Tag Archives: Amazing Customer Service

Behind the Scenes of Great Customer Service

Last week, I mentioned my daughter’s bat mitzvah, and the beautiful invitations that we sent out.  As part of the celebrations, we also wanted to jazz things up a bit, and so my wife decided to speak to somebody about décor options.

We didn’t want to have an overly fancy, lavish setup, nor were we interested in going crazy with our budget.  We did want to have a nice centerpiece on each table, some décor for the buffet area, a guest book so our daughter would have a souvenir to remember things by, and we also needed to have something for the table cards.  While some people go crazy depending on what type of celebration you’re having, we wanted to keep things somewhat low key but still elegant, whimsical and special.

Enter Lori from Behind the Scenes Creations. My wife had been referred to a few people, but as soon as she spoke to Lori, she knew she had found someone she could work with….something just clicked. Lori was creative, energetic, warm and understood our need to stay within our budget.

For the centerpieces, one of the themes throughout the function was the pineapple because it’s my daughter’s favourite fruit (and the symbol for hospitality). As a result, Lori put a pineapple on each table, on an attractive wooden platform, alongside a terrarium with cacti and succulents (another one of my daughter’s favourite things).  For the table cards, Lori handmade mini glass terrariums that mimicked the centerpieces, that were filled with live succulents.   Lori built stand up letters for the buffet, using flowers, for my daughter’s name.  Lastly, Lori suggested we put together a nice photo album (we did this at Costco) that everyone could sign.

With the exception of the photo album, Lori put together all of these items on her own.  Recognizing the manual labour that went into these pieces, I’m still amazed she was able to do this….and at an extremely reasonable price.

The telltale sign of success were the compliments we received.  Whether it was the comments regarding the centrepieces, the numerous people who asked to take a centerpiece (and the pineapples!) home and the many, many, MANY compliments on the table cards, Lori obviously is doing something right. If you’re in need of a superb event and decorations planner, someone that you will love working with, I implore you to consider Lori.  She did a fantastic job of bringing our vision to life for us.

Lori Himelfarb Weiss
Behind the Scenes Creations
416-566-6641

 

Add Comment

An Invitation to Great Customer Service

Several weeks ago, my daughter turned 13 and had her Bat Mitzvah. As part of the celebration, we had a luncheon for friends and family. In the lead up to the event, one of the things we needed to do was to send out invitations to all the guests. While everyone does this a little differently…by email, handwritten notes, online invitation services, etc…..my wife wanted to send out a professional, beautiful paper invitations that was appropriate for this particular celebration.

My wife spoke to a few of her colleagues and met with a few different invitation designers. One of them was Gail Agensky, owner of Paper Heart Custom Invitations. As soon as my wife met with Gail, she knew she was going to be “The Person.” Gail was always responsive in terms of calls and emails, she was creative, she was always available to talk even before we put down the deposit, and she was always making suggestions for the theme of the card. It was no contest…my wife decided we were going to use Gail for this work – she was the one that could create the elegantly whimsical invitation. My wife also loved the idea of supporting a woman in a small Canadian business.

In addition to coming up with a stunning invitation and envelope, she also suggested a thank you card, using the same style and theme. Gail even helped us design a customized stamp so everything would be tied together nicely. She was also reasonable in terms of price, compared to other quotes we received. Gail obviously knows that a combination of great work and reasonable pricing is the recipe for success.

Aside from getting many, many MANY compliments on our invitations, when we mentioned her name, people have said they know and use Gail, and have nothing but great things to say about her and the highest regard for her work.

If you’re looking for a creative person to do beautiful graphics, Gail and Paper Heart Custom Invitations should be your first and only stop!

Gail Agensky
Paper Heart Custom Invitations
(416) 781-6423

 

Add Comment

Beck Taxi: A Driving Force in Customer Service Excellence

Over the past few years, there’s been lot written about the taxi industry, both here in Toronto and all around the world. Most of the news and conversations I hear are related to newer companies like Uber and Lyft which promote themselves as a “ride share service” (I’m still trying to understand how they take cars of the road). While the taxi industry isn’t without its challenges, there are some great companies that are still involved in this business.

One of the best operators in the GTA, that is easily identified by its telltale green and orange vehicles, is Beck Taxi. Beck is a family-run business that has been in the industry of getting people from point A to point B for over 50 years.

Where some operators choose to do the minimum or near to the minimum standards required by laws and regulations, it seems to be part of Beck’s DNA to exceed the requirements, in an effort to provide an outstanding experience.

Whether it’s creating an app to keep up with technology (they actually had their app quite early on) and make their service more convenient to customers, putting their drivers through in-depth training (no longer required by law), or taking older vehicles off the road before they have to be replaced, Beck clearly strives to provide the best customer experience.

While there are always challenges associated with staff in the service industry, I find that Beck drivers and dispatchers are usually quite friendly, polite, and professional. I also find that for almost all cases, they’re safe operators of their vehicles and are respectful to others on the road.

