In 1936, orator and author Dale Carnegie wrote “How to Win Friends and Influence People.” I’d say this book is more relevant today than it was between World Wars. Listening, caring, engaging…these are not new concepts that came in with customer relations, sCRM, CRM, customer service, salesforce.com or social media. Below are Carnegie’s Six Ways […]
Would you like that Keg-size? Have you seen our featured product? For a $1.99, you can get fries… These are all questions and suggestions to get the customer to spend more money. You may not need what you buy. You may not have even thought about purchasing them. But it plants that seed and gets you […]
I’ve noticed a disturbing trend recently. It’s upsetting, uncomfortable and down right uncalled for. Yes, that’s right – the awkward upsell. Recently, at both London Drugs and the Great Canadian Superstore, I was put in an uncomfortable position. Let’s look at the London Drugs scenario… I’m behind a lady who is asked by the cashier […]
I met my friend Todd at one of the local pubs, Irish Times, just a few nights ago. I hadn’t been inside in months, not for any negative reason, there is just a lot of different places to eat in town. The night went really well. Our server (Alicia? Alisha? Something with an “A”) did […]
I recently purchased a fall jacket for myself (Yes, I’m a shopper) but the problem was they only had one colour…not the one I really wanted but not bad. What’s a boy to do? Well the salesperson at RW & Co. suggested I purchase the coat, have a think on it, and exchange for the […]
I do tend to lean towards eateries when discussing customer service but let’s be clear, great service is essential in every industry, whether for our customers, clients or employees. Sean Dhillon is a Mortgage Advisor with CIBC and the target of the latest edition of the Quality Check. 1) In one or two sentences, define […]
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 […]
NOT LISTENING TO YOUR CUSTOMER It’s so simple yet it’s not. Listen to your customer – every word, every inflection, and every bit of emotion. Listening is about understanding your customers’ concerns, noting their perceptions and being aware of their tone. Are they just being polite when really they’re frustrated? Are they shy or introverted where […]
DON’T SMILE What ever you do, don’t look like you’re enjoying yourself. Don’t give any impression that you want to be there, helping me. Smiling is the single best way to connect with your customers. And yes, we can tell if you are smiling over the phone too. Every chance you get to interact with […]
I can’t believe I’ve been doing this blog for about four months already. In that time, I’ve reviewed ferries, restaurants, optometry clinics and pharmacies. In that time, I’ve received feedback from my readers and one response from a company. I have to give kudos to London Drugs for not only acknowledging my comments but also […]
