ARE YOU HUGGING YOUR CUSTOMERS?

JackMitchell

We recently interviewed Jack Mitchell, Author of the Hug Your Customers book, for the latest episode of our Conversations With PASSION Radio Show, and Jack shared some great ways his (Upper scale men’s clothing) organization has hugged their customers over the years.

You can hear our interview with Jack (from our Conversations With PASSION Radio Show) at http://www.blogtalkradio.com/conversationswithpassion

Now I ask, can you share some ways you have hugged (figuratively) your customers in recent years?

Yours in Success,
Corey Poirier
http://www.coreypoirier.com

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THANKS BROOK

I had been looking for a specific gift for a family member over the weekend, and had some great customer experiences and poor ones during my travels.

Near the end of my travels, I arrived at the Canadian Tire in St. Albert, Alberta. The first guy I ran into wasn’t terribly rude, but was a little less than helpful.

I asked him if he knew where I might find the certain item in the store – he replied that he didn’t know where the section for those items were even though this store certainly carries those items, and so after an ackward pause, I asked, “do you know perhaps who in the store may know?” – his reply, “not really”.

I said, more in a ‘surprised with his dis-interest’ voice, “I guess I’ll just walk around until I find another employee with a company shirt on and ask them?”

He noted, “probably the best approach to take, because I don’t know where those items are”

WOW, is all I have to say.

And so, I was considering leaving the store all together, disheartenend once again by a poor customer experience, but for some reason decided to try and find the department. The person in Customer Service directed me to the department with a smile on their face, and my day was finally looking up!

I arrived at the department and was greeted by Brook’s smiling face. The item I was looking for wasn’t there, and so I inquired with her.

To make a long story short, to help me in my hunt, she looked up the inventory at all the other stores in the city, called the store manager, looked through the inventory in her department, and when she finally discovered they were out of said item, suggested places nearby that may have some, and even gave me directions to the other stores.

I thanked her and immediately made my way to customer service to fill out a comment card in her favor. Did I mention the fact that they didn’t have the item, and I actually filled out a comment card, or that Brook (and sorry if my age guessing skills are far off) was in her teens in my estimation (I’d say 19 at most but maybe 18 or 17)?

I mean many people complain that teens don’t get it when my experience far too often say’s otherwise. Yes, there are some bad apples and the reliance on social media, texting, and technology may be hindering a generations ability to serve with interest, but there are still many good apples out there as well.

So, in a nutshell, thanks so much Brook for Serving With Excellence yesterday, you are making a difference!

Until next time, yours in Success,

Corey Poirier

http://www.coreypoirier.com

CUSTOMER SERVICE IS STILL POSSIBLE ON A BUDGET

Kudos to Budget St. Albert and store Manager Jarvis. I had some issues after renting from Budget roughly 7-8 weeks out of the last 11-12 weeks.

Without getting into too many perhaps borning details, Jarvis’ approach to customer service pretty well made my issues go away…which wasn’t easy.

On top of that, I left a Water Bottle there (at Budget) that I had picked up at a unique Cafe in B.C. and Jarvis called me to let me know it was waiting there for me 🙂 Something far too few people do these days…instead simply stating, “they’ll be back for it”

Until Next Time,
CPOIRIER
http://www.coreypoirier.com

GETTING STANDING OVATIONS FROM EVERY CUSTOMER

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When was the last time you gave a standing ovation for a performance? What things did the performer do to get that standing ovation?

How could you apply this to your business so that you could get standing ovations (literal / figurative) from your customers?

Homework? Make a list of the 3 things that performer did to get the standing ovations from their customers (the audience) and then strategize around how you could incorporate these into your customer experiences?

Until then, yours in Success, Corey Poirier

To learn more or to book Corey please visit www.coreypoirier.com or email bookings@coreypoirier.com

GIMMIE MY FRIGGIN’ CHANGE

Note: This is a repost of our very first Gimmie My Ketchup Blog…just a blast from the past…

…I do a lot of traveling as a result of my Speaking Career and the Newspaper we publish on a monthly basis.

I go through a BIG coffee shop enterprise on a regular basis and 9 times out of 10 the employee at the drive-through keeps my change without asking if I want it back.

Ironically, I don’t want the change back but I also don’t want anyone assuming that they can keep it.

I sometimes wonder when this will be addressed – I’ve spoken up and asked individual managers who said “wow, that should not happen” but on each successive trip through the exact same establishment it continues to….and I haven’t had time to bring it to the attention of the executive team (i.e. CEO) within the organization….sometime soon I’m sure.

hmmm…Should I still care? Should I bring my business somewhere else? So many options to consider….don’t even get me started about the fact that I have to ask for ketchup at some restaurants, if I want some (sad….so sad)

In the meantime – Onward and Upward…

cpoirier
http://www.coreypoirier.com

THOSE FRIGGIN’ TATTOOED SERVERS…

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…
cpoirier
http://www.coreypoirier.com

A GOOD MOVE OR BAD MOVE BY SEARS?

By now you may have heard that Sears has closed some US stores but in Canada say’s they will improve Customer Service in the stores rather than close or sell any stores.

Below you can read a column citing Sears Canada as an organization to emulate or study when it comes to serving customers effectively.

http://sbinfocanada.about.com/cs/marketing/a/custservretail.htm

Below this sentence you can read a release about this development at Sears.

http://www.therecord.com/news/business/article/646209–sears-canada-aims-to-improve-shopping-for-consumers-no-store-closures-planned

My question is whether YOU feel stating that “we plan to make the shopping experience better” is a good statement or bad statement for Sears to make? i.e. does it say that the experience wasn’t good before to customers who have been supporting them until now OR does it say we’re always looking for ways to improve the experience for our customers?

I’m not judging one way or another – would just love to hear what others thing / feel about this move?

Until then, here’s to GETTING STANDING OVATIONS FROM EVERY CUSTOMER,
Corey Poirier
http://www.coreypoirier.com

GIMMIE MY BISCUIT…

My Mother’s Mailman (well Mail-lady actually) used to arrive every-day with a dog biscuit for the Black Lab that My Mother had for 9 years.

I think it’s safe to say that she didn’t receive any financial benefit as a result of taking this extra initiative, however, she sure had fans in my Mother and my Mother’s dog.

Had she went into business for herself after all those years of going above and beyond, and had my Mother discovered this, isn’t it safe to say that my Mother would be a major supporter in helping her business grow?

Want to know why more people don’t go this far? Check back later this week for my opinion on this.

Until that time, perhaps you might like to think of a way that you can create fans for your personal brand like this Mail-Lady did with my Mother and my Mother’s dog, and also like this lady, without expecting anything in return.

Until that time, onwards and upwards,
cpoirier
www.coreypoirier.com