The View from The Niagara Guide

General observations and musings on how we can make Niagara a better place.

Avoiding Business Erosion

Mark Kawabe - Wednesday, January 06, 2016

Change is all around us. It's in our society, in our technology, in our work, in our home. I think humans have a gene for change wired into their DNA. Unfortunately, we don't seem to have any genes that make dealing with change any easier.

Business Erosion

Your business is operating in an environment where new competition starts up seemingly overnight and old markets dry up and fade away. How are you adapting to this change? Are you like water, just going with the flow? Or, are you an island, trying to weather all storms with stoic resolve?

Welland native Anthony Lacavera certainly knows how to create and navigate change. He founded Wind Mobile in 2008 and took on telecom giants Rogers, Bell and Telus. His company was recently sold to Shaw Communications for $1.6 billion.

Niagara Falls business fixture Sunny Halani has shepherded his UPS Store through major changes in the printing industry. The internet has posed a double challenge to the world of print. Email and PDFs have reduced or replaced (for some) the need to print brochures. The internet has also allowed the creation and rise of low-cost, DIY services like VistaPrint whose low prices are very appealing. Sunny's built a business based on stellar customer service, exceptional product quality and of course, his Sunny personality. In a world where print material is often considered a commodity, Sunny's way of doing business is helping his business thrive.

Wind Mobile's innovations allowed it to prosper. Sunny's UPS Store's success is based on superior customer service and doing the job right. What will be the right approaches for your business to take for it to stand the test of time and stand up to the winds of change?

Customer Service Success Story

Mark Kawabe - Tuesday, October 13, 2015

This is the face of customer service

I'm talking about the guy to the left :)

The fellow in the center of this pic is Steven Turner, the Sales Manager at Tbooth wireless in the Pen Centre.The other happy guy to the right is me (but you knew that, right?).

If you've had your fill of feel-good testimonials about awesome customer service, you can stop reading here.

I had been a Rogers wireless customer for 9 years and 11 months. It seemed like time for a change. Any parallels to any particular governing party being in power for a decade and Canadians feeling it's time for a change is a complete coincidence.

The only reason I went to Tbooth initially was because they represent Rogers, Bell, Virgin, Fido and a couple of other providers. I thought it would save time compared to going to every wireless kiosk in the Pen Centre.

There's a reason Steven's the sales manager. It's because he's awesome with people, product knowledge and has incredible patience. He also understands customer service.

He walked me through various plans from Rogers, Virgin and Fido. We switched four phones from Rogers to Fido because of Steven's comprehensive information and ability to find the best value for us among the myriad plans available.

Most impressive to me though was that I had done most of the shopping for the phone on Wednesday but didn't have time to make the switchover that night. I went back Thursday but also didn't have the time. Steven heard I was coming in on Friday and despite the fact it was his day off, he came in to make sure he could take care of our switchovers. More than that, when I mentioned my son would be in Toronto without service if we did the switchover right then, Steven said he would wait for us to text him later and he would take care of the activation once we gave him the okay to do so.

I have never experienced such good customer service in any telecom-related transaction so wanted to share what I felt was an awesome experience and give Steven some recognition for his actions. If you're in the market for a new phone plan, phone or accessory, I highly recommend visiting Steven and his team at Tbooth in the St. Catharines Pen Centre.

BTW, the photo above is the first photo ever taken on my new LG G3 smartphone. Thank you Steven!!!

Making Niagara Better

Mark Kawabe - Tuesday, October 29, 2013

It's easy to complain - about anything. It's harder to make things better in reality. But in reality, we don't recognize just how good we have things.

When the Rogers cellular network went down a while back, my son noted all the people commenting on Facebook about the situation. He called these "first world problems", and I think he's right. If you've lived somewhere else for any length of time, you probably recognize that while we have our challenges in our respective communities, our region and our nation, that overall things are pretty good.

Everyone wants things to be better than they are. I do as well. I also think our collective perceptions of how good or bad things are may not be accurate. There is much good happening in Niagara. Yes, there are challenges, but there is much good taking place. While we bemoan the challenges, we often fail to focus on the good.

There is much work to be done to make Niagara better. I think a good chunk of that work needs to be done in people's minds. Recognize how fortunate we are compared to others in other parts of the world, in other parts of our country, in other parts of our own community. More than that, recognize that we are here to evolve, to grow, to learn and experience. I think helping our neighbours is a good way to start helping our selves and if we all do that, Niagara will be a much richer place indeed.

Want to see a better Niagara? Look in the mirror and look at how you can improve. By changing yourself you can change the world.

It starts with you.


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