One thing I enjoy most about being an entrepreneur in Edmonton is the opportunity to participate in a variety of networking events in and around our provincial capital. I appreciate the opportunity to be “social” with fellow members of business organizations and their guests, such as a great conference about mergers and acquisitions a week…

EDMONTON, AB — Is your business the one everyone’s talking about? Does your company deliver the kind of Remarkable Service that keeps customers coming back – even when the competitor down the street is offering a similar product at a significant price reduction? It’s a tough time to be in business in Alberta. Plunging oil…

In order for a company to put its best foot forward, it must set an example of customer service behaviour from the top. Implementing a positive and fun company culture will instill loyalty, drive, and ambition in all employees and ensure that they work hard for the company that they ‘love’ to work for –…

“Our number one priority is company culture. Our whole belief is that if you get the culture right, most of the other stuff like delivering great customer service or building a long-term enduring brand will just happen naturally on its own.” – Internet entrepreneur and venture capitalist Tony Hsieh Most companies list customer service as…

I am very fortunate to work with many business leaders who celebrate great team members at all levels of their organization. It’s not rocket science to understand and appreciate the strengths and value of each and every individual – from the executives in the corner office to the front of house staff.  It seems simple enough, but too often we may…

The first Thursday of each month features a “best of” X5 Management blog. The intent is to showcase and revisit some of our blogs from the past. We hope you enjoy them! Have you ever thought about attempting to measure the return on your customer service investments? Is your organization aware of the lifetime value…

This story is often attributed to Chinese leader, Chou En Lai, and has been rewritten in multiple forms by authors unknown. As the story goes, there was once a farmer and his only son in the days just before the Civil War. Having only one horse, the farmer and son worked long hard days, sun up to sun…

Christmas eve has arrived! It’s hard to believe that Christmas 2015 is upon us and 2016 is just around the corner. As the team at X5 Management reflects on the past year, we are taking the time to think about all of the things we are grateful for in 2015.  We are especially grateful to…

I am blessed to call Bruce Kirkland, Dealer Principal at Lexus of Edmonton, a friend. I am in awe of his community support and how he continually instils excellence in his team by delivering Remarkable Service to Lexus of Edmonton’s valued customers (a.k.a. guests). During an interview with X5 Management, Bruce shared his perspective on Customer Service…

In my previous X5 blog, I discussed five characteristics of success that contribute to the development of great sales teams. In this edition, I build upon each of those characteristics and discuss how you may apply those principles to your business and sales/service teams. 1. Hire Great People You need to know the skills you…

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