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TwitterAdrian Charlie’s last guest post took us down a dark path of bad customer service. Can part two take us to a land of engagement, leadership and assistance? Read on: The next morning I found a DM from Swans: “The GM of Swans, Janina Ceglarz, would like to address your issue personally. Please call xxx-xxxx, or [...]
Posts Tagged ‘Business’
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 »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 [...]
If You Don’t Want to Be There, We Don’t Want You There Either
November 18th, 2010 Russel Within a four block stretch in my neighbourhood, there are 4 coffee shops catering to the residents. Two chains (Starbucks/Serious Coffee) and two regional (Café Fantastico/Moka House). So you need to stand out. You need to have your loyalists. I’m not one of those. I tend to float from location to location based on mood [...]
Posted in My Reviews Tags: B.C., Beverage, Business, Cafe Fantastico, Coffee, Cook Street Village, Food, Moka House, Serious Coffee, Starbucks, Victoria 5 Comments »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 »RW & Co.: You Mean People Actually Talk to Each Other?
November 11th, 2010 Russel I recently purchased a fall jacket for myself (Yes, I’m a shopper) but the problem was they only had one colour…not the one I really wanted but not bad. What’s a boy to do? Well the salesperson at RW & Co. suggested I purchase the coat, have a think on it, and exchange for the [...]
Posted in My Reviews Tags: Business, Coat (clothing), Communication, customer, customer service, Education and Training, exchanges, returns, RW & Co., Shopping 2 Comments »Weber Grills: Don’t Know You But I Might Love You
November 1st, 2010 Russel I’ve never heard of Weber Grills. I’ve never used any one of their products to my knowledge. But I’d buy one. This will the second time I bring up my dad in as many weeks but since that last blog wasn’t on the greatest customer service experience…I thought it would be nice to get out [...]
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 »QUALITY CHECK: Lending Money but Giving Service from a Mortgage Advisor
October 16th, 2010 Russel I do tend to lean towards eateries when discussing customer service but let’s be clear, great service is essential in every industry, whether for our customers, clients or employees. Sean Dhillon is a Mortgage Advisor with CIBC and the target of the latest edition of the Quality Check. 1) In one or two sentences, define [...]