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Mirror Repeater

A couple of weeks ago I met out-of-province friends at a downtown restaurant. My friend's wife was first to order and asked for one of the specialty burgers but without chipotle, which normally came with this particular burger. The waitress said this wouldn't be a...

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A Lesson From Bermuda

Years ago, I worked in Bermuda for the Bank of Bermuda's IT Department. I'll never forget a lesson I learned as a result of an internal campaign the Bank adopted for all its departments. The campaign was called "Do it Right the First Time / Zero Defects". This brand...

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No Risky Business

Another practice for creating awesome customer experiences is providing customers risk-free transactions. Some companies do this very well. Here are some examples: Home Depot: Home Depot takes much of the risk away from their customers by providing an exceptional...

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Testing a Critical Touchpoint

Have you ever filled out a website online form, hit the "Submit" button and received an error? Or, clicking "Submit" and left with what appears to be a completely non-responsive button or form? No message, no feedback, nothing? This can happen with contact forms or...

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Hiding in the Spam

These days, much of the communication which takes place with both prospective and new clients occurs via email. This includes both regular emails and online contact forms sent by email. Leaving an email query unanswered is a good way to annoy clients or worse, lose a...

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Would You Believe This Man?

In books I’ve read and, on the internet, I’ve often come across variations of the story of Einstein being asked: “Why are we here?”to which he responded:“We are here for only one purpose, and that is to serve others” Researching the above quote for this article led me...

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The 24-Hour Service Challenge

There's very much to gain in being of service to others. Whenever we serve others we're making a deposit in our psychic bank account. We're giving of ourselves, of our skills and we exercise kindness. As such, we're likely to feel a sense of fulfillment knowing we're...

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Are You Missing This Opportunity?

A project comes to a close or a customer has made a significant purchase. The End. Not so fast. A simple way to add value to a service rendered, or to a product-purchase experience, is to follow up with the client after the close. A quick phone call or email will do....

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Phones Can Kill… the Experience

Cell phones are wondrous tools. Cell phones can also become magnets for our eyes, consuming our attention in the wrong direction, as in... away from precious customers. It may not be possible or sensible to ban our employees from using their cell phones. In fact, in...

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