RSS Feed
TwitterIf 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 [...]
Posts Tagged ‘Customer Management’
Your Mission, If You Choose to Accept It: Great Customer Service is Doing What You Promise
August 6th, 2011 
Russel 
Posted in My Tips 
Tags: Business, Coffee, customer, Customer Management, customer service, Starbucks 
1 Comment »Tales of Customer Service: Highs and Lows of a Week
May 18th, 2011 Russel We encounter customer service every day in many different ways. From the gas station to the coffee shop, from the cable company call centre to the car dealership, the time we spend with businesses is usually more than we spend with our families. I decided to take a look at one week. One week of [...]
A Tale of Two Beds Or How Sears Failed Customer Service 101 – Guest Post from Katharine Holmes
April 5th, 2011 Russel Welcome to the good, the bad and the really bad of customer service. Katharine Holmes recounts her epic attempt to purchase a bunk bed from Sears Canada. For a while now, my husband, Paul, and I had planned on getting our son a bunk bed. We were moving in a few weeks, so we thought [...]
Pet Peeve: Too Many Staff Can Be Too Much of a Good Thing
March 23rd, 2011 Russel You know that old joke, “how many (insert relevant person here) does it take to screw in a light bulb?” I often ask myself that question when I’m in a business…though I don’t tend to laugh at the punch line so much. Here’s my joke: “How many staff members does it take to figure something [...]
QUALITY CHECK: Service from the Back Nine from Highland Pacific Golf
March 4th, 2011 Russel It’s been far too long since I put a business to the The Upsell Q&A. Matt Diederichs, manager of the guest services team at Highland Pacific Golf Course said he was up for a few queries. Who am I to disappoint him? Here’s the latest Quality Check: 1) What is your definition of bad customer [...]
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 [...]
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 »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 »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 [...]