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The Birth of Customer Service

March 28, 2018David Lipton Comment

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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Shoes Speak Louder Than Words

March 21, 2018David Lipton Comment

A few weeks ago, one of my close friends bought a pair of relatively expensive shoes. Immediately after putting them on for the first time, he realized that there was a very strong smell that didn’t seem to go away.

Even though my friend has purchased many shoes, and is familiar with this particular brand, he’s never had an issue like this before, and he absolutely could not figure out where the smell was coming from or how to get rid of it. He tried airing them out, leaving them outside, shining them, and spraying Febreeze on them, but he just could not get rid of the smell.

After exhausting all the ideas that were suggested to him, he ended up calling the company and explaining his problem. They had never heard of a problem like this but wanted to please him and so they sent him a gift card to replace the shoes.

I decided I was up to the challenge of finding a way to fix these smelly shoes, so I took them to a certain place I’ve heard about. Nick’s Custom Boots and Shoe Repair on Dupont Avenue near Davenport. This business has been around for many years and I’ve been hearing it’s the go-to place in Toronto for people who have a pair of shoes and needed something done. Nick is the go-to guy and knows everything about shoes. In addition to repairing shoes, Nick is also known for making custom shoes. Whether you have a weird shaped foot or want something very fancy, Nick can do it!

When I first called the store, and then went down with the shoes, it was immediately clear that all of the staff were friendly, polite, and knowledgeable. That said, in this case, they were stumped by the odour so they brought out Nick to look at it.

Nick immediately knew what it was. The culprit was the type of rubber on the sole of the shoe and there ended up being no way we could get rid of it because it was the smell of the chemical itself. Whereas some people would have given me a song and dance, he instead simply gave me a few suggestions on how I might be able to lessen the smell, but truly didn’t believe it was possible to get rid of it entirely.

On top of that, when he found out I was going to a wedding that night, he quickly shined a pair of shoes for me and only charged $5.00!

Nick and his staff are very talented and truly a pleasure to deal with. Whether you need shoe products, a shoe repair, your shoes shined, or some nice new shoes, I highly recommend Nick’s Custom Boots and Shoe Repair.

Nick’s Shoe Repair

info@nickscustomboots.com

416-924-5930

https://nickscustomboots.com

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The Olympics are over…but the newfound appreciation for Korean Cuisine goes on!

March 14, 2018David Lipton Comment

A few weeks ago I was getting together with a former SQM employee and for a bit of fun, I gave her the challenge of picking the restaurant. She asked me if I preferred better food or a fancier place and I responded that I’d like better food. I don’t care how fancy it is as long as the place has good food and a good atmosphere. Since her background is Korean, she picked a popular Korean restaurant near Yonge and Finch in Toronto.

Huh Ga Ne is a traditional BBQ restaurant that is open 24/7. They have your regular tables and the more traditional ones where you sit on the floor. I’ve been there three times now and it has always been insanely busy! The restaurant offers authentic, ethnic, and delicious cuisine!

The staff are very friendly, helpful, and are happy to make recommendations. I’ve tried both hot pots and barbecue…both options are excellent and filling. They have a nice selection of beers and drinks to choose from. Other than one small television that is usually tuned to CP24 and the news, all of the other, large screens are constantly playing kpop, which I personally find adds to the fun atmosphere. It truly is a relaxing, casual place, with a great Korean atmosphere.

Given the amount of business, the products are certainly fresh, and even though I’m cooking some of it myself, it has always turned out to be tasty and flavourful. Even better, it’s reasonably priced….two to three people could eat for $40.00 -$50.00 depending on what you order. If you want something not too far from midtown Toronto, and a fun, authentic experience, I suggest this cozy Korean spot.

416-901-1288
http://www.huhgane.com/

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March Break Madness!

March 7, 2018David Lipton Comment

Looking for things to do for the upcoming March break? You need to look no further than the SQM Picks list!

