Tag Archives: Service

The Grass is Greener with Scotts Lawn Care Products

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For as long as I can remember, I’ve always taken great pride in my lawn. I vividly recall the day when we first bought our house, almost 10 years ago. The previous owners were an older couple and didn’t seem to take much care of the grass or do much landscaping. That first spring I spent countless hours pulling the weeds, fertilizing, seeding, and watering. I was satisfied when my neighbours commented how the house went from having the worst lawn on the street to the best.

While I do the work myself such as cutting the grass, landscaping, and taking general care of the lawn. I’ve had some challenges over the past two or three years. In particular, I’ve had chinch bugs. For those who don’t know, they’re very tiny bugs that eat the root systems of your grass. Then eventually your grass dies leaving nothing, but a brown patch.

Unfortunately, the only telltale sign that you have chinch bugs is when you start to see patches of grass that look dry and it quickly dies. Before you know it, it’s too late to do anything. While there are products on the marketplace that will supposedly kill the chinch bugs, most people will tell you it’s very difficult to get rid of the problem.

Last year, I managed to get rid of the chinch bugs loitering around my lawn, but a good third of my front yard was ruined.  As a result, I had to put down lawn seed and I typically use Scotts lawn care products. While hindsight is 20/20, I thought it was going to be much more work to put down sod, so I got a big supply of triple mix soil and a couple bags of lawn seed to see if I could rehabilitate my grass.

After a few fruitless tries, I sent up the white flag and called Scotts directly to see if they could help me out because despite all my efforts the lawn was looking absolutely wretched. I guess they got some entertainment in the way I approached them, and I ended up getting a call from Scott from Scotts. He is not in any way related to the owner of the company, but certainly knows the lawn care business!

Scott took some time to give me some helpful tips and suggestions. He told me they wanted me to be happy with the product and that it’s not usually the product, but how it is handled. Based on what I told him I was doing, it sounded as if I might not have watered it enough or used enough topsoil, and so he gave me some hints on how to effectively use the product.

Scott said I also might get a call from customer service, and that they might send me some more lawn seed. True to his word, the very next day I got a call from someone at their head office. They apologized for my disappointment with the product, even though I had made it clear that it had been my fault for using it incorrectly. The woman who called insisted on paying me back for the product and even sent me a cheque so I could buy more lawn seed.

Between them going out of their way to give me some helpful hints and reimbursing me for a product that was clearly not faulty, they’ve kept me extremely happy as a customer. Given that the hot summer continues to pose challenges to my lawn rehabilitation efforts, there is no doubt that I’ll be purchasing more lawn care products from them in the weeks and months ahead.

Between their excellent customer service philosophy and how amazing they are to deal with, I recommend Scotts for all of your lawn care needs.

Scotts
1-866-436-7645
www.scotts.com

 

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In Way Over Your Head? Raul Santos Has You Covered!

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Many months ago, I wrote about a contractor by the name of Armindo Rego, who had done some work at my house. Armindo had done a great job when we first moved in 10 years ago, and I’ve stayed in touch throughout the years. Over that time, Armindo has helped me with all sorts of projects, including referrals to other people in the trades, depending on what I need to be done. I always go to him for recommendations because I’ve come to trust him so much.

A couple of years ago I needed someone to inspect and repair my aunt’s house and he suggested Raul Santos from New Way Roofing System Ltd. Raul came out to my aunt’s house to see what he could do and whereas most people could have said my aunt needed a whole new roof, he only suggested a couple of minor repairs. Because he understood pricing for a senior citizen the work only cost me three or four hundred dollars. Since he did such a great job I always kept him in the back of my mind for any work I needed be it at my house, a friend’s, or family.

Recently, I knew I was going to have to replace our roof, so I called up Raul. Raul’s team works quickly, but they don’t rush. They did a professional job by taking the old shingles off and making repairs to the roof before they put on the new shingles. On the two days that they worked, each and every time they left everything was tidy and clean. You wouldn’t have even known that they were there if it weren’t for my spiffy looking new roof.

The guys from New Way Roofing Systems are polite, professional, and hardworking. They did a great job on my roof and I am very pleased with it. A number of people commented on how nice our new roof looked!

