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 see customer service as how a company engages with its customers, and I think we can agree that branding plays an integral role in that. Branding isn’t what you say about your company, it’s what your customers believe about your company (not sure who said that but if you know, let me know). So […]
Well this is interesting. Over the course of writing this blog, there have been a few occasions where businesses have responded to posts, whether they were good or bad. I love hearing from a business to get their side of the story. Maybe the customer remembered things incorrectly or had emotion blind their description of […]
Social media has been the biggest customer service game-changer in recent memory. Now, anyone can get on a computer and share their feelings, both good and bad (but it’s usually because it’s bad). Who cares? If you’re a business, you should. Depending on who that person is, that information can influence a lot of people […]
I haven’t been to many spas. It’s not that I think they’re some kind of attack on my manhood, it’s just they aren’t something I think about. The only time I’ve done some “spa-ing” was during an all-inclusive stay at a resort in the Dominican Republic where a 4’11 woman beat the crap out of […]
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. […]
I recently had a mixed experience with Sears. (Here’s the blog) What started out amazing in their store failed miserably once it was left in the hands of their delivery customer service. As I’ve come to learn from writing this blog, the best way to share constructive criticism is through a blog. So far, I’ve […]
The man likes his coffee, but he likes customer service just as much. Dave Caughran shares his caffeine experience with us in the latest Upsell guest post. Why is it that I find myself writing about the failings of the small‘ish’ local business and promoting the extra mile that a giant multinational business goes? Here’s […]
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 […]
