News

  • 13 Jun 2018 4:32 PM | Anonymous member (Administrator)


    The Top 10 Worst Things to Say to a Customer

    10:  "Want the Good News or the Bad?" 

    When customers hear bad news they tend to catastrophize. They become so focused on the obstacles that they don’t see the bigger picture. So when you have both good news and bad to deliver, begin with the good. That way they begin with the proper perspective.

    9. “Bear with us.”

    To customers, that phrase comes across as an order. It also implies that your service is something to be tolerated. When problems occur, it’s better to express appreciation than give orders. Instead, say:  ‘We appreciate your patience.’

    8. “We can’t…”

    Customers don’t want to hear what you can’t do. You need to move quickly to, ‘Here’s what we can do…

    7. “It won’t be here until…

    Similar to phrase #8, the wording here is negative. Instead, word your message positively with, ‘It will be here as soon as…

    6. “Yes, but…

    The word ‘but’ negates whatever precedes it. Responding to a customer with, ‘Yes, but…’ means you’ve started an argument. Instead, replace but with and as in, ‘Yes, and…”

    5. “Looks like shipping messed-up.

    Blaming other employees, departments, or suppliers looks like deflecting responsibility. You represent your company so take ownership on behalf of your entire team with words like, ‘Looks like we messed up.’Better yet state, ‘Your problem just became my problem. I’m going to pursue this until it’s resolved and you tell me you’re satisfied.’

    4. “Why didn’t…?

    Asking a customer why something was or wasn’t done is inviting them to start blaming. You’ll get answers like, ‘I guess so-and-so must have messed-up.’ It makes things worse. Next time you’re gathering information, ask who, what, where, when, and how questions. Don’t ask why.

    3. “Our policy is…”

    When foul-ups occur customers don’t want to hear your standard procedures. After all, mistakes should be a rare occurrence right? Instead, explain why the policy is there. If the policy doesn’t make sense, then obviously it should be changed. When training your team, make sure everyone understands which procedures are meant to be guidelines; not policies.

    2. “What do you want us to do?”

    The customer’s response to this question may be physically uncomfortable, ‘I’ll tell you what you can do with this product!’ Instead ask, ‘What will work best for you?’ Another option is to state, ‘We want to do the right thing. What do you think would be fair?’ Then, on top of fixing the problem add a slight extra that helps compensate customers for the hassle. That way you convert an upset customer into an advocate.

    1. “You jerk!” (or other colorful names when a customer swears at you).

    I believe employees are paid to take the heat; not the abuse. When dealing with a customer who is swearing at you over the phone, state, ‘Mr. X, I want to help you. But I can’t help you when you’re using that language. So, let’s resolve this without using that language.’ If they continue swearing, then say, ‘Mr. X, as I said, I want to help you but I can’t help you when you’re using that language. So, I’m going to hang up now. Please call back when you’re ready to talk about this without using that language. Good bye.’ Then, immediately brief your supervisor so they’ll be forewarned when the caller phones asking to speak with the manager.

    Bottom line – It’s human nature for employees to want to avoid dealing with angry customers. But in the real world of delays and occasional mistakes, avoiding confrontation is impossible. Now and then, things will go wrong. In too many organizations the default becomes, ‘You’ll need to speak with my manager.’ Of course, this worsens customer aggravation because it forces them to repeat themselves. And it makes employees feel like doormats. You’ll have happier customers and a more engaged workforce by equipping your team with simple communication tools to use when things go wrong.

    Jeff Mowatt is a customer service strategist, Hall of Fame speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com


  • 1 Jun 2018 9:44 AM | Anonymous member (Administrator)


    NEW CHAMBER GOLF EVENT ANNOUNCEMENT!

    "The World Championships of Sports" is the theme of what the Chamber hopes will become an annual golf and networking event. Each hole will have a different sports theme sponsored by a featured business. Organized by Chamber board members Cathy Forner of C4ner Management and Crystal Lanz of Lakestone Insurance, this event has been months in the planning. With Cathy's background in event planning for large sporting events like the upcoming Multi-Sport at the Lake Triathlon and Crystal's experience planning many successful Chamber events, you can expect a great time! 

    “We step into theme even before the tournament even begins with a tailgate party before registration served up by the board" -Crystal Lanz, Lakestone Insurance

    GOLF + DINNER FRIDAY JULY 13TH

    Included in the price of a ticket is 18 holes of golf, cart and steak dinner at Meadowlands Golf Course. The day begins with a tailgate party, then the games begin with a 12 pm shotgun start. Both members and non-members are welcome!

