Author: David Lipton

About David Lipton

David Lipton is President and co-founder of Toronto based Sensors Quality Management Inc. (SQM). SQM is a Toronto based company which assists organizations in improving their customer and employee experiences, by providing the truth. SQM offers its world-wide clientele a variety of programs and services, including: Mystery Shopping, Quality / Service Assurance, Market Research, Field Merchandising, Online Feedback, and Internal Audit Software. David can be reached at 416-444-4491 or davidL@sqm.ca

Microsoft Generates Accessible Customer Service

Recently, I had a great experience with Microsoft, which I wanted to share with everyone.

Presently, I am working on a project which involves another company, another website, and Microsoft Outlook managed email. This not an email address that I use very often, so sure enough I had an issue where I forgot the password. The way Microsoft works when attempting to retrieve your password is all processed automatically, so I had to reply to an email with answers to their questions, in order to verify that the account belonged to me.  At some point, a representative would look at the information I provide, and decide whether this account had belonged to me, or whether it is just a spam.

Since I didn’t use the email too often, I didn’t have the information the automatic emails were requesting, and started to worry about gaining access to the accounts.  In a last ditch attempt to get the work back on track, I decided to call Microsoft Canada, directly, to see if they could assist me over the phone.  Surprisingly, I managed to connect to a real, live voice at the head office switchboard.  The fellow who answered the phone was pleasant to deal with, and after I explained my challenge, he connected me to someone else, who he felt could assist me.  Since this was not successful, I returned to the switchboard, at which time, he took some details about my situation, and indicated that he would have someone contact me as soon as possible.  Within a day, someone had emailed me back, asked me a few questions about my account, and a day later I was back, up and running, with access to my email.  The very next day this same employee managed to get me access to a second email address.

For a large company, that is technology focused, Microsoft was a pleasure to work with.  Unlike many other websites, and tech companies, that only seem communicate with their customers, online, it was nice to receive that one on one customer interaction, over the phone, rather than dealing with a crisis situation through an automated voice recording  or email.  They provided great customer service and delivered results quickly and effectively during a stressful time.  It is truly reassuring to know that a large company, such as Microsoft, is available, accessible and truly willing to help out when a customer is in need.

 

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Changing Lives… One Pair Of Socks At A Time

Even before SQM was founded, 21 years ago, both co-founders, David Lipton, and Craig Henry, were actively involved in supporting a variety of charities and charitable causes.

One of their long standing charitable initiatives dates back, over 15 years, when they moved their office into the Don Mills and York Mills area in Toronto.  At that time, both co-founders and the SQM staff, teamed up to start a holiday toy drive, by collecting items from neighbouring offices, and distributing them to various organizations.

After six years of donating toys to children, they realized there was a need to help a local teen and women’s shelter, so they began collecting other items, including movie tickets, board games, beauty supplies, and hair products.

In more recent times, SQM has become involved with an organization called Ve’ahavta. They are a Canadian Humanitarian and Relief Organization that is on a mission to reduce the negative impact of poverty on health and to make a difference in local communities.  One of Ve’ahavta’s initiatives is the van outreach program called The Mobile Jewish Response to the Homeless (MJRH), where they deliver food as well as thousands of new T-shirts, jackets, socks and TTC tokens to the homeless.  In addition to collecting food and clothing, staff from SQM, and other local groups volunteer to spend an evening on the van, assisting in distributing items and supporting the homeless in a variety of ways.  As David Lipton, said, “this is an eye-opening experience, and you see the city in a different light”.

As a result of their involvement with Ve’ahavta, David learned that one item which is always in need, but often overlooked, is socks.  Socks are a valuable and precious part of our every day wardrobe, but supporters often focus their attention on donating warm weather clothes, such as toques, gloves, and coats.

To assist Ve’ahavta in their efforts, like last year, SQM is holding a Holiday Sock Drive.

For those that would like to participate, we ask that you:

1.  Send new and unwrapped pairs of socks, to our office
or
2.  Send us retail gift cards, which we will use to purchase new pairs of socks

SQM staff will take care of the rest of the work, packing and shipping the items off to a fantastic and hard working charity.

Socks and gift cards can be sent to:

Sensors Quality Management Inc. (SQM)
156 Duncan Mill Road, Unit 19
Toronto, ON  M3B 3N2

If you have any questions, or require additional information, please feel free to call us at 416-444-4491.

Together we can make a difference in our community!

 

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Robert Ashley- Cut To Perfection!