A roof is one of those home repairs that you hate to do, but it is a necessary evil. You don’t get any pleasure out of the roof other than it keeping you dry and protected. You simply don’t get the same enjoyment compared to putting in wall units, a gas fireplace, or a brand new TV. However, having my roof repaired was a painless process this time around.

Between Raul and his great workmanship, my roof looks awesome and people continue to tell me how nice it is.

New Way Roofing Systems
Raul Santos
416-230-2534

 

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The Gift of Great Customer Service

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As you know, I’m always trying to highlight small businesses and neighbourhood businesses and that’s the case with this particular blog post.

On the northwest corner of Bathurst Street and Sheppard Avenue, there’s a small strip mall with approximately 25 stores. One store that has been there for ages is called All in The Cards. It’s a small gift shop that also sells greeting cards but also happens to have a post office.

I believe the owner’s name is David, and he and his staff are always very friendly and polite. Even the younger staff greet you as soon as you walk into the store. This seems to be a challenge these days for many retailers, but David’s crew is always friendly and smiling. In addition, they’re always helpful whether you’re looking for a gift, in need of greeting cards, or have something to mail.

One of the things that I like about their particular post office, is that if they can find a less expensive way, with good or better service speed, to send a package, they’ll suggest different tricks of the trade. As a result, the employees there have saved me quite a bit of money, and my packages always arrive safe and sound.

Recognizing that it is a neighbourhood business, if you live in that area or ever happen to be driving through, I suggest stopping in for any of your gifts, cards, or postage needs!

All In the Cards
416-398-0579
www.allinthecards.ca

 

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Diamonds And Customer Service Are Forever

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This story starts approximately 17 years when I first proposed to my wife. At the time, I decided it might be best to have her involved in picking out a ring, so I could be sure everything was to her liking. When I had proposed, I used a stand-in ring and the plan was to go ring shopping together.

When our friends first learned we were engaged, aside from congratulating us, everyone recommended friends or acquaintances of theirs from which we could buy a ring.

My first interaction with Ron Pollock, owner of Ron Pollock Importers, almost ended with us not doing business. I had given him a call, only to find out I could see him by appointment only. Given my busy schedule, I had to move him to the bottom of my priority list as I had preferred a place where I could walk in at my leisure.

Over the next couple of weeks, I went to a couple of people but wasn’t impressed at all. Almost on cue, I received a phone call from Ron, who asked when I was going to come in. Given that I’m always impressed when a salesperson dedicates the time and energy to follow up with a potential customer, I decided I would give Ron a try.

Ron was very pleasant, knowledgeable, professional, and his high-quality jewelry (and diamonds) was very reasonably priced. As a result, we ended up buying “The Ring” from him, and since that time we’ve bought other items as well.  We’ve also recommended him to many other friends and family members, who have also been extremely happy with his service and his jewelry.

In more recent times, he’s also been accommodating and willing to help out my dad and my aunt when they need one of their old watches cleaned or repaired. Even though it’s not necessarily high-end jewelry, Ron is always willing to help out or pitch in whenever he can, to keep his customers happy. 

Whether you’re looking for a traditional engagement ring, customized pieces, repairs, or even appraisals, I definitely recommend Ron and his team for all things jewelry.

Ron Pollack Diamond Importers
27 Queen Street East, Suite 905
(416) 362-4822

 

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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 Taste of Pittsburgh

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Since my wife is in charge of meal planning for all of our trips, I wasn’t sure what to expect food-wise but I was pleasantly surprised to find a lot of amazing restaurants in Pittsburgh. Highlights included:

Primanti Bros: Whenever I asked about Pittsburgh, people have told me that I have to visit Primanti Bros. The place has been around for about 80 years. It started out as a small sandwich shop in the Strip District and because most of the clientele were truckers, they started designing their sandwiches with french fries and coleslaw right on the sandwich itself….for ease of eating while driving. The four elements that make up most of the sandwiches….. the bread, meat, french fries, and coleslaw…were all delicious. The sandwiches were all big, solid, excellent sandwiches. Whether it’s for breakfast, lunch, or a late-night bite, I definitely agree that Primanti Bros. is worth a stop. Or maybe more than one….