Between increased competition, increased costs of gas, insurance, and other expenses, driving a taxi for a living is certainly not as easy as it seems. In this changing industry, Beck continues to do a wonderful job providing a very safe. comfortable, and enjoyable customer experience.

Beck Taxi
416-751-5555
http://www.becktaxi.com

* While I always highlight great businesses, for complete honesty and transparency, it should be noted that members of my family own taxi licenses that are leased / used by Beck.

 

Add Comment

The King of Ramen

Several months ago, I was watching a TV show called You’ve Got to Eat Here, which was highlighting a restaurant in the Toronto area called Kinton Ramen. Since then, the company has expanded to open several location in the GTA.

For those of you that don’t know what ramen is, it’s a unique Japanese dish that consists of soup, noodles, and a protein, all served in a big bowl at a bar or a small table.

The location that I’ve now visited a number of times is located on Yonge Street in between Sheppard and Finch. Every time I’ve been there, whether it’s for lunch or dinner, it’s always busy but despite the fact that every table is always taken, the line moves fast because people get served quickly, eat quickly, and then leave.

For the ramen, you have different options including thick or thin noodles and pork, chicken, beef, fish balls, and more for your options of protein. Everything I’ve tried arrives steaming hot, nicely cooked, and is super tasty. It’s also not an expensive meal, so two can dine for under $40.00 including tax and tip.

The staff at this location are incredibly friendly, knowledgeable about menu items, always willing to make suggestions, and work extremely efficiently. Within minutes of placing your order, your drink is delivered and if you’ve ordered an appetizer it comes hot and fresh, with your delicious ramen right around the corner.

Personally, I always chuckle when people are leaving, as all the staff shout “thank you” and “good-bye” in Japanese. The restaurant has a fun and lively atmosphere. I highly recommend it if you’re looking for something different and authentic, whether it’s a quick lunch, heading out on a date, or just grabbing a bite.

Kinton Ramen North York
(647) 350-7887
http://www.kintonramen.com/canada/

 

Add Comment

Doorway to Great Customer Service

Last week, I highlighted the company that installed my garage door and garage opener; however, I also recently had a very positive experience with the manufacturer of the garage door opener.  As mentioned in my last blog, I installed a garage door and opener about four years ago; however, over the last few weeks I started having an issue with the garage door opening at random times, whether it be day or night.

I called up Chamberlain to see if they could advise me on what the problem may be, and was immediately impressed with their customer service.  Whenever I’ve called their troubleshooting number, they’ve consistently picked up very quickly, and their staff are very friendly, extremely knowledgeable about their products, willing to help, and patient as they walk you through potential fixes and solutions.  They also always send me a follow-up email after the call, so I’d always have a record of the information and know what to do next.

In my case, during my first call the technician asked me for some information that I didn’t have available, so he waited as I climbed up a ladder to get the model number.  While there, he walked me through the process of clearing the memory and resetting the code in hopes of fixing my problem.  He also offered, and sent, the instructions to me, via email, after our call was completed so that I had directions in the event that I had to do everything again. Unfortunately, resetting everything didn’t work and so I had to call them back for more assistance on next steps.

The second time I called, I had an equally pleasant experience with the person on the phone, who also did their utmost to try and help me. I told them that I’d rather just replace the logic board (the brains of the operation) in my garage door because I was concerned about my garage opening in the middle of the night or while I’m not around.  While the technician I talked to was willing to replace the logic board, he told me he was 99 per cent sure that an intermediary step would fix the problem, and advised me to do this first.

Because I was so confident in this individual and the company behind them, I took a leap of faith and it turns out he was 100 per cent correct. It turned out the problem was not with the logic board, but another part.  Once I confirmed this, I called again, and without hesitation Chamberlain sent me the part with no fee and no cost despite my garage door opener being well out of the warranty period. The part arrived quicker than expected…less then a week…and ever since I’ve installed it I’ve had absolutely no problem.

First, I want to highlight that in a day and age where customers are constantly being placed on hold for long periods of time, this company clearly understands the value of people’s time, and even though they are a large organization my calls were still answered quickly.  Second, the customer support employees / technicians are able to understand something as specialized as garage doors, and easily walk the customer through fixes in a quick and easy manner.   To have multiple associates that are both pleasant and knowledgeable about the product is a unique quality in a company, so  Chamberlain must have top-notch systems and training programs in place.  Last, this company stands behind their product, which isn’t always the case in today’s manufacturing world.  Very few companies would send you a replacement part without hesitation or cost, but that’s exactly what Chamberlain did for me.

There is a reason Chamberlain is as big and successful as they are. My applause go out to Chamberlain and their entire team.  Well done and keep up the great service!

Chamberlain
800-528-5880
http://www.chamberlaingroup.com

 

Add Comment

Opening Doors to Great Customer Service

It was around five years ago when I was in the market for a new garage door that I met Steve Minakakis. Steve is an extremely talented one-man company, who owns and operates Maple Leaf Garage Doors. He happened to be living in my neighbourhood at the time and immediately came over, brought some brochures, and suggested a few different options. In addition his prices seemed to be on par, if not better, than several other companies. Steve had said he could do the job fairly quickly and so we chose him to install our garage door. He proved himself to be extremely responsive, available, and easy to work with.

