January 2010 Vol. 5, Issue 1

 

Happy New Year!

First and foremost, thank you for putting your trust in us over the past year. We hope we have served you well and can continue to do so in the future.

On behalf of all of us here at Adams Jette, we want to wish you a truly terrific 2010.

Adams Jette Marketing
+ Communications

100 Argyle Avenue
Suite 202
Ottawa, ON  K2P 1B6

Tel: 613.235.5445
Fax: 613.235.5514
[email protected]
www.adamsjette.com

 

Do you know who your friends are?
by Ron Jette

puppies I went to the local (name deleted to protect the guilty) store on the weekend and received both the worst and the best customer service I've seen in quite some time.

In a nutshell, the first employee couldn't help me and made no effort to try. My questions were met with grunts, I-don't-knows or the ultimate brush-off, "you'll have to call customer service to get that information." "All I do," he finished with, "is sell stuff."

Wait a minute. Aren't you in the customer-service business?

Then, along came Stephanie. "Of course," she said. "I can take care of that for you." When she didn't know the answer, she found it--immediately. As it turned out, there were some things only the call centre representatives could answer.

"Here, let me call them for you," she said helpfully. Five minutes later, I was on my way out the door with all the answers I needed--and a smile on my face.

The differences in their approaches were obvious. One treated me like an interruption while the other treated me as, well, someone in need of help. It was as simple as that. One cared about me while the other didn't. One saw me as a possible transaction and, when it failed to materialize, he lost interest. Stephanie saw me as much more than cash in the till. And it showed.

She treated me more like a good friend.

A friend has a problem, you help. You don't worry about yourself. You put yourself in their shoes to determine what you can do to make your friend's life better or ease his or her pain.

The relationship with your customers, program participants, stakeholders or anyone else who supports what you do, is no different.

Treat them as you would your best friend. Because in the work world, they really are.

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What our clients are saying...

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"I thought you'd like to know that the reaction to Powering Up has been very positive. Included in this commentary was how clear and effective the messaging is. For example, the Secretary General of an important international agency commented that it was one of the best reports he'd read."

Shirley-Ann George
Senior Vice President, Policy
Canadian Chamber of Commerce

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QuikTip

semicolon -- This punctuation mark connects two closely related sentences. A semicolon should be used only when the second sentence would stand as a full sentence on its own; use a comma or an em dash if the second sentence is a fragment.