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TwitterVisited 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, [...]
Posts Tagged ‘Customer Management’
QUALITY CHECK: Icing Sugar, Fruit and Service from WannaWafel
September 18th, 2010 
Russel The new, bright and shiny QUALITY CHECK – Q&A FOR BUSINESS is courtesy of Renaat with WannaWafel, an authentic Belgian waffel house in Victoria B.C. Now I’m hungry. 1) What is your definition of bad customer service? Being approached, after having paid and served, without a word or expression makes me want to turn around and [...]
The Unteachable: Nature Over Nurture in Customer Service
September 9th, 2010 Russel Nature vs. Nurture is a long standing argument in philosophical circles (I’m sure they exist somewhere). Are you born a certain way or do your life experiences shape you? When it comes to good customer service, I’m putting my money on nature. Initiative and interest can not be taught. As staff, do you want to [...]
Posted in My Tips 
Tags: Business, Business Services, Company, Customer Management, customerservice, Employment, Nature, Nature versus nurture, nurture 
No Comments »“Don’t Fake Sincerity,” He Asked Sincerely
August 31st, 2010 Russel There’s the old line, “if you can’t be sincere, fake it.” Pretty please don’t. Customers can tell. I recently went to a Shoppers Drug Mart to buy some stationary. Once at the till, the cashier did all the usual things wrong: no eye contact, no smile, lack of interest. I was going to chalk it [...]
No. #1 of the Top Five Things Businesses Should Do to Piss Off Their Customers
July 25th, 2010 Russel DON’T LISTEN It’s so simple yet it’s not. Listen to your customer – every word, every inflection, and every bit of emotion. Listening is about understanding your customers’ concerns, noting their perceptions and being aware of their tone. Are they just being polite when really they’re frustrated? Are they shy or introverted where an “in [...]
Posted in My Tips Tags: Arts, BMO, Business, Business Services, customer, Customer Management, Customer Support, Home, Lead, Listen No Comments »No. #3 of the Top Five Things Businesses Should Do to Piss Off Their Customers
July 19th, 2010 Russel DON’T SMILE What ever you do, don’t look like you’re enjoying yourself. Don’t give any impression that you want to be there, helping me. Smiling is the single best way to connect with your customers. And yes, we can tell if you are smiling over the phone too. Every chance you get to interact with [...]
No. #4 of the Top Five Things Businesses Should Do to Piss Off Their Customers
July 15th, 2010 Russel DON’T LOOK AT ME I have actually had an experience at a bakery where I picked out what I wanted, told the staff which one, paid for it and left without a single gaze of the eyeballs. Hey, I’m not that bad looking. Make eye contact. It works on dates. It works in job interviews. [...]
THE TIP: Your Staff Is Your Brand
July 5th, 2010 Russel How can I build a relationship with a cold, uncaring brand? How can I leave with a good impression when I felt like I spoke with a machine or a checklist? I can’t. I can only connect with people. I like people because I am one. Your customer service reps ARE your brand. Yes, your [...]