SLASH Your Normal Service Strategies


A couple of weeks ago, I saw SLASH (Yes, the Slash formerly of Guns N’ Roses and formerly of Velvet Revolver) perform at the Award Winning Northern Alberta Jubilee Theatre.

First, let me just say that it was a world class performance by a world class performer in a world class theatre.

These days though, with my customer service hat on, I always watch performances to see if the performer delivers on all four of my steps for delivering an A+ Customer Experience.

Let’s put SLASH’S performance to the test.

Step # 1: Making it about the customer? Yes. They played everything from GNR to Velvet Revolver to Slash’s solo CD’s.

Step # 2: Involving the customer? Yes. They continually asked the audience if they were having fun, commented on their previous experiences in the same city, and asked the audience to sing along many times.

Step # 3: Being in the moment? Yes. Didn’t see SLASH or any of the band checking their blackberries or I-Phones between songs

Step # 4: Delivering the wow? Yes. SLASH’s solos alone took care of this, but there brilliant performances of classic GNR tunes like Sweet Child of Mine and ParadiseCity (with Myles Kennedy nailing Axl’s voice to almost to a T) certainly didn’t hurt either.

So, now that we know SLASH (and many world class performers) deliver all four steps to creating (and delivering) an A+ Customer Experience, it’s time for you to ask whether you’re organization (or the company you work for) delivers on all four as well.

Until then, here’s to your greater success,

Corey Poirier

Note: To learn more about these four steps and how you can incorporate them into your company’s experience, or to book Corey for your next event, feel free to visit or contact us at




Recently, I was speaking to a group about Getting Standing Ovations from Every Customer and an attendee asked me, “…and don’t you hate how every second server today has a friggin’ tattoo?”

Now, this may be a controversial answer to some (and this blog may be as well) – but I replied, you know what I hate more than tattoos? Someone who is dis-interested in whether or not I, as their customer, walk away from their business with a smile on my face.

To go one step further, what’s on a person’s body is less important to me than how that person makes me feel (insert pun here) and someone having a tattoo, or many tattoos, in my opinion, has very little to do with my experience at their business.

Why I bring this up is I was in a drive-thru today and I noticed the server had a large gawdy looking white band-aid on, and I recalled that she had it on during my previous visit over a month ago – I thought to myself, wow, that is taking a long time to heal and then I realized her employer had her covering up a tattoo. I asked her to show me the tattoo and to be honest, in my opinion, the band-aid looked much worse than the TAT itself.

I next thought to myself, interesting how they’ll let staff members walk around with a frown on their face, dis-interest in their voice, and a poor attitude, but make the best server they have cover up a tattoo.

I’m not judging them or saying it’s wrong to have them cover it up, as that depends on the nature of their business, but perhaps at least a skin coloured band-aid at least.

My next stop was at a service station where the friendliest employee had a tattoo on her inside finger. I just noticed it barely and most wouldn’t have, but I asked her to show it to me as well. Anyway, coolest tattoo, super friendly employee – I’ll be back.

As you can tell, in my opinion, an employee having a tattoo has little to do with my experience as a customer, and in fact, often, the person with the tattoo has me leaving with a smile on my face more than ones without.

And besides, I think if you’re bothered by someone having a tattoo also having a job or career, you’re going to have to start staying at home more often – because it’s becoming much more accepted.

I stopped by a pharmacy the other day and the head pharmacist had a large tattoo right there on her wrist running into her forearm. My doctor has a tattoo on his ring finger.

As the picture for this post indicates, I now have tattoos on the tops of my feet (all in the name of getting the story).

And one of my fav. tattooed women (Kat Von D) has become a very successful (and respected) entrepreneur, and even gives talks to troubled youth and so on.

IMO, The bottom line isn’t whether or not an employee has a tattoo or not, it’s whether that tattoo impacts their level of service (not your perception of whether it does) and I have yet to see a case where the tattoo itself has negatively done that.

Besides, I think it’s difficult to argue that Tattooed business people have received standing ovations from their customers for many years.