If there is something everyone should have, it’s a good hair stylist, and for the past 25 years, I’ve been going to Robert Ashley Hair Design & Aesthetics, where the owner, Robert Ashley Forester, has kept me looking my best.

Robert (or Ashley as he’s known to his customers) opened the salon 30 years ago after learning his trade at the House of Lords, and currently has six hair stylists and one esthetician working in the salon. The salon is a fantastic place for the whole family, with women coming for blowouts, colouring and fancier styles, guys coming for a quick buzz cut, and the kids getting a lollipop along after their haircut.  Not only do they give great haircuts and provide exceptional service, they do so at reasonable prices.

One of the reasons I’ve been going to Ashley’s salon for all these years is his flexible schedule.  He frequently makes accommodations for me to fit an appointment in during my busy schedule, and in a few instances, he has actually opened 30 minutes earlier, on Saturdays so I can come by before he gets busy. What’s more, although his salon is closed on Sundays and Mondays, the only time Robert has opened his store on a Sunday was to cut my hair for my wedding day. Not only did he go above and beyond to accommodate my special request, he made me look great for this special occasion.

Ashley and his talented team not only give great service, they also do a lot of charity work.  Aside from sponsoring various sports teams, for children, they occasionally have Donation Days, where they donate a portion of the day’s sales to a worthy cause.

After all of these years, my experience at Ashley Hair Design has not changed.  The only thing that has changed is my hair.  I like to joke around with Robert saying “I should get a discount for having less hair,” to which he responds with “I have to spend half the time looking for your hair, and the other half to cut it.”

Robert Ashley Forester
Robert Ashley Hair Design & Aesthetics
​777 St. Clair Avenue West
Toronto,  ON  M6C 1B7
416-653-0067
www.robertashleyhairdesign.com

 

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Support One Tough Cookie!

one tought cookie

As you all know, I’m a bit of a foodie. While I often lead you to my favorite places to eat, I wanted to take a different approach today and send you to a little bakery- not to support my addiction to sweets, but to support One Tough Cookie Fund, and one brave little girl.

A very dear friend of one of our SQMer’s is currently fighting a battle. Their 9 year old daughter, Jessica, has a brain tumor and she is courageously fighting her battle every day. I have a 9 year old daughter myself, and I cannot imagine what this little girl, or her family, are going through. Despite this unfortunate situation, Jessica remains brave and her doctors have called her a “tough cookie”, which paved the way to the name of her fund that is supporting Brain Tumor Research.

The One Tough Cookie Fund in support of Brain Tumor Research is currently being fueled by the Petal Dust Bakery on Bathurst. Laurie Waldman, the owner of the Petal Dust Bakery, has been gracious enough to sell cookies all through the month of November. They’re beautifully decorated, and absolutely delicious! Trust me, I’ve tried a few of them. These delectable cookies are only $3 and 50% of each sale is donated to the One Tough Cookie Fund! I feel a little less guilty for scarfing down a few cookies knowing that they were going towards a great cause!

If you would like to contribute to Jessica’s One Tough Cookie Fund in support of Brain Tumor Research, visit the Petal Dust Bakery on 9301 Bathurst Street in Richmond Hill. But wait! Before you make the trip to RIchmond Hill, Laurie Waldman advises that you call ahead of time to see if they have the cookies in stock since they are selling out fast!

So what are you waiting for?! Head to the Petal Dust Bakery to get One Tough Cookie… or maybe a few 🙂 Support the cause and let’s help Jessica in her fight against brain tumors!

Petal Dust Bakery

9301 Bathurst Street

Richmond Hill, Ontario

L4C 9S2

905-237-6233

info@petaldustbakeshop.com


 

 

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Customer Service That’s As Beautiful As The Sunset At The Seaside Restaurant

During the summer, I decided to take a trip to the east coast of Canada with my wife and daughter, along with another family.  During our trip through the Maritimes we found ourselves in Cape Breton to drive along the Cabot Trail.

Up until this point, my wife and I found the food to be very underwhelming at all of our stops along the way. My wife is a chef, and I have experience in the food and hospitality industry, so maybe our standards were a bit high, but we were both looking to find better food during the course of our travels.  When we arrived in Cape Breton, there were not many dining options available, so we weren’t expecting much from the Seaside Restaurant, but we were all in for a lovely surprise…

The Seaside Restaurant is an amazing dining option attached to the Island Sunset Resort. The restaurant itself is simple, but offers a beautiful view of the sun setting on the ocean for all of it’s guests. They also featured an open-kitchen concept where you could see the food being made fresh and right to order.

