Great Customer Service

The Hub – Bathurst

January 23, 2012 By Kerrie Phipps Leave a Comment

Who loves a fabulous cafe?

We were delighted to discover The HUB Espresso Bar & Eatery in Bathurst recently, having lunched there with friends. We went back the next morning for breakfast before traveling home and were further impressed. Apart from the fact that they have the best gluten-free bread ever (fruit toast, sourced from a local bakery) all of the food was high quality, the service was prompt, the staff friendly and helpful – and the vibe! It felt like many people were regulars – I sensed that (apart from the obvious) it’s a place that’s consistently good, so many locals would make The HUB their meeting place. I certainly would if I lived in Bathurst.

I had a little chat with Ross (Owner) and I love his strategic thinking. He obviously loves what he does, and I noticed a lovely rapport between him and his customers, and staff, but it’s not enough to love what you do – strategic thinking makes an incredible difference to the outcomes you create!

So as we step into 2012, I have two big questions for you – simple but profound -

Do you love what you do?
Are you strategic about what you do?

Let me know if you’d like the inspiring, significant outcomes of discovering or rediscovering your passsion, and thinking strategically about what you do, so that you can work with ease and greater impact in the areas that matter to you. A free 20 minute consult can help you clarify your thinking and and answer some questions you may have about coaching and the difference it makes.

Let’s make 2012 a year of living purposefully and making a greater difference.

Cheering you on,
Kerrie

Filed Under: Customer Service, Entrepreneurs, Hints & tips, Videos Tagged With: Conversations With Entrepreneurs, Great Customer Service, hints and tips

Great Customer Service – Example 12

July 17, 2010 By Kerrie Phipps Leave a Comment

If you followed my 100 Days of Gratitude you’ll know that I posted a comment every day. Not so with these examples Customer Service. I decided against 100 consecutive days for a couple of reasons. 1. posting something everyday can be challenging when I’m really busy. 2. every post must be authentic – and I don’t experience Great Customer Service every day. (Almost every time I shop though). Customer service is also featured in many of my videos – see my YouTube Channel for these.

I’ve been thinking about Customer Service from different angles, and Day 11 is the “when I refer someone” angle. I love referring people – clients, friends, family, even total strangers. I want people to have a great experience when they’re making a spending decision.

I recommended one of my clients to Leanne Berry, who was delighted to take time out to meet with her and answer her many questions about business, especially bookkeeping systems, which we don’t all have our head around. No-one I know has their head around it like Leanne does, so I was pleased to recommend her, and thrilled to get really great feedback from my client.

Who are you recommending? And who’s recommending you?

Cheering you on,

Kerrie

Leanne and I in Lithgow, NSW

PS. As I post this picture, I’m reminded of how Leanne has been recommending me! How could I forget? Leanne is such a fan of my new book, and it’s how we met actually – Leanne connected on facebook after reading the book. She not only tells so many of her clients and friends about it, she nominated me for the Telstra Business Womens Awards! How’s that for a recommendation

Filed Under: Customer Service, Entrepreneurs Tagged With: Customer Service, Great Customer Service, kerrie phipps, Leanne Berry, lifting the lid on quiet achievers

Great Customer Service – Example 9

June 17, 2010 By Kerrie Phipps Leave a Comment

I love hearing great reports of service from different people in various places and today’s comment was in my kitchen! Lyndon’s been cooking up some fabulous soups and stews and had this to say about a favourite store (the inspiring owner is featured in Lifting the Lid on Quiet Achievers).

“I went to Crutchers IGA in South Dubbo today and purchased lots of fruit and vegetables along with some meat, milk and some other stuff.

The girl at the counter (I think she was new as I had not seen her before) took a bit longer than usual to scan my purchases because she took the time to sort my items and gently placed them in the bag as opposed to just dropping them in. She also placed them so the softer veggies like tomatoes would not get squashed. Very thoughtful.

Even though it took a bit longer than normal that was good customer service and I was impressed.”

I always have a positive experience there, and I know it comes from the top. I coached Mark a couple of years ago (hence the connection to the book) and know he really walks the talk when it comes to looking after people – his staff and their customers. Well done Crutchers IGA South Dubbo team!

Cheering you on, Kerrie

Lyndon filmed me chatting with Mark recently, out the front of the South Dubb store – check this out…

Filed Under: Customer Service Tagged With: crutchers iga south dubbo, Great Customer Service

Great Customer Service – Example 8

June 7, 2010 By Kerrie Phipps 1 Comment

While I’m a big fan of great customer service, it’s all about people service, regardless of the status – customer, friend, fellow-passenger, fellow-human-being really. Today was a sad day for us as we fare-welled a long-time family friend, who we last saw recently at Lyndon’s dad’s funeral.

Naturally, at a time like this, everyone involved is feeling somewhat vulnerable, and needs to be treated with the utmost respect and care.

I was fortunate to meet, at a friends get-together at the milestone last week, Chris, the owner of Abbey Funeral Home. Chris actually took care of my father-in-law’s funeral and he and his team managed everything beautifully.

Chris and I had a chat about customer service and how it’s about treating people how we’d really like to be treated and I commend him and his team for their care of the people they’re in contact with, in a brief exchange at the church door, or for longer interactions.

I’m reminded of the blog I wrote about the KFC lady who welcomed us like old friends. You never know when you meet someone what they’re going through and your interactions with them can make a powerful difference.

Cheering you on,
Kerrie

Filed Under: Customer Service Tagged With: grateful, Great Customer Service

Great Customer Service – Example 6

May 24, 2010 By Kerrie Phipps 2 Comments

Port Hedland is a great place for discovering some Customer Service Stars! I’ve just spent 4 nights there, and 3 days in workshops/business meetings, so very little shopping I must confess. I did however meet many creative, passionate and inspiring people, and one of those kindly (though a little reluctantly) allowed me to include her in my blog. Denise Bevins is the Manager of the Small Business Centre, where I ran a couple of workshops and coaching sessions for entrepreneurs in the community. Denise has fabulous organisational skills and is so enthusiastic, that all the business people who have dealings with her are absolutely delighted to do so. (Including me of course – which you’ll see in the video below.)

Here’s a few moments in the park on Saturday afternoon. Denise puts the “serving” into Customer Service, with grace, enthusiasm and intelligence… and more! I could go on, but I promised to do a “little blog”

So that’s Day 6 of 100 Days of Customer Service. Whose service are you acknowledging this week? What are you learning or being reminded of in relation to honouring the people you serve or work with in any way?

Cheering you on,

Love Kerrie

PS. If there’s no video appearing above, there should be a link in it’s place. Check it out – it’s a very short, but fun video!

Filed Under: Customer Service Tagged With: Great Customer Service

Great Customer Service – Example 5

May 21, 2010 By Kerrie Phipps Leave a Comment

What makes you feel like you’re getting a Great Customer Service Experience? One of the stand-out things is exceeding expectations, which Andrea, Chef at the Milestone does. I asked for herbal tea, and now there’s a huge selection… Lovely! Andrea always greets us with a smile and never forgets the chocolate on the side – most important!