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Go-Getter Customer Service for Go-Karts

August 16, 2017David Lipton Comment

For quite some time, I’ve been wanting to take my daughter go-karting. While I realize that there are a number of indoor tracks in Toronto, I’m a bit of a traditionalist and I think it’s more fun outdoors. Although I’ve always been driving past one of the tracks up north, a friend recently told me about an outdoor track, right here, in the city, named ‘Go-Karts @ Polson Pier.’ Indeed, it seemed very promising.

Last Sunday I called the location to gather more information. The phone was answered by an older gentleman by the name of Bob, who also happened to be the owner. Bob was friendly, polite and patient in answering my many questions regarding the hours of operation, pricing, age and height restrictions, and whether it was busy (because I didn’t want to drive down and end up waiting for hours).

When he learned that it was my daughter’s first time he kindly offered us the management special, which brought the price down, considerably. When we got down there, we met Bob, who came out to shake our hands while the employees set us up with tickets and helmets. My daughter went with the two-seater car first before feeling comfortable enough to go out on her own. Within a few laps, she was zipping around the track like Emerson Fittipaldi, and having a great time.

The racing equipment and the track were clean and well-maintained, and the staff were pleasant, polite, and friendly. Furthermore, Bob added to our visit by making it more personal and memorable.

After our fun on the track, we headed back into the downtown area for a bite to eat and some ice cream, which was the perfect end to a great afternoon.

I highly recommend visiting this track for a fun and somewhat different activity.

Go-Karts @ Polson Pier
416-778-5278
www.gokartsatpolsonpier.com

Crazy for Cubana Cuisine!

August 2, 2017David Lipton Comment

Over the last few weeks, my friends have expressed a fondness for Cuban food, so I decided to take them to a Toronto, Cuban restaurant that I had recently been introduced to. The restaurant, named La Cubana, currently has two locations – each with slightly different menus. For their first visit, I took them to the one which I had visited, on Ossington Avenue.

The experience I had there was different from anything else! From the minute you walk in and see the decor, you can tell that it is different from normal restaurants. The main dining room is set up with an old-style lunch counter, complete with a bar and high chairs. There is nice Cuban music playing in the background, adding to the relaxed and open atmosphere.

The menu is simple and straightforward and includes many types of pop, Cuban sandwiches, meal plates, appetizers and desserts. Bread and buns are baked fresh, in-house, and everything is served hot, fresh, and quick. The food is always properly cooked and well prepared, with diverse (and tasty) flavours.

On top of that, the servers are all extremely friendly and knowledgeable, and able to provide detailed descriptions of the various dishes and recommendations.

Near the end of our dining experience, the restaurant ended up having a problem with the internet and consequently, it affected their credit card machine. The bill took 10 minutes to produce, and the servers, empathetic to our situation, took a drink off of our bill.

For a taste of Cuban cuisine without travelling, check out La Cubana!

La Cubana
416-537-0134
www.lacubana.ca

Dyson Leaves the Competition in the Dust

July 26, 2017David Lipton 1 Comment

Based on the advice of a few friends, a number of years ago my wife and I bought a Dyson vacuum cleaner for our new house. The purchase ended up being a great decision, and we liked it so much, that we later went and bought another smaller, handheld Dyson, to clean up smaller messes, dust, etc.

Although Dyson is typically more expensive than the average brands of vacuum cleaners, I truly believe it is worth the investment. The vacuums themselves are engineered extremely well, ergonomically designed, easy to maintain, and don’t have a lot of complicated parts. In fact, given all the benefits, and how pleased I was with the home vacuum cleaner, we also decided to buy a Dyson for the SQM office.

Although our office Dyson vacuum has always been very well maintained, a few weeks ago we began to experience some problems with it. In particular, the rotating brush, or “head” of the vacuum stopped rotating. Naturally, we first tried to fix it ourselves because Dyson products are usually very easy to take apart and put together, but no dice. Our next step was to call Dyson and tell them about our problem. The representative answered the phone quite promptly, asked and answered the necessary questions, collected the model number from us, and told us it was still under warranty. Without hesitation, they offered to ship a new head directly to us.

The process of fixing equipment that was still under warranty was painless, and the new piece was shipped to us, just as promised. Unfortunately, our problems didn’t end there. We quickly discovered that we could not remove the old piece from the hose part of the vacuum. After placing another call to Dyson they offered a new hose piece since simply removing the head was no longer an option for us. A few days later, the hose piece arrived, safe and sound, and we were successfully able to switch the parts out and fix our office vacuum.

