Tag Archives: Retail

Dickson Home Hardware Knows the Key to Success!

Storefront of Dixon Home Hardware

A few weeks ago I headed out to one of the big box stores in my area as I needed to cut about a dozen keys.

As one does in many large stores, I found myself wandering up and down the aisles in search of the key section. Once I found the area, I waited for a good five minutes, for an employee to come to help me. Since nobody came over, I continued my search up and down the aisles, looking for someone who worked there, who could cut the keys for me. Once I finally found an employee and returned to the key section, they told me they didn’t have the specific key I needed in stock but offered me a more expensive, fancier key with a logo on it. I’d hoped that, to earn my business, the employee would have offered to give me the more expensive key at the cheaper one’s cost, but they didn’t.

Since I wanted to keep the cost of the keys as low as possible, I left the store, but experienced similar challenges at another store in the same area. Suddenly it occurred to me that I should head to a small hardware store that had never disappointed me in the past, so without hesitation, I made my way to Dickson Home Hardware on Avenue Road. I had been to the store many times before and it amazed me as they always seemed to have what I needed even though the shop is a fraction of the size of a big box store. I really don’t know how they do it!

As soon as I walked through the doors a friendly employee was there to help me and, lo and behold, the keys I needed were in stock and less expensive than what I was planning on paying at the other larger stores!

The employees were polite, knowledgeable and friendly, and they quickly cut my keys and sent me on my way. As I was leaving I remembered I needed some topsoil and, to no surprise, Dickson’s had lots in stock at the same price as most other places I would have purchased it from. I bought the topsoil and without me even having to ask they offered to put it in the trunk of my car. In fact, one of the other great things about this small store is that they work on an honour system. They trusted that when I said I’d purchased five bags of soil that I was telling the truth and simply loaded them into my car, without checking inside or asking for a receipt.

Dickson Home Hardware is a great store that stocks everything the big guys have at the same, or sometimes cheaper prices. In addition to the fabulous staff, the store’s owner, Tony Dickson, is often there to chat with the customers and help out whenever needed. My takeaway from my experiences at Dickson’s is that sometimes you should consider supporting your local retailer. Even though they’re small, they’re just as good as the big guys. Dickson Home Hardware has never let me down. They have taken good care of me over the years and whether you’re looking for BBQ’s (they have a separate store that specializes in this area) or for something from the hardware store, I highly recommend them.

Dickson Home Hardware
416-487-4029
www.dicksonhh.com

 

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Putting the Fun in “Fundido”

Los Otates Restaurant in Cozumel, Mexico

As mentioned in my last blog, Cozumel, Mexico is one of the ports that I have had the pleasure of visiting during several cruises. Aside from scuba diving, one of my favourite things to do in Cozumel is eat at Los Otates, a local restaurant. Los Otates is an authentic Mexican restaurant, just off the beaten path, in an area that tourists rarely visit. If you didn’t know it was there…you would never find it!

I first learned about Los Otates five or six years ago while I was in Mexico with friends. Unfortunately, I was unable to visit the restaurant on that trip, but my wife was lucky enough to eat at this hidden gem. She raved about it and since that time, I too have eaten more than once. I always look forward to returning.

If I was to take you to Los Otates, you would probably think I am crazy based on its curbside appeal… because it has none. The restaurant is a small hole in the wall that has a green tin roof and a chicken wire fence on the side to close shop. The sidewalk leading up to the restaurant is in disrepair but it is in a safe part of town and the food speaks for itself.

Los Otates is the kind of place locals go to after spending a night on the town. All the taxi drivers know it and everyone ends up there, since they are open until four or five in the morning. Really – you want great food? Ask a taxi driver. These guys know their stuff.

They serve some of the best Mexican food I have ever eaten. They make the guacamole right in front of you, and melt the cheese for their signature dip, Queso Fundido, as you watch. There food is always fresh, served hot, and delicious.

Aside from the quality, you can’t beat the price! Whether it’s beers for a $1.40 US, or tacos for $2.50 US, you will leave extremely full without putting a big dent in your wallet. To put it in perspective, four of us stuffed ourselves silly, ordered beers and apple sodas and our bill only came out to $38.00 US. You just can’t beat that!

If you really want to experience authentic Mexican cuisine while in Cozumel, I really recommend that you abandon the tourist joints and head to Los Otates. They put the fun in “Fundido”!

