Tag Archives: Customer Experience

Leitner Headsets Stands Behind their Product

Although my blogs are often related to the Toronto area, or the region I live in, SQM is an international company, so I’m always excited when I have the chance to spread the word about businesses in other areas of the world.  Today, I’m glad to be able to put a spotlight on a company that is based in the United States, and ships their product to many other countries. 

Since I spend a good chunk of the day on the telephone, a number of years ago I decided that instead of straining my neck, I’d start using a headset (on a related note, wow does it make a difference….it is much more comfortable).  While I have had several different headsets over the past decade, last year my business partner hooked up a wireless version that is built by a company called Leitner Headsets.  The base is actually plugged into the phone, but the headset itself has no wires attached, and is charged when sitting on the base. 

While the headset is quite comfortable and reliable, over the past couple of months an issue has come up where the headset disconnects, lights flash, and it doesn’t work.  Since the headset wasn’t even a year old, I was getting mildly irritated, as I thought it would be a pain to fix, since the product was from the United States.  Nonetheless, I decided to call up Leitner Headsets to see what could be done.  On the first call, I was quickly connected to a gentleman, who immediately found my account.  He was extremely pleasant to deal with, and since he seemed to be quite knowledgeable, we ended up trying to troubleshoot to see if he could guide me through fixing the problem.  At the end of a short call, he told me that someone would check back with me in a couple of days to see if the issue was resolved, and if it wasn’t they would simply send me out a new headset. 

The very next day, the initial problem occurred again, but before I called them back, I decided to wait to see if I would get a call.  I didn’t expect anyone to call me back, but sure enough two days later, on the day that they said they would follow up with me, they actually did!  This second employee seemed confident that she could fix the issues, she asked if it would be okay to take me through some additional steps before sending me out a replacement headset.  Since the staff have a-can do attitude and the issues weren’t mission critical, I was fine with giving it another shot.

Again, the fix seemed to work for a couple of days and then I started running into the same issues again.  A few days later, I received another follow-up call, and when I explained to them it was still broken, they immediately said that they would send me a new headset. 

After the call, I received a couple of emails, including a note indicating that my headset was on the way, as well as a status update, and although they indicated that it may take up to a week before the new headset would arrive, three days later I received the package.  Even the package showed me that I was dealing with a customer-centric organization, as there were two stickers on the outside of the box.  The first, indicated that the package was “picked with customer love by Mitch” and “thanks for being a loyal customer since 2018” 

But that’s not all!  On the day that I finally got around to opening the box, much to my surprise, the company includes a handful of candies in the package  I can’t recall every receiving an added surprise, like this, and this small gesture certainly put a smile on my face. 

For these days where I’ve often said that successful companies stand behind their product, Leitner was great at troubleshooting and when they realized that wasn’t going to work, they sent me a replacement with no fuss, meaning no stress on my end. They have a great product and clearly a great culture that is focussed on customer service.  They are a pleasure to deal with, and I highly recommend them your headset and telecommunications needs. 

Leitner Headsets 
212-230-4525 
leitnerheadsets.com

 

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Unparalleled Experience

Several months ago, I heard about a popular Middle Eastern restaurant that had opened up in Toronto called Parallel. The restaurant is owned by the Ozery Brothers, of Ozery Bakery fame, and the creators behind the popular pitas that are available across the country and in some select locations in the United States. The Ozery Bakery has been around for more than 20 years and has grown from a small family owned bakery to a staple for alternative bread products. The Ozery Brothers’ new restaurant is sure to become a staple for Middle Eastern cuisine due to the great food, wonderful ambiance, and the overall unique experience that it has to offer.

Where the Ozery Bakery was the creation of just Alon and Guy; Parallel is a collaboration between Alon, Guy and their brother, Aharon. The addition of Aharon is apparent in how the space, location, and ambiance of the restaurant differs from that of Ozery Bakery. By having the three brothers all collaborate together, putting their individual skills and tastes into the restaurant, they have created a restaurant that is bursting with flavour and style.

