Step Up with Mike Cameron


Michael David Cameron is a Canadian author, entrepreneur, philanthropist and advocate against Gender Based Violence. Cameron is known for his compelling speaking engagements, seminars, and various writing projects.

Mike is also the founder and managing partner of Axiom Mortgage, One of Canada’s largest independent brokerage firms. He is an active philanthropist, partnering with organizations such as Stop Abuse in Families (SAIF) society, and the White Ribbon Campaign. He is the Founder/Race Director of the Ignore No More Run for Respect, an awareness building, fundraising event focusing on engaging men and boys to open the discussion on healthy relationships.

Customer Service Tips: Magic Phrases

When it comes to customer service, we think of clients, vendors, and community partners. We skip over internal customers such as colleagues, supervisors, and supervisees. Both are crucial to respectful, productive, inclusive workplace cultures.

Too often, we feel thrown under that proverbial blame bus by a colleague or customer. Too often we pass the buck and are quick to shift the responsibility to others. We can do better.

Customer service is simple, not easy. Internal and external customer service failures are inevitable and a great opportunity to create trust. Some magic phrases, said sincerely, are key. A sarcastic tone, eye roll, or impatient gesture cancel the magic.


 Magic Phrases

Read moreCustomer Service Tips: Magic Phrases

Gold is a Very Rich Color: A customer service story about accountability

When we first came to this country as refugees from Cuba, my parents set about creating a new life for the four Gurri kids. This included buying a television.

My dad, who loved America, the pope, and Sears, headed to his favorite department store. We walked in to discover that there were no “TV experts” on the sales floor. As we turned to leave, a young employee in an ill-fitting suit hurriedly stepped up.

“How may I help you?,” asked Mr. Spiro.

Knowing nothing about electronics, Mr. Spiro couldn’t answer Dad’s questions. But with hoped-for authority, Mr. Spiro pointed to a big gold TV console in the sale section and said, “Gold is a very rich color!”

Amused and moved by his passion to be of service, my father bought a TV. No, it wasn’t the gold one.

Our family still quotes the earnest Mr. Spiro as a rallying call to be our best. In times of service failure in any department, customer service excellence strengthens customers, teamwork, and organizations.

What would you do?

Read moreGold is a Very Rich Color: A customer service story about accountability

Step Up with Shelly Francis

Shelly L. Francis has been the marketing and communications director at the Center for Courage & Renewal since mid-2012. Before coming to the Center, Shelly directed trade marketing and publicity for multi-media publisher Sounds True, Inc. Her career has spanned international program management, web design, corporate communications, trade journals, and software manuals. The common thread throughout her career has been bringing to light best-kept secrets—technology, services, resources, ideas—while bringing people together to facilitate collective impact and good work.

Shelly wrote The Courage Way: Leading and Living with Integrity (February 2018) on behalf of the Center for Courage & Renewal.