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What’s Hip and Happening around the Holidays

December 6, 2017David Lipton Comment

December is always a cheery time of year! With the holidays just around the corner, more and more holiday-themed activities seem to be popping up around town. Many stores are taking part in holiday festivities, and with no shortage of holiday cheer going around, it’s always nice to engage in one or more activities. Some of the more popular activities, which I enjoy, include:

Toronto Christmas Market – Down in the Distillery District, the iconic Christmas market is on until December 23rd! Enjoy Christmas music, magical lighting, singing, dancing, visits with Santa, and everything to get you into the holiday spirit. Though the experience is purely magical, it’s $6.00 to get in on weekends and lineups can be lengthy.

Starbucks Holiday Cups – I always enjoy the little things that add bits of holiday spirit. Starbucks offers some cool and interesting holiday drinks with a fun design on them. It’s a great pick-me-up, and a great way to warm yourself up. This year’s design encourages customers to colour and draws on the white background of the cups.

Skating at the Harbourfront Centre – Want to do something active, fun, and festive? Skating is the perfect way to engage in holiday cheer while burning some calories at the same time. Visit your local skating rink and rent a pair of skates – or bring your own. The Harbourfront Centre has a beautiful, scenic outdoor skating rink and best of all – admission is free!

Holiday Fair in Nathan Phillips Square – At the heart of downtown Toronto, celebrate winter by shopping in the market, skating, or simply enjoying the view at their annual holiday fair. Until December 23rd, experience different foods, find that perfect gift, and listen to some live Christmas music!

The Nutcracker – Experience the magic firsthand when you see The Nutcracker live in theatre! As an all-time classic, and world-renowned play, the National Ballet of Canada has been performing every year since 2005. It’s an amazing and entertaining family activity, and suitable for all ages. Catch it now until December 30th.

Get Involved with A Charity – Whether it’s helping out at your local food bank, preparing meals for the homeless, running a toy drive, or collecting clothes and personal care products for those in need, getting involved with charities is something that should not be overlooked during this busy and hectic time of year.

Whatever you choose to do, and wherever you choose to go…from all of us at SQM, have a safe and enjoyable holiday season, and a happy and healthy new year!

Leisurely Shopping at Lee Valley

November 29, 2017David Lipton Comment

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

The Scary Spirit of Halloween

October 25, 2017David Lipton Comment

The end of October brings many things along with it – colder weather, shorter days, and of course, Halloween! At this time of year, I always prepare myself for a breakout of pumpkins, candy, and amazing Halloween decorations.

Much like my fall blog post a couple of weeks ago, I decided to find several must-dos to help everyone get into the Halloween-y mood:

1) Screemers is one of Toronto’s best-haunted theme parks, featuring a wide variety of terrifying attractions and shows, including the Zombie Prizon, The Haunted House, and Skull Castle. Join Screemers this October as they celebrate 25 years of terrorizing their guests! For adults, kick back and hit up the Vampire Lounge and toss back some liquid courage before coming face to face with your greatest fears.

2) The infamous Halloween Haunt at Wonderland is one of the most popular Halloween attractions out there. Feeling brave enough? There are 700 monsters scattered around the park as well as mazes, live shows, and scare zones.

3) Every now and then, I do love a blast from the past. If you haven’t already gone to…or even if you have….go watch the original, Rocky Horror Picture Show in theatres. There are several showings at the Ted Rogers Cinema throughout October and into November. Don’t forget to dress up and bring your props!

4) Save some money this year and rent a costume instead of buying one! Everyone wants a cool costume at an affordable price, and for something you only wear once a year, plenty of people are looking to save some money. Malabar, located in Toronto, does just that.

5) Choose costumes from historical figures, superheroes, animals, and more! Be cautious of what your costume will be this Halloween, as more people are starting to make more conscious decisions on what to wear.