Dyson seems to have the perfect recipe for success: great quality products, amazing customer service, and a commitment to stand behind what they sell.

Whether you’re looking for a vacuum, their bladeless fans, or a hairdryer, consider Dyson as a long-term, worthwhile investment.

Dyson
1-877-397-6622
www.dysoncanada.ca

Es Delicioso, El Catrin!

July 19, 2017David Lipton Comment

A few weeks ago, I was told of what was promised to be one of the best Mexican restaurants in Toronto. I was a little hesitant to go because it happened to be located in the Distillery District, where I haven’t had the best experience with restaurants. During past visits to other restaurants in the area, I have found that the food wasn’t that great, the service was slow and unattentive, and prices were through the roof! With that being said, I was told this place was great and after my arm was twisted, we ended up going.

As we approached the location, the first thing I noticed was the patio. It was big, it was beautiful, and it set the perfect atmosphere for a nice dinner. The patio was decorated with all sorts of lights, making it seem almost festive. Once we entered the restaurant, we were immediately greeted by a wonderful hostess, and taken to our reserved table inside the dining room, which was already set up and waiting for us. Within minutes, our server came over and introduced herself. She was extremely enthusiastic, cheery about having us, and constantly making suggestions and recommendations based on her personal favourite items and restaurant best sellers.

With regards to the food, we ordered a variety of items to share – and everything was delicious! The tacos were delectable, and the guacamole was absolutely heavenly…my mouth still waters just thinking about it!

When the bill came, I was delightfully surprised to note that it wasn’t outrageously expensive (like I was expecting). In fact, I was so impressed with the overall service and food that I personally spoke to the manager to tell him how enjoyable the evening was. It turns out it was only our server’s first week and the fact that she provided such amazing and attentive service spoke volumes about El Catrin’s ability to scope out good, hardworking people and train them well.

Without a doubt, I would return for the amazing food and extremely hospitable service. Whether after a walk in the Distillery District, on a warm summer night, or in the middle of the winter, El Catrin makes for a great dining experience!

El Catrin
416-203-2121
www.elcatrin.ca

Dickson Home Hardware Knows the Key to Success!

July 5, 2017David Lipton 1 Comment

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

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

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

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

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

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

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

Cool cocktails and Awesome Americanos

June 21, 2017David Lipton Comment

Hello again! It’s Clare here and I’m taking over David Lipton’s blog to tell you about a restaurant worthy of a spot on SQM Picks. Last month, I had some work to do and in my classic disorganized style, I left it to the last minute. It was later in the evening than I had planned to get to work, so I had to find a place where I could type into the night.

I stumbled upon Voodoo Child, which is just as cool as its Hendrix-inspired name suggests. It is open late and has a very cool atmosphere. The café features dim lighting and low hanging lights, creating a unique feel. Instead of my usual coffee house cohorts, I was surrounded by young people with many different agendas. Nearby, there was a couple that appeared to be on their first date, some young professionals sipping Wu Tangs while typing away and a few folks hanging out and enjoying the live music, which happens every Tuesday night.

During the day, Voodoo Child utilizes a communal table that has a great view of the ever-busy and trendy College Street West. On Tuesday evenings, the café moves the table aside, so live performers have a place to play their tunes. On this particular night, there was a trio playing folk tunes that made everyone including the friendly bartender/barista tap their feet.

I knew I’d be in for a long night so the first beverage I ordered was a black americano. The bartender-barista explained I had the choice between two different blends of espresso – this evening, the choice was between a juicy one, with tasting notes of cranberry and stone fruits, and one that was described as syrupy, nutty and chocolatey. I opted for the chocolatey one and was very pleased with my choice.

When it was time for my second drink, I ordered the Wu Tang bourbon cocktail, which is a bit stronger than my chocolate flavoured americano and it tasted delicious. The bartender described it as “not too sweet and pretty strong”. The menu includes everything from a classic Old Fashioned to the Wu Tang and a drink called the Suffering Bastard.

This isn’t necessarily a place to take the kids, but if it’s early and you’re looking for a great latte (served in a skull glass), an americano, or even a drip coffee, Voodoo Child is the place for you. If you get there before noon, you can purchase an americano and a locally baked muffin for only $5.25. If you’re looking for something a little more substantial, the shop offers wood-fired bagels with a variety of toppings.

