Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Entries Tagged as 'Customer Service'

Why IPS closes its call centre at 3pm

January 30th, 2016 · 5 Comments

I had contact with IPS management yesterday about why they were closed after 3pm. Looking at a year of call data they found that less than five calls a week come in after 3pm. They decided to cut hours and thereby reduce labour costs. The only reason I discovered this is because a newsagent complained […]

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Tags: Customer Service

A newsagency customer speaks out about poor customer service

January 29th, 2016 · 13 Comments

Ash Long emailed me yesterday with this story of poor customer service by his local newsagent. I share it here with his permission: I like that the Australian Newsagency Blog has news of new avenues where businesses can be grown and profits maximised. But I wonder if sometimes a reminder is needed that newsagents must […]

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Tags: Customer Service · Customer loyalty · Newsagency management

Hey Marcus Berkman, not all newsagents are the same

January 20th, 2016 · 5 Comments

Marcus Berkman, writing his article, We are supposed to feel grateful to our newsagents and banks for compromising their standards of service for The Independent, has a massive whinge about WH Smith and their use of self-checkout. For instance, I occasionally go into WH Smith in one of the mainline railway stations to buy a newspaper or […]

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Tags: Customer Service · Customer loyalty

Some newsagency supplier websites turn you off doing business with them

November 30th, 2015 · No Comments

Some product and service suppliers to newsagents have the worst websites I have ever seen. They are a barrier to doing business. Too often when I speak with a supplier about their website the answer is they are working on it. In the meantime, they complain newsagents are not doing enough business with them. Here […]

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Tags: Customer Service · supplier arrogance · Suppliers

Congratulate Kiwis

November 1st, 2015 · No Comments

According to the ABS close to 3% of people living in Australia are from New Zealand. Today and this week is the time to congratulate them on their gutsy Rugby World Cup win. 2 likes

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Tags: Customer Service

An amazing retail customer service story from Fossil

October 8th, 2015 · No Comments

I made a purchase at the Fossil watch store on 5th Avenue in New York last Friday. As it was raining heavily outside they offered a plastic bag cover. TI had never heard of such a thing. hey had a box of these covers behind the counter, for weather like that day. The cover easily […]

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Tags: Customer Service · Newsagency management

How customers abuse our newsagencies

April 15th, 2015 · 5 Comments

At the airport last week I saw how customers had abused the Lovatts crossword stand at a WH Smith store. Click on the image and see – they have been using the stand to test pens as well as a place to leave a used coffee cup. At least they didn’t leave a mucous filled […]

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Tags: Customer Service · crosswords · Customer loyalty

The unexpected gift makes for a memorable experience

April 6th, 2015 · No Comments

On a Qantas flight on last Thursday morning after the meal service the flight attendants came through the cabin giving each passenger a Lindt Easter bunny. It was unexpected. People were thrilled – some even talked to the person next to them to whom they had not spoken all the flight. The experience reminded me […]

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Tags: Customer Service

How do you communicate with your customers?

March 9th, 2015 · 3 Comments

I walked for fifteen minutes yesterday to a regular Sunday breakfast venue only to be confronted by a sign noting they are closed for the long weekend in Melbourne. This business is still establishing itself, it should not be closed, especially not on a long weekend when people have time for breakfast. The experience got me […]

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Tags: Customer Service · Customer loyalty · Newsagency management

A message for all retailers: this is the era of the customer

March 9th, 2015 · 14 Comments

This video published on YouTube about a shopper experience is a reminder to all retailers that this is the era of the customer. Thanks to social media ad other online platforms, customers have never had such a loud and accessible voice. Whether you agree with Angela’s rant or not, the video makes for compelling viewing. […]

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Tags: Customer Service

Amazing customer service from Shirtscope online t-shirt store

February 7th, 2015 · No Comments

I bought a t-shirt online recently and placed on top of it in the package I received was this note. What terrific customer service! I don’t recall being given this advice in such an obvious and friendly way when buying t-shirts from a high street retailer. Sure, some of this information is on care instructions inside […]

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Tags: Customer Service

How Starbucks makes it personal

January 27th, 2015 · 2 Comments

The photo shows the sign at the counter of a Starbucks I visited on the weekend. It has a photo of the barista, their name and tells me a bit about them, making the experience feel more personal than one might expect from a worldwide chain like Starbucks. While we could argue that we should […]

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Tags: Customer Service

The important customer service fail response

November 11th, 2014 · No Comments

On a recent overnight flight I received poor service and while I did not complain the airline staff knew they had let me down on a simple request. I’d forgotten the experience until I received this gift pack of cheese and wine at the office last week. The note said it was from the crew […]

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Tags: Customer Service · Newsagency management · Management tip

