Tag Archive for: customer service
https://strategylab.ca/wp-content/uploads/2022/05/red-flag-before-working-with-someone.jpg 1383 2400 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2022-06-21 17:11:542022-06-22 09:14:11Telling You To “$#%& OFF” and Other Red Flags During Your First Meeting
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https://strategylab.ca/wp-content/uploads/2016/11/The-best-way-to-answer-the-phone-possible.jpg 1333 2000 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2016-11-12 21:30:432016-12-17 21:11:57The Best Way To Answer The Phone
We’re in Fort McMurray visiting one of our favourite places, Layers Wellness. We’re sitting in the front room and the phone rings. All we hear is a cheery voice that bursts out:
“Layers Wellness, how can we make your day better?”
I instantly started laughing. How amazing is that phone greeting?
We’ve been to Layers Five times in the last two years and that’s the first time I heard such a unique greeting on the phone. I think they’re getting better and better at being more, well…”Layers-y” (caring, fun, thoughtful, warm, engaging, friendly, happy).
Too many organizations worry about their “brand” or their “marketing strategy” and they forget what really matters, all the little things. Instead of developing your next ad campaign, why not try to get your employees to come up with a way to build customer loyalty?
Stop blaming marketing for your customer service problems
Want more business? Start treating customers like friends instead of customers. If you want to be different than others, if you want to standout amongst your competition, if you want repeat business, care about your customers in a completely differently way. Layers Wellness does this regularly.
Focus on providing a unique style of customers service and you won’t need marketing
https://strategylab.ca/wp-content/uploads/2016/07/a-good-brand-vs-a-bad-brand-in-action.jpg 1262 2244 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2016-08-28 12:09:282019-12-29 17:09:35A Simple Demonstration of ‘Good’ Brand in Action Compared to a ‘Bad’ Brand
In the Edmonton airport trying to make a connection I ask an Air Canada desk, by accident, where my gate was. The response? “The Westjet counter is over there”, slightly annoyed pointing in a vague direction.
He could have helped me, I mean the question wasn’t difficult (unless it was that employees first day in the Airport which is highly unlikely) but Air Canada’s “brand” isn’t about helping or going to extra mile at all. I think their brand is more like “unless we know you have money, we don’t give a flying frog about you!”
I find my gate, as I’m going thru I over hear an Air Canada passenger ask the same question I did to a Westjet employee!(Oh the irony, I wonder if they’ll give the same response?) Not surprisingly the Westjeter just answered the question.
I waited and congratulated him on being “human”, you know just helping people? It’s kind of what makes us human. And its not hard.
Whatever you do in business you’re going to have an opportunity to say a version of “oh that’s not my job”. Make it your job, take the initiative, be a human.
I can’t imagine that Air Canada fellow has much fun only helping certain people, that’ll make you a grumpy Gus.
https://strategylab.ca/wp-content/uploads/2015/10/remarkable-customer-service-is-similar-to-being-a-dog-e1444687278390.jpg 637 1000 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2015-10-06 15:57:382017-01-08 23:15:06Customer Service Explained By The Friendliest Person In The World || Eps 33 of #InTheLab
I’ve only known Maple for a few years, but in that time she’s taught me a life time of lessons on how to treat people. We used to work up above Coda Clothing and shoes. Maple would be working on the floor of Coda when we’d come into work. We’d have to walk past her as we shared an entrance. She was always excited to see us no matter what. She genuinely wanted to get to know you better, it wasn’t fake or contrived, Maple is actually one of the happiest people I’ve ever met. She could keep a conversation going with a mute person! Read more
https://strategylab.ca/wp-content/uploads/2015/05/7-things-you-can-do-today-that-will-make-your-life-better.jpg 1166 2000 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2015-05-05 01:30:192018-12-14 01:18:117 Things You Can Start Doing Today That Will Make Your Life Better
1. Make your online passwords an uplifting or encouraging phrase.
https://strategylab.ca/wp-content/uploads/2015/02/Why-Your-Business-Needs-To-Be-More-Like-A-Mexican-Restaurant.jpg 1114 2000 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2015-02-20 10:06:422015-05-02 11:26:56Why Your Business Needs To Be More Like A Mexican Restaurant – Episode #2 of #InTheLab
I’ve never been to Mexico until two weeks ago. I noticed something peculiar about the restaurants we ate at. They always gave you something to start with. Be it bread, oil, and vinegar, or nachos and salsa or chips and guacamole. We rarely ate a meal where we we’re “given” something to start with. I’m a foody, a fatty at heart, I LOVE that stuff! Making people happy through food, I love it.
Even breakfast at our hotel they would give you toast to start. It was like every place knew how to treat people and they new how to make your experience just a little bit better. I don’t like great service, I LOVE great service!
https://strategylab.ca/wp-content/uploads/2014/01/You-cant-scale-the-unscalable1-1024x602.jpg 602 1024 Jeph https://strategylab.ca/wp-content/uploads/2021/07/strat-icon-2021-white.png Jeph2014-01-05 13:52:392018-01-02 19:40:57How Do You Scale Customer Service?
1. A core attitude change
Three not so simple steps to scale your customer service strategy.
1. A core attitude change
You need a set of core values. A set of guiding principles you can fall back on when times get tough. Sometimes it’s just a phrase, usually the simpler the better. The more simple the new attitude is to take on, the better chance of by-in.
Without a new attitude (which starts at your core) you’ll never create the change you need to, to be a proactive leader in customer service. Austin Texas has one of the most vibrant business communities in the United States and some of the coolest nightlife I’ve ever experienced. When you talk to locals they always mention how Austin is much different than most of Texas cities. They have a different attitude. I’m not sure what they had first, the coolest marketing slogan for a city or the coolest city to create a marketing slogan for. Either way, they get it, and the entire city rally’s around keeping Austin weird.