Tag Archives: Customer Experience

Taking It On The Road!

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Similar to last week’s post, we’re still looking for exceptional companies to highlight. The responses have been fabulous so far, so we’re extending the invitation to keep nominating the very best. In particular, we are interested in hearing about your favourite businesses that are outside of Toronto and especially in other countries around the world.

Please tell us about your favourite:

  • Pizza place
  • Restaurant
  • Brunch spot
  • Retailer
  • Local merchant (small business)
  • Tourism destination
  • Hotel/resort
  • Clothing store
  • Grocery store
  • And any hidden gems that you are willing to share!

In addition to the name of the business, we’d also like to know why you’re nominating them. Did you have a memorable experience there? Did they go above and beyond the call of customer service duty? We’d like to know!

Please email your favourites to: davidL@sqm.ca

In the weeks ahead, we will share your suggestions and recommendations, and rest assured you will be mentioned in any blogs that feature the business.

Thanks again for all of your wonderful comments and for reading SQM Picks. Your insight has been a great help in helping SQM define what true customer service means.

 

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Help Us Help Your Favourites!

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I hope that all is well and that your summer is off to a great start!

Over the next few weeks, we’re interested in hearing from you as we want to continue highlighting outstanding businesses around the world.

With so many readers from across the globe, we’re looking to you, our readers, for your input. In particular, we’re looking for exceptional businesses including your favourite:

  • Pizza place
  • Restaurant
  • Brunch spot
  • Retailer
  • Local merchant (small business)
  • Tourism destination
  • Hotel/resort
  • Clothing store
  • Grocery store
  • And any hidden gems that you are willing to share!

In addition to the name of the business, we’d also like to know why you’re nominating them. Did you have a memorable experience there? Did they go above and beyond the call of customer service duty? We’d like to know!

Please email your favourites to davidL@sqm.ca

In the weeks ahead, we will share your suggestions and recommendations, and rest assured you will be mentioned in any blogs that feature the business.

SQM is looking forward to hearing from you all, and as always… thanks for reading SQM Picks!

 

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I Can See Customer Service Clearly Now!

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For many years, I’ve been buying my glasses from a local eyewear store, Universal Optical. It’s located at Lawrence Plaza, on the northwest corner of Bathurst and Lawrence. Although I wrote about Universal Optical in the early days of SQM Picks, after recently visiting the store I thought it would be appropriate to highlight this business once again.

The owner of the business is a gentleman named Mayer. Mayer is all about customer service. He provides customers with the best product for their needs and at the lowest possible price, while still making a living. He’s got an extensive selection of eyewear and contact lenses, but as with most healthcare professionals, it really boils down to the amount of attention and care that he provides to anyone who walks through the door.

Care can be demonstrated in two ways. One is the way in which you treat people from a health standpoint. As an example of this, when I sent my dad in to get new glasses, the optometrist did a vision test and realized his prescription had changed, but also discovered that he had cataracts. Before the optometrist made new glasses, she wanted my dad to take care of the other issues first. The optometrist could have very easily just made the glasses, then have them remade, but she was willing to take that extra step for the benefit of my dad’s ocular health.

From the customer service point of view, the folks at Universal are always willing to go the extra mile. As an example, a couple weeks ago I dropped by the store because the lens from my sunglasses popped out. I didn’t even buy them from Universal Optical, but Mayer took the glasses, popped the lens back in, adjusted the sunglasses so they would fit me properly, cleaned the glasses, and gave me a new, protective case. He did all of this without charging me, and refused to even take a couple of dollars to buy himself a coffee! Of course, the reason he did this was because he’s a businessman who thinks in the long-term. Yes, he didn’t make any money spending two minutes to fix and clean my glasses, but he knows I’ll come back to him when I need a new pair, and will certainly recommend him to friends and family.

In a day and age where consumers often forget about small businesses, Universal Optical is the perfect example of why you should still support your local businesses and the great service that many of them provide.

