Today's is more shameless endorsement of commercialism than my usual posts. We live in a consumer society which has brought me to admire those corporations and businesses that really understand happy customers are the key to success. About a century and a half ago, Timothy Eaton understood and for generations his successors built a national retail behemoth - and then they lost touch in the 1980s and 90s as consumers' expectations shifted and the Eaton company lost touch.
Now, I regret to have to write, it's US and global companies who dominate customer service while far too many Canadian businesses languish in mediocrity or worse. In the things I shop for - electronics, household and home office supplies, clothing, food and a good cup of coffee - Americans rank high amongst my preferred vendors for reasons exemplified by today's experiences.
It was as if the staff of the new Coca-Cola owned Far Coast coffee house on Bloor Street were out to that service is not dead. Prompted by numerous media stories last week, I stopped by the new cafe at Bloor & St Thomas only to discover hoarding and covered windows facing Bloor, but the door on St Thomas was open, the lights were on and there was staff behind the counter. I was welcomed with the statement that “we are not open yet, some media published misleading stories, but how did you learn about us and can we offer you a taste of our product in appreciation for interest". Not a bad response considering they could have kept the doors locked until the official public opening.
From there, the hostess proceeded to describe their several blends of coffee, tea and herbal infusions and, responding to my stated preferences, make me two expressos, a cappuccino and a roiboos tea, which she served hot and over ice, all on the house, along with a bottle of water to rinse my mouth between tastes.
Far Coast is using a new proprietary automated system which is designed to permit any restaurant to serve consistently high quality coffee without the need to train staff in the barista arts. While the product is not up to the standard of a skilled barista, such as the staff at Bulldog Coffee on Granby Street, the product is excellent quality and Coca-Cola may have a winner on its hands. This is not Tim Horton's 'iced cappuccino'. A consistently good cup is not easy to guarantee and the system fills a need in the restaurant industy. The Windsor Arms Hotel has already signed on as a customer.
Far Coast will have its official opening to the public (last week was a media preview) on September 22nd and will be closing St Thomas Street for the day for the event. It’s only fair, after tasting and drinking about $15 of product, that I spread the word and recommend friends drop in to Far Coast after next Friday and/or order the coffee when it arrives at their favourite. And if their restaurant serves lousy coffee, ask it to introduce the Far Coast.
The next, service lives, experience was from Staples. OK - the 10 day old notebook bag I was carrying should not have suffered a shoulder-strap failure as it did - sending my bag to the floor as I stepped off an elevator this morning (thanks to the padding, no damage to the MacBook) but it did,m and that's not the retailer's fault. But making the customer happy with the outcome is the retailer's responsibility. I walked into Staples (no receipt of course) and was given a new strap immediately. No need to call a manager and no paperwork or any such nonsense. They would have given me a new bag, but didn't want to move all my ‘stuff’ over, so I asked for a strap only and was on my way in less than 5 minutes. Mark on up for Staples too. Another company that I recommend to friends of a regular basis and which deserves the shameless plug.