Think Ozzy Osbourne, Tommy Lee and Nikki Sixx of Motley Crue, Spoken word artist and Punk Legend Henry Rollins, Pink, Lenny Kravitz…most of these performers (whether you’re a fan or not, or whether their off-stage antics are questionable or not) have been receiving Standing Ovations from “Their Customers” for years – tattoos or not.

So perhaps a good summary would be – maybe it’s time to start worrying more about the employees with the frowning faces and poor attitudes than the ones with tattoos.

And if you’re worried that having employees with tattoos with impact your business in a negative way, show your customers you care and ask their opinion?

I’m not saying to then let go of a good employee with a tattoo if your customer is bothered by it and if there is a solution (I don’t want to get the human rights orgs. after me), I’m just saying at least then you’ll know whether a solution is needed (like covering the tattoos with a gawdy band-aid!), and you can act accordingly.

But just make sure you also consider doing something about the dis-engaged employees who don’t want to be there in the first place at the same time (or before)!

Just one man’s opinion mind you,
Until Later, have a Rock N’ Roll Day…


I hope he (Axl Rose) doesn’t put a hit out on me (joking) but I talked a while back about how Prince made it about his audience / customers during the concert I saw in Vegas in 1999.

Thought I’d write today about the opposite experience.

The year: 2006 I believe, maybe 2007. The Concert: Guns and Roses.

The night was like any other, and the opening acts were “not too bad” as we like to say in Atlantic Canada.

But then, it happened. The open acts were done, and we waited….and WAIted….and WAITEed….and WAITED, for Axl (and team Present-Day GNR) to finally decide to take the stage.

The performance was solid, despite the original members (Slash, Duff, Izzy, Matt or Steve) obviously no longer being members of the band.

The problem, however, was the fact that most people were so mad by the idea of having to wait until after 12:00am(midnight) for the MONDAY NIGHT SHOW to start; and where most people had to work the next morning, and it just being the start of the work week, the people near our seats at least, spent the majority of their time taking glimpses at their watches.

Mind you, the 2 hour gap between the opening acts and GNR (during which time we basically just stood around, waiting) didn’t help I’m sure.

Finally, at roughly 2:30am, if I recall directly, the show finally came to a close.

Bear in mind a lot of the audience members were of the baby boomer variety, and much like myself, getting older, and also much like myself, probably not as fond of these early morning weekday shows anymore; save the later shows for Friday, Saturday, or even Thursday.

In fact, I could plainly see audience members near our seats fast asleep as the show came to a close, and it was perhaps, again if I recall correctly, the most anticipated, but perhaps least involved, encore I can remember seeing.

Bottom Line: This, lack of audience interaction, is a great example of what happens when you don’t even try to Make it about your Customer; your customer walks away with a negative memory of their (customer) experience, rather than a positive memory, and are therefore less likely to refer others, and so on.

In my case at least, this was not one of my favorite concert experiences, even though the product was just fine.

Lesson # 1 Even if your product is great, if the experience is poor, your business can still suffer.

Oh, and they (GNR) came through town again since, when I was in town, and available to go to the show, and I chose instead to stay home and watch TV (or something of that nature), despite being a major concert fan and a longtime fan of the band.

Lesson # 2 – when we try to make it about our customer (see previous Prince Concert Blog) people are more apt to refer others and spread great word of mouth (and bear in mind I wasn’t a Prince fan before the show) vs. when we make it about ourselves (see this blog), people are less likely to spread positive word of mouth even when they are fans of the product.

ps. I should mention that the highlight of the GNR concert was when Axl brought The Trailer Park Boys on stage to sing Bubbles song Liquor and Wh**es, with Bubbles, Ricky and Julian. That was truly a great experience but other than that….solid music, and yet, very close to my least favorite concert experience.

pss. Perhaps in the near future I’ll share my (positive customer) experience watching the Prince of Darkness, Ozzy, in Concert.

Chat more soon. Oh, and you can read more about our new book at