and family (and often strangers) about the impact on customers  of good/bad service

Amy’s Baking Company – Do Not Try This At Home

I’ve always liked the saying, “customer service is how a business shows how much it cares about its customers.” Not sure who said it (I Googled) but let me

Can Self-Service Be Good for the Customer Experience?

The move for business to adopt more self-serve methods has been happening for a while. Gas stations, ATMs, check out counters… But I’m wondering if this is good customer

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