When customer service isn’t enough

Lack of clarity, training, measurement, accountability and rewards all impact sales

When customer service isn’t enoughI’m sure that you’ve suffered through an experience of poor customer service. You don’t have to look far these days to realize that many businesses put low value on treating customers well. Recently, however, I was working with a company on improving their customer service. It quickly became apparent that their customer service was great…

Company provides the metrics the cannabis market needs

Jason Hardy of Cann Standard talks about why it’s important to track and synthesize data about the industry

Company provides the metrics the cannabis market needsJason Hardy is co-founder of Cann Standard. What is Cann Standard and what does it do? Hardy: Cann Standard’s mandate is to define cannabis markets. We log listing information for cannabis products anywhere we can find them, from producer and dispensary websites to larger cannabis listing sites and review websites. We process the data and…

Canadians expect to spend more this Christmas shopping season

Many shifting back to in-store shopping, says new report from PwC Canada

Canadians expect to spend more this Christmas shopping seasonChristmas will soon be here and in many ways the shopping season has already begun. A new report says Canadians will spend an average of $1,563 this Christmas shopping season, a 3.7 per cent hike over the previous year. According to PwC Canada's 2018 Holiday Outlook report, eight out of 10 Canadians plan to spend…

Grocers finally join the blockchain party and consumers should rejoice

The idea is to better manage food recalls, farm to fork and back, and to tackle the intricate issue of food fraud

Grocers finally join the blockchain party and consumers should rejoiceWalmart, the largest retailer in the world, recently notified its leafy green suppliers that they will need to use blockchain by the end of next year. Walmart is banking on its relationship with IBM to put pressure on the entire sector to comply with what consumers want from the food industry: more transparency. But others…

How browseYYC brings local choices to Calgary consumers

Teara McGinn has helped create a shared shopping website that showcases Calgary-produced goods

How browseYYC brings local choices to Calgary consumersTeara McGinn is co-founder of browseYYC. Calgary’s Business: What is browseYYC and how does it work? McGinn: browseYYC is a ‘shop local, online’ marketplace. It’s a website where people can experience the convenience of online shopping with the feel-good value of supporting local businesses. By allowing all types of sellers (retailers, artisans, etc) across the…

Why being bitten by a dog was more pleasant than your customer service

How many times do your customers leave your business because you’ve trained your staff to guard your products but not sell them?

Why being bitten by a dog was more pleasant than your customer serviceI had just climbed the steepest part of the hill and was out of breath when out of the corner of my eye I saw the dog sprinting out of the driveway towards me. My heart was already racing and I was doing my best to stay on my bike when I felt its teeth…

Are good salespeople manipulative?

The best sales traits include caring for customers, asking great questions, following a system and being persistent

Are good salespeople manipulative?The snow in 1979 was record breaking and it was still piled high in our yard late into the spring. My brother Rob was so anxious to see the green grass that he decided to sell the snow. He drafted a sign and put it in the front snowbank. He was determined to sell it…

My fireplace just helped renew my faith in humanity

A household calamity, an accommodating retailer, some dirty and hard work, and a twofold payoff at the end

My fireplace just helped renew my faith in humanityThis time of year, one of my country morning rituals is cleaning last night’s ashes from the fireplace and laying the beginnings of this evening’s fire. We have what is now considered an old fireplace – it has a brick-lined fire chamber with a small rectangular ash-emptying door in the centre of the fireplace floor.…

Tim Hortons: the killing another of Canadian icon

Parent company RBI’s international expansion plans may well be behind the heartless Tim Hortons policies in Canada

Tim Hortons: the killing another of Canadian iconDestroying Canadian business icons seems to be a trend. In 2017, it was Sears. While employees were losing their pensions because of poor management, lawyers and consultants were receiving millions as the business was shutting down. Several Canadian retail icons have crumbled due to weak managerial strategies, from Eaton’s to Sears. Most closures, though, have…
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