Who’s paying attention to the essential details in your business?

Documenting, teaching and training your staff on what they need to do to ensure the business thrives is critical to success

Who’s paying attention to the essential details in your business?I had a letter returned to me this week. I’d sent payment to a subscription service but they'd moved, unbeknownst to me. So my cheque came back. The problem? The subscription forms still contained the old address. How many other customers has this happened to? Perhaps your organization thinks you don’t need more customers –…

Is customer service dead?

When we take the time to engage with our customers and be sincere and interested, the dollars roll in

Is customer service dead?It was a Friday afternoon in Alberta. I’d met with some clients and had time for a walk. I decided to head to the strip mall near where I was staying. My first stop was the Peavey Mart hardware store, since I’d never visited one before and it looked interesting. I entered the store and…

Air Canada’s lesson in how not to communicate with customers

Air Canada could have reduced a lot of stress among its passengers by clearly conveying the winning message it intended

Air Canada’s lesson in how not to communicate with customers“Why are you making us do this?” the lady screeched to the Air Canada check-in attendant at the Dublin Airport recently. “I’ve never been asked before to put my carry-on luggage into those things.” She pointed to the metal stand into which her teenage kids were forcing their obviously oversized bags, to estimate appropriate size.…
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