The real star of the Seaside Restaurant was the menu and the quality of their food. They featured a diverse array of menu items ranging from pasta dishes to steak, and rack of lamb to seafood.  If the food wasn’t a good enough reason to love the Seaside Restaurant, then the service was another!  The servers were very accommodating of the two children by serving them half portions of the pasta dishes and including drinks and deserts.  As for the adults at the table, we all thoroughly enjoyed our meals, with everyone agreeing that the coconut shrimp was delicious, the seafood linguine was well-made, and the rack of lamb was to die for.  To cap off our lovely evening at the Seaside Restaurant, we all decided to order some home made desserts.

Once the bill arrived, I was expecting a bit of a steep price for all of the delicious food that we had, but I was very surprised to see that everything was reasonably priced.  Aside from some great scenery. the delicious food at the Seaside Restaurant is one of the reasons why I would definitely return to Cape Breton.

Island Sunset Resort & Seaside Restaurant
19 Beach Cove Lane
Belle Côte, NS  B0E 2B0
902-235-2669
www.islandsunset.com


 

 

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Cakes By Robert Bakes Sweet Customer Service!

A couple of weeks ago, my wife turned 40. Naturally this called for some acknowledgement (at least on my part), so a few of my wife’s girlfriends and myself planned a surprise party.

Now, without a doubt my wife’s favourite treats are Slurpees from 7Eleven. She loves those flavoured frozen drinks so much that it was a no brainer to organize a slurpee-themed party with “adult” Slurpees like Pina Colada, Margaritas, and frozen lemonade mixed with alcohol.

In addition to the adult Slurpees, my wife’s friends decided that a simple slab cake from the grocery store, wouldn’t do the trick, so they had another surprise in store. I, myself, had no idea what sort of cake they had planned, except that it would be special in some vague way, so when the time came for them to get the cake they came out with this:

 

They had gotten my wife a full detailed Slurpee 7Eleven cup-shaped cake. It was beautifully detailed from the colouring of the Slurpee cup to the 7Eleven brand logo. It looked so much like the real thing that I half expected Slurpee to come dribbling out when my wife cut into it 🙂

Needless to say, my wife and I were completely blown away with this cake. She was literally speechless at her friends’ thoughtfulness.

While eating the tasty cake, I asked my wife’s friends where they got such an intricately decorated and frankly amazing cake, and they told me the company was called Cake By Roberts.

At Cake by Roberts, the staff were wonderful to deal with, and they were so committed to making it perfect that they dedicated a lot of extra time and effort trying to have a plastic dome lid as part of the cake.  Although such effort was ultimately unsuccessful, the detail they had was still amazing, not to mention great tasting.  I would highly recommend them for any party that you want to go the extra mile for.

Cake By Roberts
134 Doncaster Ave. Unit #5
Thornhill, ON L3T 1L3
Phone: 905-889-1448
email: cakes@cakesbyrobert.com

 

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The Red Caboose- Affordable Family Fun!

Please pardon me while the cold weather in Toronto brings about some of my favorite summer memories…

Whenever I go to Orillia, Ontario with my family, one of our favourite places to visit is The Red Caboose Mini Putt.

The mini putt itself is just like any other mini putt course, with 18 holes and some nice benches to sit and chat at, throughout the course. The Red Caboose restaurant that we eat at after playing is fine too, with rarely any lines, fast and friendly service, and a menu with great such as homemade hamburgers and fresh-cut fries.

However, what makes the Red Caboose my favourite place to visit in Orillia is because it serves Kawartha Diary ice cream.  It’s very tasty ice cream with flavours like Rum Raisin, Moose Tracks and Bear Paws.  It tastes even better when the Red Caboose serves a kid’s scoop for only $1 and an adult scoop for only $1.50!

In fact, the first time I played there and I bought ice cream for me and my family, I thought the employee had accidentally misheard how many scoops of ice cream I wanted because I was holding literally two scoops of ice cream, and it was still just a $1.50.  The amount of ice cream they scooped for us was that generous.

One time I took my family and some friends to play some mini putt.  While we were puttering around, we met another family whom we knew quite well.  After we had all finished playing, I bought ice cream for everyone and I still had change from a $20 dollar bill!

Most stores would charge roughly three or four dollars, so I highly recommend stopping by the The Red Caboose, the next time you’re in the area.

