The First Rule of Good Customer Service Is...

We've all been on the receiving end of poor customer service and left feeling underappreciated and dissatisfied. Why is it, then, that we often can't see how our own actions (or inaction) leave our customers feeling undervalued?

In my years of managing consumer affairs and public relations, the two most important guiding rules I've learned are the Golden one and the Gratitude one. 

The Golden Rule was drilled into my head early: Treat others as you would like them to treat you. It's solid, timeless advice, and something I aspire to apply to every interaction.

But it wasn't until I entered the fundraising world that I really began to appreciate the Gratitude Rule and how important it is to both corporate and non-profit businesses. 

Good fundraisers know that the simple act of saying thank you is one of the most important, yet often forgotten, tools in the fundraising tool box. Donors want to feel their contributions are recognized, so every communication should reflect appreciation for what donors have given, and for their interest and involvement in the cause.

To ignore the Gratitude Rule is to miss an opportunity to connect and build a relationship with clients.

Has this ever happened to you?

• You thank the cashier for giving you back your change, even though you were never thanked for your purchase.
• You offer your time and talents to an organization, but the response was tepid and left you feeling like you inconvenienced them.
• You send honest, constructive feedback about your product experience directly to a company, but never receive a reply.

What if it went like this instead?

• I bought these fabulous boots on sale and the folks at the store made a point of telling me they know I had many choices, so they really appreciated me choosing to shop with them. 
• I expressed interest in volunteering with a local non-profit, and while they didn't have a Board opening right now, they told me how much they appreciated my passion and my contributions to our community. 
• I advised my favorite brand that I'm having trouble locating their product. They wrote back to tell me they've alerted their sales team, suggested other stores to try, and thanked me profusely for my loyalty.

The simple act of expressing gratitude can be the difference between leaving a client feeling indifferent about your business and building a lasting relationship that will bring you more business.

"Most people return small favors, acknowledge medium ones and repay greater ones -- with ingratitude." -Benjamin Franklin 

Creating Mystery in Support of Saint John Arts Centre

Anyone for a little art, mystery, intrigue (+ great food, beverage, and people)? Then you need to know about What's in the Box - the Saint John Arts Centre's annual fundraiser event.

What: Participating artists will donate original artwork to the Saint John Arts Centre where the pieces will be concealed in ‘mystery boxes’ in anticipation of the event.  

Guests at the event can enter a draw for a chance to purchase one (or more, if they choose) of the 50 ‘mystery boxes.’  By choosing to take part in the draw, guests commit to buying one of the ‘mystery boxes’ of art for $100 if their ballot is drawn - and they won’t know what they’ve won until they open the box! 

When: Thursday, 20-April-2017, 7:00 pm

Where: Saint John Arts Centre, 20 Peel Plaza, Saint John, NB.

Why: Funds raised will support Saint John Arts Centre programs, including the important Artists’ Rights Fees program for artists who display their works in the Saint John Arts Centre’s galleries.

Tickets are $75 each and are eligible for a $25 tax receipt. Wine, beer and food are included in the ticket price. Tickets can be purchased online, by contacting me, or by calling the Saint John Arts Centre at (506) 633-4870.

Learn more www.sjartscentre.ca

Getting Excited About The ECMAs

Since returning to Saint John, I’ve been lucky to have played key roles in helping to advance a number of inspiring organizations in our community. And now, through Way Up, my freelance communications business, I'm always learning new skills, and continuing to make new connections.

For the past months, I've been working with the East Coast Music Association as sales as community engagement manager for the East Coast Music Awards Festival and Conference in Saint John - April 26-30, 2017.

This five-day, non-stop musical celebration showcases and recognizes the best of East Coast artists and music. Hosting this esteemed event will be a major contributor to growth and development in our community, and I'm thrilled to be part of ensuring its success!

There's lots of excitement leading up to the event.

• Several Uptown businesses have decorated their storefronts with East Coast music flair to show their support and appreciation for awards nominees and festival participants. 
• The ECMA storefront in Market Square (Level 1) is your destination for ECMA apparel, information, and event tickets.

By-the-way, tickets are going fast. Don't miss out! Purchase your tickets here, or call me at 343-5154.