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Blog Search




Category: Customer Service

  I’ve spotted a ‘hole in the market’ – something every business used to offer, but that has virtually disappeared from the customer service landscape. The thing is,…
I’ve spotted a ‘hole in the market’ – something every business used to offer, but that has virtually disappeared from the customer service landscape. The thing is, consumers want it, but no one is offering it as part of their service. It sounds like a … http://jeffstern.com/index.php/blog/personal-touch-advantage-what-your-business-can-offer-no-one-doing/


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Category: Customer Service

  Black Friday was drawing near, and impulse was about to lead me into a mistake. The sale was so big and the offer so tempting, I was defenseless against its powers.…
Black Friday was drawing near, and impulse was about to lead me into a mistake. The sale was so big and the offer so tempting, I was defenseless against its powers. My office vacuum had gone kaput that week, and I’d been on the hunt for replacement … http://jeffstern.com/index.php/blog/after-300-years-customer-service-they-couldnt-figure-out-postal-strikes-might-affect-their-customers-object-lesson-real-estate/


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Category: Customer Service

As leaders, managers, and business owners, it’s challenging to get our staff to go the extra mile to deliver excellent, let alone quality or sometimes, adequate customer…
As leaders, managers, and business owners, it’s challenging to get our staff to go the extra mile to deliver excellent, let alone quality or sometimes, adequate customer service. We hear whispers about staff saying things to our clientele like, “sorry, I … http://jeffstern.com/index.php/blog/2-ways-empower-your-staff-deliver-heightened-customer-experiences/


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Category: Customer Service

  If you haven’t already read the articles about Maryam Nickoslast, I’ll sum it up. She returned a printer 7 years after buying it from Costco.   7 years. While Costco…
If you haven’t already read the articles about Maryam Nickoslast, I’ll sum it up. She returned a printer 7 years after buying it from Costco. 7 years. While Costco has a liberal and generous return policy the likes of which is virtually unparallel… http://jeffstern.com/index.php/blog/woman-who-was-banned-costco-and-empowering-lesson-business-real-estate-agents/


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Category: Customer Service

  More and more we’re becoming a consumer-driven society. Custom products. Convenience. Consumer-centric service and product development. The businesses who don’t walk…
More and more we’re becoming a consumer-driven society. Custom products. Convenience. Consumer-centric service and product development. The businesses who don’t walk to the beat of this new drum are the ones who will suffer. There are too many optio… http://jeffstern.com/index.php/blog/amazon-case-study-anatomy-excellent-customer-experience/


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Category: The Real Estate Market

    Most people don’t realize some of Manitoba's real estate market has a secret advantage over the rest of Canada. Least of all those Manitoban's. We just don’t know…
Most people don’t realize some of Manitoba's real estate market has a secret advantage over the rest of Canada. Least of all those Manitoban's. We just don’t know how lucky we are. In Winnipeg, we have 1800 or so registered REALTORS®, NONE of wh… http://jeffstern.com/index.php/blog/were-so-lucky-what-manitoba-offers-home-buyers-and-sellers-rest-canada-doesnt/


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Category: Customer Service

    My car was in the shop for three days. I needed a replacement, so called a car rental place to arrange for one. I’m a tall guy with a mammoth torso. If I don’t…
My car was in the shop for three days. I needed a replacement, so called a car rental place to arrange for one. I’m a tall guy with a mammoth torso. If I don’t get a spacious vehicle, my legs go comatose. I hit my head on stuff every stinking time I … http://jeffstern.com/index.php/blog/how-mammoth-guy-ended-tiny-car-three-days/


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Category: Customer Service

  You might not guess it to look at me, I’m kind of a hippie at heart. I love cats, avoid eating meat, zealously advocate for higher industry standards, and I also love…
You might not guess it to look at me, I’m kind of a hippie at heart. I love cats, avoid eating meat, zealously advocate for higher industry standards, and I also love love. (But who doesn’t?) I also care about the environment – and I don’t mean ar… http://jeffstern.com/index.php/blog/why-i-almost-bought-tesla-and-what-torpedoed-deal/


