CONSULTANT SAYS WHEN IT COMES TO BUSINESS, GRINNING IS WINNING
Service with a smile can boost your bottom line. And Cathy Argue is passionate about wanting to see more of those smiles around our area. The mother of three boys - aged seven, eleven and thirteen - happily states that she has a gift for treating people well. She just wishes more people would do the same. Argue has worked in customer service all her life, including a stint as a waitress in a lodge. She claims one of the things she's very passionate about now is the belief that exceptional customer service is the key to helping your business grow.
Originally from Manitoulin Island, Argue and her family moved to Kenora about six years ago and immediately fell in love with life on the lake. Argue started her own business, Cathy Argue Consulting Services, after several years as a Human Resources Manager at a local forest products company. The daughter of two school teachers sees it as a natural progression in her life. Argue says she considered becoming a teacher early on, and finds herself doing just that in her role as a consultant. She believes the switch from working for a company to working for herself has helped bring a sense of balance to her and her family. "I just want to put the pause button on in my life," says Argue.
Now, in addition to taking on several hours of volunteer work per week, Argue helps business people discover the benefits of offering exceptional customer service through high-energy, interactive seminars. She is also quick to point out that unhappy customers cost you money. Argue emphasizes that those who aren't happy with the way they are treated during a business encounter may not say a thing to anyone at that business, but will likely tell a number of other people how they were treated. Argue adds that those people may decide not to shop at that location anymore because of what happened to someone they know. However, people who have a positive experience will likely return to that business, and perhaps become loyal customers over time.
The key, according to Argue, is to exceed customer's expectations. She states that much of that can be traced to having a positive attitude towards those customers. Basically, it's the Golden Rule...treat others the way you want to be treated. "When you go to any of these places and you have a good experience, it just makes the day better," says Argue. And according to her, there is a big difference between adequate service and exceptional service.
Exceptional service often means giving customers more than they were expecting. That can mean anything from delivering a product or service faster or better, listening to customers in order to make sure they get exactly what they need, anticipating those needs, or even simple courtesies that help make the buying experience more pleasant. "I think a smile goes such a long way," bubbles Argue. Cathy Argue says the goodwill can become infectious. "I think when you have good relationships with people, you make a difference in their life," she says. Argue says those relationships can benefit both the customer and the business. "Good customer service is listening...building relationships as opposed to selling," adds Argue.
As so much of Kenora and area's economy relies on tourism, it's a valuable lesson that cannot be overstated. And according to Cathy Argue, sometimes the quality of service is the only variable that distinguishes your business from the competition. Sometimes, going the extra mile in terms of exceptional customer service can mean the difference between having a customer who leaves your business happy...one who leaves your business permanently.
You can contact Cathy Argue to find out how she can help your business at 548-9962.