When I was in B.C. this past week (photo above is from my trip to the Armstrong Fair), I ordered shoe-string fries from one of the vendors – I pointed to the painting on the side of the truck of the fries and said can I get those fries?

His reply, “You can’t get those fries, the ones on the side of the truck, they haven’t been available for quite some time, BUT I can provide you ones similar to those ones, and they they’ll taste even less woody!”

I was smiling from ear to ear by the end of our conversation, and thus a great customer experience was created.

Why? Because his joking wasn’t harmful, hurtful, offensive, potically incorrect, and so on.

So, is joking around wrong in customer service. The quick answer is that it depends. The quicker answer is it can be very acceptable and a great tool in creating a great (no cost mind you) experience for your customers, as long as it’s done in the right way.

Until next time, here’s to your greater success, CPOIRIER


One of my favorite quotes is the Gandhi quote “Be the change you want to see in the world”

We often don’t realize (as service providers) that we can be that change.

How? It can simply be serving with passion (or even a smile) more often, finding more ways to truly make it about your customer, offering a recommendation even when it doesn’t benefit you, sincerely listening to a customer’s feedback, or any number of ways.

By taking any of these steps (no matter how small they seem), you are making a difference and could be the change you’d like to see in the world, it’s as simple as that – because every single action you take during your customer’s experience impacts the experience they have; for better or worse.

So, consider ways you can make a difference (no matter how small), and once again, you can be the change you’d like to see in this world.

So start small, remain consistent, and big things will happen.

Until then, here’s to your greater success,
Corey Poirier


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.

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

Corey Poirier


Continuing on my theme from yesterday, about your brand message matching your customer’s experience, here’s a great example to demonstrate how important this is.

Staples Business Depot for quite some time now has used the motto “That Was Easy”

Now, in my blog here, I’m not going to say whether my experiences with Staples are easy or not, I’ll leave that for you to judge (i.e. your experiences with Staples and whether or not they are easy).

All I’m going to say is this – IF you walk into Staples tomorrow to purchase or find a product (or even for support with a product) and IF your experience isn’t EASY, all the money in the world spent on promoting that Motto will do them little good in your eyes.

And so, if you’re brand message or promise (or Motto) promises something (especially in relation to customer service), all I’m stressing is to make sure your promise is matched by the experience each customer has with your company or your sales promise.

Otherwise, better to focus on the client interaction / experience side of your business first, and then make the message match or develop a promise that reflects the interaction / experience.

Until then, here’s to your greater success.