Customer-friendly service has always been a priority for a business. Keep the customers happy and you earn repeat business and loyalty. Customer friendliness used to revolve around service, which includes speedy response, quick problem resolution, courteous and respectful interactions. These factors are still relevant and important today. However, there are… [More]
Wowing Your Customers
Travelling around Christmas time could be stressful. You want to get to your destination on time, luggage not lost, or a pleasant flight. Many travellers make a point of getting to the airport early, allowing extra time for going through long line-ups. That could mean lots of time hanging around… [More]
“Thanks for calling. Please hold.”
Booking flights online is easy but making changes could be challenging especially when the itinerary covers several cities. I needed to make some last minute changes to a trip. I thought if I called the airline directly, its agent could find what I needed much quicker. To my surprise, when… [More]
How to Measure Intangibles
Connie shares tips on how to measure intangibles.
Customer Service is King
On board the Sapphire Princess cruise ship, I was one of the 2,500 passengers served by over 1,000 staff members. That is one staff for every two and a half passengers. One might think that service ought to be great. It is a reasonable expectation until I learned about the… [More]
What Is The Logic?
My friend and I met for brunch at a restaurant in downtown Vancouver. We ordered our lattes as soon as we sat down. I ordered a regular size and my friend chose a large one. The coffees came with impressive latte art on top. As we took our first sip,… [More]
Big Gains From Small Effort
With over 3,500 passengers on board, I was impressed with how well the Royal Caribbean crew managed the demands for service throughout our 7-day cruise in the Bahamas. The cabin attendants, chefs, waiters, and staff seemed to work around the clock. On days that we were at sea, the public… [More]
To maximize business results, call Connie at 604-790-1220 or email us today!