The Red Caboose
705-325-4777
nicole@redcaboose.ca

 

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The Source Of Quality Customer Service

Whenever I have an issue that involves electronics, I always cringe when thinking about going into one of those “big box” stores. Despite the wide selection of electronics that these larger stores have, I find it challenging to come across an experienced and knowledgeable staff member on a regular basis who can deliver great customer service.

Thankfully, I met just this type of employee several years ago at The Source, located at Lawrence Plaza (Bathurst Street and Lawrence Avenue), in the city of Toronto. Since then, this employee has been my “go-to guy” for many of my electronic needs and has constantly gone above and beyond the level of basic customer service that is so common in many other stores.

I’m not sure how long Mohammed has been with the company, but I have been dealing with him for at least the past three years. During that time, Mohammed has constantly exceeded the expectations of every customer that walks through the doors. Not only does he greet everyone with a warm smile, but he also demonstrates an earnest desire to provide any sort of assistance, no matter the issue. He is also extremely knowledgeable about technology and the products that the store offers. If these two factors were not enough to keep me coming back, Mohammed always knows how to come up with a quick fix or low cost solution for whatever challenges I may have. Whereas other sales representatives frequently suggest that the highest priced solution is the only solution, Mohammed knows exactly how to meet your needs at the lowest cost without compromising quality. This is refreshing to see, especially in a retail world dominated by “high priced solutions” that are pushed on you by inexperienced and less than knowledgeable staff. Seeing the work that Mohammed does truly demonstrates how dedicated he is to his craft and to the customer.

Whether it’s a simple battery, a more complicated computer issue, or if you’re looking for the latest in the gaming world, I urge anyone with any sort of technological issue to stop by and see Mohammed. I can guarantee you that if his warm personality doesn’t keep you coming back, his level of expertise and cost saving abilities will!

The Source
526 Lawrence Ave W, Unit 16D
North York, ON M6A 1A1
416-782-6379

 

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At Crestwood Valley Day Camp the Day is Never Done!

While I usually write about specific customer service experiences that have directly impacted me, I wanted to take an opportunity to highlight a well run business on behalf of my seven year old daughter.

Now that my daughter has enjoyed another successful and hugely entertaining summer, I thought I would give a shout out to a great summer camp. For the past few summers my daughter has gone to Crestwood Valley Day Camp. Located in the valley near Bayview and Lawrence, the camp has been around for the past 20 years. In fact, my wife was a camp counselor the very first year they opened!

From a parent’s perspective, the camp is an incredibly well run and organized business. From the pre-summer orientation where campers get knapsacks and water bottles, to the mid-summer open house where kids get to perform, to the buses which pick up and drop off on time (a little known fact is that prior to the day before camp starts, the buses go on a run to make sure they will be on time for the coming days), and finally, the ongoing communication about what is happening. The camp truly runs like a well oiled machine.

It is also the little touches that make a big impact. From having police and traffic attendants present during parent events (due to all the cars), the great camper activities (e.g. swimming, nature area, pottery, art, archery, creating a music video, optional overnight camp, etc.), the snacks and lunches (which the kids actually eat), to always being prepared for weather inconveniences. The camp itself is an incredibly fun, organized, safe, and highly educational experience.

Crestwood’s owners, Bobby and Eric, are great to deal with, and after a quick conversation with either of them you will understand why your kids will love it there. For anyone looking for a great summer experience for their kids, I highly suggest you consider Crestwood Valley Day Camp.
Crestwood Valley Day Camp
411 Lawrence Avenue East
Toronto, ON M3C 1N9
Phone: 416-444-9595
Fax: 416-444-4178
Email: crestwood.camp@crestwood.on.ca

 

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Rogers’ CEO is a Great Guy!

As many of us have come to learn, companies tend to be hit or miss when it comes to customer service. In addition to this, it seems that many people tend to have a love-hate relationship with companies that they encounter every single day. A perfect example of this would be mobile phone companies- like Rogers.  It can be as difficult to resolve a minor issue with them as it can a major one. For example, I knew a Rogers customer who wanted to get help with an issue he was having with his new phone. Unfortunately, none of the Rogers customer service reps were able to help resolve the issue.

Tired of sifting through tons of Rogers customer service representatives all repeating the same line, my friend decided to take a different approach and contact Guy Laurence, the current CEO of Rogers communications. Mr. Guy Laurence is well known for his amazing customer service skills and taking the time to resolve everyday issues for Rogers customers. Guy Laurence was also the former President CEO of Vodafone, a European phone company. He is a great example of a leader in the field of customer service as he reads every single email that is sent to him by valued Rogers customers and he does not waste any time in responding to them.

