Bill Hogg
Bill Hogg
Bill Hogg works with senior leaders to inspire and develop high performance, customer-focused teams that deliver exceptional customer service, higher productivity and improved profits. Sought after internationally as a speaker and consultant, Bill is recognized as the Performance Excelerator because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.
Are You Flexible Enough to Respond to Customer Desires?
Stopped by our local East Side Mario's for dinner the other night. It was a nice night and since it was mid-week the restaurant...
Audi Thinks Short Term Versus Long Term and Loses Customer
Last week, Audi Canada lost a customer. The customer currently has a 2009 A3 and 2007 A4 in their garage and was considering a Q5...
10 Tips To Create More Powerful Employee Engagement – Part 2
In May we discussed the first 5 of 10 tips to create more powerful employee engagement. We are continuing this article with the next...
Make Giving Feedback Easy
Recently I had the occasion to visit my local Best Buy. While I was there for one purpose I decided to have a look...
Hypothesis vs. Directives
In the past I have written about the importance of guidelines versus rules when empowering employees. The same philosophy can be applied to leaders...
4 Steps to GIVE Exceptional Customer Service
In our last article we covered the reasons why employees need guidelines, not just rules. This article shares some specific guidelines on how to...
Don’t Make Promises You Cannot Deliver
I was recently alerted to this communications from Zappos Canada. As many of you know, Zappos is often referred to as a gold standard...
Do Your Staff Recognize the Long Term Value of a Customer
Customers expect a certain level of service at all times and are naturally happy when they receive it and can easily become disgruntled when...
Choose Your Words Carefully
Words are very powerful — whether written or verbal — and can leave a lasting impression in a customer's mind. So it's essential that...
Are You Asking The Right Questions?
Just returned from a trip down to sunny Florida. The temperatures were glorious and we had the opportunity to sit in the sun —...
There’s No Blame Here
I had dinner with a friend recently. It had been some time since we got together — so he shared a recent tale of...
Is Efficiency Undermining Customer Service?
Maybe because the weather is miserable here in Canada, but I have reflecting on my travels in sunny Europe last summer. Whether in Italy, Greece...
Whose problem is it?
Last summer my wife, daughter and I went on a cruise. Overall we had a fantastic experience, but one story is still stuck in...
Consistency is Key To Great Customer Service
Recently a reader shared an experience with their Internet Service Provider (ISP) when they changed their internet plan to facilitate a faster download speed...
Strong Service Recovery Needs to Be Timely
A colleague shared a story with me about a poor customer experience they had in a restaurant. A group of co-workers had arranged to...
Keeping the Front-line Informed is Essential to Successful Service Recovery
Have you ever received information from a company that was wrong? How did it make you feel about their product of service? A reader shared...
A Bad Policy Sets Stage For An Off-Brand Experience
Recently my wife and her girlfriend spent 2 days a very popular spa St. Anne's Country Inn and Spa. It primarily caters to women,...
I Have Missed You
Some readers have noticed that it has been quiet on my blog for the last few months and wondered if I was sick. I...
Lack of Transparancy Impacts both Customers and Employees
Recently I upgraded my cell phone. It seemed like a simple enough process — until it was time to have the phone delivered. After a...
Are Your Policies Customer-Focused or Profit-Focused?
Last week I tried to get a replacement part for my stationary bike. One of the end caps from the handle bars had cracked...