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...

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 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...

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...

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...

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...

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...

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...

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...

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...

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....

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...

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