After my friend contacted Mr. Laurence via email on a Friday afternoon, the CEO of Rogers responded by having an authority call him back on Saturday morning. He spoke with the authority for only five minutes, but the issue was finally resolved. Although it took a while, it seems that Guy Laurence is redeeming Rogers’ customer service. So hold on loyal customers, there may be a glimmer of light at the end of the tunnel.

Rogers Communications
www.rogers.com
(416) 935-7777

 

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Experiencing the Magic of Disney

There is nothing quite like the magic of Disney, and what contributes to that magic is its incomparable level of customer service.

Recently, I contacted Disney about purchasing an animation cell of Wendy and Peter Pan for two of my close friends. The Disney employee told me the store had lots of animation cells, but it was rare to find one with only Wendy and Peter Pan. Fortunately, the employee was able to find the cell and we began to arrange the purchase. However, just as the arrangements were almost complete, my phone call with Disney was suddenly cut off. I called back and the employee was very apologetic, but then the call cut out again. Having been cut off twice, I gave up for the time being.

It was a few months ago that I decided to retry contacting the Disney employee about the
rare animation cell. I emailed them only to have my message bounce back because the employee had left the company. The arrangement for the Wendy and Peter Pan animation cell was still important to me, so I sent the information about the previous arrangement to another Disney employee. It was not until weeks later that I got the confirmation from the employee that the cell was being framed.

The wait was worth it, as when the cell arrived it was beautifully framed and of high quality. In a way, it was magical. Impressed with such care and effort, I called Disney once more to thank them. Disney’s reply both surprised and impressed me. They wanted me to have the cell as a gift and offered their deepest apology for their lack of contact. Disney went above and beyond their customer service, and that is what makes it all a truly magical experience.

www.disney.com
1-800-328-0368

 

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Bruce and Steve- SQM’s Real Estate Go-To Guys

Suitable office accommodations contribute to the success of a business. Now, you might be wondering why, and it may seem like an irrelevant detail, but every business has its unique accommodation needs. Excellent Real Estate Agents are the ones who have the ability to identify and familiarize themselves with their client’s specific needs, and from this, leverage their contacts to provide the solution to those needs. An office space is simply not enough- the accommodation should be ideal for the type of business. Everything from the size of the organization, to the type of office layout, and most importantly the budget, must be considered when making a decision. Businesses seldom find Real Estate Agents who can do all of this and much more, but once they are found, its best to stick with them. Real Estate Agents of this caliber remind me of Bruce WiIls and Steve Brown.

Bruce and Steve are two real estate agents, based in Toronto, that work for CB Richard Ellis. Their office can be found right around Highway 401 and Don Valley Parkway. They have  provided Sensors Quality Management Inc. with very suitable office accommodations for the past 20 years. They know the properties within the GTA area very well and have established relationships with the landlords. They understand the different accommodation needs of various businesses, whether they are a start-up or a small to medium-sized organization, and they take these needs into account when working out lease agreements.

The GTA Real Estate industry acknowledges and respect Steve and Bruce for delivering quality service at reasonable costs to their clients. On occasion, we have other Real Estate Agents who call our office, asking if we are in need of office accommodations when our current lease expires. Of course, we kindly decline and tell them that we’ll be sticking with Bruce and Steve because we know that we are in great hands with this duo.

So are you searching for ideal office accommodations? Do you need an agent that understands your business needs, an agent that will work with you, and leverage his contacts to provide you with ideal accommodations with the right terms? Well, give Bruce and Steve a call because I have been with them for 20 years and I wouldn’t hesitate to recommend them.

Steve Brown
416-495-6239
steve.brown@cbre.com

Bruce Wills
416-495-6229
bruce.wills@cbre.com

 

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Today’s Lens Gives Me and Extra Set of Eyes

Every few months, I need to order a new batch of disposable contact lenses and for the past three years I have realized that there is no better contact lens provider than the folks at Today’s Lens. The company is an online contact lens and glasses retailer that offers high quality products and great service.

The manager of Today’s Lens, Joe, runs the company and is a mastermind when it comes to outstanding service that is bound to have customers leaving positive feedback and returning.

