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No Muss, No Fuss… When It Comes to Returns, Costco Gets It!

January 18, 2017David Lipton Comment

As much as I enjoy shopping at Costco, some of their customer service issues really drive me crazy! Whether it’s the frustration of not being able to find assistance while in the warehouse, or how customers have to wait in long lines just to purchase one or two items, I still feel that they have lots of ways to improve their experience. But today I’m going to tell you about the one thing that Costco gets right, and masters, time and time again.

As an expert in the customer service industry, I’m extremely impressed with Costco’s ability and willingness to deal with returns. Costco provides members with a no muss no fuss warranty policy, as I learned, last year, after purchasing a car battery at their Downsview location. Much to my surprise, the battery died after only six months, and despite not being able to find the receipt, I decided to take the battery back to Costco to see what they could do. The associate immediately looked up my receipt via my membership card and exchanged the battery for a new one….no questions asked. Six months later I had the same issue and I took the replacement battery back to the store, expecting an argument, if not at least some suspicious stares, but once again, the employee made the exchange quickly, efficiently, and without asking any questions.

In more recent times, I decided to put Costco to the test after I bought a package of three rib eye steaks for about $40.00 (boy, meat and steak prices have really increased over the last few years!). When we ate the steaks, my wife and daughter complained they were tough and really fatty, and I completely agreed. That evening I called Costco and told them about our negative experience. The lady on the phone was very apologetic and disappointed to hear what had happened, and with no hesitation, whatsoever, she told me to return to Costco with the receipt and they would give me a full refund on the steaks.

I was so surprised by her gesture, I clarified that I couldn’t give the steaks back as they were already consumed and the lady said, “Don’t worry about it! We want you to be happy and satisfied with the product”.

While I begrudgingly accept some of the customer service issues associated with a warehouse operation, clearly Costco is a company that stands behind their products, and to me that’s almost as important as great customer service. I know that Costco isn’t for everyone but you may want to consider them for certain shopping needs.

Costco
1-800-463-3783
www.costco.ca

Games Night—Stay Latte!

January 11, 2017David Lipton Comment

Several weeks ago, as the weather turned colder, my family introduced me to great place for food and fun, located in downtown Toronto.

Snakes and Lattes (S&L) is Toronto’s original board game café where you can dine and play games for as little or as much time as you would like. With over 1,000 games to choose from, there truly is something for everyone! S&L now has two downtown locations. The original location first opened on Bloor Street in 2010, and after much success, they opened their second location on College Street in 2015.

Both locations offer guests a dining experience, however, Bloor Street is more of a cafe, while the College Street location has more food and beverage options. Of course, the food is almost secondary, to the main reason for going to Snakes and Lattes…..to play games. In fact, if you enjoy any of the games that you play, they also have an area of the store where you can purchase games (I believe they are the only place in the city to buy the popular game, Cards Against Humanity).

The staff are well educated and can suggest age appropriate games for your group and give you details on how to play each game. This is pretty impressive given the number of games S&L offers. The games are divided into zones like card games, strategy, fantasy and more. Some of the games are ones you have probably never heard of but they do indeed exist!

Snakes and Lattes does not take reservations so it is good to get there early, but if there is a wait, they will take down your number and text you when a table is available. Even if you have to wait, it is definitely worth it! S&L provides a fun evening out where you and your friends or family can partake in something a bit different than just going out for dinner or drinks. It’s an especially enjoyable place to go during the cold winter months.

Don’t be surprised if you get hit by the bug and end up buying a game you played that night….it’s happened to us more than once. Alternatively, you can also purchase games from their website.

Now back to Monopoly……

Snakes and Latte’s
647-342-9229
www.snakesandlattes.com

Brrrr—Thank you Len!

January 4, 2017David Lipton Comment

Last week, around 9 pm I noticed that it was a little chilly inside my house and realized that my furnace had turned off. Being the handy fellow that I am, I poked and prodded at the furnace to try and get it working, but had no such luck, and had to find a quick solution, as it was getting colder by the minute.