Pop by Bruce’s Mill in Stouffville or Kortright in Woodbridge for the Sugarbush Maple Syrup Festival! Observe the process of tapping and boiling sap to turn it into maple syrup. Dive into Canadian culture, ride a horse-drawn wagon, and get a taste of that delicious Canadian syrup while you’re at it.
Take in the Broadway production of Come From Away, the smash-hit musical that has landed in Toronto! The show follows the true story of what happened when 38 planes were forced to land in Newfoundland and Labrador following the attacks of September 11th. Tickets are on sale online!
Rediscover your childhood love for hockey at the Hockey Hall of Fame. Take a peek at the largest collection of hockey memorabilia in the world, view old hockey footage and photos, and observe the records left behind by some of the world’s greatest players. It’s a must-see for hockey lovers of all ages!
Want to spend all of March break admiring world-renowned pieces of art! Yes, you can! The March break camp at the Royal Ontario Museum lets kids ages 5-14 work on their own pieces of art and learn about history right at the museum.
Visit the Evergreen Brick Works for a refreshing taste of nature. Learn to ride a bike, visit the garden market, or get a taste of some organic and locally grown foods. Take advantage of the spring-like weather while you’re at it!
March break is the perfect time for a trip to the zoo when it’s not too hot and not too cold! Make sure you get a chance to see the giant pandas before they’re sent off to the Calgary zoo.
Head off to Niagara Falls for some great weather and a fantastic view. There are some amazing waterparks there including the Fallsview Indoor Waterpark and Great Wolf Lodge.
Pack your bags and head north to get in some spring skiing, or to simply relax at a resort. Get away from the city life, recharge your batteries and take some time for yourself.
Hit up an escape room! Immerse yourself in a life-size puzzle in which you have to use your wits, brains, and intelligence to escape. It’s a great teamwork activity and will test the mettle of your friendships like nothing ever has. Some can even be done with kids!
Ottawa is an excellent place to visit for a trip focusing on Canadian history and culture. Visit the National Gallery of Canada in which the stories of Canadian artists are shared, or pop by the Canada Aviation and Space Museum to learn about engines, aircraft, and the international space station itself.
Visit Science North in Sudbury and view their many exhibitions, including flight simulators, the gravity well, and the human fitness lab. Science North has an excellent range of activities for all ages and can be educational to people at all stages of life.

Whatever you choose to do from skiing to an escape room, or simply just relaxing, I hope you and your family have a safe, eventful, and happy March break!

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Spice Girls Are Not the Headliner Anymore!

February 28, 2018David Lipton Comment

If you’re an avid baker, you may have realized that there is a worldwide shortage of vanilla beans. Not only is the price of supply skyrocketing, but it’s also making it difficult to find good quality beans. Since my wife had a recipe that required several vanilla beans, I went on a search looking for beans at a reasonable price. During my research, I came across a store that I used to be familiar with when I lived downtown. House of Spice located in Kensington Market in Toronto on Augusta Avenue.

I called up to find out if they had the product I was looking for, and much to my surprise, they stocked a few different varieties of the bean. The most popular is the Madagascar vanilla bean and while other places quoted as much as $12.00 a bean, House of Spice was selling them for $6.95. My wife and I decided to go down there to check out the quality. Much to her excitement, the beans were fresh and of high quality!

While we were there, my wife started looking around and found a number of different and unique ingredients that she had been searching for. Items like pickling salt, Ethiopian spices, and several different types of coffee were all right there, tucked into the little store. In addition to the wide selection of products and reasonable prices, perhaps what was just as important, if not more, was that the staff were extremely friendly and very knowledgeable.

When it comes to something like simple salt and pepper (this store had 4 different varieties of specialty sea salt and truffle salt!) you don’t need an expert, but with other products you need someone who understands what they are for, and how they should be stored. The employees at House of Spice were helpful, and clearly know their business! Although it is a small store, they manage to stock a lot of different items, so I would plan on browsing the shelves. In fact, why not make an afternoon of it? There are lots of other food stores in the neighbourhood, as well as great restaurants to grab a bite.