Gaucho Parrilla Argentina: This unique hotspot is open for lunch and dinner, and they cook right on open wood! Whether you’re looking for chicken, lamb, steak, or sausages, this place has it all. The restaurant works a little differently than many other restaurants, as you line up, almost like a fast-food joint, if you will, and they only take your order once there’s a table available. After you place your order, you then sit down, and they deliver your food right to you, like regular table service. When it gets later in the dinner period and they won’t be able to seat anyone else, they give the last person a t-shirt that says “end of the line” and that person’s responsibility is to inform anyone else who shows up that they will have to come back another time. The service is amazing, and the staff are extremely friendly…in fact, once they learned we were from out of town, they accommodated us even though the person in front of us had the “end of the line” t-shirt. On top of that, they were kind enough to gift us with our own t-shirt after I was joking around with them. It’s a terrific place with great décor and service, topped with delicious food. If you’re ever in the area, it’s well worth standing in line for. Also, this local joint is BYOB!

Kaya Island Cuisine: This restaurant is in the Strip District and serves up some hot and tasty Caribbean food. Near the end of my trip, I was a little fooded out, and wanted something a little different. Although we hadn’t planned on going to this restaurant, we changed our plans given that the menu had so many unique dishes. We actually ended up sharing the food, as they had a lot of appetizers that all looked amazing, including conch fritters, baby back ribs, Jamaican jerk wings, a spectacular salad known as the Caribbean rainbow salad, crispy fish tacos, and pulled pork quesadillas. All of the food came out very hot and fresh, very nicely presented, and we were pleasantly surprised to learn that it was big portion sizes, big enough to share among three people. The service was very good, and the atmosphere was fun, lively, and vibrant. It was the perfect meal to end our trip. It seems that, despite the popularity of the Strip District, most of the area closes down earlier on Sunday nights and Kaya was one of the few restaurants that stayed open. It’s definitely worth a visit.

Peace, Love, & Little Donuts: This is a small donut shop found in the Strip District, and I guess appropriately, they serve small donuts…about half the size of a regular donut. They actually take a plain donut and jazz it up with different toppings, which you choose off of their extensive menu. We tried the apple pie, banana split, s’mores, and the strawberry french toast, but you can choose from almost one hundred more. We stopped by after brunch one day and it was the perfect ending to our meal, with the four of us sharing six donuts. Although there is a little bit of a wait while they prepare each donut, it’s well worth the extra time, and they ended up being an awesome sweet treat.

The Church Brew Works: This is a microbrewery located in a very large, old church. The food is good pub food, all designed to go with beer. The atmosphere was truly amazing and certainly worth visiting. They also conduct tours of the brewery two or three times a day.

Whether it’s sandwich shops, pizza joints, or even some chain restaurants, there is certainly no shortage of great food in the Pittsburgh area. Happy eating!

 

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A Party Down in Pittsburgh

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As often as I can, I try to get out of town on long weekends and the recent Victoria Day long weekend was no exception. In fact, this time I turned the three day weekend into a five-day road trip and took my wife and daughter to Pittsburgh.

I haven’t been to Pittsburgh in about 25 years, but remember enjoying my last visit. Initially, we were only going to stay a day or two, go to visit Fallingwater and the Hershey factory, when I realized that Hershey was about three and a half hours in the opposite direction. So we changed our itinerary. It turns out that we had no problem finding tons of things to see and do in Pittsburgh! The city is very vibrant, home to many innovative companies, products and services, has truly fantastic restaurants and plenty of sporting events for the athletic enthusiast. I can honestly say that one out of every four people in Pittsburgh were decked out in black and yellow in an ode to the Pirates, Penguins or their beloved Steelers. This is a city that wears their love of the game on their sleeve…where everyone can see it!

Pittsburgh is a tourist-friendly city! When we were trying to find a specific area of a large cemetery, to avoid having us get lost, the groundskeeper gave us an escort over to the exact location… in his cart. The next day, we stopped to ask a police officer how to find the Duquesne Brewery Clock (the largest single face clock in the world – two times the size of Big Ben!). Moments later, we found ourselves with a police escort right to its location!