This is definitely a place where you can start your day with a yummy coffee and end it with a strong cocktail. You might even find yourself back there the next morning if you enjoyed one too many Suffering Bastards.

Voodoo Child Espresso and Cocktail Bar
647-748-1011
www.voodoochild.ca

Up, Up, and Away – Beyond Great Service at Buffalo Airport!

June 14, 2017David Lipton 1 Comment

Flashback to ten or twenty years ago, and there was a long period of time where it was significantly cheaper to fly out of the US, instead of Canada, due to the difference in taxes and fees.

In fact, the cost savings were so significant, that many people found it more economically efficient to fly out of the US (driving down to the states, go about their travels, and drive back to Canada upon their return). In addition, it really wasn’t difficult to make the arrangements, so for the extra driving time, and slight inconvenience, it was well worth it.

Fast forward to the present day, and although the difference in pricing isn’t as significant, I still think it’s worth it for Canadians to consider flying out of the United States.

In my case, Buffalo is an easily accessible city if travelling by car, and is one of the reasons why the Buffalo Niagara International Airport is a hotspot for travelling Canadians. My family and I passed through the airport during a recent trip, and I couldn’t help but think of several benefits for using the airport:

When arriving at the airport you would have already cleared customs, as a result of driving down from the Toronto area.
The airport itself has a modern, clean look to it, and while it is a large airport, it is nowhere near as busy as Pearson, meaning shorter (or no) lineups, resulting in far less stress and pressure.
Getting through security seems to be far less of a hassle than in other airports.
The airport has many plugs and open electronic ports to charge laptops, phones, and other devices.

In a nutshell, the airport is a modern facility that supports easy travelling, while providing a variety of features to suit the needs of every traveller.

Aside from the airport, there is an abundance of hotels nearby, with great room rates, and shuttles that take you straight to the airport…perfect for those with an early morning flight. In fact, some of the hotels are so close that you could literally walk across the street in less time than it would take to grab a shuttle. Many hotels also accept Canadian currency at par and allow you to park your vehicle for up to 14 days.

The only potential drawback to flying out of Buffalo would be the risk of bad weather in the winter, as there is a higher risk of flights being delayed or cancelled, compared to Toronto.

In more recent times, the airport opened a Tim Horton’s inside the terminal, which tells me they know their consumer base well!

Buffalo Niagara International Airport
https://buffalo-niagara-airport.com/
1-877-359-2642

Thrifty, Nifty, Studio 50

June 7, 2017David Lipton Comment

Every year, as my anniversary approaches, I become increasingly stressed trying to find the perfect gift for Princess Wifey, but this year went much smoother!

My luck began, last fall, when my wife and our friend attended an art show, and came across a unique and masterfully-crafted, functional art piece.

The item was a piece from Studio 50’s Rock Bottom Collection, and consisted of two parts…a glass flask, and a base made of varying types of stone. Depending on what type of beverage it was being used for the stone base could be either heated up or frozen, resulting in the liquid in the flask being kept hot or cold.

After I learned that my wife had fallen in love with the piece, I was on a mission to purchase it in time for our upcoming anniversary, however, the art show only occurred a couple of times a year, and wasn’t going to be in town until after the big day. Fortunately, the products were available online, and while I preferred to see the various choices in person, I wasn’t going to be able to do so.

Enter Kim, from Studio 50, who I connected with first via email, and then over the phone. Kim was more than happy to answer all of my questions, with unfounded patience, and clarified how they shipped the merchandise, and how long it would take to arrive.

My only dilemma was deciding on a colour for the leather wrap that came with the set, and Kim was kind enough to send me samples of a couple colours, with the option of exchanging them if necessary.

At one point, she became so familiar with me, she would ask about the condition of my aunt, who had recently broken her hip. Although a little thing, I was quite impressed that she remembered, and grateful that she cared enough to ask about her.

Of course, I did end up buying the piece for my wife, and the package arrived quickly, and safely wrapped in paper and bubble wrap. Clearly they have their shipping down to a fine art!

Studio 50 also advertises a variety of stunning pieces, including a concrete table, a hardwood mirror, and much more. Prices are reasonable, and the pieces are truly beautifully made and intricately designed.