House of Spice is definitely a worthwhile place to check out for anyone interested. Enjoy your cooking and shopping and remember to invite me for dinner!

House of Spice
416-593-9724
http://www.ehouseofspice.com

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Keeping Great Customer Service Up and Running

February 21, 2018David Lipton Comment

A few weeks ago I wrote a blog highlighting my great experience at The Running Room. At the same time, I was dealing with The Running Room, one of the SQM employees directed me to another shoe store that she’s been dealing with for years, known as Running Free, and in particular the Ajax location.

The owner, Steve Ockrant, immediately called me to introduce himself and while he suggested it was best if I came in, due to his schedule and distance he offered to bring some shoes over to my office, for me to try on. Realizing he was doing me a favour, due to our mutual friend, I must say I’ve never had such a special service for a retail product!

Steve came, we chatted, and he brought six pairs of shoes for me to try on. Based on the sizes and styles he brought, he was able to narrow down the shoes that would work best for me, and then a few days later he returned with more shoes. He even left me with a couple of pairs for me to walk around the office in before I made my final decision.

Although I returned both of the pairs that made it to the shoe finals, I eventually made it out to his store where two of his amazing employees found the perfect pair for me.

If you are ever looking for great shoes, at a great price, but more importantly amazing and knowledgeable staff go to Running Free, ask for Steve, and mention my name.

Running Free

(416) 410-3733

www.runningfree.com

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An “Amped Up” Amazon Experience

February 14, 2018David Lipton Comment

Whether for pricing, selection or convenience, I find myself more frequently turning to Amazon to make a variety of purchases. While I’ve always felt they provide great customer service, my most recent experience re-enforces this….

Back in mid-December, my wife purchased a Bluetooth speaker to give to a friend as a Christmas present. Since she was very excited about the speaker and our friend loved it, I decided to surprise her and recently went online to purchase another one. When I looked at my order history, I realized that the speaker was now less than half the price that it had been selling for a month earlier. I decided to put Amazon to the test and called up customer service to see what could be done about the difference in pricing.

While I thought it would be easier to simply credit my account, the Amazon customer service representative indicated that their system works differently and that I would have to return the item and reorder it. When I explained I didn’t have the original item because I gave it as a gift, he allowed me to order two items, and give one back with the return label he was providing me. To minimize my inconvenience, he even allowed me to order the new items with the fastest shipping method. To me, this sounded great!

I placed the order on Saturday afternoon, and much to my surprise, on Sunday, I received an email that Amazon had already attempted to deliver it to my office (I didn’t think they would deliver on a Sunday as they indicate “business days” for shipping times). My item was received the very next day and a day later I received confirmation of the credit reimbursement.

Given how Amazon stood behind their lower price and made it quick and simple for me to return and receive the item, it truly was an amazing experience. I still love going out to the stores, but this is another example of why mortar and brick retailers really have to step up their game.

Hats off to Amazon!

www.amazon.ca

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Making Happy Customers with “Grate” Service from Microplane

February 7, 2018David Lipton 1 Comment

About a year ago, my wife purchased two relatively expensive, high-quality, cheese graters from Microplane…a manufacturer that sells a wide variety of kitchen tools. Shortly after purchase, the box grater broke. More recently, the hand grater broke, much to her dismay.

Understandably so, my wife was a little bit upset. Given the cost of the product, she expected it to last much longer than a year or so. After licking her wounds, she went onto the company website and reached out to them via email.

Her email simply asked if there was anything that could be done about her broken cheese grater, and despite sending the message right around the holidays, she was surprised when they responded almost immediately. The employee indicated that they were out of the office for the holidays, but wanted to get back to her quickly. The employee asked if my wife could send a photo of the broken items so that she makes sure she is replacing the correct product, and that she would take care of it upon her return from vacation.

By the end of the first week in January, my wife had replacements for both graters. Not only, did they send brand new replacements, but the box grater was upgraded to their newest model!

