Tag Archives: 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

 

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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

 

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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.

 

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The Appreciation Series: Nurses

Similar to my last post, where I highlighted an amazing group of people, as a follow-up to that theme, I’d like to give a shout-out to nurses.

Unfortunately, from time to time I’ve had to be in hospitals with friends and family members and while I have previously complimented certain organizations, in this case I’d like to show my appreciation for a particular profession.

Whether it’s the emergency room nurses who may find themselves overwhelmed on a Saturday night, nurses who are dealing with people who may have mental health issues or just the common flu, nurses who deal with kids, crying babies, or older folks who are upset, they certainly are a special group of people. Somehow, they manage to balance many different demands, whether it’s people, technology, or understanding medical science—they are, in a manner of speaking, professional jugglers.

In addition to those working in hospitals, there’s also some different characteristics (which are no less important) for nurses working in long-term facilities or rehab facilities where the jobs are just as demanding, but require a somewhat different skillset for patients and families.

From my experience, it is clear that there’s more to nursing than just giving out medicine and changing bed pans. In business, I often say that there are people out there who are a jack-of-all trades and a master of none, but when it comes to nurses, they have to be a jack-of-all trades and a master of all.

Between high taxes and lots of other public services that require funding, I’m not sure if it’s realistic for nurses to be paid what I believe they’re worth, however I honestly and truly appreciate their commitment to their profession and the vital work they do.

To all of the nurses out there, thank you, never stop caring, and keep up the great work!

 

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Who Doesn’t Like Brunch?

We all have those lazy Sundays when we get up late, and look forward to having a hybrid meal that is not quite breakfast and not quite lunch. Here are some of my recommendations of some great places to go to in the GTA for a nice brunch. After all, you have to take a lazy, personal day, once in a while!

Aunties & Uncles – One of the best brunch places around! The restaurant is near College and Bathurst and serves up a perfect combination of breakfast and lunch items. Choose from your good o’l’ pancakes to your basic sandwiches. It’s open from 9 am to 3 pm, and the restaurant only takes cash.

The Stockyards – Located on St Clair Avenue West, The Stockyards is a small, restaurant that specializes in smoked foods, but has a number of other awesome items on the menu. When it comes to brunch, they are known for their fried chicken and waffles as well as their smoked trout sandwich, biscuits and sausage. Of course, you shouldn’t rule out their amazing brisket as well.

Starving Artist – If you’re in the mood for something casual, one person at the office recommended Starving Artist. The whole menu is waffles (even the desserts), but you can get different kinds of waffles like benedict waffles or sandwich waffles. They have a great way of presenting the food, and it’s a fun place to go to!

Rose and Sons – Rose and Sons is a delicious deli place that has a tasty brunch menu, with things like the New York cheesecake pancakes, pastrami, and chopped steak and onion grilled cheese. This small restaurant is on Dupont Avenue and while a bit pricier then other delis, it’s well worth it.

Centre Street Deli – For those of you who can’t make it downtown, there’s a local deli in Thornhill that serves a variety of chicken and beef platters and sandwiches. Although they are known for their smoked meat sandwiches, their breakfast menu also includes eggs, bacon, toast, pancakes, and omelettes. It’s an easygoing family-friendly location – perfect for something delicious and casual.

Rol San– If you like dim sum, this is the place to go! The restaurant is located on the east side of Spadina Avenue, two blocks north of Dundas, across from Kensington Market. If you swing by on a weekend, be prepared to wait a little due to its popularity. The dim sum menu is expansive, but you also want to try some of their other dishes from the regular menu. Get a taste of some authentic Chinese food and consider visiting Rol San.

Steve’s Restaurant– Steve’s is a classic restaurant, and while the original location on Bathurst Street closed a couple of years ago, their second restaurant on Yonge Street, in Thornhill, is still very much up and running. Their famous all day breakfast menu is to die for, with things like back bacon and eggs, New York steak and eggs, and a great club sandwich. They also serve up a mean omelette, with pancakes, crepes, and waffles to choose.

Easy Restaurant– In Parkdale, on Queen Street West, you’ll find Easy Restaurant. They specialize in Mexican food and have an all day breakfast menu with amazing omelettes. Choose from breakfast burritos, a breakfast quesadilla, or a guacamole BLT.

Maha’s– If you’re in the mood for something different, look no further then this popular restaurant which serves up Egyptian food. Try the Egyptian falafel, Maha’s award winning lentil soup, or the Cairo classic. The service is friendly, the menu is unique, and I’d definitely recommend Maha’s if you’re looking for something other than bacon and eggs!

 

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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/

 

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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

 

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