Arguing on the internet (and why you should just be nice, okay?)

Let me preface this with the following:

  1. I had intended to post a ribs recipe today, not something serious (don’t worry, the recipe is coming).
  2. Anyone who knows me even the slightest knows the love I have for social media and opinions.
  3. I don’t actually like having to remind people of basic manners.

Now, with that aside, let’s talk about arguing on the internet and why your opinion, and your right to have an opinion, doesn’t mean you get to be a dick. Continue reading



What’s in my bag

A lovely #brunchclub friend suggested we all do a post on what is in our handbags and I was keen to sign up! Sadly, I’m running a little behind the times but below you will find what’s been hanging in my handbag today.

My Charles & Keith wallet was bought for me by my Mum when she was on holiday last year and it's the best wallet I've had yet. Not only is it sturdy and pretty but it holds heaps!
My Charles & Keith wallet was bought for me by my mum when she was on holiday last year and it’s the best wallet I’ve had yet. Not only is it sturdy and pretty but it holds heaps!
302 Skincare is amazing dermatologist-prescribe skincare range which I am addicted to. Both my cousin and I have problem skin at opposite ends of the spectrum (dry and oily) and both of us use nothing else. If you're looking for a local stockist talk to Karen at Vital Results in Tauranga - she is the sole importer for NZ.
302 Skincare is an amazing dermatologist-prescribe skincare range which I am addicted to. Both my cousin and I have problem skin at opposite ends of the spectrum (dry and oily) and both of us use nothing else. If you’re looking for a local stockist talk to Karen at Vital Results in Tauranga – she is the sole importer for NZ.
I wouldn't be without my Coach sunglasses. Not only are they adorable but they're also prescription because I'm short sighted.
I wouldn’t be without my Coach sunglasses. Not only are they adorable but they’re also prescription because, sadly, I’m short sighted.
My sole nod to makeup most days is lipstick. On the days I do wear makeup I never bother taking it with me because I believe makeup should be applied once and last all day. Anything I have to redo won't be rebought. Here you can see my obsession with Chi Chi lip products. I have a Glossy Lip Stain in A-List Pink, a gloss in Stylista and a Viva La Diva matte lipstick in Lady Bump. I also have a lip brush, an Sally Hansen invisible lip liner I refuse to part with (despite being empty) because you can't buy them anymore, and a Pure Lip balm/gloss palette. I suffer hugely from dry skin and eczema around my lips and Pure Lip is the best product I've ever used. It even has an empty section for mixing the clear gloss/balm with colours - something I do a lot.
My sole nod to makeup most days is lipstick. On the days I do wear makeup I never bother taking it with me because I believe makeup should be applied once and last all day. Anything I have to redo won’t be rebought. Here you can see my obsession with Chi Chi lip products. I have a Glossy Lip Stain in A-List Pink, a gloss in Stylista and a Viva La Diva matte lipstick in Lady Bump. I also have a lip brush, an Sally Hansen invisible lip liner I refuse to part with (despite being empty) because you can’t buy them anymore, and a Pure Lip balm/gloss palette. I suffer hugely from dry skin and eczema around my lips and Pure Lip is the best product I’ve ever used. It even has an empty section for mixing the clear gloss/balm with colours – something I do a lot.
Under "assorted things" I have an inhaler, an umbrella, Viralex tablets (amazing) and a ticket stub from my weekend trip to Wellington (also amazing).
Under “assorted things” I have an inhaler, an umbrella, Viralex tablets (amazing) and a ticket stub from my weekend trip to Wellington (also amazing).
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I always make sure I have headphone and my iPhone charger with me everywhere I go. Mainly because my phone is as necessary to me as air. The only reason it doesn’t feature here is I was using it to take pictures!
My handbag is from Forever New and has been mistreated for over a year now and still looks as good as the day I bought it!
My handbag is from Forever New and has been mistreated for over a year now and still looks as good as the day I bought it!
What handbag is complete without keys? I don't have many but I love key rings and change mine often. Currently I'm rocking anchors.
What handbag is complete without keys? I don’t have many but I love key rings and change mine often. Currently I’m rocking anchors.

 

Check out the other posts in the collab series at the blogs below:
Blog: www.harrisandcoblog.wordpress.com



New look

I have a new look! I’m sure this may come as a surprise to some of you, given it’s so similar to the old one (no, but really…)

 

I would like to credit the following people with helping me get it all together:

 

I am working on some other posts for both myself and others and am hoping to have them through in the next couple of weeks. In the meantime, get hunting around the new look and let me know what you think! And if you find anything broken please tell me; we still have some more work to do before everything is hunky-dory.

xx



Customer Service: Not just another thing your boss does

Last Sunday was the monthly meet up of #brunchclub, a bloggers networking group I belong to . This month, the queen bees (the lovely Laura, Lizzy and Madi) organised goody bags and a guest speaker. The speaker this month was Nate, co-owner of Tuihana Café in Dominion Road.

With a foot in both the café and IT worlds and two of his own businesses there is no doubt Nate was talking to his key demographic. Some of the things he said were so important, and so worth highlighting, that I live tweeted them. Note: Sadly, I ran out of characters for a hashtag so I will link to them all at the end of this post. One thing in particular, however, hit me hard enough I felt it deserved its own blog post: service recovery.

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In my 12+ years working the most important thing I have learned is that no matter your business model or sector your customer is everything. This may be easy to see for a café, which has people walking in from the street to buy things all day, but it is just as true for any business no matter how far removed they are from Joe Bloggs on the street. And in a world that revolves around customers the most important asset a company has is customer loyalty.

We’re all human. We all make mistakes. Sometimes we hire the wrong staff. Sometimes the unexpected happens. Sometimes customers have bad experiences. How we remedy those is often the difference between customer loss and customer loyalty.  Most people realise that good service leads to loyal customers. What many don’t realise is that a mistake or bad customer experience is more often than not an opportunity to improve the service you offer.

Service recovery is a tricky business but the true essence of it lies in the opportunity you as a business have to go above and beyond. When a customer has a bad experience don’t just apologise. Don’t just put it back to how it should have been as if nothing happened. Do more. Exceed expectations. Show them they matter to your business on a personal level.

Imagine you worked in a café and a regular customer’s coffee order was made incorrectly. How would do you deal with it? Would you apologise and make them a new one? I would. I’d also give them their money back. Your mistake has cost them time they may not have had to spare. It has frustrated and disappointed them. Making a new coffee shows you know you made a mistake. Refunding their money shows you know it had an impact on them personally.

This, I believe, is what Nate was getting at when he said he empowers his staff to make decisions. He may not have specifically advocated for free coffees when something goes wrong but he allows his staff to assess whether that’s the right response at the time. When you have staff who understand the value of customer loyalty and service recovery, and you allow those staff to act in the best interests of both the business and the customer, everyone wins. And isn’t that what it’s all about in the end?

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Live tweeting of Nate’s talk can be found here, here, here, here, here, here, here and here.