Based on this experience, it is clear that Microplane stands behind its products. They truly value their customers and provide fast, friendly customer service. Finally, they certainly exceeded my wife’s expectations, both in terms of getting back to her over the holiday season and by sending more than just the replacement product.

If you’re ever in the need of quality kitchenware backed by a great company, consider Microplane and “Make your cheese GRATE again!”

Microplane
956-777-5272
www.microplane.com

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Unforgettable Ways To Spend Time with the Family…On Family Day!

January 31, 2018David Lipton Comment

With the upcoming Family Day weekend, many people in Ontario are looking for something fun to do on one or more of the days of the long weekend.

Whether you’re in the Toronto area, outside of the GTA, or looking to travel elsewhere, there are a ton of places to go and things to do:

Great Wolf Lodge – Although some find it expensive, I know a lot of people like going to the Great Wolf Lodge in Niagara Falls. What better way to spend the weekend than right down at the falls, enjoying the view and making a splash? It’s perfect for people of all ages…after all, who doesn’t enjoy a good waterpark? Alternatively, there’s the Fallsview waterpark in Niagara Falls! Whichever you choose, book early! There is a good chance are that both of these options will be busy on weekends… especially the long weekend.

Rochester, New York – I absolutely love visiting Rochester. They have an amazing outlet mall, and depending on what time of year you go they have a fantastic hockey team or Triple-A baseball team. There’s a great waterpark, lots of restaurants, an amazing children’s museum (Strong Museum of Play) and the George Eastman Museum dedicated to photography and film. I like staying at the Hyatt because there’s an indoor pool, and if it’s a weekend, generally the rate is a bit lower.

Deerhurst Resort – You could always escape to a northern resort like Deerhurst in Muskoka, where they have skating, fat biking, snowshoeing, and cross country skiing. They also accommodate kids, of course. To truly enjoy the winter wonderland that is northern Ontario, I suggest you and your family head up to Muskoka!

Snow Valley – I’ve written about this place before, after visiting it for an afternoon of snow tubing. While I personally had a great time tubing, you can also try your hand at skiing, snowboarding, or snowshoeing. There are smaller hills for kids and those who are just starting out, as well as lessons for first-timers. Snow Valley has a small chalet where you can warm yourselves up by the fire and grab something to eat before hitting the slopes.

Skating Rinks – There are many skating rinks across the province…both indoor and outdoor. Here in Toronto, there’s a new outdoor skating trail that runs under the Gardner Expressway around June Callwood Park to the east of the Fort York Visitor’s Centre. Unlike your typical skating rink, this is a trail, where skaters can skate between the pillars that hold up the highway, so it’s a little different than skating in circles. They also have regular entertainment throughout the week, if you want to take a break from the blades.

Indoor Activities – If you don’t want to be outside, there are lots of indoor swimming pools that are heated! In addition, if indoor activities are more your forte, go to an art gallery or museum. Have you tried trampolining? Hit up your nearest SkyZone and watch the kids have a blast, while you get in a great workout! I would also suggest Ripley’s Aquarium, where you can explore the deep sea while staying dry at the same time. That said, be forewarned that there are usually long lines at the aquarium during the weekend or on holidays.

Whatever you choose to do, have a safe and enjoyable Family Day weekend!

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Imagining a Great Movie Going Experience!

January 24, 2018David Lipton Comment

As always, the holiday week between Christmas and New Years’ was filled with lots and lots of family activities, eating, going out, and just generally having fun. One activity that I always look forward to is catching up on the long list of movies that I never seem to get around to. This includes older movies that I never managed to see and of course, hitting the theatre and seeing the new releases.

As part of this year’s movie going activities, I checked out a new theatre that I learned about, from of all people…my daughter.

For many years, there’s been a movie theatre at the Promenade mall…known as Rainbow Theatres. The facility has recently been re-branded as Imagine Cinemas, and renovated….for the better!

