Tag Archives: Customer service

‘We’re making changes to our fees’

Last month, my bank sent me a snail mail letter alerting me to “Important changes” coming to my business account. The brochure got closer to the point: “Effective September 1, 2016, we’re simplifying our Business Banking Plans and making changes to some of our fees” (emphasis mine). I don’t know about you, but when someone […]

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5 lessons in customer service from Ste. Anne’s Spa

My sister-in-law introduced me to the dangerous “robed cult of relaxation” at beautiful Ste. Anne’s Spa in 2012. Getting treatments like hot stone massages or facials, enjoying healthy, delicious meals, staying in comfortable beds in charming cottages, and yes, relaxing in robes — all this completely ruins you for ordinary life in just 24 hours. […]

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Birthdays: How marketers get them right, and wrong

When you were a kid, you probably loved birthdays. Cake and presents and being king or queen for the day made you feel special, didn’t they? These days, when you hand over your birth date to marketers, they have a chance to make you feel special, too. Of course, they’re hoping that warm and fuzzy […]

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Spending hours to save pennies on insurance

For years, I stuck with the same car insurance company. I thought being a valued customer – they assured me I was! – would mean saving money. My insurance costs should go down for all kinds of reasons: The Ontario government introduced legislation that is supposed to reduce insurance costs by 15%. I’ve been a […]

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Set the tone with words

Anything worth doing is worth doing with WOW. So says online retailer Zappos, which for years has been a name synonymous for great customer service. At least, that’s what I had heard. I hadn’t experienced it myself because Zappos no longer ships to Canada (after a brief trial where they discovered how painful cross-border shopping […]

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Yes, it’s another ‘lessons learned from’ post!

Experience is an excellent teacher, and lately it seems that many bloggers have learned a ton from the latest movie, or dance craze, or some other passing fancy. I’ve shared my own thoughts about things I learned from: Sesame Street (including tell a story to make your message memorable); Renovating my kitchen (it’s okay to […]

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How’s that customer service working for you?

Give customers a great experience. Don’t screw stuff up. Treat your best customers like insiders. Say thank you. These are  just a few of the tips for improving customer loyalty found in a recent Entrepreneur.com post. Being thoughtful with customers isn’t really that hard, is it? Well, maybe it is. Case #1: A company that […]

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Show your personality! Ask Google; people love it

Google founders Larry Page and Sergey Brin were going to the Burning Man festival in Nevada in 1998. For fun, they decided to draw a stick figure behind the Google logo, just in case, as “chief Doodler” Dennis Hwang says, “the site crashed and someone wanted to know why nobody was answering the phone.” That […]

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5 business lessons learned at the spaaaah

At the beginning of December, I was lured into a dangerously addictive lifestyle. I may never be the same. Ste. Anne’s Spa has earned a reputation for being a decadent and relaxing getaway destination. Heavenly body treatments like hot stone massages (my weakness) and mud wraps and facials. A casual atmosphere that encourages you to […]

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Is this how to treat a ‘valued subscriber’?

“Dear Valued Subscriber,” the note began. Ah, my newspaper really appreciates my business. As well it should; isn’t the industry in distress? Millennials don’t read newspapers, do they? It’s time to renew my subscription and I’ll bet the paper really wants to keep me as a customer. Well, maybe it does want to keep me, […]

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