customer service Archives

Toronto January 21, 2017

TTC focuses on customer service — and people are noticing

The Toronto Transit Commission (TTC) has been working tirelessly to create and grow the transit system in Toronto, no easy feat when considering delays, traffic, and a constant stream of people trying to go from place to place.

Lately, TTC has been emphasizing their dedication to customer service — and guess what? Women’s Post is one of the groups noticing! It started with the little things, telling customers over the PA system to ‘have a nice day’ and giving consistent updates if there is a delay. Their efforts make the end-of-day commute just a little bit better. By communicating why a delay is happening and providing updates when the train suddenly stops or is slow, it lowers the rate of frustration for everyone and makes the commute much easier. Customer service is clearly a priority for the TTC and it makes a big difference when riding on the subway, or taking a bus or streetcar.

The positivity on the part of TTC staff could be, in part, due to the fact that the transit union was recognized with an award as one of Greater Toronto’s top employers. TTC CEO Andy Byford accepted the award, which was well-deserved. What makes the TTC such a great employer it their focus on service as their core objectives of their five-year plan. This service concentrates on their 14,000 employees, as well as their customers. Being part of the TTC union is one of the better jobs to have in Toronto and it is positive to see the transit company awarded for their efforts.

The TTC is moving ahead with construction plans to build more transit in as part of their five-year plan and has almost completed the Spadina extension. Amidst City of Toronto budget cuts, TTC works very hard to avoid being seriously affected by the reductions and continues to pursue their plan to make a better transit system in Toronto. It is not easy to maintain the current subway system, continue construction on various transit projects in the city, and keep the trains running smoothly — all the while being asked to reduce their budget by 2.6 per cent. The TTC achieves this goal though with careful planning and strong communication with their customer base. The Relief Line project is in its planning stages and officials are working hard to manage a host of public complaints while pushing forward to get to the next stages of actually building the downtown line. This project has been on the back-burner for several years and it is hopeful to see the TTC pushing through the red tape and working to get the blueprints approved for future construction.

Despite dealing with daily complaints, the TTC does achieve a lot of difficult goals and is on its way to building an efficient and intricate transit network in Toronto. Next time you want to whine about how slow the streetcar or bus is, remember those times when it is extremely cold and snowing heavily, yet the bus and subway still manages to deliver you home safely. Instead, why not try being grateful for how hard the TTC is working to make sure Toronto gets the transit system it deserves!

Home & Garden September 7, 2016

How choosing the right contractor makes a world of difference

Whether you are contemplating an addition or embarking on a large-scale renovation, deciding on the right contractor to handle your home renovation can be an extremely daunting task. There are so many aspects to consider, from reasonable pricing to the speed of construction. How do you even begin to make such a fundamentally important decision?

Well, let me introduce you to the new generation of home renovators — contractors whose main objective is to guide you through the entire process from inception to completion. This new breed of contractors is taking customer service to a whole new level, ensuring the client is happy and receives a phenomenally positive home renovation experience.

The secret to picking the perfect redesign firm lies in just how well they plan on taking care of you and your needs. Customer service must be a top priority, and you need someone who will not only understand your vision, but will also make it their mission to see that your dreams become reality!

Fraser Homes Inc. is a custom design rebuild firm that specializes in residential home renovations. Located in Toronto, the business is run by two brothers — Rod and Mark Fraser — who form a dream team with backgrounds in design, construction, marketing, and business. They balance each other out completely. Mark is the designer and “lofty dreamer” while Rod has the construction and marketing experience.

The brothers opened their doors in 2009 and then officially incorporated in 2012. Their first official job was a single bathroom, which quickly escalated into an incredibly successful enterprise. The clients were so enthralled with their stylish new bathroom that they hired Fraser Homes to redesign their entire home from top to bottom.

What makes Fraser Homes unique is their emphasis on customer service, something the Fraser brothers say is lacking in the construction industry.

Their website has a special client login that allows customers to follow the progress of their renovations. Using this login, which can also be accessed using the company’s app, clients can request changes, communicate directly with their project manager, and choose products, among other things. According to the Fraser brothers, the purpose of this customer-centric focus is to ensure there are no surprises at the end of the construction period and that the client is, ultimately, happy with their work.

“We go a long way to keep client informed and updated on our production schedule and what’s happening,” Mark said. “Communication is the heart and soul of construction – letting clients know where you are and planning the job well and making sure clients are involved.”

“We don’t believe in a $70,000 charge for upgrades they don’t remember. At the end of whatever project, they were able to say we were kept informed and there were no surprises,” he said.

Client reviews, both on the Fraser Homes’ website and independent review outlets, showered the company with praise, saying the brothers were professional, communicative, and friendly. Nearly everyone described their experience as a success, and after speaking with them myself, I understand why. The brothers are deeply passionate about their work and when discussing design and renovation trends — a “mixture between the minimalist-modern … as well as semi-industrial” — their enthusiasm is contagious.

The brothers also like to push the limits of design and help their clients to think, not just outside the box, but way beyond it.

“You have to be the one taking your clients to the next level,” said Mark. “I tell people you have two types of rooms: you can have the one pictured in a magazine or you can have the one people take pictures of FOR the magazine.”

Fraser Homes has also been experimenting with green and sustainable building. They try to use eco-friendly products in their current construction process, but they are also putting together a few proposals for property developments that will be completely sustainable.

If you are planning a home renovation and are looking for personalized and professional experience, look no further than Fraser Homes. Please click here to visit the Fraser Homes website or contact them directly at 416-477-1186 or info@fhinc.ca

Book Reviews January 11, 2016

The Virgin Way: Inquisitive – Curious – Passionate

I decided to take Richard Branson’s The Virgin Way on holiday with me because a friend suggested I might find him a kindred spirit. I’m not sure if this is because I think having fun is just as important as making an income, but I did find that his attitude towards life is something a lot of people would do well to follow.

The Virgin Way: Everything I know about leadership reflects the positive attitude Branson has carried throughout his life. His ability to learn from failure and take risks are the foundations of a successful business leader able to adapt to any situation. Branson also believes in having fun, and some of his April fools stunts had me rolling off my beach chair in fits of giggles.

The Virgin Way and the choice of business name seems to pee all over the entire British class structure — fantastic, fun and edgy. Carefree and curious about life, Branson enjoys making people happy. If there is a secret to be learned from him, it is that true wealth comes from the happiness you create. Making someone smile, laugh, or even helping your staff excel is what “The Virgin Way” is all about. The book is filled with stories about how offering good service and having fun go hand in hand.

I remember my first boss at a gas station telling me to smile until I felt it or I’d lose my job. He wasn’t exactly a great people person, but he taught me that serving people and smiling has a real impact on how you see the world. I went on to build a multi-million dollar company putting convenient stores into gas stations, and I know that our success wasn’t just due to the fact that we were first in the industry to combine these two businesses. It was tied to the fact that staff had fun and took pride in providing terrific customer service. As I was reading Branson’s book, I couldn’t help nodding in agreement … when I wasn’t giggling.

Branson demonstrates that true success isn’t about being focused on making dollars, but more about creating happiness — happy staff, great experiences, happy customers. Taking risk, shaking things up, not taking yourself too seriously and above all making other people happy, is the key to true success — and Branson has a lifetime of experience to back it up.

He is a man that seems perpetually young because he hasn’t allowed negativity to affect him. While many people have tried to poke fun at him or scoff at his antics, he hasn’t allowed them to change him. And that is a true testament to his strength of character.

The Virgin Way is a book that every entrepreneur should read. If you want to leave the world better than you found it, Branson’s insights will inspire or rekindle the spark deep inside.