![]() ![]() “Understand what the root causes of those gaps in expectation are and then address them.”Īt Baker Tilly in Windsor, Ont., a focus on customer experience has earned the company top votes as best accounting company in the city five years running by the Windsor Star. “Ask customers about their experiences and listen with an open mind,” she says. BAKER TILLYįor those looking to enhance service experiences for their clients, Greene advises creating an organization-wide statement on how they want their customers to feel, and then to design their space and services around that. “People want personalized service with as little friction as possible and an organization to understand their unique needs.”Ī modern reception area awaits clients at Baker Tilly. “If you’re understaffed, then fix it,” says Greene, noting that genuine human connection can have more impact on customer loyalty and spending than operational efficiency. She says the excuses around understaffing that were prevalent during the pandemic no longer fly. ![]() Sandra Greene is president and chief strategist at Toronto-based SG Consulting, which specializes in helping companies enhance their customer experience. “Texts are always coming in and if I can answer right away I will, even if it’s just to tell them I will get back to them later that day.” “If they call the pharmacy and get voice mail, it directs them on how to text me,” he says. Whether it’s via follow-up calls, around-the-clock access or waiting room amenities, customers’ expectations around service experiences are escalating.Īs they become used to digitization and convenience in other areas like food service and retail, they now expect that across the board.Īt Mister Pharmacist, Mihaila leverages technology to ensure he is always accessible to customers. Professional service providers like Mister Pharmacist are recognizing that customers want to feel valued, or they’ll go elsewhere. During the height of COVID-19 vaccinations, Mihaila even provided free first-aid kits to anyone who got their shots at his store. pharmacy is a waiting room, complete with hardwood floors, a comfy couch, and a fridge stocked with free refreshments. “My outside banner says, ‘you are more than a prescription’ and I really did want to create a space where people didn’t feel rushed and would be comfortable asking any questions about their health,” says Mihaila. Log In Create Free Accountīack in May, 2021, when many businesses were cutting their operating hours or shutting down completely, one pharmacist in downtown Toronto was opening up shop and providing health care services when it suited customers best.Īlexander Mihaila admits he took a risk opening his independent boutique pharmacy – Mister Pharmacist – in the middle of a pandemic, but he was confident he could provide a customer experience he wasn’t seeing in big chain pharmacies in the area. Love Island airs nightly on ITV2 and ITVX at 9pmįor more of the latest showbiz news from Daily Star, make sure you sign up to one of our newsletters here.Please log in to bookmark this story. "Of course, it’s ultimately up to the viewing public, however my views have remained pretty constant throughout the series." "However, their level of rapport, connection and reciprocal liking has definitely allowed them to overcome their issues."ĭespite their deep connection though, Darren has predicted that there could be close competition between them and a few other islanders, with the body language expert concluding: "I also believe Samie and Tom have a strong chance, as they are clearly very much on the same page. The body language expert predicts Samie Elishi and Tom Clare also have a good chance of winning (Image: ITV/REX/Shutterstock)
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