Los Otatates
gerencia_mexico@losotates.com
www.losotates.com

 

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Sky High Customer Service

Recently Southwest Airlines was named as one of the Top Ten Most Admired Companies in the World, by Fortune Magazine. With that being said, I believe Southwest Airlines is a great company and I would like to share my recent travel experience with you. For transparency purposes, SQM does do business with Southwest Airlines and I know people who work for the company.

Years ago I started flying with Southwest Airlines because they had a reputation of being a low-cost carrier. Even though they aren’t always considered low cost, these days, I believe that the company still has a great reputation! Today they are known for providing travelers with very good customer service, empathetic employees who genuinely care about their customers and front-line workers who enjoy serving the public.

A few weeks ago I experienced Southwest Airlines recipe for success when my daughter and I became stranded at the Orlando International Airport due to bad weather. While we were waiting in line to speak with a Southwest employee, I noticed the staff made it a point to ensure that every customer was taken care of before the employees left the gate area. Considering we were all tired and upset, the employees did a great job ensuring each customer received the time and attention he / she deserved.

When I reached the front of the line, the employees made me feel like they cared about my situation and wanted to help. Together, the employees came up with a solution to get myself and my daughter to where the rest of my family was located (Buffalo). In addition to rebooking my flight as early as possible, they went above and beyond the call, to help me find a hotel for the night when they learned I was having difficulty finding one and noticed that my daughter was exhausted and upset. Within a few minutes they provided me with some contact information and I spoke to someone who gave us a very nice room and a special “stranded traveler’s” rate.

While there are many times in business where a customer is left feeling like they are just another number, I really felt like the Southwest employees added the personal touch to this difficult situation, making me feel valued and appreciated.

For those of you living in Canada, close to the border, I truly believe it is worth a short drive to the US to fly with Southwest Airlines. Southwest is a great company to fly with and I am confident that you will enjoy your travels.

Southwest Airlines
1-800-I-FLY-SWA
www.southwest.com

 

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How Starbucks Became my “Third Place”

Starbucks Secret Menu

When it comes to my caffeine fix, I will admit that I love Tim Hortons and always go there for my morning coffee. The coffee tastes great and I find it less expensive than many coffee shops.

That said, in more recent times, my visits to Starbucks have become more regular, since my wife and daughter enjoy a number of their drinks, including their “Secret Frappuccino Menu”. In addition, over the last few months, my daughter has asked me to take her to the local Starbucks so she can sip on a beverage and relax in the “big cozy chairs” after a day of skating or other fun activities.

Since I began sharing these experiences with my daughter, I have started to appreciate the Starbucks experience even more. Currently, I frequent my local Starbucks to catch up with friends, have informal business meetings, or get work done without the distractions encountered at my home or office. In fact, between the big cozy chairs, the free Wi-Fi, and some nice music playing, I’m wondering if I really need an office anymore!

During a recent visit, I was surprised to observe how many of the customers at the Bathurst and Joicey location were regulars. What was even more surprising, is how the employees knew many of these people by name, regardless of whether they were a manager, full-time or part-time employee. In addition to the personal touch, I also like how this location usually has seats available. Whether it’s the big cozy chairs, a table for two, or space at the communal desk, they have room for everyone!

I remember Howard Schultz, the founder of Starbucks saying that his goal was to have Starbucks be the “Third Place” in our lives…home being the first, work second and Starbucks third. Given my recent experiences, I see what he means, and I think that he might have succeeded.

So if you have some time to kill, want to catch up with friends, relax with a book, do some work, or just sip on a tasty drink, check out your local Starbucks.

Starbucks
1-800-782-7282
www.starbucks.ca

 

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Walmart’s Improving Customer Service

While many people shop at Walmart for deals based on low prices (but even that is debatable), I have never heard of anyone recognizing them for providing excellent customer service.  Today, I am going to do just that!

Over the holidays, we were cleaning out my daughter’s dresser drawers and came across a Walmart bag with a new pair of snow pants (with the tags still on) that were purchased last year.  Seeing how my daughter grows really quickly, these brand new snow pants no longer fit, so I decided to take a shot in the dark and brought the snow pants with me on my next trip to Walmart at Bathurst and Centre, to see if I could return them.

Surprisingly, despite it being a busy time of year, the line moved quite quickly.  When I got to the front of the line, I told the woman working that I did not have the receipt, so she tried looking up the snow pants in the system but couldn’t find them.  She then called over a manager who took the pants into the back room and returned saying the item would now scan into the system.  The woman immediately processed the return and gave me a store credit for the value of the pants.

