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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 [...]
Posts Tagged ‘engagement’
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 
28 Comments »Black Swan to White Swan pt. 1 – Guest Post from Adrian Charlie
January 9th, 2011 Russel Adrian Charlie recently had a pretty interesting customer service experience at a local bar. I read as he tweeted a few comments while it happened and, as the “are you kidding me” moments ramped up, I had to ask him to provide a guest blog. How many strikes can you count? A few nights ago [...]
Posted in Guest Reviews Tags: bad service, Black Swan, customer service, engagement, pub, Swans, Times Colonist 6 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 [...]
Getting Ungaged? Unmarketing and Others Define Engagment at Social Media Camp
October 5th, 2010 Russel I had the pleasure of speaking and moderating at the first (hopefully annual) Social Media Camp in Victoria. This was probably the biggest social media event in Western Canada and demonstrated a passion for getting engaged and learning. Every presenter, as individuals or businesses, spread the gospel on customer engagement and relationship building. Isn’t that [...]
Posted in Follow Ups Tags: Business, Canada, don power, engagement, Julien Smith, raincoaster, robin heppell, Scott Stratten, Social media, trust agents, unmarketing, Victoria, Western Canada, yelp No Comments »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 »Getting Engaged: Freedom of Speech Makes You Unattractive
September 19th, 2010 Russel To follow up on my previous blog post, Yukari and I discuss how the use of freedom of speech, or really just saying anything you want, can have an impact on your professional future. Sad but true. Have you ever had this problem? Do you totally disagree?
Posted in Follow Ups Tags: branding, engagement, Freedom of speech, getting engaged, social media camp, video, youtube No Comments »The UpSOLD!: TELUS, Like Rock N Roll Dreams, Comes Through
September 10th, 2010 Russel Brennan from the Largley The Truth blog had a recent customer service experience with TELUS that he wanted to share. We hear so much of the bad, here’s a little of the good: TELUS, and TELUS Mobility in particular, takes a lot of stick from its customer base; some of it is deserved (“Your call-center [...]
Getting Engaged Episode 4 & 4.5: Is Twitter True Engagement / Personal vs. Business Brand
September 6th, 2010 Russel It’s “twofer” week four for Getting Engaged – Online, in Life and at Work. Doug Brown from Copeland Communications was nice (and brave) enough to join us as our first guest. In fact, we were on such a roll, we decided to do two shows with Doug. For the first show, we discussed whether Twitter [...]
Posted in Follow Ups Tags: blog, Brand, Business, corporate, engage, engagement, Facebook, Online Communities, personal, Social media, Social network, Trending and Popularity, twitlonger, Twitter No Comments »Calling for the Death of B2C & B2B
August 26th, 2010 Russel Who are you selling to? Business to Business or Business to Customer are marketing terms to describe a company’s target market. Are they trying to get the attention of another organization or the interest of customers? I propose you do neither. Try H2H instead. Human to Human. When marketing your company, you’re speaking to another [...]
Posted in My Tips Tags: b2b, b2c, branding, Business, Business Services, connecting, Consulting, customer, engagement, Human, Marketing, Marketing and Advertising, service, Strategic, Target market No Comments »