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Twitter“It’s not my job.” “They’re not in my section.” “I don’t know.” “They’re not going to buy anything.” – Ever hear one of these excuses from your staff or from a business you’re trying to work with? It should never be about what you can’t do, but rather what you can do. Customer Service Carpe [...]
Archive for the ‘Follow Ups’ Category
Head and Shoulders Shampoo Was Right: First Impressions are Important
March 2nd, 2011 
Russel I recently had a Twitter discussion regarding those who judge good or bad customer service and/or food based on one visit. This all stemmed from a tweet by local bakery Bubby Rose’s Bakery. I’ve included the tweet below: So, as a critic, am I being too harsh on businesses by judging them on my initial [...]
Night of the Living Dead Upsell
December 7th, 2010 Russel I’ve noticed a disturbing trend recently. It’s upsetting, uncomfortable and down right uncalled for. Yes, that’s right – the awkward upsell. Recently, at both London Drugs and the Great Canadian Superstore, I was put in an uncomfortable position. Let’s look at the London Drugs scenario… I’m behind a lady who is asked by the cashier [...]
Posted in Follow Ups, My Tips 
Tags: Cashier, customer, engagment, Great Canadian Superstore, London Drugs, pushing, Shopping, upsell, Upselling, zombie 
1 Comment »Shaw Cable: A Customer Service Power Play
October 25th, 2010 Russel My dad recently signed up for Shaw Cable’s plethora of TV options. The PVR, the HD, the Movies on Demand, the blah blah…so he’s getting used to dealing with not only the new technology but the new service departments that go along with it. Last Saturday was UFC 121 and the family was really looking [...]
Posted in Follow Ups, My Reviews Tags: cable, cable package, Canwest, Corus Entertainment, customer service, Jim Shaw, pay per view, Shaw Cable, Shaw Communications, Television, ufc 121 10 Comments »Getting Ungaged? Unmarketing and Others Define Engagment at Social Media Camp
October 5th, 2010 Russel I had the pleasure of speaking and moderating at the first (hopefully annual) Social Media Camp in Victoria. This was probably the biggest social media event in Western Canada and demonstrated a passion for getting engaged and learning. Every presenter, as individuals or businesses, spread the gospel on customer engagement and relationship building. Isn’t that [...]
Posted in Follow Ups Tags: Business, Canada, don power, engagement, Julien Smith, raincoaster, robin heppell, Scott Stratten, Social media, trust agents, unmarketing, Victoria, Western Canada, yelp No Comments »Getting Engaged: Freedom of Speech Makes You Unattractive
September 19th, 2010 Russel To follow up on my previous blog post, Yukari and I discuss how the use of freedom of speech, or really just saying anything you want, can have an impact on your professional future. Sad but true. Have you ever had this problem? Do you totally disagree?
Posted in Follow Ups Tags: branding, engagement, Freedom of speech, getting engaged, social media camp, video, youtube No Comments »Getting Engaged Episode 4 & 4.5: Is Twitter True Engagement / Personal vs. Business Brand
September 6th, 2010 Russel It’s “twofer” week four for Getting Engaged – Online, in Life and at Work. Doug Brown from Copeland Communications was nice (and brave) enough to join us as our first guest. In fact, we were on such a roll, we decided to do two shows with Doug. For the first show, we discussed whether Twitter [...]
Posted in Follow Ups Tags: blog, Brand, Business, corporate, engage, engagement, Facebook, Online Communities, personal, Social media, Social network, Trending and Popularity, twitlonger, Twitter No Comments »Getting Engaged Episode 3: The Importance of Being Human
August 29th, 2010 Russel It’s week 3 and episode 3 for Getting Engaged. I have to say I’ve had to tell at least a few of my friends that it has nothing to do with matrimony. You make like it but you didn’t put a ring on it. (I am so old) No wedding, sorry. We’re focusing on engagement, [...]
Posted in Follow Ups Tags: Arts, b2b, b2c, Comedy, drama, Fan Pages, Friends, h2h, Human, Programs, Sitcoms, Television No Comments »Getting Engaged Episode 2: Are You “Using” Social Media?
August 23rd, 2010 Russel We’re at it again: fighting off technological issues, the need to talk with hands and speaking up. Episode 2 of Getting Engaged asks the question: Are you “using” social media? We look at an example of a Victoria restaurant that doesn’t quite understand that to get the best use from social media, you have to [...]
Posted in Follow Ups Tags: Arts, Business, Media, Social media, Social network, Social Sciences, United States, Watchdogs No Comments »Getting Engaged! – Online, in Life and at Work
August 18th, 2010 Russel The introductory episode of Getting Engaged – Online, in Life and at Work with Yukari Peerless and me, a weekly look at building relationships online and off. The topics will include: pet peeves, new technologies, social media, customer relations (of course) and may include a few guests. We’re just starting but we’re really excited about discussing [...]