Paving the Way For Great Customer Service

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About five years ago, after moving into our new house and finishing the interior renovations, I decided to take some time and work on the outside of the property.  After a long, exhausting and frustrating search (that’s a completely different story) I found a great company (Land-Con) to complete some major landscaping work.  Although Land-Con was doing a great job on the landscaping, and was a one-stop solution, a separate paving company had been recommended to me (Access Paving), so I decided to use both companies.

After removing the old pavement, making some adjustments to the size of the driveway, and laying down fresh gravel, we were letting the area settle for several weeks, which is the recommended process.  Unfortunately, the week before my driveway was scheduled to be paved, we ran into a problem when my neighbor had to dig a hole under my side of the driveway.  As a result of the digging, we needed to delay the paving to allow the earth and new gravel to settle, once again, or there was a good chance that the asphalt would simply sink down over time.  To add to our woes, we really needed the work to be done quickly, as the winter season was fast approaching, at which time the asphalt companies stop production.  If the work was not done, the driveway would have been a muddy, sloppy mess and I would have had yet another problem to deal with.

Just when I thought the driveway could not be done until the spring, along comes Reno, from Access Paving, with a solution.  I explained what was happening and he offered to put a “base coat” of asphalt on, suggesting that this would avoid the mess and I could then call him once the weather started to get warm to finish the job.

Unfortunately I waited way too long to call Reno back and here I am four years later with a shifted interlock pathway, and an incomplete paving job.  As often is the case, life gets in the way, and I never realized that without the top coat, the base coat would eventually dry up, crack, and have to be completely redone.  I was incredibly upset on having to put out extra money to solve this problem, however, Reno was very understanding and incredibly flexible.  Reno offered to rip up the driveway and start fresh, charging me only slightly more than the original estimate for the top coat.  The job was done quickly and within a few hours I had a brand new driveway, which now looks amazing!

Whether Reno is paving the 401, building a new parking lot, or dealing with a residential driveway, he takes the same amount of care in dealing with customers and doing the actual work.  I would highly recommend him to anyone looking for a trustworthy paving company.

Access Paving
Mr. Reno Gulizia
416- 896-0928

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Multi Tire Craft Keeps Me Rolling

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For many years,  I have been going to a place in Scarborough called Multi Tire Craft, based on a friend’s recommendation, to purchase and change over my seasonal tires. The family owned business is run by Glenn, his dad Ken, brother Jay, mom in the office, plus a few long-time staff.

Since first visiting the store, over ten years ago, I am consistently impressed by how professional and knowledgeable everyone who works there is.  In addition to being quality technicians, they also use quality equipment and parts.  As a small business, they certainly are a friendly group, however, I have often felt as if the true sign of a great business, is a company that treats their customers like family, and they certainly do, always remembering my name and asking how my dad…another loyal customer…is doing.

In addition to the regular work they do on my vehicles, I am also always amazed by how they manage the minor issues I have had with say a leaky valve or a slow leak in a tire.  They bring me in right away, quickly diagnose the problem, fix it promptly, and rarely charge me.  They don’t nickel and dime you, which is a rarity in their field.  And speaking of dollars and cents, despite the competitiveness in their industry, they always offer fairly priced tires and services, often less than the competition.

At the busy times of the year when winter tires are being put on or taken off, it’s like watching an Indy Pit Crew….they move so quickly and efficiently, but the safety of their customers and themselves is always their top priorities.

Perhaps a testament to their business is that aside from dealing with consumers, they have earned the respect and trust of large companies, who use them to service their commercial fleets.  They have also built some important relationships with other businesses in the automotive industry, allowing Glenn to refer myself and other customers to shops with the same high standards of quality service and value for getting my brakes done or mufflers changed.

Aside from selling tires, and doing the seasonal changeovers, Multi Tire Craft provides an array of other services including minor repairs and storing winter tires.  I should also mention that if you buy your tires from them they will rotate your tires every 10,000 km at no additional charge.  These guys will keep you rolling!

Multi Tire Craft
145 Nantucket Boulevard
Scarborough, ON  M1P 2N5
416-477-2163
Owner / Manager – Mr. Glenn MacDonald

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Customer Service That Deserves A Round Of Applause

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Mirvish Productions is a theatrical company, based in Toronto, Canada.  The company was founded by David Mirvish, son of the late Ed Mirvish (owner of Honest Ed’s and the Royal Alex Theatre).  Not only have the Mirvishes helped Toronto become one of the most important theatrical centres in the world behind Broadway and London, but the company is responsible for bringing Broadway shows across the border.  In recent times, the company has brought Cindy Lauper’s popular, Kinky Boots to the city (currently playing at the Royal Alex Theatre).

