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Service Regardless of Remuneration

Service Regardless of Remuneration

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...

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Forgotten Tools

Forgotten Tools

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 call. I...

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Making Things Right – Experience Recovery

Making Things Right – Experience Recovery

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 items...

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Mirror Repeater

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

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

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

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

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?

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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