Over our four day visit, some of our favourite sites included the Heinz Center, the Strip District, Randyland, and Fallingwater.

Of course, during our days of sightseeing, we needed energy and found no shortage of great restaurants. For lunch and dinner, whether it was Primanti Bros., an Argentinian steakhouse, or some fun and whimsical donuts at Peace, Love and Little Donuts, you could simply eat your way through the city and walk away from a happy camper.

Sports fans, don’t look any further than Pittsburgh, which has an NFL, NHL, and a major league baseball team. During my trip, the Pittsburgh Pirates were in town, and while they weren’t successful on the field, the ballpark was beautiful to see and it was a beautiful spring night for baseball.

Lastly, I have to mention a one-day excursion down to Fallingwater. Built by famous architect Frank Lloyd Wright, this beautiful country home is about 1.5 hours away from Pittsburgh. It is a gorgeous drive and should not be missed.

Over the next few weeks, I’ll highlight a few of the places on my trip, but needless to say, if you’re up for a fun and adventurous road trip, Pittsburgh should be next on your list!

 

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Rose and Sons: All grown up….and delicious!

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A couple of weeks ago, I stopped by the revamped Rose and Sons to take my wife out for our anniversary lunch. Rose and Sons was the first of a unique set of restaurants, such as Big Crow, Fat Pasha, and Schmaltz Appetizing -all owned by Anthony Rose.

Rose and Sons is a tiny hole in the wall, that when originally opened, could best be described as an upscale diner. It was a licensed establishment, with amazing dishes and high-end comfort foods. The location at Dupont only fits about 20-25 people, but it’s always busy and popular.

Back a few months ago, restless for change, Rose and Sons revamped their menu, and instead of a diner, it’s now an old-school delicatessen. I was a little skeptical at first, but I’ve heard nothing but good things.

Chopped liver was our appetizer and was absolutely amazing. This was followed by my wife and I both ordering pastrami sandwiches…which is the house specialty, brined in house and smoked at Big Crow. As a funny aside, it was a tough choice for my wife, choosing between that and the smoked turkey, so I jokingly mentioned to the server that if any turkey fell onto the plate, I wouldn’t complain if they left it there. Low and behold, the cook overheard this and put a few pieces of turkey on the side for us to try.

Aside from the sandwiches, we also tried the thick-cut french fries, which were served hot, crispy and perfectly salted. Lastly, how could we not share a dill pickle?

All of the food came out hot and fresh and the chopped liver was not only attractively presented, but delicious! The portion sizes were generous and we left stuffed.

Though there were only a couple of servers due to the size of the restaurant, the service was fast, friendly, warm and the employees were very knowledgeable and excited about the new menu. The cook was also extremely friendly and clearly strives to provide customer satisfaction.

The price is a little north of your typical delicatessen and you may end up waiting for a table as it can be busy on weekends, but it’s worth every penny and every minute of your time.

For those that know me, even though there are a lot of restaurants I enjoy, there are very few restaurants that I really look forward to going back to. This is one of them. While I will miss the diner (the patty melt remains on the menu!), I am happy to welcome a superb deli experience!

Rose and Sons
176 Dupont Street
647-748-3287
http://www.roseandsons.ca

 

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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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The Birth of Customer Service

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Once upon a time, some 2,000 years ago, a farmer by the name of Mac started selling eggs alongside the road. Once every so often, a neighbour of his would come by and buy a dozen or two. Soon enough, word spread quickly and he had a steady stream of customers to tend to each morning. Farmer Mac found himself content with the sizeable profit he had flowing in each day. Unfortunately for him, Farmer Bob took notice of his easy-going lifestyle and started to sell his eggs on the side of the road as well. To top it off, Farmer Bob offered a free bouquet of flowers with every purchase of a dozen eggs. Naturally, the ladies loved this and flocked to buy eggs from Farmer Bob’s.

Farmer Mac was quite miffed at this turn of events and thought long and hard about how to one-up his crafty neighbour. In the end, he decided to sell fresh meat along with his eggs. His customers loved the convenience and so he won their hearts over, once again.