And let me tell you, the company’s success must have something to do with their phenomenal customer service….

The story begins last year, while my wife was visiting New York City.  During her trip she went to see Kinky Boots on Broadway, and after returning home she told me that it was a must see!  Not too long after her trip, Mirvish Productions announced that they would be bringing Kinky Boots to Toronto, and my excited wife immediately bought tickets.

Six weeks before the date of show, my wife started to experience back pain – later diagnosed as a disc pushing on her sciatic nerve.  With treatment and therapy she began the road to recovery, but with the date of the show fast approaching we were both becoming increasingly anxious about her ability to attend the theatre.  For starters, our tickets were in the balcony, and there are no elevators in what is one of the oldest theatres in the city.  In addition, while the theatre itself is beautiful, the seats are quite tight, and not overly comfortable, again due to the age of the building.  Afraid of possibly losing our chance to see this fabulous show, I called Mirvish Productions hoping they can somehow assist me with the predicament which we were in.

Within minutes of contacting their head office, I was directed to a manager who listed to my issue, indicated that they can probably come up with a solution.  Less then an hour after my initial call, another employee called me back with various solutions to my problem.  The first proposed solution was that we move from a balcony seat to the main floor so we could avoid climbing the stairs.  In addition, the employee offered us a seat on the aisle, to allow wife some additional room to stretch out.  Alternatively, another option was to change the tickets for another date in the future, hoping that my wife’s condition improves, allowing her to enjoy the evening in more comfort.

In a day and age, when after you buy tickets (concerts, theatre, events, travel, etc.) there are typically “no refunds or exchanges” I was extremely surprised by how accommodating and responsive the company was.  While I expected to be told that there was nothing that could be done,  Mirvish Productions (and I believe Ticket King) truly made an effort to find a solution to my problem by providing me with not just one, but three different solutions, resulting in me being able to breathe a sigh of relief that I would enjoy my night out, once way or another.

As for the chosen option, like they say on Broadway…the show must go on, so with my wife insisting that she wanted to see the play on the original date of our tickets, I took them up on their offer of changing the seats to an aisle on the main floor.  A few physio sessions, and multiple exercises later, my wife was able to sit comfortably with her legs stretched out. Without a doubt, she and I enjoyed the show much more than we would have if Mirvish Productions hadn’t been so accommodating.

As for Kinky Boots, it is an absolutely fantastic production, and one of the best musicals I have seen in a long time.  It portrays a strong message of respect and dignity, while being light, fun and easy to follow along.  The tunes are catchy, and trust me, they will be stuck in your head for weeks to come.  I highly recommend it for either a night out with your significant other, or an enjoyable evening with friends.

Don’t worry, if you sing too hard, Mirvish Productions and their excellent customer service will have your back.

Ticket Enquiries
416-872-1212
1-800-461-3333

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Here’s To You!

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Given some recent conversations I have had, I felt it was important to write this blog, realizing that it is somewhat different from most of my other posts, but I hope it makes sense, and possibly inspires you in one way or another…..

Like many people who enter the world of commerce, I left university bright eyed and bushy tailed with only a handful of contacts and the knowledge of what I had learned over the last four years. I knew there would be a long road ahead of me, and I wouldn’t get to where I am today without a little help from my friends, so to speak.

In business, it seems, that many people like to talk the talk, without necessarily walking the walk.  Many industry professionals like to talk a big game when it comes to being philanthropic, whether they donate to charities, volunteer their time every so often, or offer a helping hand to those young people up and coming in their respective fields.  Unfortunately. I have found over the years, that when contacting some of these people, what they say they are willing to do doesn’t always line up with reality.  Often times people are too busy for you, sometimes they are condescending, while others won’t even return your call.  While this is an unfortunate truth within the business world, it is not what I intend this blog to discuss.

Instead I just want to take this space to give a shout out to all of those contacts I have made over the years who have made some time for me.  From lawyers to accountants, presidents of major corporations (banks, insurance, newspapers) to owners of sports teams and hotel chains, no matter how wealthy, or important, or busy they may be, throughout my time I have found that there does exist a group of people who know the importance a wise word and helping hand can be to a self made man like myself.  It can be difficult to know where to start in the business world, and just as tough knowing where to go once you are on your feet.  It is with help from people like I have just mentioned, that got me where I am today, and hopefully where I aspire to be in the years to come.

I believe there is an old saying that reads something like…give a man a fish and you feed him for a day, but teach a man to fish you feed him for a lifetime.  To all of you who have helped me to learn how to fish…and you know who you are…thank you for your time, advice, and direction.  To others who are in a position to help out, I encourage you to teach others how to fish.

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Captain Marvin’s Makes a Splash

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Like most Canadians, my family and I like to escape the harsh winter for a couple of weeks, and migrate south to enjoy some sea, sand, and sun.

