Category Archives: Professional Communications

Professional office and other business communication strategies

Black’s Photography is Ace!

Before I returned to Japan for the second time this last November,  I shopped around for a new digital camera, since the last time I was there I broke my other one.  It was July 4th 2008, Canada Day, and I was in Kyoto with a few foreign teachers, including my Canadian buddy Andrew.  We drank a ton to celebrate the occasion,  and around midnight as I was taking a photo or perhaps trying to shut the camera off, I dropped it.  It hasn’t worked since.  Luckily I didn’t lose any pictures off of it, but the zoom lens is permanently stuck halfway out.

Early November 2010 I looked around at some different camera shops, and when I went into Black’s near Yonge/St. Clair I was happy with the customer service I was given.  A nice young lady answered my Qs, even though I didn’t buy anything that afternoon.  The point is I returned to that store based on my memory of the service and of course the cameras.  When I returned to the store a few days later I was helped out by a very knowledgeable salesguy.  He was able to answer my Qs easily.  When he introduced himself as “Ace” I almost laughed, thinking he was joking.  Maybe it was a college nickname I thought.  But in the end apparently that is his name and he was a great salesman, nothing like Jim Carrey at all!

Not only did he help me pick the right camera for my needs, but he even pointed out matching products that were on sale that I wanted, like a camera pouch and memory card, and in the end threw some things in for free.  I was also told that if I so chose I could come back to the store for a 1-hour tutorial on the camera’s functions, which I took him up on.  A couple days later Ace showed me the ropes of the new camera by demonstrating the features in the store.

I for one can say that I was even happier with my purchase afterward because not only did I believe I had a great camera, but I also believed I got a good deal too.  Having a friendly and attentive C/S or sales rep help you is a total bonus, as it reinforces your feeling that you the customer made the right choice not just with the product, but with the store itself.

I spent a couple weeks in Japan, and I took a ton of photos and videos with my new camera.  I drank almost every evening too, but I didn’t drop the camera this time.  Perhaps my dexterity is improving, or perhaps it’s because I didn’t make it down to Kyoto this time to see Andrew.  (LOL)

Upon my return, when I needed to get photos printed off, do you know where I went?  Of course – the same Black’s Photography store.  I didn’t see Ace working there that day, but I ran into him crossing the street another day and he remembered me and smiled and waved.  I liked being remembered.  Don’t you?  It makes you feel special, if only for a brief moment.

Thanks Ace, and thanks Black’s Photography!  I will be coming back to your store.

Worse Than a Fly in Your Soup?

The other night I took my wife out for dinner at a restaurant that currently has 3 names (which is quite confusing – I guess they are merging or something) just south of Yonge and St. Clair.  We had a beer and a meal and all in all the service and food were good enough.  Nothing fancy, but the place isn’t pricey either, so it was fine in my books.
Anyway, after we paid and left, my wife starts laughing (outside) and asks me “Did you see that?!”

She continues to laugh hysterically even though I had no idea what she was on about so I asked her to fill me in.  Still smiling, she said the waiter who served us and everyone else in the room had his fly fully open!  She said it had been that way since the moment we walked into the joint!  WOW!  Really?  I couldn’t believe it!  Poor guy.  I wonder how many other people noticed.  I wonder if it positively or negatively affected his tips?
Let this be a warning to all servers – check your clothing before you go on, from the top of your head to the tips of your toes, and do a final fly-check okay?

Mike Does Right at Leon’s

My current couch is falling apart, piece by piece.  It’s an Ikea futon couch and it was never meant to be my main couch but for some unknown reason (laziness) it has been in the living room for far too long, breaking down both itself and anyone’s back who sits on it for too long.  God help you if you tried to sleep on it!

So my wife and I headed out today couch/sofa-shopping.  We didn’t find what we were looking for at the Urban Brick so we headed down to Leon’s which we remembered spotting when we were on a tour of the awesome SteamWhistle Brewery a while back (that could be another post…) down by the Rogers Centre.  Anyway, we walked in and started sitting down on couches.  We put down our shopping bags and took off our winter coats and couch-surfed a while, hmming and hawing.  I asked a lady a question regarding pull-out couches and she handed me off to Mike, who asked my name, introduced himself with eye contact, a good handshake and a smile.  I like this guy already.  The fact that he is well-dressed in not only nice clothes but ones that fit him properly gets him bonus marks on personal presentation.  Anyway Mike pulls out a couch and leaves me to discuss with my wife.

A short time later we walk to him and he asks what I think, and I say I think that the sofa-couch is a bad idea!  He laughs and we agree that a proper couch would feel better.  I tell him we need to look around and try out some couches and he offers to put our bags and jackets behind the desk.  His stock is rising…

He leaves us alone for the appropriate amount of time (a good sales person KNOWS when that is…) and by the time he re-appears we are down to 2 possibilities.  Mike assures me both choices are good and customer-favourites, i.e. big sellers.  I’m not sure that’s true, but it’s okay, because a good sales rep is supposed to reassure the customer that they have made an excellent choice, no matter what they pick.  I fish for a discount which is politely ignored.  I like that confidence.  He is not pushy and not needy.  It makes me want to spend money because I believe high-quality stores do not need to discount all the time.

