by Gilles Gagnon | Aug 25, 2019
Last week, I visited a small town north of the city. A local indicated that a special event was taking place in the town park, some sort of small fair with craft booths, vendors, music, etc. On stage was a musical group playing a variety of songs. Upon finishing a...
by Gilles Gagnon | Aug 1, 2019
Here’s another example of how easy it can be to exceed expectations, one small step at a time. Months ago, my wife and I ate at a Sushi restaurant, Mi•Ne Sushi, near Rogers Centre. Our waitress greeted us with a warm, genuine smile. The restaurant had a joyful...
by Gilles Gagnon | Jul 16, 2019
Popular coffee houses like Tim Horton’s are often extremely busy. They have a set menu and you’re expected to quickly select from the offerings posted on the overhead displays. The only option for coffee drinks is usually the amount of sugar or cream/milk...
by Gilles Gagnon | Jul 6, 2019
A few weeks ago I called my optometrist’s office to confirm an upcoming appointment. An automated answering machine took the call instructing me to leave my name and number and someone would soon return the call. Seven days later, I received the return phone...
by Gilles Gagnon | Jun 20, 2019
No one is perfect and service failures are likely to occur. When they do, the better the staff is trained and prepared to handle the service recovery, the better. Here’s a story which exemplifies good, efficient recovery from a service failure. I had ordered two...
