Category Archives: Customer Service

The bigger the box store the smaller the service

Posted on June 1, 2015 by Murray Hill

I wonder how often a corner office executive mystery shops one of their stores? If they did they would quickly realize how simple and basic training of their floor staff could lead to increased revenues.  If a front line staff … Continue reading →

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Word of mouth

Posted on April 2, 2014 by Murray Hill

I hear this phrase a lot because I’m in the media sales business. And I support the value of the concept, as it’s a component part of what’s necessary for the success for any business. Cautionary note; word of mouth … Continue reading →

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Restaurant Etiquette

Posted on December 26, 2013 by Murray Hill

Cell phones. We all seem to have them and we now are at a point of relying on them for many uses other than using them as phones. I have a suggestion for 2014 and beyond, to the dumb smart … Continue reading →

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Wise Words #13

Posted on November 18, 2013 by Murray Hill

“We are witnessing a seismic change to consumer behaviour. And as a result of that, every company must understand that embracing the status quo as an operating principle is going to be basically a collision course with time” Howard Schultz, … Continue reading →

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Wobbly Tables

Posted on September 27, 2013 by Murray Hill

This goes into the “makes me nuts” category. There is nothing worse when sitting down at your table in a restaurant to find out it wobbles. It should not be that difficult for the restaurant to check each one before … Continue reading →

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The business that cried sale

Posted on September 4, 2013 by Murray Hill

When a retail business has a sale and says “limited time” or “offer ends soon” and then on the last day deliberately extends the offer by “one more day”, it sends all the wrong messages. What, the sale stiffed, you … Continue reading →

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What’s your “Smileage”?

Posted on August 21, 2013 by Murray Hill

I was recently reading an interview with Amit Kleinberger, the owner of Menchie’s, a very fast growing frozen yogurt franchise in North America. He positions his self serve restaurants as a happy experience based on a mission of “it’s not … Continue reading →

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Consumption

Posted on April 18, 2013 by Murray Hill

Consuming is what us consumers do. Unfortunately some businesses think that unless I walk into their retail store to make a purchase I am not a consumer of theirs. Wrong! I don’t have to buy something to be a consumer. … Continue reading →

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Grocery Store Merchandising Suggestions

Posted on February 17, 2013 by Murray Hill

Grocers have the perfect opportunity to sell more items if they would stop and think of ways to make things easy and fast for their customers. But they don’t get it. Example: A favorite summer treat at the campsite or … Continue reading →

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The Betterizer

Posted on October 31, 2012 by Murray Hill

Does your business have one? Amazon does. Just click on their Betterizer tab and you are asked what you like in music, movies and books. The result is they now have a better idea of what will entice you to … Continue reading →

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