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Category: Customer Service

  I recently headed in for an MRI to check in on an old shoulder injury that was acting up. This is the same injury that left me drugged up in a sling all those years ago,…
I recently headed in for an MRI to check in on an old shoulder injury that was acting up. This is the same injury that left me drugged up in a sling all those years ago, standing in front of a saleswoman who handed me a measuring tape to size up the fridg… http://jeffstern.com/index.php/knowledge-base/sonny-cabbie-and-our-ride-mri/


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Tags : Customer care


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/knowledge-base/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/knowledge-base/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/knowledge-base/time-i-was-customer-needing-real-estate-agent/


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Category: Customer Service

   Recently, during a business call, a fellow business owner and I discussed whether or not it was worth paying more to get better quality products or services. He…
Recently over a business call, a fellow business owner and I discussed whether or not it was worth paying more to get better quality products or service. He commented: “Jeff, the thing is, if you get what you paid for, you’ll forget what you paid.” … http://jeffstern.com/index.php/knowledge-base/if-you-get-what-you-paid-youll-forget-what-you-paid/


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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/knowledge-base/how-pumpkin-spice-latte-experience-tim-hortons-provoked-face/


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Category: Customer Service

  I admit it. I cozied up next to my wife on the couch so together we could watch the shopping channel. In my defense, it was an accident. I was flipping channels…
I admit it. I cozied up next to my wife on the couch so together we could watch the shopping channel. In my defense, it was an accident. I was flipping channels and got sucked in. They were selling something I was planning on buying anyway. Before I… http://jeffstern.com/index.php/knowledge-base/confessions-infomercial-buyer-when-stable-men-want-go-postal/


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Category: Customer Service

    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…
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 return. … http://jeffstern.com/index.php/knowledge-base/why-customer-service-isnt-dead-after-all/


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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/knowledge-base/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/knowledge-base/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/knowledge-base/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/knowledge-base/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/knowledge-base/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/knowledge-base/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/knowledge-base/boycotts-and-loyalty-weird-things-we-do-good-service/


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Category: Customer Service

“We need you to sell our house … and then help us buy two more.”  I’d helped him and his wife buy their house decades before. Now, he explained, they were splitting and…
“We need you to sell our house … and then help us buy two more.” I’d helped him and his wife buy their house decades before. Now, he explained, they were splitting and needed to sell. ...On my way to meet them to list their house, I couldn’t stop … http://jeffstern.com/index.php/knowledge-base/why-i-turned-away-client-lost-two-commissions-and-would-do-i/


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Category: Customer Service

   At 9 months young and very low kilometres, it still had that new-car smell. The hybrid car had been previously owned, but it had been granted Certified Pre-Owned. Their…
At 9 months young and low kilometres, it still had that new-car smell. The hybrid car had been previously owned, but it had been granted as a Certified Pre-Owned Vehicle. Their stringent verification process was trustworthy, so I drove away with confi… http://jeffstern.com/index.php/knowledge-base/when-pros-get-it-wrong/


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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/knowledge-base/why-our-table-tipped-our-waitress-nearly-100/


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Category: Customer Service

I learned the secret to irresistible customer service way back in my wholesale days. Before I get to that though, I’ve got to share an experience I had at Costco to…
I learned the secret to irresistible customer service way back in my wholesale days. Before I get to that though, I’ve got to share an experience I had at Costco to demonstrate the exact opposite of the career-changing truth I learned... http://jeffstern.com/index.php/knowledge-base/how-develop-fiercely-loyal-clients-hint-its-cheaper-and-easi/


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Category: Customer Service

      What I’m about to tell you is embarrassing.   But I’ll say it anyway, because I learned something from it and maybe you will too.   Years and…
What I’m about to tell you is embarrassing. But I’ll say it anyway, because I learned something from it and maybe you will too. http://jeffstern.com/index.php/knowledge-base/what-egg-mcmuffin-incident-taught-me-about-business/


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