Russel Lolacher

freedom of speech

Freedom of Speech Makes You Unattractive

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 …

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initiative and interest are born not learned

The Unteachable: Nature Over Nurture in Customer Service

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 …

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Mr Lube

A Service Story of Mr Lube: Change the Oil, Not the Service

Thanks Mr Lube. It’s been a while since I’ve had some customer service kudos I could share. Either it’s a sign people are afraid to guest blog (I’m not convinced) or many haven’t been truly “wowed” by any of their recent experiences. Thankfully, Victoria BC’s Cheryl DeWolfe made sure her a recent trip to Mr Lube didn’t …

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