Farmer Bob thought, “if you can’t beat ‘em, join ‘em,” and asked Farmer Mac if he wanted to set up one big shop at the end of the road. Farmer Mac agreed and they teamed up to sell different products together, including eggs, meats, milk, and flowers.

Soon after, more and more farmers asked to join them, selling their own unique wares. The customers loved the convenience of one-stop shopping and Farmer Mac and Farmer Bob’s invention is now considered the birthplace of the modern-day shopping mall.

To enhance the customer experience, a courier by the name of Jeff started offering a home delivery service, where those who were sick and elderly could buy products from the marketplace from the comfort of their own home. As more and more people preferred to order from home, Jeff’s service became more and more popular. Today, his company is known as the retail-crusher, tech giant, Amazon.

Okay, admittedly we’re just having some fun in advance of April Fool’s Day, but when you think of it, chances are that customer service did indeed start with a small farmer at the side of a road. Today, it is the key to drawing in consumers and making a profit.

 

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Leisurely Shopping at Lee Valley

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https://www.facebook.com/LeeValleyTools/photos/a.522430171143884.1073741829.128340867219485/1373462742707285/?type=3&theater

Many years ago, I was introduced to Lee Valley Tools when I required some specialized equipment and supplies for a woodworking project. Since that time, I have often returned to their stores for specialty items but quickly realized that there is much more to them than meets the eye.

Not only does the store have fun and creative little stocking stuffers (it may only be November, but the holidays are just around the corner), but these tools are practical and useful – for things you never knew you needed help with.

As an example, my wife once received a portable can opener at a Secret Santa event. It’s small, safe, and easy on the hands, using a butterfly-shaped crank design instead of the usual handles that require great strength and effort. She loved it so much, we immediately ordered a new one when it inevitably broke years later.

Ever since then, she’s loved the place. She told me that any and all types of gifts she was in search of, she could get at Lee Valley. We were recently going through the website and commenting on the cool and practical things we had found on there. It may be important to note that not all items online are available in-store.

The folding phone holder, for example, makes every outlet your personal charging station with a simple, albeit ingenious, solution. Hang it over your charging plug, and create a small shelf for your phone while it charges. Your phone is kept safely out of the way!

The people who work at the store are very helpful, knowledgeable, and polite. In fact, they’ve helped me with my own specialty projects in the past.

For those looking for good quality service and unique items – be it for a gift or a project, I highly recommend checking out Lee Valley Tools.

Lee Valley Tools
416-366-5959
www.leevalley.ca

 

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Breaking Boundaries at Best Buy

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Although I wrote about Best Buy a few months ago, this is an unrelated experience, and one which I felt was worth sharing.

Let’s rewind the clock to a couple of weeks ago.  I had been shopping for a laptop and was checking out different options, going through reviews, pricing, visiting different stores, and somehow ended up at the Best Buy at Downsview.

I was very pleased with the knowledge of the sales staff, and in addition, Best Buy had the best prices of all the competitors I was looking at.  In fact, these days, they apparently even go so far as to match prices from other reputable businesses.

In addition to buying a laptop, I needed a Microsoft Windows license.  As a result, the salesperson suggested that I get a Geek Squad membership, which would save me a significant amount off of the regular cost. At first, I was skeptical, but when I did the math, between the Windows license, a monthly movie pass, and the added benefit of technical support, I thought it was very much worth it to try out for six months.

In terms of technical support, I’ve brought in different items to be fixed or looked at by Geek Squad. So far, all have been fixed to my satisfaction, and in fact, they’ve consistently exceeded my expectations in terms of getting my things back to me as quickly as possible.

During my most recent Geek Squad visit, I was probably pushing it a little, and really put them to the test. I had been having problems with my phone charger, and while the Geek Squad representative was able to partially fix the issue, the end result was that I needed a new one after only having bought it a couple of months ago.

Since I didn’t have my receipt (my fault) I didn’t have much hope that they could do anything, however, without hesitation, one of the employees at Best Buy provided me with a new charger!  I was completely stunned. My jaw dropped and I walked out of the store with a huge smile on my face.