Universal Optical
www.universaloptical.ca
416-780-9112

 

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A Valued Shopper at Shoppers

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Before I actually moved to my neighbourhood, I had the opportunity to deal with a particular pharmacist, in the area. His name is Jatinderjit Dhaliwal, and he is the owner of the Shoppers Drug Mart which is located at 3874 Bathurst Street at Invermay. When I first met Jatinder, many years ago, he owned a smaller Shoppers Drug Mart, located a few blocks away. This original store, focused mainly on filling prescriptions, as it had very little retail space. It was truly a hole in the wall.

One day, I went into the original store, needing something quickly, and got the prescription filled in a matter of minutes. Given how amazing Jatinder and his colleagues were. I always remembered the great job that they did. Years later, I moved into my current neighbourhood, around the same time that Jatinder took over an old gas station and built a much larger Shoppers Drug Mart. Since that time, Jatinder and his team have taken care of me, my family, and even my extended family.

Whether it’s for prescriptions, health and beauty items, or their grocery section, the store always seems to have what we need. That said, perhaps even more important than the food, toothpaste, or shampoo is the amazing pharmacy team! The pharmacy team is always willing to review medication instructions with me, and in fact, go a step further…..if they think there’s a concern with the medication, they will bring it to your attention and recommend alternatives; however, they always do suggest you speak with your doctor.

The team fills prescriptions as quickly as they can and they always seem to accommodate special requests.

When I’m dealing with the needs of my family members, some of the stress is taken off of my shoulders because of the quick and precise work they do. For seniors, they even put the medication in blister packs and deliver them on a weekly basis. They truly have been an integral part of my healthcare team.

In more recent times I’ve learned that Jatinder not only owns the store on Bathurst but also owns locations at Dufferin and Lawrence and Dufferin and Eglinton.

I realize most people aren’t going to come across towns to get prescriptions from one particular pharmacy, and this will only apply to people in the immediate area, but I highly suggest Jatinder and his team for your prescriptions and other healthcare products. If you do come from further away – you will find it worth the trip!

Shoppers Drug Mart – Bathurst and Invermay
416-635-5601

 

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Picturing the Perfect Customer Service

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I discovered Picture Picture about three years ago when I needed to have several pictures framed. I went in on a weekend and I met a very pleasant, friendly gentleman by the name of Benny. The operation is actually quite a big facility, including hundreds of different frames to choose from. They also have different types of glass and material to use, and on top of that, they can do dry-mounting. Additionally, they also sell ready-to-choose framed items, including anything from landscapes to sports posters, to cityscapes, (including lots of photos and paintings of Toronto), to objects like food or flowers.

While I’ve been in numerous times to have different items framed, a couple of weeks ago I gave Benny and Co. a bit of a challenge. I had a poster that I had purchased from the Grand Ole Opry, and I had a vision on how I wanted it framed, so I brought him a couple of pieces of barn board (thick wood from the side of a barn) and wanted to somehow affix the poster to the wood.

First, Benny had to figure out a way of attaching the two pieces of wood together…neither of which was smooth. After he solved this challenge, he needed to figure out how to attach the poster to the wood. Lo and behold, he came up with a solution that was inexpensive and relatively simple. When my wife and I saw the end result, it was exactly as we pictured and better than we could have hoped for!

Benny and his colleagues did such a great project with this one, we decided to throw another curveball at him with some other unique and challenging framing projects. Again and again, Benny came through with flying colours.

Whether it’s as simple as a diploma, a treasured family photograph, or a piece of expensive art…where the frame has to be just perfect, Benny and his colleagues have your back. I highly suggest him for all of your framing needs.

Picture Picture
(416) 787-9827
http://www.picturepictureco.com/

 

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Great Customer Service from Great-West Life

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I realize that many people don’t always look at insurance companies in a positive way; however, on several occasions, I’ve written about my experiences dealing with these organizations – all of them being quite positive. As a result, I wanted to continue the trend and speak about yet another one that I’m very pleased with.