Since it was already late, I immediately went on Facebook and asked my neighborhood’s Facebook group if anyone knows a reliable person who deals with heating and furnaces. Within five minutes, three different people sent me messages with the contact information for Len Minuk, owner of Temp▪A▪Sure.

Temp▪A▪Sure operates 24/7 and helps customers fix issues related to heating, cooling, hot water, gas lines, fireplaces and standby power generator equipment within the GTA. Regrettably, I was unable to reach Len that evening since he was already asleep (it was after 11 pm), but I heard from him early the next morning and he indicated he would take care of my issue as soon as possible. Even though Len was extremely busy, he said he would stop by in the morning to at least take a look at the furnace, and if it was a small repair he would do it immediately, or he would return in the afternoon if it required more work.

Fortunately the problem was minor and Len was able to fix it as soon as he arrived at our house. In fact, Len diagnosed the problem within a couple of minutes of arriving, and had our furnace working soon after. As the house began to warm up, Len stayed with us for an additional 15 minutes to ensure the job was complete and the problem was completely solved. Len also noticed we were using the wrong size filter and offered to get me one that was the correct size, as it apparently makes a huge difference.

While a lot of people in the home comfort industry “talk” about service, it is clear Len provides it. Len cares about his customers and his profession, and takes pride in his workmanship. He even called me to follow up, later in the day, and normally would call the following day as well, but since this was minor, I told him not to worry about it.

I am so glad Len took time out of his busy schedule to fix our furnace on one of the coldest days of the year, when we needed it the most. We are very fortunate to have found him and are very glad we did. We will definitely use him again if we ever need any of his services.

Thankfully I can now put away the extra blankets and give back all the space heaters I borrowed.

Temp▪A▪Sure
416-806-6111
www.tempasure.com

Losing the Pillow Fight!

December 28, 2016David Lipton Comment

This week’s blog is a little different than the normal ones I write about, as I’m going to vent about a new pillow trend that is getting on my nerves… and resulted in me losing my last pillow fight!

Over the last year and a half, I have spent a fair bit of time traveling across Canada and the United States. To my surprise, the motels and inns I have been staying at have updated (or should I say, downgraded) their traditional rectangular pillows with the small square accent pillows you would typically find on a couch (as the decor).

I personally find this somewhat frustrating, if not ridiculous, as these “new” pillows are very uncomfortable and make it impossible to get a good night’s sleep. And if that’s not enough, these pillows create an added dilemma, as one square pillow on its own is too flat and two layered on top of each other are way too high.

How am I supposed to sleep?

I know, I know….perhaps I can travel with my own pillow like Linus who went everywhere with his blanket… but my wife always encourages me to pack light…. so what is a man to do??

While I am not going anywhere over the holiday season, I warn those of you who are to beware of these fluffy, little troublemakers.

Have you experienced this at any hotels over the last year? Is this a new trend? Am I going crazy and just imagining this? Let me know your thoughts in the comments below.

On that note, to all of SQM’s readers and followers, have a safe enjoyable holiday season and a happy and healthy new year.

Sleep well!

Flexing my Blogging and Retail Muscles…..Cheryl is Taking Over the Blog to Tell you About Arc’teryx

December 21, 2016Cheryl Krangle Comment

When I joined SQM and heard about David’s blog, I asked if I could write about some of the amazing experiences I have had. As a Yelp Elite Blogger, I thought this was a no-brainer, so the verdict is in and I am taking over the blog for the week.

As a deal hunting, fashionista, I love to shop and flex my retail muscles during a great session of retail therapy. I’m always on the lookout for the next best thing, including those hidden treasures that all of your friends ask you about.

Recently I struck gold at the Grand Opening of Arc’teryx at Yorkdale Mall. Arc’teryx is a premium clothing and sporting goods company that provides customers with gear to perform in extreme weather conditions.

Traditionally, when you line up for a grand opening, the store makes you stand in line like cattle, until the very last minute, when they officially open their doors, but Arc’teryx’s event was done in a much better way. My friends and I arrived at 4:30 am for this well promoted event, yes you read that correctly….4:30 am! Upon arrival, we added our names to the list being held by the Arc’teryx organizer.