Over the past few years we have taken a liking to going on all inclusive Caribbean cruises, and while we do love the activities aboard the ship, we equally enjoy setting foot on dry land, and going on some of the shore excursions.

Recently we went on a cruise with one of the ports of call being the Cayman Islands.  I have always loved stopping in the Caymans, as it is known for scuba diving, snorkeling, and especially Sting Ray City.  Since we were taking my daughter on this trip, we decided we would try going snorkeling, and rather then booking directly on-board the cruise ship, based on previous experiences I decided to book the excursion from company itself, known as Captain Marvin’s.

Captain Marvin’s is located only a block away from the pier, so after docking it was just a hop, skip, and a dive before we were at the location and checking in. From there it was just a short, air conditioned bus ride before we were at their boats, all of which are in immaculate condition and well stocked with snacks and drinks.  All of the boats had bathrooms on board and multiple staff members, besides the captain, to keep everyone entertained.

The best part of the whole experience is that Captain Marvin’s actually takes you to two different reefs, allowing you to explore two different underwater habitats each with their own unique flora and fauna. as well as Sing Ray City ( a sand bar, off the coast, where the water is waste high and the stingrays all come up to you to be fed and petted), where other operations simply stop at one reef.

After the stops, on the way back to the pier, the fun continued, with the employees diving down about 15 feet and bringing some starfish onto the boat for the children to hold and take pictures with.  In addition, one of the staff went for a dive, and brought up a couple of conch.  He then proceeded to chopped up some conch to make the freshest sushi I’ve ever eaten, and then gave the shells to a few of the kids.

Captain Marvin’s truly makes snorkeling an easy outing, which can be enjoyed by the whole family.  To them I tip my mask!

Captain Marvin’s
Grand Cayman
1-345-945-6975

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Toronto Sport and Social Club Hits it Out of the Park

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Between my hectic work life and spending time with my family, I find that I often barely have time to see friends or get out of the house for some exercise. Fortunately, I recently discovered Toronto Sport and Social Club and am now able to do both at once!

The club offers participants the opportunity to take part in multiple, co-ed sport leagues, in a range of levels from recreational to competitive. I play soccer with the club once a week and have found that it’s a great outlet to burn some energy, make some friends, and play the sport that I love.   However, if soccer’s not your thing then don’t fret, they offer plenty of other sports from squash and sailing to  dodgeball, lacrosse, and soft ball.

Rob, the Managing Director of the club, claims that TSSC is the NEW social network, and I tend to agree with him. Not only does the club have sport leagues, but they also host events such as city wide scavenger hunts, intro classes to different sports, and weekend tournaments.  The club has given me the opportunity to make new friends, meet business associates, and even set friends up on dates.

So whether you are looking for something to do for the weekend or for the summer, put down your smartphone, lace up your cleats, and go join the new social network!

Toronto Sport and Social Club
185 Bridgeland Avenue, Unit 110
Toronto, ON  M6A 1Y7
416-781-4263

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Bose is the Way to Go

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When I listen to music, I like to listen to it the right way. I can’t stand the crackling audio and poor sound quality that almost always accompanies cheap headphones, so I don’t mind spending a bit more money when it comes to my music listening devices. That’s why, in the past, I have always bought Bose headphones and speakers.  When it comes to Bose products, the sound quality is impeccable, the products are attractive, and the headphones are extremely comfortable.  I never board a plane, go for a run, or try and tune out my wife without them. Seriously though, I swear by Bose.

Not only am I a huge fan of their headphones, but I am extremely impressed with their customer service, and they way the company stands behind their products.  As an example, for years my wife has had a pair of over ear headphones which she loves just as much as I do.  Unfortunately, the lining on the inside of her headphones tore after a little over a year of use.  Nothing tragic, the headphones were absolutely still useable, but a little less comfortable and a small annoyance more than anything. So, as any doting husband would, I called up Bose see what could be done to remedy the situation.  The customer service representative, asked me for the serial number of the headphones and then she informed me, to her dismay, that the headphones were just past the end date of their warranty.  Now with most companies that’s the end of the story, no warranty, no luck, however, she checked to see what she could do and by the end of our conversation a complimentary Bose repair kit was in the mail and on its way.  The repair kit was extremely easy to use, and within a couple of minutes of arriving in our mailbox, the headphones were fixed and my wife had a smile on her face (and I had bonus points in the memory bank).

Based on my experienced, I just wanted to take this post to give a little shout out to Bose. Once a product’s warranty is up, it’s up, and while Bose really didn’t have to help us out, they saw a problem and went out of their way to fix it. Now that’s what I call music to my ears!

Customer Service
1-800-869-2114

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