I’ve had a few arguments in the past (who me, confrontational?) regarding small vs. big business and their level of customer service. But Russel, people say, bigger businesses have more money to spend on training. The more expensive the shop, the better the service. Ridonkulous! As I’ve blogged before on staff and branding, customer servicestarts from the bottom up. Cost, expense…don’t and […]
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, […]
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 […]
A customer says something bad about you online, sharing their criticism of you for all the world 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 […]
It’s been a bit of a stretch since my last pet peeve rant so I figured I was due. Not that I don’t have lots, I’ve just been happy to share a few kudos, guest blogs and business Q&As. Well that can’t stop some good old-fashioned complaining. Dear Server, Hi, I’m the guest of yours […]
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” […]
A Discussion on Freedom of Speech for your Brand 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 […]
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 […]
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 someone online 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 […]
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 […]