Around 6:00 am we were brought into the mall where we were given water bottles, cupcakes, cookies, custom Nespresso beverages, and gluten / dairy free granola bars. The fun didn’t stop here, though, with the promoters throwing Arc’teryx t-shirts into the line to excite us while we waited. About an hour later Breakfast Television began filming their segment on the new stores within Yorkdale Mall and they gave us all $50.00 gift cards for being the first people in the new section of the mall.

Finally, Arc’teryx had gifts for everyone who attended their grand opening. Everyone went home with an orange goretex lunch box and the first 50 people in line received even more. The first ten people in line received an $800 shell jacket, while the next ten guests received a $300 insulated jacket (I was in this group) and the remaining thirty guests received backpacks filled with gifts like hats, trail mix, flasks and note books.

Arc’teryx knows the keys to retail success! I highly recommend Arc’teryx and can vouch for their high quality product, and amazing customer service.

Arc’teryx
1-866-458-2473
www.arcteryx.com

Leaside Volleyball Serves Up the Best League in the City

December 14, 2016David Lipton Comment

Last year my daughter started playing volleyball at the Leaside Volleyball Club. The league was recommended to me by the Ontario Volleyball Association, so I figured it had to be a good place to start learning about the game. I was so impressed by the league that I wrote a blog about my experience and wanted to share an update with all of you today.

As my daughter continues to progress in the sport, I realize what a great team of coaches she has access to! John Child, who played in three Olympic games and won an Olympic bronze medal in 2006, founded Leaside in 2010. Since then, John has put together a great team of coaches composed of professional volleyball players such as Olympic, Pan Am, and varsity athletes. In fact, one such Olympian who frequents the club is Heather Bansley, who competed in the 2016 Olympics in the women’s beach volleyball category.

Over the last year my daughter has improved significantly! Today she is much better at serving, passing the ball, communicating with her team, and bumping the ball over the net to score a point for the team. I believe my daughter and her teammates’ successes are due to the extraordinary coaches working at Leaside. Without the extraordinary coaches, my daughter’s skills level would not be where it is today.

At Leaside, the winter season is less busy since some members pick up winter activities like skiing. This makes it the perfect time of year for beginners to join in on the fun so they can get a little more instruction time and improve their skills before the spring season. The winter session begins January 8^th and I believe the league has already opened online registration. In addition, they also have a New Years Skill Development clinic from January 2-5, 2017.

For anyone who’s son or daughter has expressed an interest in learning how to play volleyball, or for those that want to take their game to the next level, I highly recommend looking into Leaside Volleyball.

Leaside Volleyball Club
leasidevbc@gmail.com
www.Leasidevolleyball.com

Samsung Just Pulled Me Into the 21st Century

December 7, 2016David Lipton Comment

Some people might have read in my previous blog posts that I am a big fan of Blackberry. Up to last spring, I was using a very old Blackberry device, and for the most part, while I was with Blackberry, they took really good care of me both with tech support and overall customer service. Unfortunately, Blackberry has changed over the last few years, and it more recent times it became evident that it was time to consider other devices.

During the last few years, I have also put up with a growing list of friends and family who were constantly making fun of my older Blackberry. In fact, my sister-in-law would even make fun of me for using my device because I still called it a phone and didn’t understand the power of what I could do with modern day technology.

A few months ago, after hemming, hawing and researching the subject to death, I finally took the plunge and moved to an android device. In particular, I ended up buying a Samsung Galaxy S7. I know Samsung has been having issues with their Galaxy Note 7 but my research showed me the Galaxy S7 would be a good investment. Within minutes of setting up my device (with the help of my sister-in-law), I realized she was absolutely right! Boy, was I missing out big time… there was a whole new world out there! Whether it’s getting news and sports updates, being able to quickly check the weather, making free long distance phone calls (using Skype and WhatsApp), navigating our congested roads, price matching or finding deals, there is an app for everything!

