W I N T E R • 2 0 0 6
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AU NATUREL
AU NATUREL - WITHOUT cosmetics or fluff. Natural and basic. Let’s get back to basic customer service. The kind of service that left the customer feeling appreciated and understood. The kind of service that we once held in highest regard.
It always amazes me when a customer service representative forgets to express gratitude for a purchase made at a retail outlet. My initial thought is to get angry with the individual serving me but then I stop to think. It’s not solely Catherine Wieckowska the fault of the client service rep. Member Service Coordinator & Chemunicator Editor He/she was not trained on the importance of thanking a customer for their loyalty and business. They were not taught on the basics of customer service. The worst part of this story is that I did nothing. I left the store angry, did not ask to speak with a supervisor and failed to write a letter to the corporate office, explaining the lack of service given for a purchase of $800.00. Instead, I accepted the poor service and knew that I would probably shop at this major retailer once again. At one time or another, we have all accepted unpleasant service, purchased the product or service anyway and therefore, ultimately promoted the next gen of customer service (or, lack thereof).
In the last issue of the Chemunicator, I took a risk in saying that maybe a recession would bring us back to the basics and help us see the “riches” that we as Canadians experience every day. Well, I’m saying it again in another context. Maybe this recession will force us to look internally at our company’s structure, services, and customer care. We are all doing more, with less and now it is the time to address the inefficiencies to find ways to increase or maintain sales. Consider looking at the service you provide to your customers and decide whether your company’s competitive edge is that you actually provide quality client care.
On page 10, Tyrone Davids speaks to us about protecting and maintaining market share by building a stronger customer service strategy. Mr. Davids expresses that the value of the relationship is key in being a market leader. Bill McCormick, tells us about the five most common mistakes made by sales people during tough economic times, on page 13. In keeping with the “Au Naturel” theme, CACD is removing the fluff and getting back to the basics with education and information at this year’s Annual General Meeting (AGM). This year’s keynote and guest speakers are bound to leave you thinking outside of the box and send you home with innovative client strategies. Take the time to build your relationships and strengthen customer and supplier loyalty by meeting with your industry allies on May 27th-29th, 2009 in Kananaskis, Alberta for CACD’s 23rd AGM. Details can be found on page 6.
Lastly, please remember to mark your calendars for International Earth Day on April 22nd, 2009. In this issue’s Green CHEMunity, we offer a few ideas on ways to endorse Earth Day at your company. As we promote Responsible Distribution and all that it encompasses, it is important to do our part in protecting the Earth. It is crucial that we teach everyone to look after our planet. And, that’s something that even the unthankful cashier should understand! Signing Off,
Catherine Wieckowska 4
C H E M U N I C A T O R