Field Reports

Learning to improve customer experiences by observing and analyzing service experiences in the field.
About The Field Reports - Please Read First

This section is not a complaints department.

We can learn the art of delivering outstanding experiences and service from businesses who excel at doing so. We can also learn by observing poor service and endeavouring to do better. This section provides concrete examples and identifies learning points.

We welcome comments but please let’s keep them positive 🙂

Cheers!

Golden Gecko, Golden Experience

Golden Gecko, Golden Experience

From the moment I walked into Golden Gecko Coffee I knew it was a special place. What was it? It was a combination of the happy, smiling patrons, the cleanliness, the special touches, Jake the enthusiastic owner with his equally friendly staff, the level of service,...

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The Customer’s Bottom Line, Not Yours

The Customer’s Bottom Line, Not Yours

There's this Pizzaria in Toronto my family and I stumbled upon a few years ago after a theatre outing and we've been customers ever since: Bellisimo Pizza. We like Bellisimo partly because: The pizzas have a distinctive taste. To us there's a nostalgic element as the...

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Don’t Call Me Window

Don’t Call Me Window

What's the most beautiful sound to someone's ears? According to the late Dale Carnegie, American writer and corporate trainer, it's one's own name. As such, to build relationships with our customers and to make them feel important, because they are, whenever possible...

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Honda and Wine?

Honda and Wine?

Exactly one year after the purchase of our Honda from Honda Downtown in Toronto, a notice from Canada Post was left in our mailbox. It indicated a package was awaiting pick-up at the post office. To my surprise, the package in question consisted of a gift box...

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Order in the House!

Order in the House!

A while back I stopped at a Pizza Pizza for a quick slice. Pizza Pizza is far from gourmet pizza but one thing you do get in terms of taste/pizza from location to location, is consistency. Kudos to them. The post's image is from my visit. What do you notice when you...

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Nice Frills

Nice Frills

No Frills is a Canadian grocery store chain. When it comes to the Customer Experience... our local No Frills, "Tim & Sue's No Frills",  is Nice Frills! They are a perfect example that creating an Awesome Customer Experience can apply to all businesses. The staff...

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Transparency please?

Transparency please?

A while ago, I evaluated a program called "LogMeIn" for accessing & managing computers remotely. The program was offered as both a free and paid version. After reviewing the differences, I concluded that the free version would suit my purpose for the time being....

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Everyone on Board

Everyone on Board

When it comes to delivering a great customer experience, all staff must be on board or it can be detrimental to the business or organization.  An incorrect assumption that the company's leader may make is that all employees are reflecting their positive attitude...

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Not in a Hurry, but…

Not in a Hurry, but…

I walked into this 7-11 to purchase a mocha iced coffee. The self-serve dispenser was near-empty and I could only fill the cup one quarter, drop by drop.  I mentioned to the cashier (owner/manger?) that I couldn't fill my cup and he indicated he would tend to it....

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