If my calculations are correct, the amount of money I have saved through price matching and free long distance calls has already more than aid for the phone. In addition to these benefits, the phone is constructed extremely well. It has an amazing camera that creates beautiful photos (who needs a $1000 camera anymore?), is great on speaker phone, looks nice and has an amazing charger that charges my phone quickly so I don’t have to sit there for hours to get my phone up to a 100% charge.

Despite the recent issues surrounding the Galaxy Note 7, I recommend a Samsung product if you are looking to update your phone. For full disclosure, I have done business with Samsung in the past but this had no impact on my decision to purchase the device, or share my experience.

Samsung
1-855-254-4747
www.samsung.com

Where Should you go to Learn about the World Today?

November 23, 2016David Lipton Comment

In the 80’s and 90’s people subscribed to National Geographic Magazine to learn about the world and all the places they wouldn’t necessarily travel on a regular basis. The magazine was smaller than traditional magazines and looks more like a book with glossy pictures. It featured a yellow border around the cover page and is primarily purchased by families with children.

National Geographic Magazine was usually a child’s first look at foreign places across the globe. It was also super exciting for children to browse through when it arrived in the mail each month.

Since I always found the magazine to be interesting and informative, earlier this year, one of my employees said I might be interested in a speakers series at Roy Thomson Hall called National Geographic Live. Every few months, National Geographic Live has an event involving a speaker discussing a specific topic, somehow related to the world we live in. During the presentation, the speaker captivates the audience with stunning photos and video about the places they are speaking of, not to mention their personal experiences.

Roy Thomson Hall is an intimate theatre in the heart of Toronto that seats almost 3,000 guests. The theatre provides great acoustics, comfortable seating, and excellent service in all of their departments from the ushers, to the box office and the ticket takers.

Roy Thomson Hall is one of the few larger venues in Toronto that runs their own box office and they are always a pleasure to deal with.

For the National Geographic Live events, tickets aren’t necessarily expensive. The lower priced tickets start at $19.50 and if you buy in-person there is no service charge. These presentations are great for a nice afternoon or evening out.

The series is available Sunday afternoon or Monday and Tuesday evenings in January, March, and May 2017. This is a great way to hear some amazing stories, see sensational photography and learn about the world we live in.

National Geographic Live Speaker Series
416-872-4255
www.roythomson.com/natgeolive/

Roy Thompson Hall
416-593-4822
www.roythomson.com

Why Did David Cross the Road… to try Darosa’s Chicken!

November 16, 2016David Lipton Comment

I often have to remind myself… you can’t judge a book by its cover, and sometimes have to take the plunge when it comes to trying smaller or obscure businesses.

A perfect example of this is how for many years I drove by a small restaurant called Darosa Cafe, which looked like nothing more than a small hole in the wall with greasy food.

One day when I was stopped at a red light, I noticed Darosa’s was full. To my surprise, I also noticed they sell Portuguese chicken made on a churrasqueira (a Portuguese barbecue grill). I was thrilled to discover this because I am very fond of Portuguese chicken.

I decided to try Darosa’s and was delighted I did! The first time I went there was this past summer during the Euro Cup. When I went to Darosa’s the Portugal game was playing on the televisions within the restaurant, so there was some added excitement being in a Portuguese restaurant during the game and I’m sure their customers appreciated this.

Darosa’s is known for their barbecue chicken, grilled chicken, steak and fish. When you order an entrée, it comes with your choice of traditional side dishes like potatoes, rice, vegetables, salad and fresh baked bread. Darosa’s also has a liquor license and sells beer and wine to complement your meal. In addition, Darosa’s provides customers with fast, friendly and polite service.

That said, one of the best parts of this restaurant, is their prices! They offer amazing value for the money you spend. A half chicken dinner and pop only costs around $12.00!

Darosa’s attracts lots of different clientele…some looking for a quick bite, and others looking for a longer, leisurely meal. The restaurant also caters to those wanting to head home, by offering take-out.

One last thing that I love about Darosa’s is that the owner is often working in the kitchen, which makes me feel like the food will always be fantastic!

Whether for breakfasts or a late dinner, check out this delightful restaurant…..just don’t cheer too loudly for a team other than Portugal.

Darosa Cafe – Restaurant Churrasqueira
416-256-4544
www.darosarestaurant.com/

Social Media Safety…..How to Protect You and Your Family Online

November 9, 2016David Lipton Comment

Last year my daughter’s school had an issue with bullying on the Internet and Social Media. The principal at her school immediately hired Paul Davis, an expert on cyber security and safety, to speak with the kids and parents on the subject.

Paul is frequently asked to speak to police organizations and the military but most of the time he speaks to schools. Typically, when Paul speaks to schools he presents one speech to the children during the day and another to the parents in the evening.

I can tell you from experience, most parents, myself included, do not have a clue about the risks associated with social media and / or internet security. For example, did you know there is a minimum age for opening a Gmail, Instagram, Hotmail and Facebook account? Given that kids in grade four, five, and six, already have accounts on such sites, it seems that most parents are in the same boat as myself.

Then there’s the scenes that play out everyday…..someone posts on Facebook, “seven days to Disney”, then six, then five, etc. The next thing you know they are posting pictures of their epic holiday, and when they get back to their house, they can’t figure out how someone knew they weren’t home and broke into their house.

And that’s not nearly as bad as the people who don’t realize how posting a general, everyday, photo could provide detailed information that will allow a predator to identify a child’s name, school and more within seconds. Davis explains this to parents by stating predators don’t need to be talented to retrieve this information and that people are not always who they claim to be.

Social media can be a really useful tool for adults and children when we create rules and boundaries. During Davis’ presentations he suggests different rules for children and adults for safe Internet usage, so it’s important that both the kids and the parent’s attend the event.

Paul is in high demand and he is booking presentations well into 2017. Whether for a school or a community group I highly recommend Paul Davis to anyone who cares about the safety of themselves and their children.

Paul Davis Social Networking Safety
1-866-259-0996
www.socialnetworkingsafety.net

Toronto Zoo is the Habitat for Everyone

May 11, 2016David Lipton Comment

For many years, I’ve been a big fan of what is considered a crown jewel of the GTA…The Toronto Zoo.

The Zoo is a place that I never get tired of visiting, over and over again. Every time I go there, whether for the arrival of a new baby animal, the beautiful scenery, or to just walk, jog, or hike around, there’s always something new and interesting going on.

Aside from just visiting with the family, the zoo also has a number of education and camp programs, which include: school visits, zoo camps, youth badge programs, adult programs, and overnight stays. Whether it’s the Critter Cruisers for toddlers aged 2 to 4, the EnviroRangers program for ages 4 to 14, or the adult Zoo Membership program, there truly is something for everyone and every age group.

An exciting and upcoming event this weekend is International Migratory Bird Day, when The Toronto Zoo, in collaboration with Parks Canada, will be helping visitors learn to identify local birds as well as provide short guided bird walks. As for the rest of this month, you can look forward to World Turtle Weekend, the Walk to Make Cystic Fibrosis History Day, and the Raise Your Glass For Rhinos event.

While the zoo is an amazing place to visit at any time of year, one tip that I have for you is to consider going during either the early spring or the fall. At these times of year the weather is neither too hot nor too cold and the animals are generally more active.

Toronto Zoo
2000 Meadowvale Road
Toronto, ON M1B 5K7
(416) 392-5929
torontozoo.com

LED Bulbs are a Bright Idea

April 27, 2016David Lipton Comment

Normally, I would highlight a business or an organization, however this week, something has been on my mind, as I’ve been debating about the usage of LED bulbs.

While some people say that LED bulbs help them save money, others say the opposite. Most people say that the bulbs save the most energy and last longer if they are of good quality, however, the biggest challenge to their acceptance may be that they are expensive.

That said, there are occasionally significant savings on the bulbs, by keeping an eye out for sales and online coupons. By applying this method, a $15.00 to $20.00 LED bulb could become only $5.00 to $7.00, which makes it easier to justify the purchase.

One thing to keep in mind is that you may run into an issue with the dimmer switches, which must be compatible with the new bulbs. I’m told that some dimmers can cost up to $100.00, so you have to keep this in mind when considering a changeover.

Recently, when one of my friends built a new house, it was twice the size of their old one, but they have insisted that they are paying the same electricity bill as the old house, mainly because of the new LED bulbs.

The debate continues, but I am nonetheless very happy with my LED bulbs. They save on energy, can be purchased at a significant discount, and have the bonus of helping the environment. In the end, whether you are converting one room at a time or all the rooms at once, LED bulbs seem like a bright idea.

Toronto Hydro Corporation
500 Commissioners Street
Toronto, ON M4M 1B4
(416) 542-8000
torontohydro.com

Best Buy Is Plugged Into Customer Service

April 13, 2016David Lipton Comment

A few months ago, I went into Best Buy because my daughter needed an iPad keyboard case. Since there was a case on sale and it was a brand name that we had trusted over the years, we bought it immediately. A couple of weeks later, however, the case had a crack in the corner, so we had to return to the store for a replacement.

During the second visit, my daughter chose a case of the same brand as last time, but decided on a different colour. Apparently, this colour case was not on sale and was approximately $30.00 more without then discounted model. When we were doing the exchange, I informed the employee about what had happened to the last case, and she immediately obtained approval from a supervisor to provide the added courtesy of allowing my daughter to choose the different coloured replacement at no additional cost. When my daughter and I left the store, it was with a smile on both of our faces.

Our smiles turned into frowns when a few weeks later, the case had yet another crack. Perhaps it was due to a manufacturing issue, as the crack was in the same location as the last one. By this time, my daughter was very upset and annoyed with the brand (note to brands…even 10 year olds have a say in certain purchase decisions).

When we went back to Best Buy once more, we picked out a new case, made by a different company. Although this case was now $10.00 more than the previous case, we reasoned that it would be worth it if it worked properly. At the service desk, I again explained why we were back at the store, and that this is now the third time in less than a month that we were having issues with the original product / brand. Immediately, the employee apologized for what had happened and did an exchange for us, again obtaining management’s approval to exchange the product at no additional cost to us. Once again, when we left the store (a third time), my daughter was happy with her new case, and I was happy with not having to pay again and again for an item.

The Best Buy employees that we encountered were efficient, pleasant, and knowledgeable and clearly attempted to put the customer first. With the increase of online retailers, sales and electronic stores like Best Buy have taken a hit, however, based on my recent experiences with the store’s excellent customer service, I would suggest that there are still numerous benefits to doing business with such a company.

Whether it is the chance to actually experience the product before you buy it, the company’s willingness to price match, and perhaps most importantly, demonstrated commitment to putting the customer first, I believe the company is heading in the right direction.

Best Buy certainly seems to be plugged into customer service….well done!

Best Buy Canada
1-866-237-8289
bestbuy.ca

Union Lighting & Furnishings Brighten My Day

April 6, 2016David Lipton Comment

When my wife and I bought our house, several years ago, it was in great shape, but required some updates to the decor. Since one of the areas we wanted to update was the lighting fixtures, a friend suggested we visit Union Lighting & Furnishings. When we arrived at the location, we were met with a huge showroom that had lights for every price and every style. We were able to find just about everything that we needed, fairly quickly, with the help of knowledgeable employees. Ever since then, we have always gone back to the store for any of our lighting needs.

Recently, we decided to make the move to LED bulbs, and switch over all of our pot lights…over 40 bulbs! Since the bulbs were on sale, and I had government coupons for $5.00 off (to a maximum of five bulbs_), I went straight to Union Lighting & Furnishings. However, I soon discovered that because I needed 50 bulbs, in order get the government discount, I would have to visit the store again and again. I was confused as to why the government wanted to promote the purchase LED bulbs, yet only limit them to 5 at a time….but that’s a discussion for another time.

Union Lighting & Furnishings, however, were the light at the end of the tunnel. They honoured the discount for all the bulbs in one visit, and assured me that they would take care of the accounting and added work on their end. On top of that, it turned out that the sale was only held for the previous generation of LED bulbs, and not the new ones that I had been informed about by an employee, but Union Lighting & Furnishings honoured that as well.

