Archive for the ‘Uncategorized’ Category

Hey Bell Canada, well done in supporting such a great cause as mental health. We know it is out there and we just need to get people talking. Clara Hughes is a great spokesperson for the campaign and someone that people can look up to for what she has overcome and for her honesty about her battles.

“Fighting stigma is critical to advancing Canadian mental health, and it’s the first pillar in the Bell Let’s Talk mental health initiative,” said Clara Hughes, Canada’s six-time Olympic medalist and the smile at the forefront of the Bell Let’s Talk campaign. “By telling my own story, I’m proud to be a part of the conversation that is having such a positive impact on the lives of every Canadian affected by mental illness. We’re really looking forward to topping the more than 66 million texts and calls made on Bell Let’s Talk Day last year – and based on the incredibly positive reaction to Bell Let’s Talk I get from people everywhere in this great country, I know we can do it!”

For those of you who have Bell Canada mobiles, start texting and making long distance calls to raise funds for the casue. You too deserve a round of applause for your efforts!

If you are battling any issues, here is a number to call to get support if you live in Ontario: 1-866 531-2600

For the rest of Canada I was able to find this number: 1-800-448-3000

Take care of eachother,




I had an email exchange with a long time friend about the Bomber Blog over the holidays. James “Buzz” Richardson” is a passionate guy who brings that energy to everything that he does and has certainly done the same with his business, Climber’s Rock Indoor Gym in Burlington, Ontario. Buzz is a fan of the Bomber Blog, but openly let me know that he doesn’t always agree with my consumer empowered perspective to most business situations. As part of the discussion, Buzz suggested that I take a look at the terms and conditions (“Fine Print”) for the membership at Climber’s Rock. I found the read so refreshing and humourous that I had to share it with you. Even better…I know that Buzz is a man of honesty and integrity, so these terms were not written without thought and commitment to delivering which makes me want to go rock climbing! Thanks for sharing Buzz!






Climbers Rock Fine Print –

For more about Climber Rock –

Say hi to Buzz for me the next time you stop into for a climb!


I had the opportunity to be in several retail outlets over the holidays and it never ceases to amaze me the rudeness with which customers often approach those working in the retail world. I am not speaking about situations where things don’t go right, but in initial contact with staff or for simple requests or questions. Interrupting conversations, “hey you” greetings or angry responses to simple questions (do you have your points card) seemed to be very common. It may have been the season and we can all understand the pressures that go along with the festivities. I have written previously about getting what you deserve when it comes to customer service, but for those of you out there that believe you get better results by being rude, how about trying something new for 2012. I am confident that you will be much better off in the long run.

You would want the same respect if the roles were reversed.


I had a couple friends reach out to me as of late to let me know that there were a few new shows on the tube that are focussed on Customer Service or the Customer experience. Thanks Jason and Catherine!

First up, the CBC’s Erica Johnson hosted a Marketplace episode focussed on Customer Service. You can catch the episode here ( and whether you agree with each of the scenarios or not, the real insight for me and for business, should be that you never know when you are going to be on this show or any other. Treat everyone with great respect and understanding unless you feel you have truly done all that you can. If that is the case you will have no problem defending your actions and most consumers will be happy to support you standing up for your business.

Second, CNBC has launched a series called Customer Dis-Service. I have not had the chance to see the show as of yet, but here is the trailer and it looks like it will highlight businesses that have not yet put customer service ahead of things like short term profitability or process.
Trailer –

Finally, a friend of mine and someone who shaped much of my thinking on the importance of Customer Service and the Customer Experience as part of any organization or business, has also launched his own TV show in the US over the last year. Jon Taffer is one of the greatest minds in the hospitality business and has truly been ahead of his time for many years. Jon’s focus on doing the small things right and making sure that every touch point of the experience with a customer is exceptional has put him head and shoulders ahead of many consultants that I have worked with who want to focus on advertising and promotion to drive business/traffic. As Jon explained nearly 10 years ago, don’t spend money driving people into your business if the experience that you are offering is not the best it can be. Congrats Jon, you deserve all the success!

To check out a little bit of Jon’s tough love, click here: