Blogs

May
19
By admin|May 19, 2015|Category: Human Resources

The talent wars are making a come-back and employee retention will represent the most important competitive edge a business has. If your company has the best talent in your industry, if you’re not spending thousands of dollars on replacing key staff, if you are the magnet for employees – just imagine that competitive edge.

Where to start? Business owners are innundated with “best employer practices” and there are countless examples to follow, but here are some key pieces and sample best practices in this complex puzzle.

May
13
By admin|May 13, 2015|Category: Operations

Here’s a recap of the steps so far providing exceptional customer service:

1. Manage customer expectations in advance of your customer making a purchase. It will reduce customer upsets substantially.

2. When a customer  expresses an issue, actively listen by recapping what they have said and address their feelings.

3. Listen to the entire story following the active listening process.

May
6
By admin|May 6, 2015|Category: Operations

Once you have actively listened to the customer (see Part 2) then you and the customer will become calmer and more open to a solution.

It is important that you allow the customer to tell his or her entire story. In most cases the problem will have occurred because the customers expectation were not met. This is where the mending needs to take place. In Part 1 of this tip, I addressed managing expectations.

Apr
29
By admin|April 29, 2015|Category: Operations

When a customer expresses upset or discontent, the way they express themselves maybe alarming on receiving end. As a result what they are saying could be difficult to process.

If you are on the receiving end of an upset customer, the first thing to do is actively listen to the customer’s concerns without interrupting. They need to express themselves fully to feel heard. The listening is a powerful tool for both the customer and the person who is hearing about the issue.

Active listening involves sharing what you’ve heard without adding your own story or becoming defensive. What is important is that when you repeat it back to the customer and include a feeling guess.

Apr
23
By admin|April 23, 2015|Category: Operations

Since we are perfectly imperfect as human beings, even if you are a rock star in the area of customer service, you will make mistakes. You will have upset customers from time to time. Sometimes it won’t be because of an error you made. It will be because your customer’s expectations are different than yours.

One of the biggest mistakes business owners and their employees make is not setting up strategies to communicate and manage your customer’s expectation before, during and after a purchase is made.

Apr
14
By admin|April 14, 2015|Category: International Trade

This spring, Women's Enterprise Centre will be supporting women entrepreneurs at learning and networking events at home and abroad. There are opportunities to learn more about Supplier Diversity and how to leverage your certification and we'd like to help you make valuable connections.

Breakfast with Brands, May 14th, Vancouver