Parallel itself is a small, open concept space that seats about 75 people. An interesting aspect of the restaurant is that it backs onto the kitchen, allowing diners to see what is happening behind the scenes. The decoration is minimal, though the art pieces that are on the walls, are statement pieces and draw the eye. The high ceilings and the trains that can be seen through the window, give the restaurant a chic, yet warm, ambiance that is reminiscent of a working, living warehouse.

Now, don’t be fooled by the location or the modern ambiance. The food is steeped in tradition, and the dining experience is based in community. The menu is all about shareable items and diners can share beer and food with the table. This adds to the overall experience and charm of the restaurant and makes Parallel a great place for a friendly get together, a date, or a relaxing night out.

The menu offers dishes that suit all likes and dietary lifestyles. Parallel offers gluten free, vegetarian and vegan friendly options, while also offering a selection of diary, gluten and meat dishes. The menu is not overly extensive, but there is enough variety that diners feel like that they can sample a wide variety of flavourful food, and non-alcoholic and alcoholic beverages.

The acquaintance who told me about the new restaurant raved about how great it was and told me that they had already decided to go back. They were very excited, but there was a problem; it was so busy, they had to make a reservation a couple of weeks in advance and they didn’t know if they would be able to wait that long. Now I don’t know about you, but when there is a wait list that long, I know that I have to go and see for myself what the craze is about.

So that’s exactly what I did… two weeks after I had made my own reservation.

When I arrived, my guest and I were immediately greeted and escorted to a table that had already been set. The server was great; they were personable, friendly, and full of suggestions. There was a great variety of food and beverages available, and the atmosphere was lively. The Parallel salad was tasty, and the fried cauliflower was amazing! The mushroom dish was unique and delicious. The flavours of each dish were mouth-watering and memorable. They were plated attractively and were a decent portion size; though, I will admit that I found the restaurant to be a little bit on the expensive side, the food and the experience was well worth the money. I can’t wait to go back again and explore more of their menu, because if the food is as flavourful as the cauliflower or the salad, I know that I am in for an exciting treat.

Living in Toronto means that there are tens of thousands of restaurants that are available to choose from; and it has become increasingly difficult to find a unique, fun, and delicious restaurant that stands out. That being said, Parallel is one of those restaurants that is unique, memorable, and different, and in my humble opinion, everyone should try it and see for themselves how great it is.

Parallel is closed Monday and Tuesday, but it is open every other day of the week, offering both brunch and dinner. So, whether you are looking to try a new type of cuisine, impress a dinner date, or have a fun, relaxing brunch with friends or family, Parallel is unparalleled in providing great food and a great atmosphere, and you should definitely stop by to check it out.

Parallel
(416) 516-7765
www.parallelbrothers.com

 

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Buckling Down the Best Customer Service

From time to time, I’ve purchased various products, either online or at one of their few retail stores in Canada, at The North Face.  The company has anything from casual clothes, outdoorsy-type of clothes, sporting equipment, camping gear, and more. 

Back in 2016, my wife bought me three pairs of shorts. They were all stylish and comfortable, and came in various different colours. While the shorts currently look as good as new, I had a slight problem, last year when part of the plastic on the belt wore down, resulting in the buckle no longer staying connected.  I called up The North Face to see about purchase a new buckle, but it turns out they’ve changed the style to a different buckle that would no longer fit my shorts. In fact, even when I first visited the store, one of the employees I talked to was willing to replace the buckles right then and there, until we realized it wasn’t going to fit. 

Because it was near the end of the summer, their parts department didn’t have my type of buckle stocked, but told me to keep in touch and when the parts came, they’d send them to me.   As time passed, our interactions turned into quite the comedy, as on three separate occasions they sent me the wrong type of buckle.  At one point, I even sent them pictures to describe exactly what I needed, however, I would still end up with the wrong items.  In the end they finally figured out what I needed, and sent me two of the three buckles (because they only had two).  While that would have been more than enough (I could always take off the belts to use with the other pair) the went one step further and offered me a free pair of shorts for the long delay and the inconvenience. 

