Sometimes cool stuff happens. And when it does, it’s an opportunity to learn from something or someone that you may not have expected, including about business communication from a less than obvious source: a musician. Recently, I had the pleasure of attending a concert with pretty great local (Vancouver Island, BC) talent, Vince Vaccaro, in one of the […]
It’s always nice to hear a GOOD customer service story, and this time it’s Robinson’s Outdoor Store’s turn. The nature of customer service experience feedback is it’s typically negative. This is true for two reasons: 1) people typically are inspired to action by negative emotion. There’s a reason there are complaint departments and not praise […]
I live in the small city of Victoria, B.C., and one of the great things of living here is the restaurant culture. When I ever ask someone, “what’s a great place to eat?” rarely, if ever, does anyone suggest a chain. We do have your Kegs, Moxy’s and Milestones but they aren’t top of mind. […]
It’s been far too long since I put a business to the The Upsell Q&A. Matt Diederichs, manager of the guest services team at Highland Pacific Golf Course said he was up for a few queries. Who am I to disappoint him? Here’s the latest Quality Check: 1) What is your definition of bad customer […]
I’ve always liked PIG BBQ Joint. I may not have gone to it often but I always enjoyed the “carnivore-to-go” feel at their little location in Victoria, B.C. So, when I heard they were moving to a new location, expanding their menu and adding booze to options…well, I was a lot of excited. I have […]
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 […]
In the past few blogs, I’ve reviewed a pub and an optometry clinic (check below) and it really had me thinking about things I hate when it comes to customer service. For every great experience, there’s eleven that weren’t. This week, I’d like to share two pet peeves of mine and I invite you to […]
