I know it has been far too long since I have blogged on here and I`m hoping to remedy that going forward.

In the interim, here is a story for you – I often talk about how small actions can go very far in the world of customer service and often ones with no cost have more impact than ones a company could simply throw money at.

The example here is an organic food store I`ve been to multiple times. I mentioned to the owner in passing that I wish he had Spinach, and the first time (a few days ago in fact) he had Spinach in the store when I arrived, he rushed over and grabbed it and said, “here you go friend“

I should mention that we spoke about the fact that I wish he were carrying Spinach once, over 12 months before this store visit. Do you think I was impressed? You bet. Will I be back again and again? You Bet.

Cost to him? Absolutely nothing. In fact, on top of impressing me, he has also increased his sales to me and my potential for word of mouth for his business. Simply by demonstrating that he was listening when I said I wish he had Spinach.

The question becomes – in what way are you giving your customers their Spinach?

Until next time, here`s to your greater success,




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


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



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


When you’re sitting in front of a customer, are you focused on who is front of you, or on who’s NEXT?

High achievers (including high achieving customer service providers) are present and in the moment during every interaction; especially with their customers?

Food for thought, isn’t it?

Until next time, here’s to your success, Corey Poirier

To learn more or book Corey for your next event, please visit www.coreypoirier.com or contact us via bookings@coreypoirier.com


So I drop by one of my favorite pizza shops (which shall remain un-named but perhaps just for the time being) to find “no one” working behind the counter.

I wait a few minutes, and then ring the bell (just in case the person is out back) but no one answers. I wait for a few more minutes before someone comes over and say’s “I saw the guy walk away about 15 minutes ago”

Now, out of principle I decide to wait. More people join me in waiting.

Finally the employee shows up, and I say, “Wow, we’ve been waiting 15 minutes at least.” His reply, “What kind of pizza do you want?”

I repeat, “You know we’ve been waiting here for 15 minutes and…” He cuts me off say’s “I’m leaving the company next week so I’m on my two weeks notice…do you want some pizza or not?”

So I continue, “So because you’re leaving, your current employer is entitled to only half an employee…are they paying you half your wages? Imagine if in two years you apply for a company and I’m the CEO of that company…wow, wouldn’t that be interesting?”

At this point he won’t look me in the eyes, and finally I order my slice of pizza (which thankfully is right in front of me so I can verify no spitting has occured).

The others in the line smile widely in my direction, I’m guessing because I didn’t let him off. Now, I know confronting someone like that isn’t always wise but I guess when you get tired of employees having indifference to their customers AND the people paying their bills, every now and then you want to try to make them consider their actions.

I have also sent word into the employer of the pizza shop as I would want to know about this as a business owner, if even to try and prevent it with future employees.

Oh, in case you’re wondering, the pizza still tasted as good as always.

And so, after sharing this story, I’d like to ask you an important question: How do act when the leader is not around OR if you are the leader, do you know how your employees are acting when you’re not around?

Something to consider isn’t it?

Until Then, Yours in Success, Corey Poirier

To learn more or book Corey for your next event, please visit www.coreypoirier.com or contact us at bookings@coreypoirier.com


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…