6) Choose something unique to give out on Halloween night! Instead of giving out candy, give out arts and crafts supplies, fun school supplies, or toys. There’s even one person in our neighbourhood who hands out Webkinz. Make this Halloween a memorable one for kids.

7) Take a peek at Casa Loma’s Haunted House! Make your way through the spookified castle and immerse yourself in a terrifying environment. Witness iconic Halloween figures, such as Dracula, the Phantom of the Opera, and the Creature from the Black Lagoon.

Halloween only comes around once a year. Make the most of whatever you decide to do, and most importantly, don’t be afraid to get into the Halloween spirit!

A Slice of Happiness at Bitondo’s

October 4, 2017David Lipton Comment

A couple of weeks ago, I found myself in my old stomping grounds, down near Little Italy. Feeling a little peckish, I decided to head along College to grab a quick bite. I had been circling around, looking for a parking spot in the residential area, when I came across a small restaurant I had bypassed hundreds of times…Bitondo’s Pizzeria.

It’s a small pizzeria that looks like a restaurant still stuck in the ’50s…with signs painted on the windows and minimal decor…a place that has made a name for itself with the quality of its pizzas, panzerottis, and pasta.

When I stepped in, I was greeted pleasantly by a young lady and asked what I would like to order. Since I was in a hurry, I ordered a pizza slice, which was immediately warmed in the oven. It was about $5.00 for a slice and a drink, and the place was doing a brisk business, with some people sitting at the few chairs and tables inside the restaurant, and others opting to head outside and sit on a bench in the warm weather.

Much to my surprise, the pizza reminded me of an old-style pizzeria – it was not too thick, thin, or chewy. In addition, both the cheese and pepperoni were extremely tasty, and didn’t seem industrialized – the quality was fantastic.

My only complaint is that there wasn’t much of a selection of cold drinks, despite having a large cooler.

During my time in the restaurant, I noticed employees answering phones and making pizzas for delivery. Sadly, I live too far away to be a regular delivery customer, however, if you want to try an independent pizza place, in an old-school style, I highly recommend Bitondo’s Pizzeria!

Bitondo’s Pizzeria
416-533-4101

Canadian Tire’s Tireless Customer Service

September 27, 2017David Lipton Comment

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

Ride the Rocket!

August 23, 2017David Lipton Comment

A couple of weeks ago, the TTC (Toronto Transit Commission) was in the news after a horribly frustrating morning of delays, due to switch issues, maintenance problems, and emergency alarms being pulled. While I realize that these challenges are experienced on a far too regular basis, for those passengers that rely on the TTC for their daily commute, I wanted to share some positive thoughts on the organization.

Although I am not a daily TTC user, I often take public transit when travelling downtown to events or meetings, as it is easier and less stressful than driving in a car. I’m able to sit and talk to my friends and family without having to focus on the road, and I don’t have to worry about finding parking.

Though the TTC undergoes plenty of maintenance, I have experienced minimal delays when travelling on the system and when delays do happen, I’ve found that the employees have done their utmost to get us moving again. Generally speaking, my trips have been smooth and comfortable and more than once I’ve found myself lulled to sleep by the swaying subway cars.

In more recent times, I also had the opportunity to use the TTC app, which provided me with accurate information regarding the bus schedule, allowing me to maximize my time visiting someone at the hospital, while also getting me to my destination on time.

My only two complaints would be the quickly rising cost of the fares and the added cost of parking at a TTC lot – why charge for parking when you’re trying to encourage people to leave their cars at home and take public transit?

One last thought…although becoming increasingly rare, I truly enjoy the look of those TTC operators who still wear the more formal “peaked” uniform hats (like the police or ship captains wear). These hats exude a more professional image, resulting in an increased level of respect from customers for employees and the industry.

The TTC has certainly had its share of ups and downs, but for more convenient and relaxing rides, consider taking the rocket from time to time.