From my first visit to the store over eight years ago, I have been amazed by the company’s commitment to excellent customer service. Whether it’s their product knowledge, the availability of a large selection of styles and models, or the way that employees go above and beyond to guarantee the satisfaction of their customers, Union Lighting & Furnishings truly brightens my day! I highly recommend giving them a visit for all of your lighting needs. You won’t be kept in the dark 🙂

Union Lighting & Furnishings
1491 Castlefield Avenue
York, ON M6M 1Y3
416-652-2200
unionlightingandfurnishings.com

Putting the Fun Back in Customer Service

March 23, 2016David Lipton Comment

A few weeks ago, I read an interesting article about how bricks and mortar retail stores in North America have been losing the battle against online retailers. In the Information Age, online retailers have the edge of easy browsing, fast and free shipping, and customer reviews – all from the comfort of one’s own home.

If traditional retailers are going to be successful, they must step up their game and think outside the box, so as to not lose their customers. It’s been suggested that one of the ways that retailers could do so is to make visiting the stores more fun. People truly want to go out and have a memorable experience, and at the same time, companies need to improve customer loyalty and retention. For example, Chapters / Indigo has cozy seats for customers who love to read, while some grocery stores have cooking demonstrations to entice customers shopping for food and kitchen products, and a few clothing stores and restaurants invite local bands to play music for the customers.

Given the fact that bricks and mortar retail stores in North America are losing customers and online retailers are becoming more effective and prominent, bricks and mortar retailers have to learn to entertain and bring more fun into the experiences they are delivering. I encourage everyone to look out for the fun retailers… they are the ones whose employees seem the most passionate, provide great customer service, and make it worth a trip outside of the house.

Sunnybrook Hospital Shows Its Sunny-Side of Customer Service

March 9, 2016David Lipton Comment

A few months ago, I wrote a blog for North York General Hospital, praising how wonderfully its employees treat patients. Today, I would like to offer the same praise to Sunnybrook Hospital.

A couple of months ago, my father got into a bad car accident. He is an older gentleman, and I was somewhat concerned about the interaction between the EMS workers and himself would be handled, as he was very upset and more worries about picking up his sister (who was waiting for him) than his own well being. Thankfully, his injuries were not serious, but given his age, he was quickly taken to the hospital for precautionary purposes.

Upon arrival he was quickly registered, to see a doctor despite it being a busy Friday evening. When it was my father’s turn to be checked out, the doctor was cool, calm, and organized. He took my father in for an examination, which was followed b some x-rays. While we waited for the x-rays, the doctor came into the waiting area to check up on us, and see how my father was handling the wait. A short time later, after by father complained about a noise in his ears, he was immediately reexamined. Again, the doctor who took a look at my father remained calm, pleasant, and perhaps most importantly…patient throughout the entire process, as he understood that my father was shook up by the car accident.

In addition to the EMS workers and doctors, I would be remiss if I didn’t mention the outstanding team of nurses who work in Sunnybrook’s Emergency Department. While the Department was not as busy and chaotic as on a show such as ER, the staff are certainly busy and running around while always clearly being concerned and focussed on the well being of all patients. Whether it was a few words of encouragement for my dad, finding a chair for my aunt, putting a bandage on my dad’s arm, or assisting the needs of other patients, these nurses are quite pleasant, friendly, and clearly very caring.

Whether it’s the EMS teams who transport patients to the facility, the nurses who do a lot of the care work, or the doctors who must deal with older patients, Sunnybrook Hospital shows its sunny-side of customer service by treating each patient as an individual and treating each patient very well.

Sunnybrook Hospital
2075 Bayview Avenue
Toronto, ON M4N 3M5
416-480-6100

NorthWest Auto Collision is the Master of Repairs

March 2, 2016David Lipton Comment

Many years ago, through family connections, I got in touch with John, who is very reputable in the auto-collision business. John and his business partner Rob own a shop close to where I live, and both of them have worked with a team of on-site specialists for over 35 years. Their team has a high level of experience and are always ready to deliver professional and quality collision repairs.

