Why Oprah's "Customer Service Superstar" Says Stop Overdelivering w/ Marc Gordon

Why Oprah's "Customer Service Superstar" Says Stop Overdelivering w/ Marc Gordon

What if the secret to customer loyalty isn't going above and beyond, but simply doing exactly what you said you would? We sit down with Marc Gordon, an internationally recognized customer experience expert dubbed "Canada's customer service superstar" by the Oprah Winfrey Network, to break down what drives customer behaviour and why so much conventional wisdom on the subject is wrong. In this episode, you'll learn the real difference between customer care, customer support, and customer service (and why most people use these terms incorrectly), why "underpromise and overdeliver" can quietly backfire on your business, and how independent retailers can compete with big box stores without competing on price. You'll also hear why frontline staff like warehouse and back-of-store workers can make or break the entire customer experience, and how technology should (and shouldn't) be used to keep the human element in the equation. If you care about customer loyalty, staff culture, competing with big box retailers, and building trust with your customers, this conversation is worth your time. Enjoy the show! Links: Supply-Build Canada: https://supplybuild.ca/ Marc Gordon: https://www.linkedin.com/in/marcgordondotca/ Website: https://marcgordon.ca/ Sponsor info: This episode of Across the Yard is brought to you by Falcon Equipment – Ready when you are. Visit www.falconequip.com or contact your nearest branch today. This episode is also brought to you by DeckRite Canada Sundecks – a smarter product for your yard. Learn more at deckritecanada.com

Building the Next Generation: Across the Yard with CAREERS Alberta S04EP20

Alberta has one of the highest youth unemployment rates in the country, yet many building supply businesses are struggling to find their next generation of talent. In this episode, we sit down with Stefan Rutkowski, President & CEO of CAREERS: The Next Generation, and Claudio Quinteros, Regional Manager, to explore how paid, school-supported internships are bridging that gap. In this episode, they discuss: • CAREERS does and how it connects high school youth to industry-based work experience • Why so many students don't know what career paths exist beyond university, and how parents and teachers shape (and sometimes limit) those choices • How CAREERS builds a youth talent pipeline for employers • The real success stories from inside the building supply industry • Practical realities of bringing on an intern: what funding is available, how Workers' Compensation Board (WCB) coverage works • The most common mistakes employers make (hint: treating an intern like a first-year employee). If you care about workforce development, youth recruitment, succession planning, and building a stronger talent pipeline for the building supply industry, this conversation is worth your time. Enjoy the show! Links: Supply-Build Canada: https://supplybuild.ca/ CAREERS: https://www.careersnextgen.ca/ Stefan Rutkowski: https://www.linkedin.com/in/stefan-rutkowski/ Claudio Quinteros: https://www.linkedin.com/in/claudio-quinteros-20544a54/ Sponsor info: This episode of Across the Yard is brought to you by Burrows Lumber. Proudly serving Western Canada and Ontario—Trusted for generations! Learn more at burrowslumber.com Also brought to you by HiLine Treated wood by West Fraser. Elevate inventory, elevate sales. Learn more at hilinetreated.com

When Innovation Meets Reality: Across the Yard with Quik-Therm Insulation S04EP19

Building something new sounds exciting until the market shifts, regulations change, the plan stops working, and you have to start again. This one gets into what it actually takes to build a Canadian manufacturing business and keep it standing when everything around you changes. Jesse Watson and Ryan Cullen join Liz Kovach to share the story behind Quik-Therm's evolution, from identifying a gap in the market to navigating code changes, rethinking products, and continuously adapting to create solutions that worked for both performance and practicality. In this episode, they discuss: • How Quik-Therm started and the original idea that launched the business • The challenges of building and scaling a manufacturing company in Canada • What happened when changing building codes forced them to rethink their entire product strategy • Why innovation alone isn't enough, and how adoption became one of their biggest hurdles • The role building science, education, and industry relationships played in growth • Why working on the business is just as important as working in it And a lot more! From product pivots and market uncertainty to building a culture that embraces change, if you're building, leading, or figuring it out as you go, there's something in this one for you. Let's get into it. Links: Supply-Build Canada: https://supplybuild.ca/ Jesse Watson: https://www.linkedin.com/in/jesse-x-watson-rsw-c-e-t-4273b267 Ryan Cullen: https://www.linkedin.com/in/ryan-cullen-4a516292/ Quik-Therm Insulation: https://www.linkedin.com/company/quik-therm-insulation-solutions/ Sponsor info: This episode of Across the Yard is brought to you by HELI Canada – Giving Canadian Business a Lift. Discover dependable material handling solutions at heliforklift.ca. Also brought to you by Regal Ideas. Inspiring homeowners, one deck at a time!

The Electric Shift in Forklifts: Across the Yard with Shaun Casement, Heli Canada S04EP18

Every equipment decision your operation makes carries real cost. The shift to electric forklifts is one of the biggest ones you'll face, and making it without the right information can set you back. This episode gives you the full picture. Shaun Casement, Director of Business Development at HELI Canada, joins Liz to break down: - What the switch from propane to electric actually costs - Why lithium batteries are becoming the industry standard - The mistakes most businesses make when transitioning their fleet - How electric equipment is improving efficiency and cutting maintenance costs - Why operator training matters more than the technology itself - Where automation and autonomous forklifts are taking the industry next Drawing on more than 15 years of experience in transportation and material handling, Shaun doesn't sugarcoat it - he tells it straight. If you manage warehouse operations, oversee a fleet, or want to stay ahead of where material handling is heading, this conversation is worth your time. Enjoy the show! Links: Supply-Build Canada: https://supplybuild.ca/ Shaun Casement: https://www.linkedin.com/in/shaun-casement-133b28378/ Heli Canada: https://www.linkedin.com/company/heli-canada/ Sponsor info: This episode of Across the Yard is brought to you by Sexton Group, your partner in building stronger business, together. Learn more at www.sextongroup.com This episode is also brought to you by Falcon Equipment – Ready when you are. Visit www.falconequip.com or contact your nearest branch today.

Risk, Resilience, and Retail Leadership: Across the Yard with Navjot Singh, Leader Hardware S04EP17

Nav Singh left city life behind to buy and rebuild a struggling hardware store in Leader, Saskatchewan. This episode is about resilience, risk-taking, and what it really means to build both a business and a community from the ground up. In this episode, Nav sits down with Liz to share his journey from immigrating to Canada at 18, to working construction jobs across Western Canada before stepping into entrepreneurship. He opens up about the setbacks, financial uncertainty, and steep learning curve of running a small-town hardware store where the owner wears every hat, from cashier and delivery driver to estimator and bookkeeper. The conversation also explores the realities of rural retail, the importance of supporting local communities, mentorship, succession planning, and why small businesses remain the backbone of towns across Canada. If you care about entrepreneurship, leadership, community building, small business growth, and taking risks before you feel fully ready, this conversation is worth your time. Enjoy the show! Links: Supply-Build Canada: https://supplybuild.ca/ Leader Hardware & Building Centre: https://www.facebook.com/leaderhardwareACE/ Sponsor info: This episode of Across the Yard is brought to you by DeckRite Canada Sundecks – a smarter product for your yard. Learn more at deckritecanada.com This episode is also brought to you by Burrows Lumber. Proudly serving Western Canada and Ontario—Trusted for generations! Learn more at burrowslumber.com