While the phone manufacturer is known for making their customers jump through hoops to address issues, Best Buy stood behind the product and their goal of leaving their customers satisfied.

In last week’s blog, I suggested retailers were going to have to step up their game in their battle against Amazon and other online retailers.  From my recent experiences at Best Buy, they clearly understand what they need to do to be successful, and they’re doing a terrific job!

Best Buy (Downsview)
416-636-6574
www.bestbuy.ca

Geek Squad (Downsview)
416-634-2305
www.geeksquad.ca

 

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Woes of the Retail Industry

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Typically, I use this blog to highlight outstanding businesses, however, from time to time I address particular and pressing issues that impact consumers or businesses.

The other night I was in one of the grocery stores in my area, to pick up a few items that we needed the next day.  I arrived at about 8 p.m., and the store was fairly busy with at least five customers in each checkout line, waiting to pay for their groceries. One of the five cashiers had just closed their lane, and despite the long lines, a second cashier indicated that she was closing as well, informing a customer in her line that he would be her last checkout of the evening.

In more recent times I’ve had similar experiences at other grocery stores and retailers alike.  In addition to the frequent frustration that customers are having to try to obtain assistance from a salesperson (especially in a big box or department stores), retailers are now making it more difficult and time-consuming to pay for purchases and get out.

As a person who works with many companies in the retail industry, I often hear from my colleagues that “the industry is changing” or that “retail is having its challenges.” While this may indeed be the case, I’m beginning to wonder if the industry is partially responsible for causing this to happen.

Let me explain…to be successful in any business, you have to provide an excellent experience for your customers. Time and time again, surveys show that customers want friendly and knowledgeable staff, products readily available, the best possible price, and in many cases, speed of service is also a factor.

Assuming that these businesses have the product in stock, their most important asset is their employees, and they are marginalizing their company’s strengths. As people’s lives become busier and more hectic, retailers are actually pushing their customers to look for better ways of getting what they need.

To add to this, there currently exists a giant online retailer, that provides outstanding service in a very efficient manner, and gets products to their customers in a short amount of time. Is it really any wonder that the retail industry is getting its ass kicked by Amazon?

Make no mistake about it, while Amazon is an amazing company, and gives customers another option for buying products and services, many people still like to see, touch, feel, or try on items (especially clothing) before making a purchase.  This results in them coming to a store and giving that retailer the first…and best…opportunity to make the sale.

Until the retail industry improves the shopping experience and reconnects with its customers, I’m afraid that their woes will continue.

 

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Canadian Tire’s Tireless Customer Service

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Storefront of Canadian Tire.

About a year ago, I bought a portable tire inflator that plugs into a cigarette lighter adapter from Canadian Tire – the one on Sheppard Avenue, near Leslie. I find this gadget comes in extremely handy when the temperature changes (as it causes a change in tire pressure). It’s certainly much easier than finding a service station with an air pump that works…not to mention that most stations now charge a loonie for air!

Recently, the pump has been giving me a bit of a problem, and when I tried to use it a week or two ago, it shut off completely and wouldn’t restart. I didn’t have the receipt any longer, but since this tire inflator was Canadian Tire’s MotoMaster brand, I decided that I’d try going back to the store to see what could be done.

After a short wait at the Customer Service counter, a friendly employee listened as I explained my situation to her. She started to apologize and told me that the product does not actually have a lifetime warranty, but only a one year warranty, which I had admittedly exceeded. During the interaction, one of the store managers happened to overhear the conversation, and without hesitation, approved an exchange. The employee indicated that I should grab another inflator off of the shelf, did some paperwork, and within minutes I was able to go on my way.

At a time when retail manufacturers seem to stand more and more behind the fine print in their warranties, it was refreshing to see a manager step up to the plate to keep customers happy. It goes without saying that a happy customer is much more likely to be a loyal customer, and I would think that’s what ultimately any company is striving for.

I can’t vouch for all Canadian Tire dealers but I’ve been happy with my experiences at this location and this visit only reinforced my belief that I was shopping at the right store.

Canadian Tire
416-226-4411
www.canadiantire.ca

 

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Cool cocktails and Awesome Americanos

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Voodoo Child a coffee and cocktail bar

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

 

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