Idea of The Week: Let ’em eat chocolate?

>The Situation: Margaret was a difficult case. Agitated, combative, reluctant to eat, she would hit staff and fellow residents at nursing homes, and had been kicked out of several. All that changed when she reached the Beatitudes nursing home in Phoenix, Arizona. Chucking all the usual rules, Beatitudes allowed the 96 year old Alzheimer’s patient […]

Idea of The Week: Can a bank have a heart?

>The Situation: An email. From MD regular Joyanna Anthony (Hi Joyanna!). She writes: “I participated in a focus group two weeks ago. Topic: banking. The facilitator said a banker would join us and they would tag team the meeting – looking for the good, the bad and the ugly in terms of bank service.” Fast […]

Idea of The Week: WIND Mobile tucks customer care message into recruiting ad

>The Situation: This is so smart that I have to believe it’s intentional. It’s an ad. By upstart Canadian cell service, WIND Mobile. And its headline reads: “Hey people. We’re hiring people who treat people like people.” The text goes on to say, “WIND Mobile is launching in your city. And we’re looking to hire […]

Idea of The Week: Where would you walk slowly and touch everything?

 > The Situation: South Granville Street. Vancouver. A sunny Saturday. Perfect day for lunch at Ouisi (pronounced wheez-ee), which is short for Louisiana, which is short for spicy hot, delicious food), and a little walkabout. Which brings me to this week’s item.  > The Idea: The idea this week is to do exactly the opposite […]

Idea of The Week: How to make it impossible to say no!

 > The Situation: An email. From MD regular, Tom Duguay of Chartex, the distribution/packaging/palleting experts in Edmonton. It reads: “Got a call from COSTCO. The rep wanted to know if they could come by and make a presentation to our staff about membership.” Tom continued: “COSTCO is a great store. But who wants to spend […]

Idea of The Day: Wanna fight?

> The Idea: Here in Canada last week, the gloves were off – and it was down and dirty. Why? Because every year at this time, our homegrown coffee and donut behemoth, Tim Horton’s, holds its “roll up the rim to win” contest – recognized world wide as one of the greatest marketing campaigns ever. […]

Idea of The Day: How stories get around…

> The Idea: Someone named Laynie Kelly told a blogger named Drew McLelland – who told his readers (including an MD member named Chris Mapson, of Winton Global Homes) – about a cab driver named Frank.  Why? > The Key Point: Well, because Frank is a cab driver with a difference.  How different?  What different? […]

Idea of The Week: This guy saved my life!

 > The Situation: On the phone. With Barry Tupper of FPInnovations in Halifax. Planning a seminar series for his members (people who make beautiful things out of wood before they sell it) in Newfoundland. This is exciting. A chance to get back to the rock. But that’s not today’s item. The item is a little […]

Idea of The Day: They do it for staff – why not for customers?

> The Idea: I needed an ink cartridge. My usual computer shop didn’t have it. In fact, their stock of cartridges could be called skinny at best. So. I drove to a nearby competitor’s store. They had what I needed now, and what I will need in future. Good find. Cheerful clerk. “First time with […]

Idea of The Day: A passion for ‘Junk Style’ & ‘Shabby Chic’

> The Idea: Last week I told you how HomeGoods stores engage customers by inviting them to share photos of the unique pieces they buy – once they are in place in their homes. This week, a twist and turn finds us in our own backyard, here in Langley, BC. After reading last week’s article, […]