Anyway we decide on a couch that is nicknamed “Fiona”, which I think looks strong and elegant but practical, and my wife agreed, but I think it also had something to do with the Shrek movies we recently watched together that I got her for Christmas!

The couch felt good and was within our budget, and Mike was a confident but calm and non-pushy  salesman who understood genuine rapport-building, and so what the hey, we even ordered the upsell Scotchguard!

Our new couch is to be delivered Saturday, and we can hardly wait.  Tonight as my wife and I sat on our current Ikea futon couch I cursed it several times and told it that it’s time was up and it had to leave.  I don’t care if I hurt it’s feelings, because everyday it hurts my back!
Sayonara Futon!  Hello Fiona!  (Well, at least on Saturday I can say that…assuming there are no problems with delivery!)

Christina’s on the Danforth

This isn’t recent, but I was sitting here thinking of some of my favourite restaurants to go to because of excellent customer service, and I thought I might start to mention them one at a time, in random order, here on the blog.

For many years I used to live just off the Danforth.  (Man I miss Greek food sometimes…)
Anyway, whenever I wanted to impress a lady on a date, or my Mother when she visited Toronto, I would take her to Christina’s.  What I like about that place is the decor, the food, and the service.  The gentlemen wear formal black and white and talk softly to you.  Even bringing butter is done professionally and with an air of importance, without feeling stuffy or snobby.

I went there many times in my life, and only had one bad experience.  I had taken a girlfriend out for a romantic night of wine and seafood, and the restaurant was not too busy.  We were seated alone.  20 minutes later a small but loud group of ESL students and their teacher came in, and for some strange reason, were seated right beside us!!!  I couldn’t believe the daftness or insensitivity of the hostess.  There were plenty of open tables available in the room.  (It was not the group’s fault, of course.)

Anyway after grumbling and scowling a bit I quietly went up to the bar and made my complaint so that the small party could not hear, and we (my girlfriend and I) were offered a new, more private table.

The lesson for servers and hostesses here is – look before you seat.

TTC – Toronto Transit Commission

Oh yes…one of the favourite topics of the average Torontonian…especially those of us that frequently use the transit system.  I get the feeling that there will be many posts on this topic, but to start off I would like to say that I have been living in Toronto more or less since 1996, and I am used to the current level of blah customer service provided by the TTC.  From my experience I am happy to report though that I have never had a bad experience with a TTC employee.  As a matter of fact the vast majority of times that I have had to ask a question or get directions etc. I have found the employees to be very nice and accommodating.  I realize that is not the experience of everybody, but hey – it’s my blog!

The issues I have are with the SYSTEM (policies and procedures) of TTC.   For example, I’m on the subway (or bus or streetcar) and we have a delay for some reason.  The vehicle is not moving.  Everyone is looking around.  It’s rush hour.  We want to get to work.  We wonder why we are not moving.  We wonder if it is something serious.  We wonder if we should get off now and walk/take a taxi or wait it out.  People are shuffling.  People are grumbling.  People are sweating.  People are getting angry.  People start bitching about the TTC to strangers.

The solution is soooo simple!  TELL US WHAT’S UP!

“Ladies and gentlemen, we are unfortunately going to be delayed approximately for another 5 minutes due to (blah blah).   We apologize for any inconvenience we have caused and will get going as soon as possible.”
There – now everyone can relax, go back to sleep, or if they choose, leave.

If you communicate with your passengers they will respect you.  And if the driver/operator doesn’t know exactly what is going on, as in the case where he/she has been ordered to wait, then simply just announce that the train will be waiting at this station for approx. 5 minutes and we apologize for the inconvenience.  When there is communication people can relax and stay positive.

Fun Fact:  In Japan the subway trains are timed to the minute.  If the train is going to be delayed even for a minute, a live voice goes out over the speakers notifying people of the delay and apologizing for it.  To some that may sound like overkill, but to others, it is excellent customer service.

