Living in Alberta, plans and dreams of winter getaways bring hopes of stress free days discovering new things, relaxing on a beach and enjoying time alone or with loved ones.

SCREECH! (Nails on blackboard)

No one told me or I somehow forgot about the stress I'd encounter with many of the agencies providing these getaways. After one week of working with three separate companies, a trip was finally booked to go to Alaska, which were it not a family reunion, I would cancel given the poor service and lack of ethics by the service providers.

As a consumer is having the product more important than the service and treatment we receive? The cruise company and booking agent are not concerned about losing my business as there is a large pool of people to draw that allows them to remain in business. Customers need to be constantly on guard or we get caught in the small print.

I read a good article recently on leaders accepting responsibility for their mistakes and how their standing actually improves as a result. Something the service industry could learn from. Perhaps instead of thinking "I'm right," a simple apology "I've made a mistake. May I correct that for you?" would go miles towards building customer loyalty.

Is this why we are surprised when we receive good or exceptional customer service? I had two great experiences regarding this on my last vacation. While en route to Brasil, I needed to find of a charger for my camera battery. I stopped at Radio Shack in Toronto Eaton Centre and the salesperson assisting me advised that the misplaced charger would cost over $100 to replace. However, he provided me with an excellent option supplying me with a charger that voltage convertor and allowed me to charge the battery in the house or in a vehicle. Cost was $38. He listened to what I needed and provided a solution which more than met the need. There is an added bonus: I am now able to use it to charge my iPhone while driving.

While visiting in Arrail d'Ajuda, Bahia, my daughter and I met an outstanding business owner. Outstanding because although we spoke no Portuguese and Maria spoke no English, she understood what we were looking for, let us know that she did not have it available but asked us to return two days later before noon. All this took place using sign language and pointing. When we returned in two days with a native Portuguese speaker, the black bikini bottom in the size indicated was waiting. We learned that Maria had it custom made for my daughter and kept it set aside, so that no one else would sell it. During the many years I worked as a shopping centre Marketing Director, I had the opportunity to hear of some good customer service but usually we received more complaints about poor service. Until I met Maria, I never experienced this level of commitment to meeting a customer's requests.

In a recent discussion about customer service, a friend and business owner, who recently returned from a holiday in the Bahamas, stated that as Canadians we have much to learn about customer service. She believes service providers and retailers in the Caribbean have mastered it. In over 60 countries, earnings from tourism accounts for 30% of national income according to the Association of Caribbean States. This may explain their commitment to providing exceptional service ensuring that visitors will return and hopefully bring their friends. Everyone judges situations using their past experiences as benchmarks according to Merge Gupta-Sunderji. As Canadians have the opportunity to travel and increase their knowledge of excellence, we grow to expect and demand a greater commitment to customer service from Canadian retailers and their employees.

Until that happens, we need to ask more questions and be sure to check the fine print. Be sure you are satisfied then you will be able to have a great time lying on a beach, cruising or whatever adventure you choose.