Bill Hogg

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 and needed to be replaced. First, I called the local store. They didn’t have any and instructed me to call their...

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 positive telephone experience with the representative who placed the order, I was told the new phone would be delivered usually...

Are Your Rules Driving Customers Away?

 Staples had a sale on computer remotes. Regular price $74.99, on sale for $19.99 — a $50.00 savings. I already had one, but at that price, it made sense to get a back-up. I dropped by on the way home — unfortunately I arrived at...

Are Your Recoveries Really Recoveries? Part 2

In February I wrote a post about a recent service recovery experience with Swiss Chalet. I thought I would share the subsequent follow up I had with the manager of the particular store I mentioned. The franchise manager called a couple days later because I…

Make Sure To Communicate Value When Adding Extra Charges

On the recent weekend, we expected family and friends would be dropping by at irregular intervals with their various activities — making regular meals less likely. I decided to stop at The Pickle Barrel — a well known Toronto restaurant and delicatessen — to pick...

Customer Service: A Tactic or A Strategy?

We often hear organizations talk about their focus for the upcoming period — whether for the year or the quarter. I am always slightly amused when I hear an organizations talking about customer service being a key focus. This usually a sign that they see Customer...

Customers Don’t Care How Much You Know — Until They Know How Much You...

We’ve all heard this expression, but I was reminded recently how important this adage is by an experience I had when I was a young Account Executive with one of Canada’s largest advertising agencies. A large international client from Boston was in Toronto for a...

Be Consistent — Then Become Great!

I recently read an article “Consistency Is Far Greater Than Rare Moments of Greatness” by Scott Ginsberg The Nametag Guy. In it he makes the point “Because ultimately, consistently is greater than rare moments of greatness. And people only give you credit for that which...

Are Your Recoveries Really Recoveries?

Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal. When she arrived home, we...

What Are You Doing to Offer Value?

When was the last time you re-evaluated your value offering? When did you last sit down expressly to think about the value you offer to both your customers and your employees? What does your organization offer that sets you apart from your competition? And remember…

Can the Union/Management Divide be Crossed?

Here in Toronto, our public transit system — the TTC (Toronto Transit Commission) is currently the focus of considerable negative attention by the public. The public is lashing out at the union as well as management — pointing fingers and making suggestions about how...

Even Disney Has Missteps

Recently Disney introduced their program Give a Day, Get a Disney Day. This is a program where Disney offers a free ticket to one of their theme parks in exchange for volunteering a day to a local organization. A great idea that has the ability...

New Posts