Top 7 Tips to Surviving the Work Christmas Party

‘Tis the season to be invited to Christmas (or ‘holiday’ or ‘festive season’, etc.) parties sponsored by your place of employment.  At first it sounds like a great idea:  take a day or half-day off work, mingle with friends and co-workers, eat free food and drink free booze.  What a great way to get into the spirit of the season and to start saying good-bye to this year and looking forward to the next one.  So what could be wrong with this picture?
At first, I personally did not see a problem with in-house celebrations.  It seems to build team spirit and gives employees and managers a chance to see each other in a more relaxed atmosphere, even presenting opportunities to get to know each other on a more personal level.  And herein lies the problem.
I remember way back in 1997 I was working in an office in Mississauga, Ontario and I was one of the youngest employees there at the time.  I was excited to be making a salary instead of a wage, and I was enjoying my job for the most part.  I remember one woman named Michelle who I had developed a friendship with and more to the point, a lot of respect for.  We were discussing the topic of Christmas parties (or any work-related social gathering for that matter) and she staunchly stated that she would never attend a work party.  I asked why, naturally.  She said that you go to a function on a Friday or Saturday, and by Monday morning, the atmosphere at work is suddenly different, because of some people’s (mis-)behaviours.  Tension is in the air, eyes are darting around, whispers are heard and rumours are milling around the water-cooler.  This is what Michelle did not like, and that is why she refused to attend work functions specifically where alcohol would be served. 
So what do you think of Michelle’s personal rule?  Is it a smart rule or is it too strict? 
I will let you decide.  I can tell you that I was a big fan of free food and drinks, and before she gave me her advice I was not thinking ahead to the next work week.  After I listened to her advice I decided that yes I would attend such functions, but I would be wary of my behaviour and monitor how much and how quickly I drank, if at all.  Here are a few common-sense tips to controlling your behaviour at a work party:
1 – Eat a decent meal before attending.  This is to avoid pigging out while you are there and also to avoid drinking on an empty stomach.  Displaying a voracious appetite is not professional, nor is getting loopy on one drink.  It will then be a long night for you, or worse, a very short one. 
2 – If you decide to drink, pace yourself.  Make a rule that you will have one drink per hour and actually take note of the time when you start and end your drinks. 
3- Sip, do not guzzle.  Some drinks just go down too fast and smoothly, don’t they?  But this is not a family summer BBQ, this is a work function and you will be judged Monday on how you carry yourself here and by what you say.  Try sipping on a light beer, or a cocktail that is not so appealing to you, like a scotch on the rocks or a martini.  This will force you to sip on it with more control.  This also allows you to constantly have a drink in front of you so you are not pressured to get another.  The ‘empty-hand’ syndrome causes us to feel out of place and so we often rush to get a replacement beverage.  This can accidentally cause over-drinking. 
4 – Be confident in your choices.  If someone challenges you on how many drinks you have had or something similar, I hope you can simply smile and tell the person the truth, or disengage from the conversation politely.  A confident person has no need to feel bad about limiting his or her drinking in public.  A confident communicator is aware of image management rules and is determined to have a happy Monday with no scandals created on their part. 
5 – Lie if you want to avoid peer pressure.  Sometimes a ‘white lie’ is useful as a communication tactic.  It is the art of mis-direction.  You can claim your 0.5 beer is a ‘real beer’.  You can brag that your cranberry juice is really a Cape Cod (vodka and cranberry).  Ask the bartender to give you a lime garnish even when your drink has no alcohol.  Looks can be deceiving.  Or better yet, claim that your second drink is really your third or fourth.  Please note that this is a tactic to use when you do not want to get caught up in the ‘competitive’ side of drinking that sometimes takes place, or if you are somehow feeling out of place for not drinking with colleagues, and you just want to fit in at the moment.  This rule is not as good as the above rule number four, but in a pinch, it can get you out of a competition that you do not want to enter.
6 – Be a leader not a follower.  Stick to your decisions and manage your image.  Do not get caught following the crowd or using the mob mentality as an excuse to do something out of character.  Also, if you see a co-worker or friend stepping out of their shell a little too much, take them aside discreetly and give them some friendly advice.  Let them know that you care about them and are concerned about their behaviour.  Speak to them as a mentor, not as a parent. 
7 – Manage people as well as yourself.  It is great to manage yourself but you also have the ability and perhaps even the responsibility to manage others.  For example, if a person comes up to you and starts flirting, and you are not comfortable with it, you could ‘play dumb’ and pretend that you think it is all a big joke.  Smile, laugh and walk away.  There is not always a need to make a big scene at the time.  Some incidents can be stopped easily before they get out of hand by using this technique.  In other words, you do not embarrass the other person and then on Monday you do not have the thick tension in the air, and do not have to have a formal meeting with managers, etc.  We have all said something or done something bold when we have been nervous or intoxicated.  We are all human.  Sometimes keeping their dignity in tact is a great gift that you can bestow upon them.   After all, is this not the season for gift-giving?
There are other rules and tips of etiquette that we could go over but for now I think that is enough to get you thinking of how you will manage yourself if and when you attend your holiday parties.  There are benefits to attending if you play your cards right.  A lot of business is done informally, or ‘on the golf course’ as we say.  However if you damage your image in the eyes of management then you will lose credibility and will not be considered so quickly for promotions.  You may even lose your job, if not formally, then by virtue of feeling embarrassed by your actions that you search for new employment.
I hope none of that happens to you.  I wish you all the best in this December and prosperity in the upcoming new year. 
Merry Christmas!!!
(Updated from original 2008 posted article)