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TwitterShopping 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 [...]
Archive for the ‘My Tips’ Category
OK, You Have Me. Now What Are You Going to Do With Me?
January 4th, 2011 
Russel 
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 »Give the Gift of Personality
December 30th, 2010 Russel A bank is a bank is a bank. Usual scenario: you stand in an assembly line, moving slowly forward, inch by inch, to speak to a teller. That was me making it sound exciting. Truthfully, we never expect much other that to get what we need so we can move on to the other chores [...]
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 »Top 5 Secrets to Great, Amazing, Stupendous Customer Service
November 23rd, 2010 Russel Number #1: You have to care. Numbers #2 to 5: Repeat #1. You have to care about your job, about the customer, about your paycheque. As an employee, it doesn’t matter if you aren’t fulfilling some career goal, it matters if you actually care about how you spend your time and how you affect others. As [...]
Duck, Duck, Goose isn’t Good Customer Service
November 16th, 2010 Russel I met my friend Todd at one of the local pubs, Irish Times, just a few nights ago. I hadn’t been inside in months, not for any negative reason, there is just a lot of different places to eat in town. The night went really well. Our server (Alicia? Alisha? Something with an “A”) did [...]
Posted in My Reviews, My Tips Tags: Business, Business Services, consistency, customer, Customer experience, Customer Management, customer service, Irish Times, pub, service No Comments »Sell Your Passion, Not Your Product
October 18th, 2010 Russel David Meerman Scott said it best, “No one cares about your product except you.” But dammit it’s super awesomeness in a can! Sure, sure…. I recommend not selling your product…sell yourself and why you love what you do. That kind of passion is infectious, inspiring and could instigate a relationship. And a relationship is key [...]
Posted in My Tips Tags: Ambrosio, Business, Business Services, Consulting, Customer Management, customer service, davidmeermanscott, James Bay, passion, Victoria 1 Comment »What Do You Cost? The Price of Customer Loyalty
October 10th, 2010 Russel Visited GardenWorks recently, a greenhouse and pottery store, to find a couple of pots. Yes, I’m very greenthumby. I must have walked around the store for 15 minutes trying to decide which pot worked best for me. Question #1: Guess what didn’t happen in that 15 minutes? Not a single acknowledgement from staff. No “Hi, [...]
Love the Haters: Why Criticism is a Good Thing
September 27th, 2010 Russel A customer says something bad about you, for all to see. What do you do business? What do you do? Multiple Choice Question: A) Ignore it. B) Listen and acknowledge the complaint. C) Engage to determine the problem so as not to do it again. D) Sever all contact and go about your business like [...]
Posted in My Tips Tags: Business, Canada, Complaint, engagement, Facebook, Netflix, Online Communities, opportunity, Public relations, Social Networking, Twitter 2 Comments »Cheque Please! Great Waiters Make Great Social Media Gurus
September 20th, 2010 Russel That amazing waiter you just had who knew how to talk to you, didn’t push, kept you informed, fixed that little issue you had and made you want to come back? He could do great things for you online. Think about the skills a great waiter brings to the table (pun intended): Reads the “tone” [...]
Freedom of Speech Makes You Unattractive
September 13th, 2010 Russel Just because you can saying anything online, doesn’t mean you should. Wave hello (or is that good-bye?) to possible employers. I recently had a discussion with @PatrickTussie who argued that he enjoyed a separate Twitter account from his work account because he had the freedom to say anything he wanted. But should he? We now [...]
Posted in My Tips Tags: Freedom of speech, Online Communities, Profanity, Social network, Trending and Popularity, Twitter 3 Comments »