CMA Blog

Andrew Gayman

Andrew Gayman
Andrew is an associate at Charles MacPherson Associates (CMA) and the director of the Charles MacPherson Academy. He loves to write about customer service, trends in training, and the latest and greatest as it pertains to Household Management best practices. Andrew also appears regularly as an expert on customer service and etiquette matters in the media, including serving as a resident expert for CBC Fresh Air and Global Television's The Morning Show.

Recent Posts

Putting the L.O.V.E. in Customer Service

Posted by Andrew Gayman on Jun 20, 2018 8:00:00 AM

As a consulting and training firm, we live and breathe customer service - we can't stop talking about it. We are consistently talking about our good and bad experiences, championing the good ones and thinking about how we could have fixed the bad ones.

Often times service providers are too narrow when looking at customer service; "How quickly can I solve this?", "What does this person want?" and even "How can I get this person off my back?". Customer service providers forget to stop and ask the all important question, "How does this person feel right now?".

Good customer service is more than just fixing someone's latte order, it's about taking into account their emotions and how they feel. Customer service can be complex but when you take a moment to break down the situation from a physical and emotional component, it makes it much easier.

So why truly care about the emotional part? Based on a study conducted for American Express, it found that recipients of excellent customer service have the same cerebral reaction as if they were feeling loved. So now your customer, guest or principal feels happy and loved, and you've delivered excellent customer service.

And there's a bonus.

The positive correlation between delivering good customer service and a sense of general well-being is immense. Providing good customer service actually feels good. So as service providers, apart from our implicit goal of delivering exceptional customer service we should be striving to create more 'feel good' moments just for ourselves.

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Topics: Customer Service, Training, Consulting

Drawing a Luxurious Bath

Posted by Andrew Gayman on Jun 19, 2018 8:00:00 AM

Before you're thrown back into memories of a still life-drawing class, we're not suggesting you take pencil to paper and sketch a bathroom fixture. What we are suggesting is that you up your bath game, bubbles optional.

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Why we all need Spring Training

Posted by Andrew Gayman on Jun 18, 2018 8:00:00 AM

It's officially baseball season and we are just seeing the fruits of baseball spring training as home opening games are being played across North America. Spring training for most teams involves traipsing to a warmer climate, dusting off their gear and getting the players ready for the (un) official game of summer.

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Topics: Training, House Manager, Hospitality Skills