Store: Bell World
Carrier: Bell Mobility
Location: Eaton Centre, 220 Yonge Street, Toronto, ON
You probably wouldn’t expect to receive a personalized customer experience at a store located in the heart of Toronto – one of the largest cities in North America. At least, that’s the belief Evelyn walked in with. Brenda from Bell World managed to change that perception.
"I was terrified this was going to be very tricky, and that some long-time-ago missed bill was going to keep this from being possible, and that it was going to be really expensive and painful.” – Evelyn A.
In less than 30 minutes, Brenda addressed all of Evelyn’s needs. She recognized that empathy was the best approach, made Evelyn feel comfortable and set her mind at ease. By asking the right questions, listening carefully, and building a relationship, Brenda instantly delivered a delightful customer experience. Plus, she showed us that something as small as allowing a customer to choose their area code can mean the difference between a mediocre interaction and a memorable one.
Lesson Learned: As the wireless industry evolves, so do the needs of customers. Gone are the days of a “one-size-fits-all” approach. Shoppers want unique experiences. They want to feel special. Get to know your customers needs, work to solve their problems and they will be happy to buy something from you. You may even gain a "BFF for life"!
Store: Rogers Plus
Location: 2097 Broadway W, Vancouver, BC
"The customer is always right", and that has never been more true than in the case of Shila.
My phone stopped working after 20 years.... they worked so hard in the shop to get it up and running....
If someone walks into your store with a product that is 20 years old, your first (and logical) reaction would be to try and sell them something new. What are the chances that you would even be able to fix something that has 20 year old technology anyway? But the staff at this Rogers store were, as the kids say, on point.
That phone clearly meant a lot to Shila. The staff at this store clearly recognized that, and did everything they could to fix it for her. It doesn't say whether they were successful or not, but even the effort alone was enough to convince Shila to come back to this very store when she needs to buy a new phone.
Lesson Learned: Do your best to solve your customers problems. Always. Even if you are unsuccessful, they will greatly appreciate the personal touch, and will likely return to you when they need to make their next big decision.
Location: 707 Dundas Street W Toronto, ON M5S 2P8 Canada
Want to know the biggest mistake small businesses make?
They assume that they always need to beat their competitors on price.
Sellteck in Toronto avoids making that mistake.
...while $10 more than most places, I still accepted for the convenience...overall loved his service...
Statistics prove that customers are willing to pay more for a great experience. Convenience, knowledge, high quality products and service all factor into a buyers decision. You can see that in Addie's experience.
Addie was willing to pay more for this service because her entire experience was exceptional.
Lesson Learned: Customer experience trumps all. Always look to improve and refine your customer experience, and people will be happy to give you more of their hard-earned cash.
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