If you’re ever looking for a unique gift supported by excellent customer service, take a look at Studio 50!

Studio 50
www.studio50.ca
1-226-208-1428

The Senator Restaurant is a Classic for a Reason

May 31, 2017David Lipton Comment

Hello there! My name is Clare Jenkins and I am one of the new interns at SQM Inc. This week, I am taking over David Lipton’s Blog, SQM Picks.

A few weeks ago, my friend and I were debating where we could go for a good breakfast in the downtown core. We were pretty hungry, so I suggested eating at The Senator Restaurant. For transparency purposes, I am an employee of The Senator Restaurant but have never eaten breakfast there until this day.

The Senator Restaurant is a cool, old school diner, that makes you feel like you are being transported back in time as you walk through the entrance. It is the oldest standing restaurant in Toronto and it is nestled next to the Jazz bistro and situated across the street from the Ed Mirvish Theatre on the corner of Victoria and Dundas.

There is no question as to why The Senator has been around for so long! The Senator welcomes all guests and has an old fashioned charm resembling the diners of the 1940’s. Guests enjoy the welcoming atmosphere, comfortable seating, tasty food, and the quick and friendly service.

The dinner menu provides guests with an array of old-fashioned comfort food including: classic meatloaf, chicken pot pie, liver and onions, and burgers. My favourite items on the dinner menu are the macaroni and cheese and the roasted beet salad with citrus dressing.

Considering I had never eaten breakfast at the Senator, I asked our server what he would recommend and Alan suggested I try the eggs Benedict with a glass of freshly squeezed orange juice. Since I’m a sucker for seafood, I opted for their smoked salmon Benedict. The best part? They smoke the stuff in-house! My benny was served on a homemade biscuit with runny poached eggs and a tangy, yet buttery and smooth hollandaise sauce that made me forget all the times I promised myself my summer body was the most important thing.

The Senator is a fantastic place to take the entire family. The meals leave you feeling warm and satisfied and can be modified for children and adults. If you plan to go in the evening, make sure you book a reservation, since they get really busy catering to theatre goers, students, families, and their regulars of twenty plus years. If you do have to wait, make sure you check out some of their original menus, which list steak at 99 cents! Tasty food, fast service and an old school charm, definitely makes this place worth the wait.

The Senator Restaurant
(416) 364-7517
www.thesenator.com

Driving Success with Excellent Customer Service

May 10, 2017David Lipton Comment

For many years, both my wife and I have been driving Nissan vehicles, and I’ve been very happy with them. In fact, I’ve been so happy that I bought out both leases and kept the cars longer then I might normally have.

Several years ago, I went to Maple Nissan in Vaughan, since I had an issue with the tire pressure sensor in one of my vehicles. I rarely contact the dealerships as I have a few trusted mechanics that I go to for all my work, but for something like this, I did my research, and learned that it’s better to have the actual Nissan factory product, which is significantly pricier than after market products.

Fast forward to a couple of weeks ago, and the tire pressure sensor came on again. After checking the pressure in the tires and discovering they were all fine, I thought, there is a good chance that this was a problem with the sensor. Since the initial repair was done less then two years ago, and was somewhat expensive, I decided to follow up with the dealership. I called them up and introduced myself to the Service Manager, Matthew Grieco, and told him that I used to deal with one of his colleagues who no longer works there. I explained the issue to Matthew and told him I was a bit upset since it wasn’t too long ago that I fixed the sensors for the first time.

Matthew told me to come over to the dealership so they could make sure that this was in fact an issue with the sensor and have a look at what they could do about it. We then arranged a specific time and I headed to Maple Nissan.

As soon as I arrived at Maple Nissan, Matthew was there to greet me and had one of his mechanics take a look at the vehicle. After about 15 minutes, Matthew told me that they were reprogramming some of the sensors and this should take care of the issue. While I was glad that the problem seemed relatively minor, I was prepared for a hefty ding of a diagnostics fee (anyone who’s been to a dealer knows the feeling of receiving the dreaded bill at the end all too well). However, Matthew told me it was no problem and not to worry about a charge. Matthew said he was glad to take care of the problem and apologized for the inconvenience.

In a day and age when most automotive dealerships are making money off of service, Matthew could have easily charged me for diagnosing the problem but he took care of it, and kept me very pleased. Since then, I have told a few friends how great the service is at Maple Nissan. At Maple Nissan they stand behind their product and provide excellent customer service. It goes without saying, if I ever need to buy another Nissan, I’ll go back to them.