SQM’s benefits program is presently handled by Great-West Life Assurance Company. While I am also the employer, thankfully my contact with them is generally limited to when I’m submitting a claim for prescriptions, massages, physiotherapy, etc. On the odd occasion I’ve had to reach out and speak to someone to get more information, or for help completing the claims process, and I find that their call centre staff are very friendly, professional, and knowledgeable. When the call is completed, I have always hung up with complete confidence in the information provided, or that my issue will be quickly addressed.

In addition to their call centre, the company has a great online claims submission system. Unlike the old way when you had to mail something in and photocopy the receipts, all you have to do is fill out the forms online. If there are no snags, the money is placed in your bank account within a few days. On some occasions, when a receipt is requested, all you have to do is take a photo and email it off to them. When it comes to claims, they really have made the process as simple and seamless as possible.

Putting on my employer hat for a minute, when choosing an insurance company, it often comes down to price and product. However, it’s great when you can do business with a company that also provides outstanding customer service.

While I often recommend dealing with the companies we highlight in this blog, I recognize that when it comes to insurance companies, there’s a number of individual requirements and specifics to be met. However, I highly recommend considering Great-West Life.

https://www.greatwestlife.com

 

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The Fabric of Customer Service

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I first heard about Paul’s Tailors through a neighbourhood Facebook group, when someone was asking where to take an expensive dress to be altered. Even though there are a lot of businesses in the area, the majority of people in the group recommended Paul’s Tailors.

The business is a small, well-known store located on Bathurst Street, just south of Hwy 401. The store does tailoring, alterations, and cleaning. They work extremely efficiently and I was told they are less expensive, despite the high-quality workmanship.

They’ve been in business for almost 40 years. Even though it’s called Paul’s Tailors, it’s owned by Harry and Jack. Harry’s wife, Renee, also helps run things.

My first experience was several months ago when I got a new suit and needed to have it altered. Knowing that it is the go-to place in the area, I headed over to see what they could do for me. Once I arrived, I learned that there are a lot of well-known people that take their clothes to Paul’s for tailoring. From celebrities to athletes, including players on the Toronto Maple Leafs, all have their photos and autographs hanging on the wall.

Yet, Harry and Jack treat you with the same level of respect…whether you’re a celebrity or an average Torontonian.

My most recent trip to Paul’s Tailors is a great example of service and of a business thinking about the long-term. I was originally heading to another place that I often go to when I need something small stitched up, but as I was driving by, I thought, “it’s closer, why don’t I just pop in?” When I got to the door, I realized that they were about to close, but Harry immediately told me to come on in. I explained that my daughter had a purse and one of the straps had fallen off and that she needed it in time for an upcoming party. I explained jokingly that my daughter was upset about her purse and because my daughter was upset, my wife was upset, and everyone was taking it out on me. Harry laughed, said to me, “let’s take a look!”, and sat down at one of the sewing machines. In less than five minutes, he was back with the purse and it was looking like brand new.

He jokingly said, “Hopefully this will keep your wife and daughter happy,” and wished me a good day. I asked him how much for the purse, but he only told me not to worry about it and that he’d see me again some time.

Now, this is excellent service! Firstly, he repaired the purse right then and there, whereas he could have asked me to come back tomorrow. I would have been more than happy to pay him $10.00 or so to fix it, but he understands the value of a long-term business relationship. He knows that he kept me very happy and I’m certainly going to come back. On top of that, chances are, like I’m doing now, I’m going to tell my friends, family, and all sorts of people about how great he is to work with.

Paul’s Tailors has been successful for many years because they have the perfect recipe for doing business……high-quality workmanship, great customer service, and the understanding of the value of a long-term customer.

Whether it’s a quick fix-it or something that requires fancy alterations, I highly recommend Paul’s Tailors. He has my business all sewn up.

Paul’s Tailors
416-781-5366
http://www.paulstailors.com/

 

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