Every time work needs to be done on my own, my wife’s, or my father’s car, John does an excellent job of coming up with cost-effective ways to do repairs. For example, he would use after-market parts and used parts to do the repairs rather than the more expensive OEM (Original Equipment Manufacturer) parts. I recall a few years ago, when my own and my wife’s cars were damaged in the ice-storm, when John was able to do the repairs for a reasonable price by using different parts that in no way impacted the look or operation of the vehicles, while saving me considerable money.

Aside from saving money, John is one of these people in business, who truly cares about the well being of his customers. Just a few months ago, when my father got into an accident, John was able to quickly arrange a car rental and tow truck to the scene of the accident, making things a lot easier on my dad. Whether during regular business hours or in the evenings and / or weekends, John is just a phone call away, and always willing to be of assistance.

John’s business partner, Rob, is a great mechanic, which is unfortunately becoming a lost art. Rob could sit in a car, drive it around, and after hearing a certain noise, he would diagnose the specific problem and quickly get to work on fixing it. Rob too, uses good quality but reasonably priced parts, which he obtains through a trusted network of contacts and suppliers that he has built up during his years in business.

As regularly mentioned by my postings, I always do my best to support small businesses, and John, Rob, and their team are masters of their craft that deserves high praise and recognition. They are genuine, take good care of their customers, and I highly recommend them to anyone who is in need of car repairs be it body work or mechanical.

John and Rob
NorthWest Auto Collision
961 Roselawn Avenue
Toronto, ON M6B 1B6
416-246-9666
northwestcollisioncentre.com

For Amazing Tours, Patrice Bailey is your #1 Contact

February 24, 2016David Lipton Comment

A few weeks ago, I was on a cruise, and one of the ports we stopped at was Falmouth, Jamaica. Since there isn’t much to do in Falmouth, itself, we had planned in advance to travel from Falmouth to Montego Bay, however we knew that it would be a 20-minute drive. Falmouth was a fairly new port, and sufficient tourist resources had not yet been built, so we didn’t know how we would get a taxi to Montego Bay.

After doing some online research, we found that a woman by the name of Patrice Bailey received many positive reviews for her small business. Her business offers driver services and tours, and the drivers will accompany you throughout the day to take you to your desired locations. From the beach to the markets, to art galleries and just local attractions, the service was said to be prompt and excellent.

After several emails with Patrice, we booked her services for the day, and much to our surprise, we were not asked for payment up front or even a deposit. When we asked how we would find her at the port, her reply was just as quick as it was friendly, and she informed us, “Everyone there knows me. Just ask for Patrice Bailey or ask to be pointed to the white tent!”

When my friends and I arrived in Falmouth, we did just as Patrice had instructed. What Patrice informed us over email was true, and more. It was clear that everyone knew her, and she was very well-respected in the community. When we found her white tent, she greeted us with great enthusiasm… not just a business like hand shake, but hugs as we were friends or family and not merely customers. Within a few seconds she had offered us cold drinks and before we knew it she introduced us to our driver for the day.

The driver was just as friendly and knowledgeable as Patrice. Throughout the day he pointed out people and places of interest to us. Based on one of our requests, he even took us off the beaten path, to introduce us to a restaurant that served delicious patties.

As for Patrice, when we were heading out of the patty restaurant, all of a sudden we hear someone calling our names, and can’t figure out who would possible know us in a foreign country. Much to our surprise, Patrice happened to stop by to check up on us. When she saw us, she ran up to us and asked about how we enjoyed the tour followed by our end of the day hugs and best wishes.

Although the round trip cost for a shuttle bus is approximately $20.00 per passenger, the extra $5.00 for the service provided by Patrice and her team is well worth it. Aside from not having to wait for a schedule service, I can almost assure you that the folks on the shuttle didn’t have a great snack for receive hugs like we did.

For amazing customer service from friendly, knowledgeable, and professional people, Patrice Bailey is your #1 contact in Jamaica!

Patrice Bailey
patbailey52@yahoo.com
876-612-0120