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Category: Professionalism

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We’re all about the instant, aren’t we? The fast. The cheap. Whatever’s easiest. Even if we have to cut corners. Unfortunately, that’s when things get a bit… fake. Food becomes “food”, news becomes “news”, and service becomes… well, a disserv…

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Category: Customer Service

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There are too many of them. An excess of moments when a store clerk sighs and eye rolls before reluctantly assisting a customer. Of moments where a customer dares interrupt an employee’s day by needing anything, and is treated like dirt in retu…

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Category: Customer Service

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Once upon a time my family of five had one phone. As in, the five of us shared a single phone. We had to wait for our turn to use it. That meant if my sister was chatting up a whirlwind with her best friend, Mom, Dad, and the rest of us could n…

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Category: Customer Service

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I’d been seeing him for years. My doctor had always been attentive and knowledgeable, and we’d had many good conversations over the years of appointments. So I was shocked at this most recent visit when he said he was thinking of leaving becaus…

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Category: Selling A Home

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When preparing to sell, it’s the first question people ask. “What’s my house worth?” But it’s not really what they’re asking at all. People don’t care so much about what the value is in the current market and how it compares to similar prope…

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Category: stories

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It’s a dangerous business, this real estate agent profession. We see and experience things most people don’t. Like having to dress like Hazmat to inspect a property or discovering a dead body during a showing. Other times it’s less dramatic…

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Category: Customer Service

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Why do both excellent and horrifying customer service make headlines? Because service matters. To all of us. While most of us haven't been subjected to the extreme and abusive treatment that poor doctor received from United Airlin…

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Category: Customer Service

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Remember when United Airlines broke Dave Carroll’s guitar and refused to pay for it? After Carroll paid a $1200 repair bill, he chased United Airlines for months for an apology, reimbursement, or any attention at all. They refused to pay for the d…

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Category: Interests

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Pets aren’t people. Or children. But what happens when someone you know grieves the loss of a pet like they just lost their child? How do you come along side and comfort them when, to you, it’s ‘just a pet’?

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Category: Buying a Home

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“Jeff, we want you to help us buy a house” the stranger said over the phone. He planned to move to Winnipeg and had been referred to me by a friend, a past client of mine. “Of course,” I said, and explained how long-distance home-buying could w…

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