Maple Nissan
(905) 417-7211
www.maplenissan.com

Putting the Sunny Into Sunnybrook Health Sciences Centre

April 19, 2017David Lipton Comment

Last year I wrote about Sunnybrook Health Sciences Centre when my father was taken there after a car accident. Fortunately, my fathers visit only involved a short stay in the emergency room. In more recent times, my aunt fell and broke her hip and was transported to Sunnybrook by ambulance. Unfortunately, this was not a three or four hour visit but ended up involving surgery and a stay as an inpatient.

During this time, I saw firsthand how Sunnybrook’s outstanding service and commitment to health care extends far beyond the emergency room. Whether it be the Emergency Room nurses, the orthopaedic surgeon, the ward administrator, ward nurses, dietitians, and a host of other staff, Sunnybrook takes it upon themselves to ensure extra special attention and care is taken for elderly patients. The staff went above and beyond accommodating special requests such as finding my aunt food that would meet her needs, answering my numerous questions and taking the time to provide me with updates so that the family would feel as comfortable as possible.

Perhaps the most surprising sign, of how in tune Sunnybrook employees are with the needs of the people who come through their doors, can be exemplified by my interaction with the security guard working in the emergency room. While most security guards would have just sat there being seen and not heard, this gentleman said, “I hope your day gets better,” as I was leaving. His comment clearly showed compassion when dealing with people and it demonstrated that he understood if somebody was in the ER, they were probably not having a great day.

In a time when health care professionals consistently blame a lack of government funding for an inability to do their jobs, I never once heard such comments or got that feeling from any of the employees working at Sunnybrook.

The only thing that could have made my experience better would be better parking rates and longer business hours at the Tim Hortons in the hospital!

To the Sunnybrook Medical Team, thank you for all you do!

Sunnybrook Health Sciences Centre
416-480-6100
www.sunnybrook.ca

You Can’t Go Wrong Dining at Cobourg’s Buttermilk Café

April 12, 2017David Lipton Comment

A few weeks ago on a Saturday afternoon, I was visiting an old friend who lives in Cobourg, Ontario. He chose to take me to a popular local restaurant called The Buttermilk Café for lunch.

When we were parking the car, he said he was recommending this establishment because the food was really tasty and the restaurant is known for providing excellent customer service. In particular, he told us about a time when he had a problem with his meal and how the restaurant bent over backwards to make it right and apologize for the inconvenience. To this day, he has not forgotten what they did for him, so as an aside, it just goes to show how service recovery can lead to loyal and long-lasting customers.

Within a couple of minutes of being seated, the server took our order and quickly brought us our drinks. Before we knew it, our main courses arrived and it was at that time when I realized I made a mistake on my order. I ordered an omelette thinking that it included red peppers, when in fact, it came with green peppers….which I can’t eat.

Just as we were beginning lunch , the server came back to check on our table and see how our meals were (table checks are another sign of a good restaurant!) and she noticed I wasn’t eating my food. She asked me if everything was all right and despite me insisting that the mistake was mine, she immediately scooped up the plate and said she would have it remade without green peppers. I told her it was unnecessary, since it was my own fault, but she insisted on remaking the omelette as “The Buttermilk Café wants all of their customers to be happy and satisfied”.

At this moment, I realized The Buttermilk Café clearly cares about their customers. Where most servers would have just been sympathetic and said sorry or something along those lines, this establishment wasn’t satisfied until the customer was.

The new omelette was just as terrific as the service, arriving hot and fresh.

Between the great home cooked food and a clear commitment to customer service and satisfaction, if you ever get out to Cobourg, you won’t go wrong dining at the Buttermilk Café.

The Buttermilk Café
905 373-7247
www.buttermilkcafe.com

Sky High Customer Service

February 22, 2017David Lipton Comment

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

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

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

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

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

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

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

How Starbucks Became my “Third Place”

February 15, 2017David Lipton Comment

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

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

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

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

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

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

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

Walmart’s Improving Customer Service

February 8, 2017David Lipton Comment

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

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

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

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

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

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

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

Stellar Cellular is Truly Stellar!

February 1, 2017David Lipton 1 Comment

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

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

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

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

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

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

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

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

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

January 25, 2017David Lipton Comment

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

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

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

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

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

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

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

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