Awesome Customer Experience (ACE)

 

Personal and business success is directly proportional to the level of service you deliver.

 

About ACE

FIELD REPORTS

Analysis and notes of real customer experiences I’ve encountered.

BLOG

Articles about the art of Awesome Customer Experiences.

ABOUT

Focusing on the customer experience – it’s more important than people think.

Latest Blog Entries

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...

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...

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...

Latest Field Reports

Gift-Wrapped Utensil!

Gift-Wrapped Utensil!

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...

Timmy Delivered!

Timmy Delivered!

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 you'd like....

Say It Like You Mean It

Say It Like You Mean It

I used to host my websites and my clients' websites on 1and1, a large web hosting company. Over the years the outsourced support deteriorated to a point where I moved my websites, along with all my client's websites, to another provider. Their bad customer service...

Awesome Customer Experience (ACE)

Using the ACE website, Gilles teaches the art of delivering outstanding customer experiences.

 

“We will receive not what we idly wish for, but what we justly earn. Our rewards will always be in exact proportion to our service”

- Earl Nightingale

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