Do you get “IT”? A tail wagging Customer Service Experience

Some businesses get it, and some REALLY GET IT!
By “IT” I mean the customer service WOW experience. Rick and Martine work at the Sherwood Park Greyhound, and Charmaine was in line on a very busy day several days before Christmas. They made the line up wait more than bearable, in fact, they made it fun. Despite being run off their feet, they greeted every person who walked through the door with a sincere smile, made eye contact, and kept people in conversation. They seemed to be having fun. The energy created a ripple effect of pawsitivism through the crowd. Then, the icing on the cake was when Rick coordinated all the children in the line to join in together to sing Away in a Manger. This was one of Char's Christmas highlights.
I was at the Greyhound for half an hour and Charmaine did not see one person shifting, sighing or shuffling or rolling their eyes or making comments about the wait. This is an example of a team that gets IT and customers left in a great frame of mind, which is a benefit for the staff in the business they will visit next. Char will be following up with a shout out to Greyhound to acknowledge these staff, and to our community newspaper.

Toby Blog

I love Wednesdays because it is my afternoon to volunteer at Alberta Hospital Edmonton, however, because of the PAWlidays, I am doing some extra volunteer time with the patients. I had a great time this evening visiting with eight patients. The patients always tell me how much joy I bring them, I often wonder if they know the feeling is mutual. My volunteer time is the highlight of my week!

Four PAWS up to Doggie Day Cares!

I love doggie daycare! It gives me a chance to socialize with other furry friends, and is a great opportunity for play. When I go to doggie daycare, I am tired when I get home, and sleep soundly.
I have been to FOUR Doggie Daycares so Far:

K9 Awareness Centre, ST. Albert
Silver Paws in Spruce Grove, AB
Country PAWS in Cochrane
Quick Paws in Missoula Montana

There’s always a first time

This past weekend I had another great book-signing at Chapters Strathcona in Edmonton. It was my first time to this bookstore. I was quite intrigued by the escalator and stepped on with confidence until the stairs started to move. Whoa! What’s with this? Moving stairs?
After Christopher took me up and down several times I was a pro. What a great lesson that there is always a first for everything, but only once. With a little practice and repetition, you can become a pro.
What will you try this week for the first time? How can you help someone step into something new for the first time? Just like Christopher held my leash firmly and I knew I was supported, you can do that for someone else.
Have a PAWsitive week and great success to any first times you have this week!

From the mouth of babes

Kids say the funniest things. This week at the booksigning I was visiting with a little girl in a stroller, I was curious about her new book that she was looking at. I thought it might have been a toy for me. Charmaine said “Toby loves two things---Children, and treats.”
Without missing a beat, the little girl said “Does Toby eat the children too?”

Friendship is?

Tonight the doorbell rang, and I tore down the stairs because I heard the giggling from the two little girls on our block. Charmaine opened the door and they asked for Chris. Smiling they said “Can Chris come out and pull us on our skateboards?” I ran to get my kong because I knew this could be fun for me. Into the garage Chris went searching for a tow rope, and we all ventured outside. What I was reminded of tonight is that friendship is ageless! Here we are having fun, two legged and four legged friends.
Cherish your friends, and let them know that they make a PAWsitive difference in your life!
Toby the dog

You CAN(field) Teach Toby New Tricks!

My mom and I have learned a ton over the past couple of years. One person who contributed to our learning is Charmaine’s mentor, Jack Canfield, co-author of Chicken Soup for the Soul book series. Charmaine was in his Success Principles Coaching Program, and Mr. Canfield provided an endorsement for my new book, On Toby’s Terms!

I am barking up a storm to tell you that Jack is coming to Edmonton! He will be presenting at the Winspear on October 28 in the evening, and I am pawprinting a special book to give to him. We are one of the sponsors of the event, and Charmaine has some tickets (where you save 10% and the administrative fees). Call or email Charmaine at 780-464-3828 or charmaine@hammondgroup.biz to get your tickets now. Don’t miss the opportunity to attend this event and listen to the mentor that gave us a leg up in life!

Toby the dog