Tag Archives: Canadian Business

Leitner Headsets Stands Behind their Product

Although my blogs are often related to the Toronto area, or the region I live in, SQM is an international company, so I’m always excited when I have the chance to spread the word about businesses in other areas of the world.  Today, I’m glad to be able to put a spotlight on a company that is based in the United States, and ships their product to many other countries. 

Since I spend a good chunk of the day on the telephone, a number of years ago I decided that instead of straining my neck, I’d start using a headset (on a related note, wow does it make a difference….it is much more comfortable).  While I have had several different headsets over the past decade, last year my business partner hooked up a wireless version that is built by a company called Leitner Headsets.  The base is actually plugged into the phone, but the headset itself has no wires attached, and is charged when sitting on the base. 

While the headset is quite comfortable and reliable, over the past couple of months an issue has come up where the headset disconnects, lights flash, and it doesn’t work.  Since the headset wasn’t even a year old, I was getting mildly irritated, as I thought it would be a pain to fix, since the product was from the United States.  Nonetheless, I decided to call up Leitner Headsets to see what could be done.  On the first call, I was quickly connected to a gentleman, who immediately found my account.  He was extremely pleasant to deal with, and since he seemed to be quite knowledgeable, we ended up trying to troubleshoot to see if he could guide me through fixing the problem.  At the end of a short call, he told me that someone would check back with me in a couple of days to see if the issue was resolved, and if it wasn’t they would simply send me out a new headset. 

The very next day, the initial problem occurred again, but before I called them back, I decided to wait to see if I would get a call.  I didn’t expect anyone to call me back, but sure enough two days later, on the day that they said they would follow up with me, they actually did!  This second employee seemed confident that she could fix the issues, she asked if it would be okay to take me through some additional steps before sending me out a replacement headset.  Since the staff have a-can do attitude and the issues weren’t mission critical, I was fine with giving it another shot.

Again, the fix seemed to work for a couple of days and then I started running into the same issues again.  A few days later, I received another follow-up call, and when I explained to them it was still broken, they immediately said that they would send me a new headset. 

After the call, I received a couple of emails, including a note indicating that my headset was on the way, as well as a status update, and although they indicated that it may take up to a week before the new headset would arrive, three days later I received the package.  Even the package showed me that I was dealing with a customer-centric organization, as there were two stickers on the outside of the box.  The first, indicated that the package was “picked with customer love by Mitch” and “thanks for being a loyal customer since 2018” 

But that’s not all!  On the day that I finally got around to opening the box, much to my surprise, the company includes a handful of candies in the package  I can’t recall every receiving an added surprise, like this, and this small gesture certainly put a smile on my face. 

For these days where I’ve often said that successful companies stand behind their product, Leitner was great at troubleshooting and when they realized that wasn’t going to work, they sent me a replacement with no fuss, meaning no stress on my end. They have a great product and clearly a great culture that is focussed on customer service.  They are a pleasure to deal with, and I highly recommend them your headset and telecommunications needs. 

Leitner Headsets 
212-230-4525 
leitnerheadsets.com

 

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Unparalleled Experience

Several months ago, I heard about a popular Middle Eastern restaurant that had opened up in Toronto called Parallel. The restaurant is owned by the Ozery Brothers, of Ozery Bakery fame, and the creators behind the popular pitas that are available across the country and in some select locations in the United States. The Ozery Bakery has been around for more than 20 years and has grown from a small family owned bakery to a staple for alternative bread products. The Ozery Brothers’ new restaurant is sure to become a staple for Middle Eastern cuisine due to the great food, wonderful ambiance, and the overall unique experience that it has to offer.

Where the Ozery Bakery was the creation of just Alon and Guy; Parallel is a collaboration between Alon, Guy and their brother, Aharon. The addition of Aharon is apparent in how the space, location, and ambiance of the restaurant differs from that of Ozery Bakery. By having the three brothers all collaborate together, putting their individual skills and tastes into the restaurant, they have created a restaurant that is bursting with flavour and style.

Parallel itself is a small, open concept space that seats about 75 people. An interesting aspect of the restaurant is that it backs onto the kitchen, allowing diners to see what is happening behind the scenes. The decoration is minimal, though the art pieces that are on the walls, are statement pieces and draw the eye. The high ceilings and the trains that can be seen through the window, give the restaurant a chic, yet warm, ambiance that is reminiscent of a working, living warehouse.