Steve was also in charge of installing my garage door opener and in a unique demonstration of kindness, he offered to let me purchase the item myself and save a few dollars, as opposed to having him purchase it and charging me more for his services. Steve made several recommendations and told me where to buy the exact model, so I had no problem finding what I needed.

On the day he came to install everything he arrived promptly and on time, conducted his business efficiently and quickly, and within a few hours he was completely done. Not only did he get the job done, he set it up in such a way that it fit my needs. It looked good, had excellent safety and security measures in place, had a battery backup and a keypad, and it came with a remote.

Fast forward to a few weeks ago when I started having trouble with the opener. There seemed to be a ghost inside of it and as a result, my garage door had been opening on its own in the middle of the night or at different times of the day.

I ended up first calling the garage door opening company, Chamberlain, and they did some troubleshooting with me. With their help we finally narrowed down the problem. Even though the opener was out of warranty, Chamberlain sent me a replacement part free of charge. Since there was some wiring involved, rather than do it myself, I called up Steve for his expertise.

I asked Steve if he could come over at his earliest convenience. He had told me it might be a week or so, but I was pleased to discover that Steve had been able to swing by the very next day. I stepped into the garage after a long day’s work, and he had clearly been there because all of the parts had been replaced and the old parts were taken out and neatly put aside.

I immediately called up Steve and asked him how much I owed him, and he assured me that it had only taken a few minutes of his time. He said that I could help him out by leaving a review on HomeStars, so I did as well as highlight him and his services on the SQM Picks blog.

Steve has the right recipe to a happy customer: a good quality product, reasonable pricing, fast and efficient work, great customer service, and he doesn’t nickel and dime his customers. Steve looks at the bigger picture of growing his business by taking care of the little items that matter to the customer. I highly suggest Steve and his wonderful work ethic for any of your garage door needs.

Maple Leaf Garage Doors
416-856-8452
http://www.mapleleafgaragedoors.com/

 

Add Comment

The Grass is Greener with Scotts Lawn Care Products

For as long as I can remember, I’ve always taken great pride in my lawn. I vividly recall the day when we first bought our house, almost 10 years ago. The previous owners were an older couple and didn’t seem to take much care of the grass or do much landscaping. That first spring I spent countless hours pulling the weeds, fertilizing, seeding, and watering. I was satisfied when my neighbours commented how the house went from having the worst lawn on the street to the best.

While I do the work myself such as cutting the grass, landscaping, and taking general care of the lawn. I’ve had some challenges over the past two or three years. In particular, I’ve had chinch bugs. For those who don’t know, they’re very tiny bugs that eat the root systems of your grass. Then eventually your grass dies leaving nothing, but a brown patch..

Unfortunately, the only telltale sign that you have chinch bugs is when you start to see patches of grass that look dry and it quickly dies. Before you know it, it’s too late to do anything. While there are products on the marketplace that will supposedly kill the chinch bugs, most people will tell you it’s very difficult to get rid of the problem.

Last year, I managed to get rid of the chinch bugs loitering around my lawn, but a good third of my front yard was ruined.  As a result, I had to put down lawn seed and I typically use Scotts lawn care products. While hindsight is 20/20, I thought it was going to be much more work to put down sod, so I got a big supply of triple mix soil and a couple bags of lawn seed to see if I could rehabilitate my grass.

After a few fruitless tries, I sent up the white flag and called Scotts directly to see if they could help me out because despite all my efforts the lawn was looking absolutely wretched. I guess they got some entertainment in the way I approached them, and I ended up getting a call from Scott from Scotts. He is not in any way related to the owner of the company, but certainly knows the lawn care business!

Scott took some time to give me some helpful tips and suggestions. He told me they wanted me to be happy with the product and that it’s not usually the product, but how it is handled. Based on what I told him I was doing, it sounded as if I might not have watered it enough or used enough topsoil, and so he gave me some hints on how to effectively use the product.

Scott said I also might get a call from customer service, and that they might send me some more lawn seed. True to his word, the very next day I got a call from someone at their head office. They apologized for my disappointment with the product, even though I had made it clear that it had been my fault for using it incorrectly. The woman who called insisted on paying me back for the product and even sent me a cheque so I could buy more lawn seed.

Between them going out of their way to give me some helpful hints and reimbursing me for a product that was clearly not faulty, they’ve kept me extremely happy as a customer. Given that the hot summer continues to pose challenges to my lawn rehabilitation efforts, there is no doubt that I’ll be purchasing more lawn care products from them in the weeks and months ahead.

Between their excellent customer service philosophy and how amazing they are to deal with, I recommend Scotts for all of your lawn care needs.

Scotts
1-866-436-7645
www.scotts.com

 

Add Comment