    “The Chamber is a welcoming community, so we encourage non-members to come on out to get a sense of what we are all about.” -Cathy Forner, C-4ner Management          

    EARLY BIRD PRICING UNTIL JUNE 15th!

    Until June 15th it is just $399 to register a team, or you can register as an individual and be placed on a team. This is a the perfect event to take your best customers, staff, friends and family to - though we can only accommodate 140 golfers.

    GET TICKETS

    SPONSORSHIP OPPORTUNITIES AVAILABLE!

    The Chamber has arranged for some fantastic sponsorship opportunities for businesses wishing to showcase their business at the tournament and start at $250 for a bronze sponsorship, $500 for silver, and gold sponsorship is $800 and businesses to sponsor a hole at the tournament - and there is just one sponsorship available to be the dinner sponsor and help out with emcee duties during dinner.  Any business who wishes to contribute a prize is welcome to!

    SPONSORSHIP INFO

  • 15 Mar 2018 11:01 AM | Anonymous member (Administrator)

    At Biz@breakfast on March 14th which was held at Days Inn - Original Blondies Restaurantorganizers of Multi-Sport at the Lake unveiled big plans for an exciting summer event. Sports tourism is great for business, so we wish them every success! There are plenty of opportunities for businesses in town to get involved - from volunteering, donations in kind, sponsorship, participating in the triathlon, and other creative ways to promote their business. For more information visit http://multisport.atthelake.ca.


  • 10 Mar 2018 4:26 PM | Anonymous member (Administrator)

    Thank you to all of the businesses who came out for our 2nd Annual Chamber Bonspiel, which is more accurately described as a Funspiel!  No matter what your skill level was, coming to this mixer is more about having a good time and spending time with some positive people in Sylvan Lake's business community.


    Organized by the Chamber Event Committee lead, Crystal Lanz from Lakestone Insurance with Big Daddy's Pizza as the lead sponsor supplying an fantastic meal of pizza, wings and ribs. Selfie station and door prizes were sponsored by Western Mobile and Office and Lakestone Insurance.

    Approximately 30 members chose to attend our first quarter mixer, with a mash up team of Sobey's and Lakestone Insurance taking home the trophy!

    Thank you to all of the businesses who came out to have some fun, make new connections and enjoy some Sylvan Lake Chamber camaraderie!




  • 7 Mar 2018 11:13 AM | Anonymous member (Administrator)

    In their January 2017 Board Meeting, the Board of Directors accepted a three year strategic plan to provide guidance for the board from 2018 - 2021.

    The four pillars outlined in the plan are;

    1. To foster sustainable organizational systems

    2. To enhance the culture and value of membership

    3. To support economic development efforts

    4. To become public policy influencers

    The one page strategic plan summary can be viewed in full here.

  • 6 Mar 2018 1:43 PM | Anonymous member (Administrator)


    At the Chamber Annual General Meeting on February 28, 2018 elections were held to fill board vacancies after out-going directors Doug McGill (60 West), Michael Williams (Western Mobile + Office) and Tyson Czuy (Adrenalin  Motors) fulfilled their terms as directors. All made substantial contributions to the Chamber and will be missed around the boardroom table!

    By vote of ballot Charlie Everest, Jeremy Martins, Kelly Stewart, Cathy Forner and Dwayne Stoesz were sworn in to serve on the Sylvan Lake Chamber of Commerce Board of Directors for a two year term.

    Top left to right:  Charlie Everest (Sylvan Lake Aqua Splash), Dave Phillips (MGT Management), Joel Johannson (Meadowlands Golf Club + Pro-Care Landscaping), Brad Bromley (Sobeys Sylvan Lake), Dwayne Stoesz (7 Points Media), Crystal Lanz (Lakestone Insurance). 

    Bottom left to right: Kelly Stewart (Rowanoak Law Office), Jeremy Martins (Coldwell Banker Ontrack Realty), Tracey Soroka (Executive Assistant),Keri Pratt (The Wood Shed Axe Throwing), Denise Bryan-Williams (Executive Director), Cathy Forner (C4ner Management), Kjeryn Dakin (Viva La Sirena + Bukwildz), Al Sztym (RoyAl Glass).


  • 30 Jan 2018 12:08 PM | Anonymous member (Administrator)
    The Sylvan Lake Chamber of Commerce Board of Directors currently has four vacant Director positions. These positions are two year terms.   Members who are in good standing with the Chamber are invited to apply for a position. For more information please contact the Chamber office.

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