All the seats are now very wide recliners, lazy boy style, which allow you to lean back, with the front popping up so that you can put your feet up, as well. The seats also have cup holders for your drinks and plenty of space for you to lounge in. All the old seats have been replaced with these new ones, so each theatre now only has about 40 seats. You get way more privacy, space and to top it off, it’s super comfortable to watch a movie.

In addition to the comfy seats, the tickets there are also less expensive than other theatres, with children costing $8.00 and adult tickets costing $11.00. The concession snacks are also a little less expensive than other theatres.

Finally, I found the employees to all be super friendly, polite, and professional. During my visit, they were always cleaning, restocking, and hustling around.

Overall, my first visit was an excellent experience, and the movie (Coco – if you haven’t seen it, run to your nearest Imagine Cinemas!) was great as well.

I highly recommend checking out the theatre for a reasonably priced outing and a comfy movie experience!

Imagine Cinemas
Promenade Mall
905-886-7464
https://imaginecinemas.com

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The Running Room: A Company Running with Great Customer Service!

January 17, 2018David Lipton Comment

Over the last few weeks, I’ve written about some of the challenges facing the retail industry, and highlighted some retailers that are changing the way they do business. Recently, I’ve come across another company that really seems to capture the essence of customer service, as it clearly comes from the top down.

As anyone who knows me well can tell you, I really have a difficult time finding shoes that fit me. While I’ve frequently gone to The Running Room for my daughter’s shoes, I never seem to find anything that works for me, so an employee suggested I go online for a wider variety of their shoes. They told me that there are no shipping fees or returns fees involved.

I thought I’d take a shot at it and (of course) immediately ran into an obstacle when the one pair of shoes I really liked were not available in my size. They had every other size except mine! Throwing up my hands in frustration, I decided to put The Running Room to the test and I contacted their head office. Their head office phone number is answered by a recorded greeting of their founder, John Stanton, and includes an option of hitting a button to speak directly to John. I wasn’t expecting to speak to someone, but to my surprise, he immediately answered.

I had a lovely chat with John, told him my problem, and without hesitation, he offered to find someone to help me and said I would get a call back in just a few minutes. Not fifteen minutes later, one of John’s colleagues called me up, asked me some questions about my needs, did some research, and found me some options for shoes that would work for me.

While I was given the option of picking the shoes up from the store, it was easier to have them delivered to my house and within a few days, I had a pair of shoes that fit and easily returned the others that I chose not to keep.

It’s rare to find a company that goes above and beyond to keep customers happy, and it’s even rarer to have a President who is as accessible as John is (answering his own phone). Clearly, The Running Room gets it. Thanks to John and his team, I now have a pair of running shoes that fit my needs….and my feet!

The Running Room
1-800-419-2906
https://www.runningroom.com/hm/

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Awards to the Awards People at North York Trophies:

January 10, 2018David Lipton Comment

In all the time I’ve been writing this blog, I’ve neglected to mention a supplier to SQM, and one of my favourite companies to deal with.

For many years, long-serving employees at SQM achieve a special acknowledgement when they hit milestone anniversaries, such as the five and ten-year mark. To celebrate these occasions, the employees not only receive a special gift, but we’ve also awarded them a plaque for being with us for five years, and an engraved crystal for ten years of service.

SQM has been in business for 24 years and since the beginning, I’ve looked no further than North York Trophies for all of my awards needs. In fact, my relationship with them precedes SQM, when I was involved in several sports leagues where athletes would periodically receive awards.

I still remember one of my first visits, when the employee took down the information, asked me about the player, and called me when it was ready. At the time, I had someone else go and pick it up for me, but then a few days later, it dawned on me that I never actually paid for it. When I called the store, the employee told me he had no way of contacting me but was confident that I’d call back to settle up.

Putting aside the quality of their merchandise, the trust factor that they extended was the beginning of a great relationship! I’ve always enjoyed working with companies who put the customer’s needs first, instead of focusing on getting a deposit or being paid upfront. Since that first visit, they’ve always been more concerned with meeting my needs and dealing with the payment after.