I prefer to purchase my lens from this specific online retailer because not only do they offer contact lens and glasses for a cheaper price (compared to in-store purchases), but they also offer an easy, usable site that is simple to follow by almost anyone.

In addition to attractive pricing and an easy-to-use website, during my latest experience with the company, I learned that Today’s Lens takes quality very seriously and ensures the quality of the product before sending it out to customers.

When the time came for me to replace my lenses, I visited the Today’s Lens website and ordered the contact lenses that I normally purchase. As normally is the case, I waited for the lenses to arrive by mail, but became concerned after three weeks went by and my order had yet to arrive. I decided to give the manager, Joe, a call and I explained my problem to him. He was very apologetic and he wanted to get the problem solved as soon as possible, but he also wanted to look into the matter beforehand to find out what had happened. After a few minutes, he called me back and explained that they currently had the lenses in stock, but the expiry date was fast approaching. Since it would not be fair for the customer if they were to ship contact lenses that were not up to their standards, he was waiting for a new shipment. He then apologized to me again, and told me that my contact lenses would be shipped to their warehouse within the next week and that they would immediately send them out to me. On top of his sincere apology, he added that a complimentary box of contact lenses would be provided on my next order, as a result of the lengthy delay.

When the time came for me to make my next order, I called Joe and placed my order. I found it outstanding that Joe still managed to remember my name, my prescription, the type of lenses and of course the complimentary box of lenses, without any reminder. The service that Joe provided clearly demonstrates that he knows his customers, cares for the customers, and lives up to the company standards of providing high quality and great service. I would highly recommend Today’s Lens to anyone looking for glasses or contact lenses.

www.todayslens.ca
1-877-275-1334

 

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Tartino & Brother Lay Down a Solid Brick Foundation

Over the past couple of years, I have been meaning to do some tuckpointing on my chimney and on a few places on the side of my house. For those who don’t know, tuckpointing is the process whereby the cement cracks in between bricks are patched up in order to avoid any further damage to a home. Unfortunately, my chimney is located right alongside the brick wall beside a very slanted roof, which has led every bricklayer assessing my house to tell me two things; 1) scaffolding would be needed and 2) it was going to cost a lot.

Since I figured there had to be a better solution, I have been putting off the work until I recently received a recommendation for a guy named Tartino- an older Portuguese man who works with his brother. When they showed up at my house, I could barely understand them because of their thick accents, however I was able to understand that they were offering me a reasonable price for the job and that they could do it on the following weekend.

Even before they started the work, I was impressed by the way they prepared themselves- first by putting down drop cloths so as to not dirty the landscaping around the brick wall, and then by the way they set their tools down in a organized manner (in steep contrast to the way many other tradespeople just throw their tools, suggesting that if they don’t care about their own tools, they probably don’t care about your house).

In addition to working in an organized manner, perhaps the most impressive thing Tartino and his brother did involved the “scaffolding”. While every other bricklayer told me “scaffolding this” or “scaffolding that”, Tartino and his brother used a couple boards of wood as support and a ladder as a bridge to support another ladder against the chimney in order to reach my chimney safely and quickly. What other bricklayers would have taken extra time and a ridiculously large bill to do, Tartino and his brother were able to complete on my brick wall within a day and at a much cheaper cost.

Even when working on my chimney, Tartino and his brother showed the same care they had when setting up. Unlike other contractors who will just slap on more cement between the bricks, Tartino and his brother actually grinded down the existing cement, cleaned out the cracks, then added their own cement. This left a chimney that looked like they had built a new one for me.

They did such a great job, that I recommended them to one neighbour, who after completing his chimney, recommended them to one of our other neighbours. It was a testament to the quality of their work, how hard they worked to finish the job quickly, and offering reasonable prices for their services.

While it may have been hard to understand them at times, it’s well worth the great quality and service when doing business with Tartino and his brother.

Tartino & Brother
416-720-3994

 

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Tim Horton’s Gives Me A Great Start To My Day

A couple of weeks ago, I took my daughter for breakfast at a Tim Horton’s located on Caledonia Road in Toronto. In addition to our two breakfast meals, my daughter asked if she could try their new yogurt smoothie.

After making the payment, we waited for a few minutes and the cashier handed us our order. We took our seats at the table and began to eat when my daughter took a sip of her Tim Horton’s smoothie. Although she normally devours such a beverage, I could tell that she didn’t like it because she only took a small sip, and didn’t touch it again.