Toronto Transit Commission
www.ttc.ca
416-393-4636

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

Love and Care at MED+ Home Health Care

July 12, 2017David Lipton Comment

A few weeks ago, my lovely aunt happened to be returning home after a lengthy stay at a rehab facility. Prior to her discharge date, we knew we had to get some medical equipment for her support, but the only problem: from where? In addition to finding the specific equipment, we also found out that prices varied, widely, so there was the extra challenge of finding the items at a decent price.

After receiving a list of reputable stores from the rehab facility, we started to do our homework. We visited some locations and called others, and were very surprised with the lack of customer service provided by many of the businesses.

It was strange, that in such a competitive industry, some places never got back to us, did not have items in stock, had no prices handy, and on top of this, a noticeable disparity in the pricing.

The one place that stood apart from the rest was MED+ Home Health Care. From the minute we called them, the woman we interacted with was extremely friendly, had all the information on hand, and actually emailed us a written quote shortly after we got off the phone (this was very convenient and helpful in our decision-making process). To add to the professionalism of this business, the woman followed up with us a few days after the call to ask if we had any questions, or required additional information.

Between the great service and the excellent prices, we decided to purchase the items from MED+, and thankfully, our positive experience didn’t stop there. MED+ delivered the equipment quickly and at the pre-arranged time. The delivery person was polite, professional and set up the equipment in the requested areas of the apartment. He also installed certain items that took a bit more time and effort, leaving only once everything was completed, ending the experience as professionally as it began.

At a time when families are stressed about their loved ones, the folks at MED+ Home Health Care made the process easy and as pleasant as it could be.

MED+ Home Health Care
416-477-5960
www.medplushealth.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

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

Thai It Once And You’ll Be Sure To Thai It Again!

May 24, 2017David Lipton Comment

I work in the restaurant industry and like to consider myself a foodie since I get to eat out a lot. One of the things I have lamented in more recent times is that there is nothing different out there. Don’t get me wrong, I’ve eaten tasty food at lots of establishments but nothing has really excited me in a long time. That was, until I came across Nana and rediscovered Khao San Road.

Both Khao San Road and Nana are owned by Monte Wan. Monte is pleasant, down to earth, and can always be found helping staff and engaging with customers. During my dining experiences at both restaurants, Monty usually makes an appearance. The first time I met Monte, I thought he was a friendly fellow customer asking us how our meal was. To my surprise, I discovered the man holding a beer and checking in on our table was in fact the owner. Now, whenever I go to either restaurant, Monte personally welcomes me back.

The food at each location is truly special. Both restaurants serve traditional Thai food with a twist and the cuisine always blows me away! Not to sound like a food critic, but the flavour profiles in the food are seriously incomparable. I’ve tried many of their signature dishes including the Bangkok-style Pad Thai, the Red/Yellow Curry, and the fresh rolls and to this day, I have never been disappointed.

The menus are easy to read and affordable. One other thing to note about the menus – while they are somewhat different at each restaurant, certain menu items at Khao San Road are available at Nana during different times of the week. The restaurants ambiance transports guests to Bangkok’s entertainment district through good music and décor.

Finally, I have to mention the great service. The staff are always pleasant to deal with, very knowledgeable, highly accommodating, and willing to take the time to suggest items on the menu.

While I have been to Khao San Road’s new location, the last time I ate at Nana was when the Tragically Hip played their last concert in Kingston. I was out for dinner with some friends and was a little disappointed I was going to miss the show (after all, the whole country shut down that evening!) but about 10-15 minutes before the concert, the staff lowered a screen behind the bar and streamed the whole show for all of the customers to enjoy. It really created a nice community feeling with the other customers at the restaurant and everyone left happy.

If you’re ever looking for a great meal, love Thai food and want to try something a little different, check out these two amazing restaurants. You won’t leave hungry, but you will leave happy.

Nana
647-352-5773 x 2
www.stnnana.com

Khao San Road
647-352-5773 x 1
www.khaosanroad.ca

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

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