A wonderful newsagency customer service story

October 4th, 2014 · 1 Comment

A shopper on Friday wanted a copy of Vogue US. As we had sold our, our team member pointed the shopper to the Nextra store in the centre. Half an hour later the shopper returned, thanking our team member for the advice even though they did not have the title. She purchased Vogue Australia from […]

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Tags: Customer Service

How new owners trashed a retail business in two months and look set to lose money

September 22nd, 2014 · 2 Comments

There is a cafe near my office that grew in popularity from opening several years ago. The food range was excellent, the quality high, the service friendly and the coffee good. Three months ago, the business changed hands. The new owners replaced the staff, changed the food range dropped the food quality and demonstrated little […]

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Tags: newsagency marketing · newsagency of the future · retail · Customer Service · Newsagency management · buying a newsagency

The smile says it all

September 8th, 2014 · 1 Comment

A young boy – 5 or 6 – presented at the counter on Saturday and asked if we had Happy Hoppers. I took him to our display on the shop floor. On seeing this, he yelled out at the top of his voice: mum, they have them they have them! Others in the shop smiled. The joy […]

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Tags: Customer Service

Network Services fails newsagents again

September 5th, 2014 · No Comments

Magazine distributor Network Services is shutting its help desk at 1pm today because its Netonline website is closed for maintenance from 1pm. I don’t see any connection between Netonline availability and the ability of Network Services people to provide service. Through my newsagency software company I have oversight of a help desk and it runs rain […]

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Tags: Customer Service

Another local business closed temporarily

August 27th, 2014 · 1 Comment

Further to my post yesterday and a last week about I saw another shop closed on Monday night in Launceston. While I don’t know the circumstances, any shop closing for an extended period gives customers a message about priorities. It encourages them to shop elsewhere. I am seeing closures such as this in small gift shops and toy […]

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Tags: Customer Service · Newsagency management

Free EFTPOS as a marketing pitch

August 26th, 2014 · 3 Comments

I love this sign at Coffee Republic in Launcestion, Tasmania. While other coffee shops have a minima  spend for cards and some have a fee for EFTPOS, they have gone the other way, showing off a point of difference and giving customers another reason to love them. Based on their pricing I’d say they are funding […]

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Tags: Customer Service

Kudos to Gordon & Gotch for their handling of the Bauer / Network IT failure

August 6th, 2014 · 4 Comments

Magazine distributor Gordon and Gotch was impacted by the IT meltdown experienced by Bauer Media’s network Services last week. Kudos to Gotch for sending out this email to newsagents: Dear Valued Retailer, Due to the Network / XIT problems last week a number of returns claims sent last Wednesday /Thursday (30th and 31st July) were […]

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Tags: Customer Service · magazine distribution

How is your Fairfax customer service?

July 12th, 2014 · 5 Comments

I have heard from several newsagents this week of poor to non existent customer service from Fairfax regarding supply issues. If newsagents are not getting responses and assistance from fairfax to queries regarding selling their product then how bas is it for customers calling about a single copy? What’s been your fairfax customer service experience? […]

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Tags: Newsagent suppliers · Customer Service · Newspapers · Newspaper distribution

Local business card rack a great idea

June 19th, 2014 · No Comments

I love this idea I saw of a small rack of business cards for local businesses. A newsagent keen to better connect with local businesses and better serve the local community should find a place for a rack – with newspapers, near the entrance – somewhere shoppers can see the cards. The support back to […]

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Tags: Customer Service

Good old Collingwood!

May 14th, 2014 · 9 Comments

Shoppers pressing an AFL team button caused that team’s club song to be played. last Saturday I had them all set and for some reason in my outer suburban newsagency nine times out of ten it’s the Collingwood song shoppers selected. Those crazy Collingwood fans! If only they bought more of the buttons. 8 likes

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Tags: Customer Service

Day four of a five-day back to basics newsagency management challenge: customer service

May 1st, 2014 · No Comments

This week I am shining a light on five back to basics areas of our newsagency businesses over which we can make a difference for the good of our business and the benefit of our customers. By back to basics I mean parts of our business that define us and can separate us from others. Today, I want […]

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Tags: Newsagency challenges · newsagency marketing · newsagency of the future · Customer Service · Customer loyalty · Customers · Newsagency management · Newsagency opportunities · Management tip

Exceeding customer service creates terrific memories and stories

April 14th, 2014 · No Comments

Waiting for your bags at the airport can be a frustrating experience. Often the only information you have is the carousel they will come out on. The wait gives you time to think about your bags being lost – as happened to me at the start of this trip – and other problems. I flew […]

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Tags: Newsagency challenges · newsagency of the future · Customer Service · marketing · marketing tip · Newsagency management · Newsagency opportunities · Management tip