We sell it cheap - customers stack it deep.

Here was a picture from Mo - one of our awesome Lykki drivers.

He snapped this great pick showing an order he delivered where the customer ordered many cases of copy paper. What was special is how the customer needed the paper taken out of the boxes so they could use the empty boxes for file storage.

What a great way re-purpose the boxes, he thought, and wanted to share.

Thanks Mo - keep sharing the cool ideas you see from our customers.

Cheers

Calvin

One extra day.

How can we spend more time with the ones we love? Especially on a day like today- valentines day. I love this short film - possibly it's the solution.

What would you do with an extra day?

Cheers,

Calvin

Where's the potatoes and veggies?

I'm not usually a fan of White Spot food, but I was online looking for some comfort food takeout. I wanted to order and pick up so I could take a few meals over to my Mom who still lives on her own.

The website seemed pretty good, and I could choose a time to pick up. When I arrived at the restaurant, they even had a special entrance for pick up, and my order was in a large brown bag ready to go. Very efficient.

So when I got to my Mom's house, she was happy to have a few meals ready to go for the next few days. The disappointment was when we opened one of the meals and all there was inside was a chicken breast. Hmm, where's the potatoes and veggies?

Since we gave my Mom an iPad this Christmas, I wanted to show her how to use the Internet if she wanted to complain. Mom is famous for writing letters when she receives bad service and still does. So I pulled up the White Spot customer feedback page and we sent in a complaint.

To my amazement, I received a call from the restaurant manager within 24 hours! 

He apologized, took responsibility and took my address to send out an apology card and a gift certificate. I say - to my amazement, because in this connected world online, I rarely see companies doing a great job of monitoring their customer feedback pages and social media. 

Kudos to White Spot.

Cheers

Calvin

Memorable Matt

Our account managers spend most about 80% of their time in the office and on the phones with their customers. So we are always looking for ways to communicate with our customers that is unique and memorable.

Matt is one of our most creative account managers and he engages his customers in between his face to face visits with his unique and entertaining photos.

How can you say no to that face?

Great job Matt.

Cheers

Calvin

Empower your customer service

Some of the worst customer service comes from the cable and cell phone industry in my opinion. So when Shaw Cable called me (at dinner time) to sell me more services I was ready to accept the challenge and engage. Side note- my wife and partners at work know that means I'm ready to use the call as a test to see how good or bad the service is - since they are calling me. I'll play along in hopes I learn something or hear some great service ideas I can share at Lykki.

I'll jump to the part of the call where I took the time to mention I'm not happy with my HD channels and how most only have sound and not picture. 

The sales person was happy to transfer me to customer service, where they explained they are aware of the problem and that my PVR was older and could not show some of the new channels. They could offer me a new PVR at no cost if I signed a 2 year contract or I could buy one for $400.  I explained I'm a 10 year customer and had no intention of signing a contract - they should just give me one without all the hoops, but that was the best this service person was "authorized to do." So we ended the call with me unhappy and letting them know that since my HD channels don't work, just cancel the HD package. The service gal apologized and said she would give me the free DVR if she could.

Ten minutes later I get a call back from the customer service person I just spoke to. She explained that her manager has authorized a new PVR for free for being a loyal customer. What changed in the last ten minutes? Why can't companies just give more autonomy to front line staff to use their best judgement and make customers happy on the spot?

What a rare and novel concept.

Cheers

Calvin

Looking at your truck is inspiring

While at the JA JAM (see last post) I met some other great judges. One introduction was especially memorable. 

When I introduced myself the lady said - "You own LYKKI? I love your trucks. I tell people about the inspiring messaging on the back door."  It made me feel great to hear.

She is referring to the design we decided to add to our truck graphics to inspire drivers who read it while in traffic. I first saw this on a sign my wife gave me. It just seems so simple and we wanted to share it with everyone we could.

If you would like a post card size of this graphic, just send me an email Calvin at lykki.com and I would be happy to send you one. I always have a stack on my desk.

Cheers

Calvin