Having worked in the restaurant industry, I didn’t want to throw out the smoothie due to the possibility of creating a big mess in the garbage container, so I handed it back to the cashier, and asked her to pour it down the drain instead. The Tim Horton’s cashier asked me if there was anything wrong with the smoothie, and when I told her my daughter just didn’t like it, Rather than simply taking the smoothie away, she asked if she could get my daughter something else to drink.

By asking that question, the Tim Horton’s cashier recognized there was a problem and went above and beyond the normal call of duty to ensure the guest experience was positive and that we left Tim Horton’s satisfied. Instead of simply completing the requested task of pouring the smoothie down the drain, she truly took care of us. My daughter asked for a chocolate milk which made her very happy, thus making me a happy Tim Horton’s customer.

Research shows that approximately 75% of customers who have a good experience will make repeat visits to a business. Surprisingly, when something goes wrong, but is rectified to the customer’s satisfaction, there is a 92% chance that the customer will return to the business. As such, this is a great example of service recovery because the Tim Horton’s cashier identified a problem and completely turned the experience from a negative one into an extremely positive one. Without a doubt, I will return to this Tim Horton’s location.

815 Caledonia Rd, Toronto, ON M6B 3X8
www.timhortons.com

 

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Need A Contractor? Armindo Can Handle That!

About five years ago, I moved into my current house. It required some significant renovations, including a new kitchen and two washrooms.

At the time, I learned that many general contractors only want to take on the big jobs, which are jobs that will cost over $100,000. They also tend to brush you off if they feel your job isn’t worth their time. Fortunately, I was recommended to a contractor by the name of Armindo Rego, who was willing to take on smaller jobs, like the one I had.

The second thing that I learned about general contractors is that when you take them on a tour of your house, pointing out the things that need fixing or renovating, they will just nod or grunt their assertions before discussing a price quote. They may know what they’re doing, but it doesn’t fill me with a lot of confidence when they don’t take any notes and carry on with the task by memory. However, when Armindo showed up, the first thing I noticed was that he carried with him a little book, a pencil and a measuring tape. When we finally got down to the tour, Armindo looked like an eager student in a lecture when I showed him the tasks I needed done. He wrote down everything I said, made his own measurements, and asked questions to clarify everything that I wanted.

In addition to taking on smaller jobs and taking specific notes about the work, Armindo offered a great price, so I hired him. To make matters even better, he and his crew did a wonderful job.

After our first and main project was completed, Armindo demonstrated that he cared more about his clients than the bottom line when he helped me out as more of a friend than a contractor. In particular, my wife and I wanted to add a backyard deck and stairs to go with the newly renovated house, but really couldn’t afford it. I asked Armindo if he could show myself and a handy friend how to do the work, but instead he sent an out-of-work colleague of his over to my house to get things started. His colleague told me to “leave it with him” and by the time I got home, the majority of the work was complete. Top top that off, Armindo came over to work alongside his friend to build a flashy set of stairs so that the deck would look that much better. I certainly expected to pay Armindo’s colleague a few bucks for his time, but suffice to say that for those few bucks, a couple of burgers and a few beers got me quite the deal.

In more recent times, I needed some drywall plastered and painted. It was a very small job, but I didn’t feel comfortable doing it on my own so I called up Armindo. Despite his busy schedule, he and his son showed up over their lunch break a couple of days later. Unlike many workers who would just run in and out, Armindo and his son put down tarps and drop cloths over the floor so that nothing would get dirty, and when they needed to move furniture out of the room, they made sure to move it back exactly as how they found it. With the exception of my walls looking great, it was as if they were never there.

Another thing that I like about Armindo is how he acquires materials for the job that needs to be done. Traditionally, a general contractor will simply add a markup to the original bill if they need any supplies, while Armindo tells you which stores you can buy them from most cost effectively. By eliminating himself as the middleman, he allows you to purchase the materials and save money on the job.

Armindo is everything you want in a general contractor. Clean, tidy, quick, creative when offering design ideas, and very reasonably priced. His philosophy of putting the customer first and letting the money take care of itself always makes it a pleasure when he comes to do work for me, and I highly recommend his services to anyone who has construction jobs- small or large.

Armindo Rego
416-565-6707

 

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“A Comedy of Errors” at The Container Store

Pill Capsules

Pill Capsules

For the past couple of years, I have been using a cool-looking pill capsule that was in the shape of a giant pill, but I recently lost it. I wanted to replace it, but the only places that seemed to sell them were all in the United States. After doing some research, I found a store that sold these capsule-like containers at a place called the Container Store, so I asked a friend of mine from New York if she could swing by one of the locations, purchase this pill container, and mail it across the border to me.