Though a few people have changed over the years, thankfully, most things at the business have remained the same. I’m not sure the name does them justice, as they have a lot of variety when it comes to products, their prices are competitive, and the workmanship is of high quality.

And the winner for outstanding trophies and awards goes to……….. North York Trophies!

North York Trophies
905-886-2900
www.northyorktrophies.com

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Happy Holidays from SQM!

December 13, 2017David Lipton Comment

With the upcoming holidays, this will be my last blog of the year, before returning in early January.

After another busy and hectic year at SQM, I want to thank all of our office staff and field force for a job well done. In addition, I also would like to also thank the many suppliers to SQM, for their role in our company’s success. Finally, I would like to extend my appreciation and thanks to all of our clients for their business and support.

Although personally and through SQM I support a number of charitable causes on an ongoing basis, it seems as if more people tend to think about those in need around the holiday season. On that note, I’d like to mention one particular cause that could always use more support and donations.

Toronto based, Ve’ahavta, offers a number of programs, but one, in particular, involves providing the homeless with meals, clothing, and other necessities. While many people frequently donate warm winter clothes, to help people in need, I’ve recently learned that there are certain items that are often overlooked, such as new pairs of socks and new (unopened) underwear.

People need clean socks and underwear on a daily basis, so should you ever find yourself wanting to help the less fortunate, wherever you are around the world, please keep these items in mind. It only takes a few minutes and a few dollars to make a real, tangible difference.

Alternatively, as in past years, if you would like to send any new items or gift cards to the SQM office, we would be happy to collect / purchase the items and deliver them to the organization.

On behalf of myself, my family, and the SQM team, I’d like to wish you and your loved ones a safe and enjoyable holiday season and my best wishes for a happy, healthy and prosperous 2018!

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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!

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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

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Breaking Boundaries at Best Buy

November 22, 2017David Lipton Comment

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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Fun and Friends at the Freeman Family Day Centre

November 15, 2017David Lipton Comment

Over the past few weeks, I’ve posted several blogs regarding my aunt, as she is recovering from a broken hip. Around the same time my aunt broke her hip, my father enrolled in a program at Baycrest, specifically at the Freeman Family Day Centre. The program is a day program for seniors, allowing them to keep active and engaged while socializing with other seniors.

Once accepted into the program, seniors can choose to come up to four days a week (the program runs Monday to Thursday) as well as either half days or a full day (full days run from 10:00 a.m. to 2:30 p.m. Typically, the day begins with coffee, pastries, and some informal socializing. After everyone settles in, one of the group leaders discusses current events, which typically results in some entertaining conversations. The participants then get active with low-impact seated exercises, known as Stretch and Kvetch, which is run by one of the physiotherapists on staff. After morning exercises, several program options can be selected, ranging from art, to music, to book reviews or even movies.

After working up an appetite, the members all head to the dining room for lunch, sitting with those with common interests.

The program then continues until 2:30 p.m. with a variety of options for activities.

When it comes to getting to the program, there are several transportation options. Aside from driving or taking the bus, many attendees use taxis, Wheel-Trans, or iRIDE, to get them to and from the facility.

The cost of the program is approximately $40.00 a day, plus any transportation fees.

The program director and the rest of the staff are great to deal with. Whether it is helping new members adapt to the routine, getting coffee, assisting members to the washroom, or taking people to the next event, there is always help every step of the way. The staff are truly amazing people and are always there to help.

My dad originally attended the program and now that my aunt is on the road to recovery, she attends as well. Whether it’s the two of them or the other attendees that I’ve met, they all seem to enjoy it.

I know when folks hit 80 they become very set in their schedules, but for anyone that has a senior in the family and wants to keep them busy and active, I personally recommend the Freeman Family Day Centre.

Baycrest, Freeman Family Day Centre
416-785-2500
www.baycrest.org

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Woes of the Retail Industry

November 8, 2017David Lipton Comment

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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