On a recent trip to the organic foods grocery store we decided to purchase a dairy/gluten free macaroni and cheese product for our kids.  There were a number of different brands to choose from but in the end we chose a product that had middle of the road pricing.  A few days later, we made […]

On Wednesday I made a phone call to reserve a conference room at a hotel that most of us are familiar with.   The woman who answered the phone, Amanda, was able to accommodate my request – overall, a pleasant experience.  The following day, I had to cancel my meeting because it needed to be

It’s Saturday evening and we’ve just finished a family dinner out.  We decide to head over to the grocery store to save us time and a trip in the morning.  We enter the grocery store at 7:57PM and notice the store is bustling with staff but hardly any customers.  A man standing at the front

The goal of the Saturday Service article is to provide insight into what my experience is as a consumer and how it can be used to better improve your service.  It’s Wednesday morning and I decide to stop in at the local pharmacy to mail a package and to also purchase a few items.  It’s

On September 10, 2012 GoDaddy, one of the world’s largest web hosting companies experienced a technical glitch – websites they hosted could not be accessed including OilReset.com.   Although a nuisance, the outage was solved a few hours later and chalked up to a glitch and in turn a learning experience of how to ensure

I was in a meeting today discussing automotive service and what makes the difference when it comes to building the business.  Here is a rough idea of what was discussed, Competitor A has made a huge investment in technology within their service bays offering the latest machines and tools.  They have invested in software that

For the most part, many retailers are participating in some sort of customer feedback program.  This can range from a dedicated website for a customer to answer questions related to their purchase to a suggestion box on the checkout counter at a fast lube.  Although the range of soliciting customer feedback is wide; it’s very

The weather is milder than usual in Canada for this time of year and we have decided to get ready  for the biking season a littler earlier as well.  My wife and I have spent the past few weekends discussing what type of equipment we will need for our 18 month old to enjoy biking

Last Saturday, I discussed the positive impact a cashier had on me when she verbally acknowledged me waiting.  She saw me waiting in line and let me know that I could visit another cashier or continue to wait.  The end result was she made me feel that my time was important to her.  What happens

It’s Saturday afternoon and I am in the lineup of a drug store.  There are three cash counters but only one is open at the moment.  The cashier is working to reduce the lineup of six people as quickly as possible.  There’s a problem – the next customer in line did not receive her double