When my friend arrived at the Container Store, they explained to her that while they had 50 – 100 of the pill containers in stock, they were in the warehouse and not on the store floor. What they would do for her was charge her for the pill container and they have it for her when she came back in a week. When my friend came back to the Container Store the next week, they still didn’t have it on the store floor and then asked her to come back the following week!

Now my friend was very annoyed that her time was being wasted like this and so was I, so I called up the Container Store’s 1-800 number for an explanation. The call representative, who introduced himself as Murray, apologized profusely and offered to have the pill containers shipped directly to her in order to save her yet another trip to the Container Store. Happy at his offer, I requested the two pill containers, one of them was to be white and red, while the other was to be white and blue. Murray apologized to me again and told me that he would do his best.

When the pill containers arrived by mail, they were the wrong colours! The number of errors the Container Store were making was staggering at this point, but I called the 1-800 number again and Murray was on the other end. He apologized for the most recent blunder and said he would send me more pill containers, in the right colour this time, and all free of charge. Meanwhile, the Container Store had finally received the pill capsules my friend had originally purchased and had them delivered to her as well, so in the end, we paid for two pill containers and received a total of eight in various colours- including the colours I wanted.

While the Container Store began their relationship with me and my friend with a comedy of errors, they persisted to go above and beyond to get us the pill containers we ordered. As I have mentioned in my previous blogs, customer service recovery goes a long way in maintaining a positive customer relationship; something the Container Store understood when they made things right for me and my friend. On a happy note, the pill containers I now use are so cool that when some of my other friends see them they are so impressed and purchase them from where else but… the Container Store-bringing them even more business!

The Container Store
1-888-266-8246

 

 

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The Toronto Blue Jays are customer service champions!

Last year, I decided to join many Torontonians by purchasing seasons tickets for the Toronto Blue Jays. Given the off-season acquisitions, I had high expectations, so when the Jay’s missed the playoffs I was left like many other Jays fans mumbling, “maybe next year”. Perhaps most importantly, I was left considering whether to renew my season tickets.

I don’t know if I said those words too loud, or if someone at the Blue Jays head office overheard me, but a few days later I received a package from none other than Mr. Paul Beeston- the President and CEO of the Toronto Blue Jays. He sent a personally signed letter thanking me for my continued support of the team, apologized for the poor season, and indicated how he and the rest of management were committed to improving the team and continuing in the direction that they began last season. To top it all off, all season ticket holders received a baseball autographed by a member of the 2013 team!

This small gesture left me with the impression that Mr. Beeston and the entire Toronto Blue Jays organization genuinely care about those who support them, taking responsibility for not meeting certain expectations, and truly standing behind their product. You would think that a major league sports team, such as the Blue Jays, would make no added effort to assure their supporters that they were striving to do better, however, they made this added gesture. Unlike many other companies that don’t necessarily stand behind their product, but simply provide lip service, Mr. Beeston and the Blue Jays management team did the complete opposite. Perhaps their efforts can be a lesson to businesses in other industries- no matter what you are selling, when things go wrong, you have to stand behind your product with more than just words! Great customer service goes a long way.

But the story doesn’t end there. In an effort to thank Mr. Beeston for his kind words and wonderful gift, I put a call in to his office. When I called he was unfortunately out of the office so I left him a message. Not expecting to hear anything back, I was amazed when two hours later I received a return call- not from his secretary, nor his intern, but Mr. Beeston himself! We only spoke for five minutes, but he took the time to thank me for my call, and my continued support for the team. He then assured me that the organization is still very much committed to taking a run at the playoffs next season.

For me, it was remarkable to see the President of a large organization personally take the time to thank one of his many season ticket holders, his fan, and his customer! It truly demonstrates how much Mr. Beeston and the rest of the Blue Jays staff care about their customers and stand behind their organization both in good times and in bad. It was also nice to see the organization back up their words by offering me a little insight into what the team is planning to do to make improvements for the next season.

Going into 2014, I look forward to what the coming season has in store for the Blue Jays. If you want to find me, I’ll be in the same seats, beer and popcorn in hand, supporting Mr. Beeston and cheering on the home team!

Go Jays Go!

The Toronto Blue Jays
1 Blue Jays Way, Suite 3200
Toronto, ON M5V 1J1
416-341-1000


 

 

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