Now, don’t be fooled by the location or the modern ambiance. The food is steeped in tradition, and the dining experience is based in community. The menu is all about shareable items and diners can share beer and food with the table. This adds to the overall experience and charm of the restaurant and makes Parallel a great place for a friendly get together, a date, or a relaxing night out.

The menu offers dishes that suit all likes and dietary lifestyles. Parallel offers gluten free, vegetarian and vegan friendly options, while also offering a selection of diary, gluten and meat dishes. The menu is not overly extensive, but there is enough variety that diners feel like that they can sample a wide variety of flavourful food, and non-alcoholic and alcoholic beverages.

The acquaintance who told me about the new restaurant raved about how great it was and told me that they had already decided to go back. They were very excited, but there was a problem; it was so busy, they had to make a reservation a couple of weeks in advance and they didn’t know if they would be able to wait that long. Now I don’t know about you, but when there is a wait list that long, I know that I have to go and see for myself what the craze is about.

So that’s exactly what I did… two weeks after I had made my own reservation.

When I arrived, my guest and I were immediately greeted and escorted to a table that had already been set. The server was great; they were personable, friendly, and full of suggestions. There was a great variety of food and beverages available, and the atmosphere was lively. The Parallel salad was tasty, and the fried cauliflower was amazing! The mushroom dish was unique and delicious. The flavours of each dish were mouth-watering and memorable. They were plated attractively and were a decent portion size; though, I will admit that I found the restaurant to be a little bit on the expensive side, the food and the experience was well worth the money. I can’t wait to go back again and explore more of their menu, because if the food is as flavourful as the cauliflower or the salad, I know that I am in for an exciting treat.

Living in Toronto means that there are tens of thousands of restaurants that are available to choose from; and it has become increasingly difficult to find a unique, fun, and delicious restaurant that stands out. That being said, Parallel is one of those restaurants that is unique, memorable, and different, and in my humble opinion, everyone should try it and see for themselves how great it is.

Parallel is closed Monday and Tuesday, but it is open every other day of the week, offering both brunch and dinner. So, whether you are looking to try a new type of cuisine, impress a dinner date, or have a fun, relaxing brunch with friends or family, Parallel is unparalleled in providing great food and a great atmosphere, and you should definitely stop by to check it out.

Parallel
(416) 516-7765
www.parallelbrothers.com

 

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Taking Customer Service Into Account

Sensors Quality Management Inc. is coming up to its 26th year in business. Many years ago, when we first started out, I was fortunate that a few of my friends in accounting assisted me from time to time when we needed help with the books….the dreaded financial books!

When we got to the point where we needed an actual accountant, I had initially reached out to my good friend and lawyer, Mitchell Rose, who immediately recommended a colleague of his who he had met during university: Brian Bossin.

Brian’s accounting firm is named Bossin, Tin Yan Chartered Accountants, and right from our first meeting 20 years ago, I knew that Brian was going to be the perfect fit for both myself and SQM. Brian was clearly experienced and knowledgeable enough to deal with larger corporations, but also patient enough and willing to work with smaller, local businesses.

Unlike the bigger firms that often nickel and dime you as soon as you pick up the phone, Brian and his colleagues are more understanding, and are willing to take calls without running the meter, or meet from time to time to provide advice and direction.

In addition to doing the accounting for SQM, over the years, Brian has also taken care of my personal income taxes, done taxes for other family members, worked on other business-related projects, assisted me with various government applications and paperwork, and played a role in providing me with advice on tax and estate planning.

During the 20 odd years that I’ve known Brian, it’s become increasingly clear that he is knowledgeable and experienced with many facets of both personal and business accounting, and for areas in which he is not an expert, he can often direct me to somebody who is. I know that his advice and expertise is just a telephone call away.

Whether you’re looking for somebody to handle personal matters or your business, I highly recommend you consider Brian and the team at Bossin, Tin Yan Chartered Accountants for all of your accounting needs.

Bossin, Tin Yan Chartered Accountants
416-492-8484

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Dialling Up Great Customer Service

Many of the blogs that I write about are based on my own experiences, and while I try to write stories about my travels and encounters outside of Toronto, I do realize that many of my topics are centered on the Greater Toronto Area.