The moral of the story is that I had often heard The North Face has great products, and as often with companies with good products, they stand behind their brand with great customer service.  Whether it was in-person at one of their stores, speaking to their Canadian head office in Montreal, connecting with their call centre or online exchanges, I’ve had consistently good experience from them.  All employees have a can-do attitude and truly aim to please. 

If you’re looking for great customer service along with great clothing products, check out The North Face. 

The North Face Canada 
514-404-4896 
https://www.thenorthface.com/en_ca/homepage.html

 

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Taking Customer Service Into Account

Sensors Quality Management Inc. is coming up to its 26th year in business. Many years ago, when we first started out, I was fortunate that a few of my friends in accounting assisted me from time to time when we needed help with the books….the dreaded financial books!

When we got to the point where we needed an actual accountant, I had initially reached out to my good friend and lawyer, Mitchell Rose, who immediately recommended a colleague of his who he had met during university: Brian Bossin.

Brian’s accounting firm is named Bossin, Tin Yan Chartered Accountants, and right from our first meeting 20 years ago, I knew that Brian was going to be the perfect fit for both myself and SQM. Brian was clearly experienced and knowledgeable enough to deal with larger corporations, but also patient enough and willing to work with smaller, local businesses.

Unlike the bigger firms that often nickel and dime you as soon as you pick up the phone, Brian and his colleagues are more understanding, and are willing to take calls without running the meter, or meet from time to time to provide advice and direction.

In addition to doing the accounting for SQM, over the years, Brian has also taken care of my personal income taxes, done taxes for other family members, worked on other business-related projects, assisted me with various government applications and paperwork, and played a role in providing me with advice on tax and estate planning.

During the 20 odd years that I’ve known Brian, it’s become increasingly clear that he is knowledgeable and experienced with many facets of both personal and business accounting, and for areas in which he is not an expert, he can often direct me to somebody who is. I know that his advice and expertise is just a telephone call away.

Whether you’re looking for somebody to handle personal matters or your business, I highly recommend you consider Brian and the team at Bossin, Tin Yan Chartered Accountants for all of your accounting needs.

Bossin, Tin Yan Chartered Accountants
416-492-8484

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Good Customer Service is Only a Phone Call Away

My story starts out a number of weeks ago, when I was having problems with my cell phone….had encountered the black screen of death! 

I took the phone to one of my suppliers and he indicated that I was having a software problem.  When I got the phone back, it seemed as if he had corrected the issue, and the screen of death was gone, but I now noticed a pressure crack on my screen.  After speaking to someone else, I was told that the LED bleeding was only going to get worse, and eventually take over the entire screen unless I fixed it. 

With that in mind, I took it to neighborhood store, called UBREAKIFIX, where I met Steve.  Steve was a nice fellow, and told me that he would only fix my screen if he could also clear all of the remaining software issues.  He took some time to run a diagnostic, and with my approval, decided to reset / wipe my phone. 

After he did all of this, I decided to make a call to Rogers (another blog) before I spent the money on a new screen, because replacing it is fairly expensive.  My contact at Rogers managed to get me a new phone, at no charge, and as a result I did not have to incur the costs of putting a new screen on my old phone. 

While there was no guarantee that if he fixed my software problem, he could fix my screen, Steve spent a lot of time trying to help me out. In a day and age where businesses know what they want and how to get it, and have this “what’s in it for me” mentality, Steve took the long-term approach to building a relationship with the customer as opposed to trying to make the quick sale. 

While this situation didn’t result in a sale for Steve at this particular time, I’ve already shared my experience with friends and colleagues and recommended Steve’s store.  Of course, I will definitely use his services in the future as well. 

For any electronic or technical challenges, Steve and the team at UBREAKIFIX are efficient, kind, and a pleasure to deal with. 

UBREAKIFIX 
416-483-3773 
https://www.ubreakifix.com/ca

 

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Dialling Up Great Customer Service

Many of the blogs that I write about are based on my own experiences, and while I try to write stories about my travels and encounters outside of Toronto, I do realize that many of my topics are centered on the Greater Toronto Area.

However, this story is about a Canadian company, and while they are here in Toronto, they’re also right across the country. I’ve written about them in the past, but I feel like it is necessary to mention them again.

