Circulaire Costco - 01 Septembre 2018 - 31 Octobre 2018 - page 20 - EXPIRÉ

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Circulaire Costco - 01 Septembre 2018 - 31 Octobre 2018 - Produits soldés - Thomson, Columbia. Page 20.
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Faites défiler le catalogue Costco valable du 01 Septembre 2018 au 31 Octobre 2018 pour découvrir les dernières offres. Sur les 117 pages du circulaire de la semaine actuelle, vous trouverez les meilleurs produits de la catégorie Hypermarchés et Supermarchés. Si vous tenez à réduire vos dépenses lors de votre prochaine visite chez Costco, n'oubliez pas de consulter l'intégralité des promos de la page 1 à la page 117. Si vous désirez faire des achats astucieux et économiser lors de vos prochaines courses chez Costco, ne manquez pas le dernier catalogue de la semaine, qui propose des prix incroyables et des remises exceptionnelles. Revenez sur Canadian Flyers tous les jours pour ne pas rater les formidables promotions proposées par vos magasins favoris.

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BUSINESSCONNECTION A three-step strategy for difficult customers COSTCO MEMBER Jeff Mowatt, a cus- tomer service strategist who runs jc Mowatt Seminars in Calgary, says cus- tomers can be mistaken for being diffi- cult when they actually have good reason to be upset. He explains, "First, they did not get what they were expecting. And second, now they have to take the time to address the issue. This is not what they signed upfor." How you respond can make the dif ference between continued loyalty and losing a sale. Mowatt advocates a sim- ple strategy: " can summarize it in three words: ownership, empathy, apol ogy" First, accept responsibility for the situation rather than blaming someone else. Second, let difficult people know you can see their perspective. "The Defusing difficult most powerful words we can use are 'that sounds frustrating. " says Mowatt. And third, say you're sorry for not meeting the buyer's expectation. Just be careful how you apologize, says lawyer Kathryn Frelick, a partner with Miller Thomson LLP in Toronto: "It's Focus on the behaviour, not the personalitwinces essentaly saytut really an art form." Legislation in a num an apology can't be used as an admis- sion of liability," she adds, so acknow BY GORD WOODWARD BEING A business owner can sometimes Set aside your own agenda and listen." edge the negative experience but steer make you feel like you're a magnet for dif Focus on the behaviour and explain hoaofamtting negligence-GW ficult people. Cranky customers and affects you employees can test yourpatience daily. "Be pleasant and keep an open mind," s John Graham, director of government To survive, remember the golden rule members? "A disgruntled employee can of conflict resolution. "Keep your cool. The relations, prairie region, for the Retail undermine your business," Graham says. person being difficult wants to be heard," Council of Canada (, Set consistent expectations for behaviour advises Costco member Eric Stutzman "because you never really know what their and monitor them. "While everyone has a bad day or mishandles a situation," Graham says, "businesses can help ensure they are providing a consistent customer C.I.M. Solutions in Brampton, Ontario,an experience through great training and day has been like." managing director of ACHIEVE Centre for Leadership & Workplace Performance ( in Winnipeg Costco member Sean Jennings uses that approach. Often. As president of Stutzman wrote a curriculum on dea ing with difficult people. In training semi IToutsourcing firm that runs ahelp desk, consistent reinforcement." nars delivered across the country, he he'sinthebusiness of teaches entrepreneurs how to effectively people. "In our industry, they don't cal dealing with difficult people manage patterns of behaviour rather than here happy. They're calling in not in agood focusing on the person behind them. with difficult There's one other key success factor for -especially those in yourpersonal life: understanding mood, [and they are] highly stressed. your role in the situation. The definition of a difficult person is He tries to find out why they're being “To really change the actions of a person we find difficult, we need to also difficult. "It may have nothing to do with "Nobody thinks of themselves as unrea- you, he notes. If that's the case, you can be examine how we have contributed," says sonable." Their behaviours can tell a dif a calming influence by helping themiden Stutzman. "The best way to do that is to ferent story. Anger, bullying and tify the source of their distress. If the pat ask them. Then we need to be prepared passive-aggressiveness are the most com tern of bad behaviour continues, you may to listen, manage our defensiveness and mon traits of people viewed as difficult. eed a stronger tactic. "We have fired one commit to acting in ways that better serve in the eye of the beholder," he say We apply the D-word quickly when or two customers in the last few years we're on the receiving end of such because they were very rude and aggres behaviours, says Stutzman. "Use the least sive," he adds. amount of judgment possible, he says. the other person and our own interests." C Gord Woodward is a writer and business author in British Columbia. And what about handling difficult staff SEPTEMBER/OCTOBER 2018 The Costco Connection 17

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