Tag Archives: Customer satisfaction

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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Prioritize the Customer….Not the Size of the Project

A couple of years ago, my wife and I were travelling and went to the Grand Ole Opry, in Nashville.  While we were there, we bought a poster that displayed the musicians that were playing that night, but was done in a style that had probably been used since the early days of this venue.

Given that the Grand Ole Opry is a country music establishment, I thought it would be interesting to frame this piece of art in a different way, than simply using a frame.  In particular, I thought it would be cool to mount it on barn wood—wood from a barn—to play with the country theme.  After doing a bit of research I discovered barnboardstore.com: a store known for selling barn board and what is generally known as reclaimed wood.  In addition to barn board, they are also known for selling wood with live edges—in other words, wood with bark still on it.  Both types of wood are high-quality, and can be used for furniture, floors, and walls.  For me, I only needed a small piece of wood because I had a relatively small poster.

When I went to barnboardstore.com, they were very accommodating.  Even though this was a small project for them they let me pick out a piece of wood with the nice colouring I was looking for.  They also spend a few minutes helping me size and cut it, so all I had to do was glue everything together and put the poster on.

Because they took such good care of me I kept them in mind for other projects. My wife and I are currently in the process of creating some built-in bookshelves, and we wanted the counter of the bookcase to be barn wood.  Just like my first experience the staff were extremely helpful, and came up with ideas that made more sense and were more cost-effective.  All the staff are a pleasure to deal with, and this was something exceptionally notable because in a day and age where many companies are just looking for the “big sale” and spend as little time as possible with customers with smaller projects, it’s nice to see a company that puts the customer first.

If you have a project involving wood, and are looking for something a bit different, I definitely suggest checking them out.

Barnboardstore.com
416-471-9452
http://barnboardstore.com/

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A Taste of Good Customer Service

Lady York Foods is a unique, one-off grocery store, often frequented by folks in the Italian and Portuguese community who live nearby. They’re well-known for their butcher shop, deli and cheese section, locally baked goods, and their produce. I also go there for seasonal items, like figs and fresh olives. If you happen to be making prosciutto, you can easily get the leg of a pig and similar items—all high quality.

Last Friday my wife and I decided we wanted to make a rack of lamb for dinner. I headed over to my neighbourhood Costco and much to my sadness and shock, they didn’t have any lamb in stock, which was a rare event.

Although they had other meats, my wife and I were both craving lamb. I put my thinking cap on and while I was at Costco, I called up Lady York Foods to see if they had a rack of lamb in stock. I spoke to a young, friendly guy in the butcher shop and told him what I was looking for.

When I arrived, it was all wrapped up and ready to go. I thanked the young man for his help and headed home, eager to start digging in. When I got home my wife opened the package and was surprised because it looked different from the usual rack of lamb.

Usually it’s Frenched so it looks very presentable, and so we were surprised it wasn’t Frenched already but we didn’t think anything of it. When we went to cook and slice it, we realized there was an extra bone in there, and when we went to continue slicing it we realized there was no actual meat, just bone and fat.

I called up Lady York Foods again and asked to speak to a manager. I told her there might have been some miscommunication and confusion, and that I was sold something that wasn’t butchered and properly presented for sale.

The young man from the butcher section told me to come in whenever it was convenient, and he would be happy to refund me. I took a picture of the lamb so I could prove I wasn’t yanking his chain and stopped by the next day.

When I approached him we ended up having a nice chat and he apologized for not having the product I was looking for, and for making me return to the store to get a refund. Lady York Foods was willing to step up to the plate to ensure customer satisfaction and the young man in the butcher shop was willing to make things right.

I showed him the picture I took of the lamb and we had a good chuckle. He ended up taking the picture for training purposes for the rest of the butchers.

I applaud Lady York Foods because they stood behind their product standards and readily refunded the money in the case of a simple miscommunication.

Lady York Foods

416-781-8585

www.ladyyorkfoods.com

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The Fabric of Customer Service

I first heard about Paul’s Tailors through a neighbourhood Facebook group, when someone was asking where to take an expensive dress to be altered. Even though there are a lot of businesses in the area, the majority of people in the group recommended Paul’s Tailors.

The business is a small, well-known store located on Bathurst Street, just south of Hwy 401. The store does tailoring, alterations, and cleaning. They work extremely efficiently and I was told they are less expensive, despite the high-quality workmanship.
They’ve been in business for almost 40 years. Even though it’s called Paul’s Tailors, it’s owned by Harry and Jack. Harry’s wife, Renee, also helps run things.

My first experience was several months ago when I got a new suit and needed to have it altered. Knowing that it is the go to place in the area, I headed over to see what they could do for me. Once I arrived, I learned that there are a lot of well known people that take their clothes to Paul’s for tailoring. From celebrities to athletes, including players on the Toronto Maple Leafs, all have their photos and autographs hanging on the wall.

Yet, Harry and Jack treat you with the same level of respect…whether you’re a celebrity or an average Torontonian.

My most recent trip to Paul’s Tailors is a great example of service and of a business thinking about the long-term. I was originally heading to another place that I often go to when I need something small stitched up, but as I was driving by, I thought, “it’s closer, why don’t I just pop in?” When I got to the door, I realized that they were about to close, but Harry immediately told me to come on in. I explained that my daughter had a purse and one of the straps had fallen off and that she needed it in time for an upcoming party. I explained jokingly that my daughter was upset about her purse and because my daughter was upset, my wife was upset, and everyone was taking it out on me. Harry laughed, said to me, “let’s take a look!”, and sat down at one of the sewing machines. In less than five minutes, he was back with the purse and it was looking like brand new.

He jokingly said, “Hopefully this will keep your wife and daughter happy,” and wished me a good day. I asked him how much for the purse, but he only told me not to worry about it and that he’d see me again some time.

Now, this is excellent service! Firstly, he repaired the purse right then and there, whereas he could have asked me to come back tomorrow. I would have been more than happy to pay him $10.00 or so to fix it, but he understands the value of a long-term business relationship. He knows that he kept me very happy and I’m certainly going to come back. On top of that, chances are, like I’m doing now, I’m going to tell my friends, family, and all sorts of people about how great he is to work with.

Paul’s Tailors has been successful for many years because they have the perfect recipe for doing business……high-quality workmanship, great customer service, and the understanding of the value of a long-term customer.

Whether it’s a quick fix-it or something that requires fancy alterations, I highly recommend Paul’s Tailors. He has my business all sewn up.

Paul’s Tailors
416-781-5366
http://www.paulstailors.com/

 

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