For many years, my cell phone and cable provider has been Rogers. One of the reasons behind this is because when I ran into a problem several years ago, I came into contact with a customer representative who was extremely helpful and kind. Ever since then, I’ve kept in touch and she’s always been able to help me out whenever I’ve been in a pickle.

In more recent times, she’s taken on another position within the company but has been thoughtful enough to direct me to employees as kind as herself. Back a few weeks ago, I had a software problem with my phone, which then turned into a hardware problem. I realized I needed a new phone and reached out to one of my new contacts at Rogers—John.

I first connected with John when I was looking to reduce some of the costs connected with my services. At the time, John made a few adjustments, so I ended up with more features and services while at the same time, reducing my monthly costs.

Fast forward to a few weeks ago, when my phone had died and I reached out to him in a little bit of a panic, because like many people, my phone was like my life and I needed it to be working for various reasons. On top of that, my phone was fairly new…only two years old…and should have been operational. Even though John works on the west coast, he got back to me within minutes of me sending him an email, asked me what the issue was, and told me that if I could give him a bit of time, he would work on a solution.

In less than an hour he got back to me and gave me a number of options—all but one of them involved a new phone without any extra charges or long-term commitments. Once I made my decision, I received my new phone just two days later and I was back up and running in no time.

You would expect a company in telecommunications like Rogers to understand the urgency of uptime, and clearly they do from the way that John and some of his other colleagues work.

To tell you how Rogers is evolving as a company, years ago if I had a problem with my bill, phone, or other services, and I had to call Rogers, the hair would stand up on the back of my neck because the entire process was often quite frustrating.

In more recent times, they seem to be changing with the era, and adapting to the growing need for good customer support. I now know that I can count on Rogers to stand behind their services, and support me when I need it.

Rogers
1 (855) 381-7834
www.rogers.com

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Ensuring You Use the Right Insurance Company

This week, I’d like to write a blog about Intact Insurance, however, I’m going to take a slightly different perspective on the subject.

Insurance is one of those industries that touches just about everyone, whether or not you own a house, rent an apartment, drive a car, or run a business. As one of my colleagues says, “you can never have enough insurance”. Most people deal with an insurance company or a broker on a somewhat regular basis, and while buying insurance typically comes down to the cost, I would think that it’s always better and easier to be dealing with an insurance company that has a good reputation in the industry.

Often times, I hear stories about insurance appraisers and adjusters that try to pay as little as possible for claims, or make it very difficult on one to resolve their claims or issues. That said, this story is meant to look at an insurance company from a different angle….

A couple of years ago, my 90 year old aunt tripped on a mat, fell, and broke her hip while shopping at a grocery store. As a result of this accident, a lawsuit was filed as my aunt was incurring a number of significant expenses associated with her injuries. As the lawsuit progressed, we began dealing with a lawyer for the insurance company that was representing the grocery store.

Although I often hear horror stories about dealing with lawyers in such cases, the lawyer representing my aunt was pleasantly surprised by the insurance company’s approach to handling the situation. While many insurance companies would have dragged the process out for as long as possible, given my aunt’s advanced age, all parties involved were looking for a reasonable solution so that my aunt could return to a normal life as soon as possible. While it’s difficult to put a price tag on such a terrible accident, and my aunt didn’t necessarily feel that she received as much money as she deserved, the willingness of the insurance company to move the process along was very much appreciated. It was truly a breath of fresh air to see both the lawyer and insurance company treat my aunt respectfully and professionally, while simultaneously looking out for their interests as well. After the case was settled, I took the time to call the President of Intact Insurance to acknowledge how their in-house lawyer handled this difficult matter in a professional and respectful way.

During the conversation, the President mentioned that Intact Insurance attempts to be a different type of insurance company, and treats people the way their employees would want to be treated themselves. While many companies in the industry say this, very few put their words into practice, however, I can tell you firsthand that Intact Insurance really does have this kind of culture and approach.

Again while I realize that purchasing insurance often boils down to price, I highly recommend that you at least look at Intact Insurance for your insurance needs. They are truly an excellent company to deal with.

Intact Insurance
www.intact.ca

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