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TwitterThis past Fall, my girlfriend and I took to the road for a trip to Disneyland. She’d never been (insert gasp) and I hadn’t been as an adult. Let the frivolity commence. One of our stops really made me stop and think about how tips have now become expected. While at Storytellers Café, a part [...]
Archive for the ‘My Tips’ Category
5 Reasons Why You Should Not Expect a Tip
February 2nd, 2012 
Russel 
Posted in My Tips 
Tags: added value, customer service, engagement, gratuity, no tip, tips, Top 5 
29 Comments »Customer Service is Pure Public Relations
January 5th, 2012 Russel Recently, the Public Relations Society of America (PRSA) asked for submissions on the definition of public relations. After a very spirited debate across Twitter, podcasts, Facebook and various other mediums, they received an unbelievable amount of submissions. With the fast-changing world of engaging technology and sociability, many in the field seem to feel a need [...]
You Can Write Blogs that Big Business Will Notice
December 31st, 2011 Russel It’s the end of 2011 and by now you’ve probably been inundated with about a billion Top 10 lists, “best of” lists, “my favourite” lists, “your favourite” lists, “most viewed” lists, and lists about lists. TV, social media, newspapers…it’s hard to escape the “year in review” wave, so if you can’t beat them, join them. [...]
Posted in My Tips Tags: Best Buy, blogging, Complaint, customer service, London Drugs, power of social media, Sears, United Airlines 2 Comments »Your Mission, If You Choose to Accept It: Great Customer Service is Doing What You Promise
August 6th, 2011 Russel If any one of my friends made a promise to me, and broke it…they probably wouldn’t be my friend for much longer. Whether it be a verbal or written (usually email) contract, there’s something understood in a promise made. It will happen. And if it doesn’t? It’s a betrayal, pure and simple. It might be [...]
Posted in My Tips Tags: Business, Coffee, customer, Customer Management, customer service, Starbucks 1 Comment »What Does the Devil and Great Customer Service Have in Common?
February 24th, 2011 Russel It’s in the details. Sad to say that expectations for great customer service has gotten so low that even OK to moderate service blows us away. “WOW, THEY BROUGHT US WATER!” Sad, but true. In a world where your barista wants a tip for just doing their job, it’s the little things…the effort…that seem to [...]
Posted in My Tips Tags: Business, customer, customer service, Education and Training, Home, Scotch Tape, Social media, Valentine's Day 10 Comments »A Customer Service Love Letter to Business
February 14th, 2011 Russel Dear Business, Small, Medium or Large (I’m not judging), Are you trying to make me happy? Do you want this to go somewhere? Do we have a future together? Whether you want to admit it or not, we’re in a relationship. Good or bad, it’s what we’ve got. And as we celebrate Valentine’s, it’s a [...]
Posted in My Tips Tags: Business, customer, empathy, Facebook, Internet Marketing, Marketing and Advertising, relationship, Social media, Twitter, United Airlines No Comments »Relationship versus One-Night Stand: Reward Customer Loyalty
January 27th, 2011 Russel Ever been frustrated that new customers get all the great deals and enticements while you, as a long-time, loyal customer, are forgotten about? I just wrote that and I can’t believe it still happens. Reward loyalty. Those customers that have stuck with you. Those customers that think of you first before your competitors. Maybe they [...]
Great Customer Service isn’t a New Idea, But it is a Good One
January 22nd, 2011 Russel In 1936, orator and author Dale Carnegie wrote “How to Win Friends and Influence People.” I’d say this book is more relevant today than it was between World Wars. Listening, caring, engaging…these are not new concepts that came in with customer relations, sCRM, CRM, customer service, salesforce.com or social media. Below are Carnegie’s Six Ways [...]
Great Customer Service is the Ultimate Upsell
January 7th, 2011 Russel Would you like that Keg-size? Have you seen our featured product? For a $1.99, you can get fries… These are all questions and suggestions to get the customer to spend more money. You may not need what you buy. You may not have even thought about purchasing them. But it plants that seed and gets you [...]
Posted in My Tips Tags: Business, Business Services, customer, Customer Management, customer service, Rate of return, roi, Salesforce.com, Twitter, upsell 2 Comments »OK, You Have Me. Now What Are You Going to Do With Me?
January 4th, 2011 Russel Shopping during holiday season isn’t the most enjoyable way to spend your time. And that’s really what you’re spending the most of: your time. Time finding parking. Time navigating the crowds. Time standing in line. Mind-numbing time. (I’m a big shopper, can you tell?) What I don’t understand is why more businesses don’t take advantage [...]
Posted in My Tips Tags: booze, Business, Business Services, Coast Capital Savings, Crime Stoppers, crm, customer service, engagement, Liquor store, Queue area, Toronto 3 Comments »