However, this story is about a Canadian company, and while they are here in Toronto, they’re also right across the country. I’ve written about them in the past, but I feel like it is necessary to mention them again.

For many years, my cell phone and cable provider has been Rogers. One of the reasons behind this is because when I ran into a problem several years ago, I came into contact with a customer representative who was extremely helpful and kind. Ever since then, I’ve kept in touch and she’s always been able to help me out whenever I’ve been in a pickle.

In more recent times, she’s taken on another position within the company but has been thoughtful enough to direct me to employees as kind as herself. Back a few weeks ago, I had a software problem with my phone, which then turned into a hardware problem. I realized I needed a new phone and reached out to one of my new contacts at Rogers—John.

I first connected with John when I was looking to reduce some of the costs connected with my services. At the time, John made a few adjustments, so I ended up with more features and services while at the same time, reducing my monthly costs.

Fast forward to a few weeks ago, when my phone had died and I reached out to him in a little bit of a panic, because like many people, my phone was like my life and I needed it to be working for various reasons. On top of that, my phone was fairly new…only two years old…and should have been operational. Even though John works on the west coast, he got back to me within minutes of me sending him an email, asked me what the issue was, and told me that if I could give him a bit of time, he would work on a solution.

In less than an hour he got back to me and gave me a number of options—all but one of them involved a new phone without any extra charges or long-term commitments. Once I made my decision, I received my new phone just two days later and I was back up and running in no time.

You would expect a company in telecommunications like Rogers to understand the urgency of uptime, and clearly they do from the way that John and some of his other colleagues work.

To tell you how Rogers is evolving as a company, years ago if I had a problem with my bill, phone, or other services, and I had to call Rogers, the hair would stand up on the back of my neck because the entire process was often quite frustrating.

In more recent times, they seem to be changing with the era, and adapting to the growing need for good customer support. I now know that I can count on Rogers to stand behind their services, and support me when I need it.

Rogers
1 (855) 381-7834
www.rogers.com

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Ensuring You Use the Right Insurance Company

This week, I’d like to write a blog about Intact Insurance, however, I’m going to take a slightly different perspective on the subject.

Insurance is one of those industries that touches just about everyone, whether or not you own a house, rent an apartment, drive a car, or run a business. As one of my colleagues says, “you can never have enough insurance”. Most people deal with an insurance company or a broker on a somewhat regular basis, and while buying insurance typically comes down to the cost, I would think that it’s always better and easier to be dealing with an insurance company that has a good reputation in the industry.

Often times, I hear stories about insurance appraisers and adjusters that try to pay as little as possible for claims, or make it very difficult on one to resolve their claims or issues. That said, this story is meant to look at an insurance company from a different angle….

A couple of years ago, my 90 year old aunt tripped on a mat, fell, and broke her hip while shopping at a grocery store. As a result of this accident, a lawsuit was filed as my aunt was incurring a number of significant expenses associated with her injuries. As the lawsuit progressed, we began dealing with a lawyer for the insurance company that was representing the grocery store.

Although I often hear horror stories about dealing with lawyers in such cases, the lawyer representing my aunt was pleasantly surprised by the insurance company’s approach to handling the situation. While many insurance companies would have dragged the process out for as long as possible, given my aunt’s advanced age, all parties involved were looking for a reasonable solution so that my aunt could return to a normal life as soon as possible. While it’s difficult to put a price tag on such a terrible accident, and my aunt didn’t necessarily feel that she received as much money as she deserved, the willingness of the insurance company to move the process along was very much appreciated. It was truly a breath of fresh air to see both the lawyer and insurance company treat my aunt respectfully and professionally, while simultaneously looking out for their interests as well. After the case was settled, I took the time to call the President of Intact Insurance to acknowledge how their in-house lawyer handled this difficult matter in a professional and respectful way.

During the conversation, the President mentioned that Intact Insurance attempts to be a different type of insurance company, and treats people the way their employees would want to be treated themselves. While many companies in the industry say this, very few put their words into practice, however, I can tell you firsthand that Intact Insurance really does have this kind of culture and approach.

