Australian Newsagency Blog

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

Entries Tagged as 'Customer Service'

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: crosswords · Customer loyalty · Customer Service

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 loyalty · Customer Service · 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 · Management tip · Newsagency management

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

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: Customer Service · Newsagent suppliers · Newspaper distribution · Newspapers

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

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

Newsagency marketing tip: Improving customer service

March 26th, 2014 · No Comments

Good customer service is facilitated with open communication with customers. A great way to hear what retail customers think is through a feedback book. While a facebook page, Twitter and other online platforms can provide feedback channels, a book in the shop can provide a more immediate opportunity. A customer feedback book can also give […]

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Tags: Customer Service · Management tip · marketing tip · Newsagency management

A story of wonderful customer service from a newsagency employee

March 24th, 2014 · No Comments

Here is an inspirational email received by a colleague newsagent a couple of days ago.   This is customer service! Dear Sir/Madam I visited your store this morning to purchase The Australian newspaper and to submit X-Lotto tickets for tonight’s X-Lotto. I was greeted and served by your staff member, Louise. Louise was extremely helpful in […]

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Tags: Customer loyalty · Customer Service · Newsagency management

Newsagency social responsibility tip: help job hunters

March 23rd, 2014 · No Comments

With unemployment on the rise, think about how you can help people looking for work. Consider offering discount copying and discount faxing for those looking for work. Get known as they place they can come to copy and send resumes. Show yourself off as a business person seeking to genuinely help those looking for work. […]

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Tags: Customer loyalty · Customer Service · Customers · Newsagency management · newsagency marketing · newsagency of the future · Newsagency opportunities · Social responsibility

Unexpected good customer service that delights is memorable

March 6th, 2014 · No Comments

On checking out of a hotel overseas at 4:30am a couple of weeks ago they gave me this breakfast to go package: yogurt, a croissant, a fruit danish, butter, jam, a bottle of water and an apple. I had a long drive to the airport and the food was a welcome start to the day. […]

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Tags: Customer Service

Retail staff hiring advice: only hire and keep happy people

December 19th, 2013 · 7 Comments

In a newsagency recently I heard a staff member complaining to a colleague behind the counter about the roster, the weather someone at home. I was several metres from the counter. Shoppers in the newsagency could hear too. Unhappy staff are a turn off for shoppers and for the leaders of the business keen to […]

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Tags: Customer Service · Customers · Fun · Happy products · Hiring employees · Management tip · marketing · marketing tip · Newsagency challenges · Newsagency management · newsagency marketing

Optus CEO should address the 25% commission cut about to hit newsagents

November 25th, 2013 · No Comments

Fairfax media on the weekend reported candid comments from Optus CEO Kevin Russell about overcharging and what the company has done to improve the customer experience. Russell’s comments are uncommonly open for a telco CEO. “Let’s be crystal clear. As an industry, we know how people use their phones, we know that young people will get […]

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Tags: Customer Service · Ethics · Social responsibility