Completely unrelated, a couple days later, my dad gave me a call and told me the bundle buggie I bought him three months earlier was broken since a wheel had fallen off.  I picked up the buggie and took it back to Walmart where I ironically spoke with the same woman who helped me with the snow pants.  She told me to go into the store, grab a new buggie and come back to her desk to process the exchange even though I did not have the receipt….again!

When I returned to her desk, she called over the manager to authorize the exchange, who did so immediately, and within a few minutes I was once again on my way…..and very pleased with how things were handled.

I must say how impressed I am with the employees and managers working at Walmart.  In less than a week, I had two great customer service experiences that demonstrate Walmart stands behind their products.  If Walmart continues to get their customer service right, they are going to be an even more successful company than they already are.

Walmart Canada
1-800-328-0402
www.walmart.ca

 

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Stellar Cellular is Truly Stellar!

Photo of Stellar Cellular's Storefront

Stellar Cellular is a small tech repair shop, located down on College Street near Bathurst.  The shop specializes in fixing mobile phones, tablets and computers, and is owned by Richard Martin, who always goes above and beyond to ensure his customers leave happy.  In 2014, I wrote about Richard when he fixed my Blackberry and gave me back the money I paid him because he felt badly that I had to drive to the store a few times before the service was complete.

Over the recent holiday season, Richard went above and beyond the call to help me, so I felt that I should once again let everyone know what a great business he runs.

Around 5 pm, on the Friday before New Years Eve my wife began having problems with her IPhone where she couldn’t hear anything unless it was on the speaker phone setting.  I told my wife not to worry and I immediately called Richard down at the store.

Since I had a positive experience in the past, I knew Stellar Cellular was where I was going to take my wife’s phone, but I had no idea what time he closes.  When I spoke with Richard that Friday night he told me he was closing up the shop in a few minutes, but asked me how far away I was from the store.  I told him I was about 15 minutes away and he said he would wait for me so he could look at the phone.

Upon arrival, Richard quickly diagnosed and fixed my wife’s phone.  He then realized there was a second problem and he was able to fix it within 30 minutes after we arrived.  When Richard handed the phone back to my wife, she breathed a big sigh of relief.

Let’s be clear though…..not to paint everyone with the same brush, but very few businesses would stay open, on a Friday night….let alone on a holiday weekend….to help their customers out.  Richard has always had the attitude of doing whatever it takes to take care of his customers, and this situation was not a rare event, but a common occurrence based on the way that he conducts business…..well done!

I’m really glad I discovered Stellar Cellular and highly recommend them if you ever need to get your phone repaired.  Their prices are quite reasonable, their staff are very knowledgeable, of course, Richard will do whatever he can to make sure you leave happy.

Stellar Cellular
647-350-7755
www.stellarcellular.ca

 

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Even I Like Shopping for Housewares…..Here’s Why

Photo of Cayne's The Super Houseware Storefront

Many years ago, when all of my friends started to get married, the bulk of them registered at Cayne’s The Super Houseware Store.  Cayne’s is located on Doncaster Avenue in Thornhill, and is known for selling high quality kitchen appliances and many other houseware items at the best possible prices.

Aside from providing the lowest price (at Cayne’s you never have to price match since the prices are already rock bottom), Cayne’s is also known for variety of other reasons, including:  having extremely helpful and knowledgeable sales associates working on the sales floor, supplying a large product selection, offering extended warranties to customers and stocking replacement parts of the items they sell.  All of this creates a recipe to ensure happy and loyal customers.

At Cayne’s it is always easy to find a sales associate to help you while browsing through the store’s aisles.  Don, is one of the managers in the store, and is an excellent source of knowledge.  He has been working there for as long as I can remember and aside from knowing all of the products Cayne’s sells, he is very familiar with competing products available on the market.  After speaking with Don I can guarantee that you will be able to make an informed decision on the best product for your household.

Recently Don helped me pick out a gift for my wife.  He helped me get the best market price and on top of that he told me how to apply for the factory rebate, which saved me even more….just don’t tell my wife 🙂

Another wonderful thing about Cayne’s is they stand behind the products they sell.  Cayne’s has taken it upon themselves, to include longer warranties (no additional costs), on many products which they sell, beyond the time frame given by the manufacturer.  In fact, on occasion, and depending on the circumstances, they have even accepted defective products after both warranties have passed.  Cayne’s believes in all the products they sell and wants to make things right for all of their customers.

Whether you are looking for a gift or something for your home, Cayne’s is a great place to check out.

Cayne’s The Super Houseware Store
905-764-1188
www.cayneshousewares.com

 

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