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Category: Customer Service

I needed a real estate agent. Which was weird, because I AM a real estate agent. As my wife Cheryl and I were looking into our future though, we envisioned a nice…
I needed a real estate agent. Which was weird, because I AM a real estate agent. As my wife Cheryl and I were looking into our future though, we envisioned a nice vacation home in the States. Maybe somewhere that doesn’t get -40 in winter. So I got … http://jeffstern.com/index.php/blog/time-i-was-customer-needing-real-estate-agent/


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Category: Customer Service

“Shut the hell up” “Are you seriously bitching about something so trivial…?” “Omg… the world is coming to an end” These are the comments evoked by my pumpkin…
“Shut the hell up” “Are you seriously bitching about something so trivial…?” “Omg… the world is coming to an end” These are the comments evoked by my pumpkin spice latte experience. The nerve that I would dare speak of such an experience. How d… http://jeffstern.com/index.php/blog/how-pumpkin-spice-latte-experience-tim-hortons-provoked-face/


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Category: On Raising Industry Standards

When people call me for information on a property, I often make two discoveries: The first is that I’m not the only agent they’ve spoken to. The second is that I…
When people call me for information on a property, I often make two discoveries: The first is that I’m not the only agent they’ve spoken to. The second is that I am the only agent who has ever asked them a simple question. Their response: su… http://jeffstern.com/index.php/blog/how-real-estate-agents-should-really-be-helping-people/


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Category: Customer Service

    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…
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 not ma… http://jeffstern.com/index.php/blog/world-gen-xers-will-never-know/


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Category: Customer Service

  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…
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 because of … http://jeffstern.com/index.php/blog/bad-reviews-may-send-doctor-packing/


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Category: Customer Service

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…
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 Airlines wh… http://jeffstern.com/index.php/blog/you-deserve-more-how-stop-putting-crummy-service/


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Category: Customer Service

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…
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 damage… http://jeffstern.com/index.php/blog/united-airlines-they-dont-just-break-guitars-anymore/


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Category: Customer Service

  Manitobans hate to overpay for services, don’t we? We hunt for a deal and ask around for references for a cheap painter. We ask our Facebook friends if they know of a…
Manitobans hate to overpay for services, don’t we? We hunt for a deal and ask around for references for a cheap painter. We ask our Facebook friends if they know of a local backyard mechanic. But you know what I have never heard? People asking … http://jeffstern.com/index.php/blog/hiring-cheap-labor-and-what-surprisingly-hairy-painter-taugh/


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Category: Customer Service

 It's a love hate with Amazon, isn't it? Traditional bookstores love to blame them for the demise of our precious local bookstores. The internet giant is a big bully, after…
It's a love hate with Amazon, isn't it? And we love to blame them for the demise of our precious local bookstores. The internet giant is a big bully, after all, who mercilessly chokes out the little guy. Or so we like to think. But the flounderin… http://jeffstern.com/index.php/blog/real-reason-bookstores-will-die-and-what-realtors-can-learn/


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Category: Customer Service

  I’m not above boycotts. I’ve got a few of my own going on. For example, there is a certain big-box Canadian hardware store in our neighborhood I swore to never set…
I’m not above boycotts. I’ve got a few of my own going on. For example, there is a certain big-box Canadian hardware store in our neighborhood I swore to never set my feet in again. I’m also not a stranger to doing weird things to reward excellen… http://jeffstern.com/index.php/blog/boycotts-and-loyalty-weird-things-we-do-good-service/


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Category: On Raising Industry Standards

Ever notice how some people know everything? At least they think they do. (You’re thinking of someone right now, aren’t you?) Retail workers are especially known for…
Ever notice how some people know everything? At least they think they do. (You’re thinking of someone right now, aren’t you?) Retail workers are especially known for this. “Do you carry paper lunch bags?” you ask the grocery clerk. The y… http://jeffstern.com/index.php/blog/how-impress-your-clients-when-you-dont-know-what-heck-youre/


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Category: Customer Service

On a recent trip to the states, we met some friends at a little Italian restaurant. It was a charming place. The wooden tables were covered with white linens. The arched…
None of us had seen anything like it. Every time she left our table, we would lean our heads together and whisper about how professional and amazing she was. We felt like we were both her best friends and also her regal leaders to whom she was honored… http://jeffstern.com/index.php/blog/why-our-table-tipped-our-waitress-nearly-100/


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