There aren’t as many book stores as you’d think. With the dominance of Amazon, eBay and other online book divas, the need for actual places to visit seems to have diminished. But there really is something to be said for speaking with an actual person, surrounded by actual books, getting actual service (“actual” quota covered). […]
How can I build a relationship with a cold, uncaring brand? How can I leave with a good impression when I feel like I spoke with a machine or a checklist or a script? I can’t. I can only connect with people. I like people because I am one. Your customer service reps ARE your […]
This latest entry of The UpSOLD! is courtesy of @emd. His experience at Pagliacci’s in Victoria, B.C., is a great example of how to be memorable and empower your staff. After waiting through a line up out the door, my wife Christine and her sister Andrea were seated. Andrea didn’t see anything she liked so they […]
On occasion, I’m asked if a friend/colleague/acquaintance/”state your name” can guest post a recent customer service experience. I wish there were more offers of good experiences than bad but those are the ones that seem to leave the biggest impression. This week’s Upsell is from Ian from Melbourne, Australia. Yes, we haven’t cornered the market […]
I asked Rocky Mountain Soap Company, a retail store in the Mayfair Mall in Victoria B.C., about their idea of customer service and how to turn bad to good. 1) In one or two sentences, define good customer service according to Rocky Mountain Soap? Great customer service is all about adding value to the customer’s day […]
My girlfriend has been doing some work for me for my movie Twitter account and blog and since I’m not a complete jerk, I thought the least I could do was take her out to dinner. Her idea: Vista 18. I’d never been and I’m a sucker for eating while getting height vertigo. Maybe it’s just […]
A while back, I did a customer service review of a Best Buy experience. You can read the whole sordid tale but the bottom line is, there was a serious lack of listening. I don’t know if it was an ear wax problem, a loss in translation, or just a complete misunderstanding…but it didn’t go […]
My blog has always been about the world of customer service through the consumer’s eyes (usually mine). Whether they have been reviews or pet peeves or “The Tip” of the week, it’s really been from one side of the fence. Well I’m peeking over that fence and putting a few of my questions to businesses […]
There was a time (harkened back to on television’s Mad Men) when air travel was a luxury; when sailing through the clouds was more than just a way of getting somewhere, but was an adventure. Nowadays, there’s little romanticism left in air travel, especially for those of us confined to coach after being forced to […]
Ding. Ding. Ding. Round three. Every few months or so, I like to do a “pet peeve recap” of some things that are really bothering me with customer service. I didn’t want to do one so soon but after a recent trip to Seattle, I felt I must. Honestly, it actually surprised me a bit. […]