How well (or not-so-well) your business handles a customer complaint can make or break your success, as well as your company’s reputation. The truth is, even if a customer is legitimately unsatisfied with your product or service, how you handle their complaint could make the difference in whether they continue to be your customer. Unsatisfied…
One thing I enjoy most about being an entrepreneur in Edmonton is the opportunity to participate in a variety of networking events in and around our provincial capital. I appreciate the opportunity to be “social” with fellow members of business organizations and their guests, such as a great conference about mergers and acquisitions a week…
EDMONTON, AB — Is your business the one everyone’s talking about? Does your company deliver the kind of Remarkable Service that keeps customers coming back – even when the competitor down the street is offering a similar product at a significant price reduction? It’s a tough time to be in business in Alberta. Plunging oil…
I am very fortunate to work with many business leaders who celebrate great team members at all levels of their organization. It’s not rocket science to understand and appreciate the strengths and value of each and every individual – from the executives in the corner office to the front of house staff. It seems simple enough, but too often we may…
During an interview with X5 Management, Bruce Kirkland from Lexus of Edmonton shares his perspective on Customer Service excellence. In this second part of a two-part series, we offer further insights from Bruce about how little things make all the difference at Lexus of Edmonton. You can read Part One here. How do you get that team of people involved and…
I am blessed to call Bruce Kirkland, Dealer Principal at Lexus of Edmonton, a friend. I am in awe of his community support and how he continually instils excellence in his team by delivering Remarkable Service to Lexus of Edmonton’s valued customers (a.k.a. guests). During an interview with X5 Management, Bruce shared his perspective on Customer Service…
Unless you are heading for the PGA or LPGA, you likely golf for fun. Perhaps you take some lessons, or shoot a bucket of balls and chip and putt before a round. Most of us will at least do this to “try” and improve our game. Did you know that some Golf College students average…
X5 Management colleague Mike Mack and I had an opportunity to sit down with a prospective client last week. He was speaking about some of the challenges that his sales people were facing in an ever more competitive world. As the business owner, he had absolutely no trouble asking questions and then listening to the answers,…
With today’s economic uncertainty, training and professional development is more important than ever. Many companies are taking this valuable opportunity to develop their workforce so they can develop soft skills and in turn increase sales and retain their customers with remarkable service. Of course cost can be a barrier for employers – but did you…
What is the fuel that drives your sales team? Did you ever ask them? Perhaps it’s money, success, recognition, or satisfying their customers. Whatever drives them, it is a big factor in their ongoing momentum. Best-selling author and speaker, Darren Hardy talks about “momentum” in his book, The Compound Effect. He likes to call it BIG…