Again while I realize that purchasing insurance often boils down to price, I highly recommend that you at least look at Intact Insurance for your insurance needs. They are truly an excellent company to deal with.

Intact Insurance
www.intact.ca

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A Reye of Sunlight at the Gym

This week, I’d like to talk about a personal trainer who has gone above and beyond the call of a regular trainer.

For over 30 years, I have been a member of the Columbus Centre’s gym / fitness club. Over my time there I’ve gotten to know many of the staff and personal trainers. One of the trainers who I find myself chatting with about anything from sports, to business, to life in general, is a gentleman by the name of John Reyes.

John, works at the Columbus Centre part-time, a personal trainer, and has also recently become a registered kinesiologist. While the kinesiology work that he does is at a separate clinic and has nothing to do with the Columbus Centre, he often uses his knowledge, education, and experience in kinesiology when working with his clients as a personal trainer.

A number of weeks ago, I decided to pick his brain as I was having some difficulties loosening up, even though I stretch regularly. It just seemed that despite my ongoing efforts, I was extremely tight, which was impacting my ability to properly complete some of my exercise routine. John suggested a few stretches and within a short amount of time, these stretches seemed to be working, as I seemed to be improving.

A couple of weeks later, I came back to him again because I was still tight…I just couldn’t loosen up completely. Even though John was only there once a week, he would try and line up his times with mine, and take me to one of the fitness rooms where he would help me stretch. These kinds of stretches were challenging in that you need a second person to help do them properly.

We figured my loosening up would take a few weeks of stretching on my own, in addition to his assistance. True to his word, after some time I was once again making good progress, and returning to normal. While I’m sure other trainers could have assisted me with the stretches, I believe that John’s background in kinesiology very much helped get me moving in the right direction.

If anyone is looking for a personal trainer, or for someone to help them with their stretching and range of motion, I highly recommend John Reyes.

John Reyes
J-rey636@yahoo.ca

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Nothing’s Tougher Than a Burton

For transparency purposes, I will say right off the bat that the person I am writing about just so happens to be my next-door neighbour, however, this article is based on work that he has done for my family.

Back about three years ago, my 90-year-old aunt fell in a grocery store and broke her hip. Because we felt that the grocery store was responsible for her fall, we quickly decided to retain a lawyer who specialized in personal injury law. While there is certainly no shortage of advertisements for these types of lawyers on TV and in newspapers, I had the good fortune of knowing one who lives 20 feet away from me: Jonathan Burton, who works at Gluckstein Lawyers.

The fact that he was my neighbour and lived nearby was only one factor in deciding to use his services for my aunt. Jonathan has been practicing law for a number of years, and my research indicated that he was extremely experienced, well respected by his colleagues, and specializes in personal injury law. From the beginning, I could tell Jonathan knew how to handle the situation. Whether it was quickly drafting up a letter, scheduling meetings with my aunt and myself, or just organizing his work the way he does, I was able to see that I made the right decision.

Over the course of the case, there were certain objectives that needed to be completed, and Jonathan always made sure to give us the information and heads up in advance. He was always prepared for upcoming activities, and we could tell that we were in good hands.

A few weeks ago, we had a scheduled mediation. For those who are unaware, before you are able to arrange a date for certain types of trials, in Ontario, you have to participate in a mandatory mediation. This involves a third, unbiased party, working with both sides to find common ground. and a settlement that both can live with. It may come as a surprise to many, that the majority of cases are settled at mediation and never end up going to trial.

We were fortunate in that we had a good meditator handling my aunt’s case. Jonathan presented himself in a professional manner, and dealt with the mediator and opposing lawyer in a skillful way. The other party was open to a settlement, and after a few hours of discussion the case was settled.

I truly believe that one of the main reasons the case was settled was because of Jonathan’s reputation amongst his colleagues in the legal profession. Jonathan was never rude in his dealings, and treated people with respect and honesty. He was always willing to listen, however, he recognized that he was there for his clients’ best interests. I often hear of lawyers who are rude, bullies, and not open to discussion, however, when you take on tactics like these, I believe you do it at the disservice of your clients.

I wouldn’t wish my aunt’s situation on anyone, but if you do need a personal injury lawyer, I highly suggest Jonathan Burton.

Jonathan Burton
Gluckstein Lawyers
416-408-4252
burton@gluckstein.com

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